Consumer complaint received 2024-11-13 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: VA

Complaint narrative:
On XX/XX/XXXX I received an email stating I needed to submit documents to the university stating I would not request a discharge of new student loans due to previous discharged loan in XXXX. Because I did not remember obtaining a discharge in XXXX and I had not requested a discharge of new student loans I was confused. The XXXX letter also requested I have a physician certify that I would be capable of obtaining gainful employment once courses were completed. Additionally, I was requested to provide a letter to the university stating I would not seek discharge of any new student loans. However, as a Permanently and Totally XXXX service connected veteran I do not have to be re-evaluated for employment purposes, and I can work if I choose to. I refused to submit the documentation. But I requested clarity from the University. I requested the university contact the Department of Veterans Affairs and the Department of Education to get clarification on how and what the process is supposed to be. I tried to explain how long the benefit process takes for veterans and once approved for permanent and totally XXXX from the Department of Veterans Affairs, I would not request any physician to re-evaluate me nor would I write myself out of a program that I never applied for to begin with. 
I have learned that the Department of Veterans Affairs provides the XXXX Veterans name to the Nelnet. Nelnet told me my student loans would be discharged before I received the XX/XX/XXXX letter. I didn't understand why Nelnet would tell me my new student loans would be discharged, because I never asked for a discharge. But now I understand. As a permanently and totally disabled veteran, my new student loans can be discharged. I have to provide a letter showing my status as a permanently and totally XXXX veteran. I provided the letter from the Department of Veterans Affairs that explains my ratings with the email that states the attached tax abatement letter should help you to qualify for discharge of your student loans. When I spoke to Nelnet I was told they didn't receive the letter. Then XXXX found the letter and said it had to have a recent date. The letter I provided came from the Department of Veterans Affairs I. XX/XX/XXXX and the rating letter was dated XX/XX/XXXX, the letter received each year with new benefit information. I was told I needed to fill out the first page of the request for discharge and the loans will be discharged in XX/XX/XXXX. But each time I call Nelnet I am told something different depending on who I speak with. I have been told loans would be discharged and then told they wouldn't be then told they would be but ... then I was told they didn't have the letter I provided in XXXX then they found that letter. I am still waiting for the document that Nelnet says once signed the loans will be discharged. I was forced out of XXXX XXXX  XXXX  XXXX XXXX XXXX because I requested clarity from the University, the Department of Veterans Affairs and the Department of Education Office of the Ombudsman. I only received the letter from the Department of Veterans Affairs and I provided a copy to the university but I was still forced out and told I could not return until I provided the requested physician statement and write the letter to the university stating I would not seek discharge of new student loans. I refused to do that because I should have been informed about student loans and discharge upon being accepted to the university. XXXX months into the program then I am asked to provide information and documents. Then forced out of the university because I requested clarity.

Company response to consumer: Closed with explanation