Consumer complaint received 2025-02-01 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Struggling to repay your loan — Problem with forgiveness, cancellation, or discharge
Company: Nelnet, Inc.
State: NY

Complaint narrative:
I did submit all signed documents required for the XXXX XXXX XXXX XXXX from the XXXX XXXX on XX/XX/XXXX in PDF format. I received an encrypted message back from NELNET saying the following : Dear XXXX, Thank you for your service to our country. 

This email is to confirm that your XXXX student loan verification form has been received and processed. A copy is attached for your records. The original, along with a copy of your Master Promissory Note ( XXXX ), has been mailed to the address provided in section XXXX of your form. 

Just know that were here for you when you need us. If you have any questions, please call us at XXXX or visit XXXX. 

Sincerely, XXXX XXXX. 
Nelnet XXXX # XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- The information contained in this message is confidential proprietary property of Nelnet XXXX XXXX and its affiliated companies ( Nelnet ) and is intended for the recipient only. Any reproduction, forwarding, or copying without the express permission of Nelnet is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to this e-mail. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- After months of waiting, continuing to make my {$78.00} payments on my loan and no change to the loan amount ( no reduction in the loan amount ), I emailed NELNET on XX/XX/XXXX saying : XXXX, XXXX sent in documentation to have the SLRP program pay a portion of my student loans, but I have not seen it approved or any of the loan amount diminished. Can someone please update me, I believe the information # for the request was XXXX. Please let me know if there is anything further I can do. 

Thank you, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I received a response on XX/XX/XXXX Dear XXXX, We have received the documentation you recently sent. However, we are only able to open documents in a, .PDF, or .TIF format XXXX Please resend all of your documentation in XXXX of these formats so we can begin processing your request. 
We are unable to open password protected attachments, however, if you reply to this email, your response will be encrypted for security. 
Were here for you when you need us. If you have any questions, please call us at XXXX, visit XXXX, or connect with us at Facebook.com/Nelnet or Twitter.com/Nelnet. 

Sincerely, XXXX XXXX. 
Nelnet -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - I then resent the PDF documents immediately to be told again that the documents were not in PDF format. 


The documents were in pdf format and were not encrypted or sent with a password protecting them. I will attached them to confirm

Company response to consumer: Closed with explanation