Consumer complaint received 2021-06-09 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Nelnet, Inc.
State: CO

Complaint narrative:
I have two issues with StudentAid.Gov backed Parent Plus Loans for two dependents at three Universities, covering 9 loans ( unconsolidated ) - 1 ) I can not get information from the Loan Servicer ( XXXX XXXX & Nelnet ) even after engaging the StudentAid.gov Ombudsmen 2 ) Each company, reported derogatory no-payment on loan during the Forbearance Period and 3 ) accrual of interest on the loans after : a ) making more than 30 payments in a 17 month period totaling over {$9000.00} and b ) completing a Rehabilitation Loan Agreement negotiation and execution during the Forbearance Period.

XX/XX/XXXX started making $ XXXX/week payments on defaulted loan to.XX/XX/XXXX, XXXX XXXX started negotiation of Rehabilitation Agreement XX/XX/XXXX XXXX XXXX accepted the Agreement and credited to the 9 month requirements payments from XX/XX/XXXXand Ending in XX/XX/XXXX.

XX/XX/XXXX, I asked XXXX XXXX to show how the payments had been applied to the loans. XXXX XXXX did not respond to XXXX  letter and XXXX  follow-up request.XX/XX/XXXX, StudentAid.gov contacted me and said Nelnet was the new servicer of the loan having successfully completed the Rehabilitation Loan Agreement.

XX/XX/XXXX, Nelnet contacted me tell me that I needed to declare a new repayment option by XX/XX/XXXX.

XX/XX/XXXX, I contacted Nelnet by letter and by on-line account encrypted email system to ask if the XX/XX/XXXXdate was relevant during the forbearance period. I also asked Nelnet to show how the payments were applied to the loans, in a statement form. Nelnet has refused to answer either question. In same letter I asked a new question, to please show the loan origination and principle applications.

To be sure, Nelnet is avoiding answering these questions which I have asked them to do so in-writing for two reasons. One, I am not able to record phone conversations and they are not able to share the phone recordings with me. Two, Nelnet confirms in writing that it will not answer any questions in writing or respond to written requests.

XX/XX/XXXX, I turned these issues over to the StudentAid.gov Ombudsmen. I have not received a response from the Ombudsmen office but did from Nelnet asking me to contact them by phone. I have responded in the encrypted email system that I am awaiting written responses since I can not record the calls and they will not share the recordings. Please note, the encrypted email message threads are deleted by Nelnet within 5 days of their note and my responses. For that, I was thoughtful enough to do screen grabs of the threads.

XX/XX/XXXX, I have been notified by my credit card company that I have significant derogatory notes of missed payments to StudentAid.gov, made by the collection firm XXXX XXXX and then Nelnet for each month during the forbearnance period AND that the balances are accruing interest. I have obtained copies of the credit agency reports by both firms and for each month, there is a missed payment notification and an increasing balance on the loans. The credit card companies are worried and where I live in Colorado, Insurance companies and Employers use this data to qualify and provide pricing on insurance and job change approvals. I am very concerned about these two issues and less about their violation of the Forbearance Period issues.

I have almost 60 pages of documents so I have i have sent less than 10 MBs. I may need you to provide an email for me to send the rest of the documentation. I have scanned most at 200 dpi to reduce sizing which reduces quality of text readability.

Company response to consumer: Closed with explanation