Consumer complaint received 2026-06-02 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: PA

Complaint narrative:
I am writing to file a formal complaint regarding multiple errors and unauthorized actions on my federal student loan account, currently serviced by Nelnet ( Dept of Ed / Nelnet, XXXX ). I have XXXX XXXX XXXX Loans ( subsidized and unsubsidized ) originating from XXXX XXXX XXXX XXXX and XXXX XXXX. I graduated XX/XX/XXXX per XXXX records, though my official graduation date per XXXX XXXX is XX/XX/XXXX ( documented below ). I entered repayment XX/XX/XXXX and have been in an income-driven repayment plan continuously since that date, except during federally mandated pause periods. I am raising four distinct issues, each of which has caused or may have caused financial harm through improper interest capitalization, loss of qualifying payment months, or premature repayment triggering. Issue 1 Unauthorized forbearance and improper capitalization during servicer transfer ( XX/XX/XXXX ) Unauthorized servicer-initiated forbearance My loans were transferred from Great Lakes Educational Loan Services to Nelnet in mid-2023. My account records show I was placed into forbearance on XX/XX/XXXX, and returned to repayment on XX/XX/XXXX a period of only three days. I did not request this forbearance. I was actively making IDR payments and had no reason to request a pause. Under 34 CFR 685.205 ( b ) ( 9 ), a period of up to 60 days for a servicer to collect and process documentation does not constitute a capitalization-triggering forbearance event. If this forbearance was administrative or processing-related which I believe it was, given it coincides exactly with the Great Lakes to Nelnet transfer interest should not have capitalized at the transition back to repayment. I am requesting documentation of the reason code for this forbearance and a review of whether interest was improperly capitalized at its conclusion. Issue 2 SAVE plan forbearance exit : verify no improper capitalization ( XX/XX/XXXX XX/XX/XXXX ) SAVE forbearance was interest-free capitalization at exit would be improper I was enrolled in the SAVE income-driven repayment plan. In XX/XX/XXXX, following the Eighth Circuit Court injunction, the Department of Education placed all SAVE borrowers including me into an administrative forbearance. The Department explicitly stated this forbearance would carry a zero percent interest rate. I did not request this forbearance ; it was imposed on me by court proceedings outside my control. I returned to repayment on XX/XX/XXXX, at which point I was placed on the Pay As You Earn ( PAYE ) plan. Because the SAVE forbearance was designated interest-free, there should have been no accrued interest to capitalize at the exit transition. I am requesting written confirmation from Nelnet and/or FSA that no interest was capitalized when I exited the SAVE forbearance in XX/XX/XXXX. If any capitalization did occur, I request an immediate reversal. Issue 3 IDR Account Adjustment not applied : zero qualifying months recorded despite 8+ years of repayment history XXXX shows 0 qualifying IDR months adjustment has not been applied My XXXX data, downloaded XX/XX/XXXX, shows XXXX PSLF Cumulative Matched Months across all XXXX loans. Additionally, my current repayment plan is listed as PAYE beginning XX/XX/XXXX only as if I am a new borrower despite having entered repayment on XX/XX/XXXX and making continuous monthly payments until the COVID-19 federal payment pause in XX/XX/XXXX. I have obtained my complete payment history from Great Lakes Educational Loan Services ( file : XXXX ), which documents XXXX qualifying IDR payment months from XX/XX/XXXX through XX/XX/XXXX, with PAY.GOV transaction IDs and batch numbers on file for every payment. Additionally : XX/XX/XXXX XX/XX/XXXX : XXXX documented qualifying payment months ( Great Lakes records ) XX/XX/XXXX XX/XX/XXXX : XXXX months COVID federal payment pause ( should count per IDR Account Adjustment ) XX/XX/XXXX XX/XX/XXXX : XXXX months active IDR repayment under Nelnet XX/XX/XXXX present : XXXX months active PAYE repayment Potential total : approximately XXXX qualifying months currently credited : XXXX The Department of Education 's IDR Account Adjustment was specifically designed to credit borrowers for these payment periods. I am requesting a full retroactive review of my qualifying payment count and immediate application of the IDR Account Adjustment to my account, crediting all eligible months from XX/XX/XXXX forward. Issue 4 Incorrect graduation date triggering premature repayment XXXX shows XX/XX/XXXX ; XXXX XXXX confirmed XX/XX/XXXX My XXXX record lists my graduation date as XX/XX/XXXX and my enrollment status effective date as XX/XX/XXXX. However, I have written confirmation from XXXX XXXX that my official graduation date is XX/XX/XXXX. My standard six-month grace period should therefore have run through XX/XX/XXXX, with repayment beginning no earlier than that date. Instead, my repayment was triggered on XX/XX/XXXX approximately 34 days before it should have been. This error affects the accuracy of all payment counts, forbearance calculations, and capitalization events tied to my repayment start date. I am requesting correction of my graduation date in XXXX to XX/XX/XXXX, and a review of any downstream effects on my account including any payments collected during the 34-day period before my repayment should have legally begun. Relief requested I am requesting the following specific actions : 1. Provide the reason code and authorization documentation for the XXXX XXXX XXXX forbearance and confirm whether any interest capitalized at its conclusion. If so, reverse the capitalization. 2. Provide written confirmation that no interest was capitalized when I exited the SAVE forbearance in XX/XX/XXXX. If capitalization occurred, reverse it immediately. 3. Apply the IDR Account Adjustment to my account retroactively, crediting all qualifying payment months from XX/XX/XXXX forward, including the COVID payment pause period ( XX/XX/XXXX XX/XX/XXXX ) per Department of Education policy. 4. Correct my graduation date in XXXX from XX/XX/XXXX to XX/XX/XXXX, and review whether my repayment start date of XX/XX/XXXX was premature and whether any correction to my account is warranted as a result. Supporting documents attached : ( 1 ) XXXX student data file downloaded XX/XX/XXXX | ( XXXX ) Great Lakes payment history file ( XXXX ) documenting XXXX qualifying IDR payment months XXXX XXXX XXXX with PAY.GOV transaction IDs | ( XXXX ) Email from XXXX XXXX XXXX confirming official graduation date of XX/XX/XXXX | ( XXXX ) Student loan summary spreadsheet cross-referencing all data I respectfully request written acknowledgment of this complaint and a response addressing each of the four issues above. I am happy to provide any additional documentation needed. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation