Consumer complaint received 2024-03-25 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: TX

Complaint narrative:
I had submitted my IDR Recertification last month and went onto the SAVE plan. My payment increased significantly from $ XXXX monthly to {$1500.00} monthly. With the new announcement that came out about extending the recertification ( see link below ), I should go back to my $ XXXX monthly payments. My NelNet account, however, still reflects that I have a payment due XX/XX/year> ( one week from today ). Due to this new announcement, my NelNet account needs to be changed back to $ XXXX  monthly payments. 

XXXX XXXX XXXX I called NelNet last Thursday XX/XX/XXXX and described my situation to the woman who answered the phone. She did not know anything about this new statement and the changes that were to be made in regards to it. I had to tell her specifically where I found this information. She then put me on hold to talk to her supervisor. She then came back on the phone after talking to the supervisor and told me that the supervisor had filled out a form and sent it to the department that handles IDR cases. The woman who answered the phone told me to stop my auto debit payments so that that money would not be taken out of my account for my upcoming payment. 

I had not seen any changes on my NelNet account so I called back today. A different woman answered this time and again did not know what was going on. She looked at the form that was supposedly sent to the department that handles IDR cases and said that they " processed my case and that they can not revert my account back to the previous amount since my IDR had expired. If I do not like my new monthly payment then I need to recalculate. She sent me the link to the help page in order to do so. 

I also got a follow up email to a complaint I filed with NelNet on Thursday stating the following " Dear XXXX, Thank you for contacting Nelnet. We have reviewed your account and see that you have spoken to a Nelnet advisor regarding the question/comment in your email. If your issue has not been fully resolved, please reply to this email with a summary of your request so we may assist you further. '' I replied with the following message, " Hello, my issue has yet to be resolved. On XX/XX/year>, I submitted paperwork to rectify my SAVE plan. My payment was calculated to be {$1500.00} starting XX/XX/XXXX. My previous payment on SAVE was $ XXXX  monthly. With the recent announcement that all recertifications have been postponed until late fall ( see link below ), I should be put back on my {$0.00} payment. My dashboard still reflects {$1500.00} due XX/XX/XXXX. Please fix my account and if needed, place me in administrative forbearance until you can update my payment amount and also so that I do not owe the payment on XX/XX/XXXX. XXXX XXXX XXXX XXXX and still have yet to hear back from them or see any changes to my NelNet account. 

I have also filed a complain on Studentaid.gov but that case is still pending.

Company response to consumer: Closed with explanation