Consumer complaint received 2025-11-24 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Don't agree with the fees charged
Company: Nelnet, Inc.
State: CA

Complaint narrative:
Consolidation History Company : Nelnet What happened I am filing this complaint because Nelnet has failed to investigate significant errors on my federal student loan account prior to consolidation, despite multiple requests. 
I asked Nelnet to provide : A complete pre-consolidation payment history, Account-level records showing how my payments were applied, Any documentation explaining changes to my loan balances prior to consolidation, and Records required under federal servicing standards so I can verify my balance and eligibility for programs. 
Nelnet refused to investigate the errors I identified stating that anything pre-consolidation is not their responsibility and even after that can only share what was sent by previous servicer ( as per conversation on XX/XX/year> at XXXXXXXX XXXX with supervisor XXXX XXXX, call should be recorded ). Their failure to investigate the dispute violates federal servicing requirements, including the duties to : Acknowledge and investigate borrower disputes, Provide supporting documentation upon request, and Maintain accurate payment histories, including pre-consolidation data. 
Because Nelnet did not review the discrepancies I reported, I have no reliable way to verify the accuracy of my consolidated loan balance. 
What I requested from Nelnet I specifically requested that Nelnet : Research payment-application errors that occurred before my consolidation date. 
Provide a full account payment history for the underlying loans that were consolidated. 
Explain discrepancies in balances, capitalization events, and applied payments. 
Correct any errors found in the underlying accounts. 
Nelnet did not provide the required documents and did not conduct a proper investigation. 
Why this is a problem Nelnets refusal to investigate or provide accurate account information has caused the following harm : I can not confirm whether my consolidated loan balance is correct. 
I can not determine whether I qualified for forgiveness programs due to possible misapplied payments or forbearance steering. 
I am unable to audit my repayment history because the pre-consolidation data is missing or incomplete. 
This prevents me from understanding my legal obligations or correcting potential servicing errors. 
What I want the CFPB to do I am requesting that the CFPB require Nelnet to : Conduct a full investigation into all pre-consolidation loan errors I identified, Produce a complete and accurate pre-consolidation payment history for all loans included in my consolidation, Provide documentation supporting the calculation of my final consolidated balance, Correct any servicing errors or misapplied payments, and Provide a written explanation resolving each issue. 

Issues are as follows : XXXX placed me in and out of forbearance in error th is capitalizing interest. 1st forbearance started on date payment started after I had made a payment 2 weeks prior interest capitalized in the amount if {$340.00} on same day.

Company response to consumer: Closed with explanation