Consumer complaint received 2023-11-08 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Co-signer
Company: Nelnet, Inc.
State: PA

Complaint narrative:
I have filed several complaints against Nelnet. I am submitting this complaint as this company has failed to appropriately communicate with me as the Co-borrower of this loan. I have now been penalized for my ex-husband failing to pay on the loan his required monthly payment for almost the past 12 months. I have communicated this with Nelnet to the best of my ability. I have attempted to contact this company repeatedly and I am met with hold times at XXXX minutes, XXXX minutes, etc. I have been unsuccessful in reaching a representative. I have called during business hours which is stated on their recording. I receive a message indicating that the office is closed or the phone disconnects after holding. The phone recording and their website indicate their business hours but this was contradictory. I have received calls and answered them. I have been unable to answer a couple of times due to my work schedule and they do NOT leave a message. I have been denied over the years the ability to access information on the loan until I filed my first complaint with CFPB. I am requesting an updated report of ALL of the payments that I have made as well as my ex-husbands, the primary borrower on this joint spousal consolidated loan nightmare. I have requested an Administrative Forbearance and was denied because I am the co-borrower. I requested this as I wait, like many others, for the loans to be separated as a result of legislation passed XXXX year ago Public Law No : XXXX ( XX/XX/2022 ) Joint Consolidation Loan Separation Act. " The U.S. Department of Education will provide further guidance on when and how the joint consolidation loan separation process will begin when information is available ''. So my question is, what is Nelnet going to do to help me? I requested the forbearance in the summer prior to my credit being hit by Nelnet. I was denied as the co-borrower. Nelnet has now ruined my credit as the co-borrower where my score was XXXX and it is now XXXX. I have paid my payments every month continuously and the primary borrower has not. My ex-husband is mentally ill, unemployed, and unresponsive to the contact attempts made by Nelnet which I have told them! I have been told by this company in the past that I have no rights to decision-making on this loan however they just slammed my credit and have informed me that they can come after me for the total loans due -- which have skyrocketed over the years. I am working on obtaining legal counsel now. The loan number with Nelnet is XXXX and I have XXXX problem providing it. Over the years this company has informed me that I have no right to access account information on their website, the inability to make decisions on a forbearance, and admitted that I would be held responsible. I asked how this was fair and not XXXX single person with the company could answer me except to say I am sorry, you are not the only XXXX in this situation. Nelnet representatives have admitted that I have paid monthly and that they can not help someone in my situation. I qualify for Public Service Forgiveness and I can not obtain it because of this nightmare.

Company response to consumer: Closed with explanation