Consumer complaint received 2024-01-25 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: CT

Complaint narrative:
I applied for the XXXX XXXX XXXX on XX/XX/XXXX. After attempting to contact Nelnet several times during the processing period, I never heard back from my emails and the hold times on the phone were over XXXX hours. I finally received a letter in my Nelnet inbox stating that my application had been processed on XX/XX/XXXX and that my payments would begin on XX/XX/XXXX at XXXX XXXX. In XXXX, I emailed Nelnet, again, because my account now showed my status as " IDR PROC ADMIN '' which I was unsure what this meant. Since I had never gotten a response to my previous emails, I also tried calling. I was finally able to get through to someone and was told that this status was due to the fact that I hadn't yet made a payment under the SAVE plan. I was also told it would change once my first payment was due and that my payments would now begin on XX/XX/XXXX. This was very frustrating, as it had already been months of waiting for my application to process and the payments were supposed to begin on XX/XX/XXXX. Now, I would be gaining yet another month of accrued interest that I would not have gained if I could have made my payment with the SAVE plan on XX/XX/XXXX. I asked for confirmation that the XX/XX/XXXX due date would not change and that I would finally be able to make a payment under the SAVE plan on XX/XX/XXXX. I also confirmed that everything on my account looked good and that I was all set to begin the SAVE plan payments on that date. I was told yes. A few days later, I received an email response about this issue as well. In this email I was told that my payments would start on XX/XX/XXXX, the same as what the person on the phone had told me. Today, I logged back into my account to get the payment set up for XX/XX/XXXX and now my account states that the due date is not until XX/XX/XXXX. I am extremely frustrated with Nelnet. I was never told about this due date changing, yet again, and am very confused why the date continues to get pushed back. Now, I will gain another month of interest on my loans. I now owe hundreds of dollars that I would not have owed if I could have made the payments when I was originally told on XX/XX/XXXX. I was able to contact them today and they said there was nothing they could do. They promised, again, that the date would not move and that I would make my payment on XX/XX/XXXX. I do not believe anything they say at this point. They have now told me this XXXX separate times and each time, the date has changed, leaving me with extra expenses. Nelnet has been extremely difficult to reach and talk to about this issue, taking hours of my time just to get an answer that doesn't even stay true. I want my account to be credited for the extra interest I have accrued due to these pushbacks. I was never contacted about any of these dates changing which is unacceptable. This entire situation is unprofessional and has cost me hundreds of dollars.

Company response to consumer: Closed with explanation