Consumer complaint received 2025-01-15 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: MO

Complaint narrative:
I am filing this complaint regarding the handling of my student loan records by Nelnet following the transfer of my loans from XXXX during the pandemic. Over the years, my loans have been serviced by multiple entities, including XXXX XXXX, XXXX, and Nelnet, and I believe that somewhere along the way, my information has been mismanaged. This has resulted in incomplete and inaccurate records that impact my ability to verify my loan history and payments. I am including supporting files to provide evidence for the statements made in this complaint. 

XXXX. Failure to Provide Complete Loan History After my loans were transferred to Nelnet, I reached out multiple times by phone to request my complete loan history to ensure that all records were transferred accurately. Despite repeated assurances that the information would be emailed to me, I never received it. 
I escalated the matter to the XXXX XXXX XXXX site, filing XXXX XXXX # XXXX in XX/XX/XXXX. This was due to discrepancies between the loan information displayed on the Nelnet site and the Federal Student Loan site. Attempts to call Nelnet were often unsuccessful, with wait times of XXXX minutes and frequent disconnections. 
XXXX. Inaccurate and Incomplete Information Provided Nelnets responses to my feedback cases have been incomplete : In XX/XX/XXXX, I filed Feedback Case # XXXX, again requesting a complete history of my loans. The information provided by Nelnet was still incomplete and included inaccuracies, such as a XXXX Promissory Note with an address I had not lived at since XXXX. While my mothers address from XXXX was listed correctly, this error highlights inaccuracies in their records. 
XXXX. Missing Data in Payment History The Federal Student Aid site now displays payment counts ; however, significant gaps exist in the details section for my payment history, including : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
XXXX. Mismanagement Across Multiple Servicers My loans have been serviced by multiple entities over the years, including XXXX XXXX, XXXX, and Nelnet. Somewhere in this process, my loan information has been mismanaged, resulting in discrepancies and gaps in my records. 
XXXX XXXXXXXX XXXX XXXX and federal regulations require loan servicers to maintain accurate records and ensure the proper transfer of information when loans are transferred between servicers. This duty has clearly not been fulfilled, as evidenced by the gaps and inaccuracies in my records. 
Specifically, 34 CFR 682.208 ( b ) and related regulations outline the responsibilities of loan servicers, including accurate record-keeping, prompt communication with borrowers, and ensuring seamless transitions during loan transfers. Nelnet, as the current servicer, has failed to meet these obligations. 
Supporting Files I am including documents that provide evidence of the issues described above, including correspondence with Nelnet and the Federal Student Aid site, feedback case details, and discrepancies in loan records.

Company response to consumer: Closed with explanation