Consumer complaint received 2026-05-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: IL

Complaint narrative:
Note : Not only have I contacted NelNet, I also just filed a complaint at XXXX I am filing a formal complaint regarding an income-driven repayment ( XXXX ) recertification that was initiated and processed without my authorization, followed by repeated misinformation from Nelnet representatives and an unacceptable failure to correct the issue. On XX/XX/year>, I received notification that an IDR recertification application had been submitted on my behalf. I did not initiate, authorize, or consent to this recertification, nor had I planned to recertify until closer to my official anniversary date. I contacted Nelnet on XX/XX/year>, to address this immediately. I clearly stated that I had not submitted the application and requested that it be canceled. The representative confirmed that the application had been canceled and advised that no further action was required. To ensure accuracy, I contacted Nelnet again on XX/XX/year>. A second representative independently confirmed that the application had been canceled and that my account remained in good standing with no further action needed. These statements were false. Upon reviewing my account in XXXX, I discovered that the recertification had in fact been processed, resulting in a change to my repayment status and scheduled payments beginning in XX/XX/year>. This directly contradicts what I had been told on XXXX separate occasions and has materially affected my financial obligations. When I contacted Nelnet again, a third representative acknowledged that the recertification had been processed but stated it could not be reversed. I was escalated to a supervisor/account manager identified as " XXXX '' XXXX spelling uncertain ). This interaction was deeply concerning. XXXX was dismissive, unhelpful, and repeatedly asserted that the situation was my responsibility, despite clear evidence to the contrary. At no point did she attempt to meaningfully investigate the issue, offer a solution, or escalate the matter further. Instead, she deflected responsibility and directed me elsewhere. She explicitly told me that I was the one who provided consent, so this was my responsibility. I asked her to look into the situation and she finally put me on hold to check with someone if anything could be done. During this call, I verified through my XXXX account that I had not provided consent for auto-recertification and that no such authorization exists on file. When I relayed this information, XXXX dismissed it and stated that XXXX was responsible, effectively refusing to take ownership of Nelnet 's role in this issue. I took a moment to provide feedback to XXXX about how poorly I felt she handled the situation as a client-facing conflict manager, then said goodbye. On XX/XX/year>, immediately following this interaction, I contacted XXXX and was instructed to submit this formal complaint. Concerns : - An IDR recertification was initiated and processed without my authorization or consent. - I was provided demonstrably false information by XXXX Nelnet representatives, both of whom confirmed that the application had been canceled when it had not. - The unauthorized processing has altered my repayment terms and created potential financial consequences. - A supervisor-level representative failed to provide assistance, refused to take ownership of the issue, and handled the situation in an unprofessional and dismissive manner. - My XXXX account confirms that no consent for auto-recertification exists, raising serious concerns about how this action was initiated. This situation reflects both a breakdown in servicing accuracy and a failure of accountability. The use of borrower information without consent, combined with repeated misinformation and refusal to correct the error, is unacceptable and warrants formal review.

Company response to consumer: Closed with explanation