Consumer complaint received 2025-08-14 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: AL

Complaint narrative:
I received XXXX XXXX XXXX loans while attending school in XXXX at XXXX XXXX XXXX  XXXX At the time, my loan servicer was Nelnet and XXXX. In XXXX, I switched over to the XXXX program ( due to XXXX XXXX  ) and was notified by both Nelnet and XXXX that my loans would be switched over to XXXX XXXX in order to manage my participation in the XXXX. Around XXXX, my loan balances were transferred from Nelnet and XXXX over to XXXX XXXX and my balances went down to {$0.00} with Nelnet and XXXX. 

Several months to a year later, around XXXX, I received a statement from Nelnet advising that I had a balance of over {$9000.00}. This amount was listed entirely as interest and not principal. I believed this to be a mistake and called their customer service line. The customer service representative could not figure out why the balance was showing up and escalated the ticket to a higher tier. The representative said they would look into the matter and call me back for a resolution, but to not worry. They said all my balances should have transferred over to XXXX and I should not be showing a balance with Nelnet. I was told it was most likely a " glitch '' or mistake from the transfer to XXXX and it would probably go away on its own. ( Sometime during this period, XXXX switched over to XXXX as my servicer for XXXX. ) After several months of not receiving a call back, I called the customer service line again and went through almost the exact same conversation, with the representative assuring me they would fix it or it would fix itself, but they would call me back with a resolution. After never receiving a call back, I would periodically call in every XXXX months and go through the exact same conversation each time. 

Around XXXXXXXX XXXX XXXXXXXX, I receive a bill from Nelnet saying I had a payment due of a couple XXXX dollars. I called back into Nelnet customer service and told them this was a mistake and I needed it removed because I did not want it to eventually show up as a delinquent payment. I went through the entire conversation again and again it was escalated up a tier. The representative said I was correct that it should have been transferred, but had no way of fixing it. I told him I wasn't paying it and that a financial institution should have a way of reconciling financial records. The representative asked me how much I could afford to pay them each month. I told him that I should not have to pay anything because i no longer had a debt serviced with Nelnet and that my servicer was XXXX. The representative advised that he could provide me with a forbearance so I would not have to make a payment for a year. He advised he would not be like the other representatives and would absolutely call me back with a solution. 

It is now XXXX XXXX and I have not heard back from Nelnet on this matter. I have submitted a message through their website asking for a solution, but have received no answer back. My XXXX forgiveness is close to becoming complete and my fear is that it will be forgiven and Nelnet will still be hounding me for payment or report to the credit bureaus that I am delinquent. All I ask is that the balance from Nelnet be reconciled and transferred to XXXX in order to be included in the XXXX. Thank you.

Company response to consumer: Closed with explanation