Consumer complaint received 2024-12-03 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: AK

Complaint narrative:
Every time I call NelNet they give me different information. When I called in XX/XX/year>, I was told I should submit an income driven repayment plan application, which I did. Apparently, they only applied that to one of my loans. In XX/XX/year>, I started getting emails from NelNet saying that my first payment would be due in XXXX, and that it would be more than {$3700.00} per month. That conflicted with what was showing on my account, which is that I would have a roughly {$900.00} payment per month. After calling NelNet multiple times and being on the phone for several hours in XXXX, no one was able to figure out why I was getting emails saying my payments would be over {$3700.00} per month. Also, I was told that I was going to be put in administrative forbearance due to the ongoing litigation over the SAVE repayment plan and because I had submitted an income driven repayment plan. But my account never reflected any of that information. To be safe and make sure my bases were covered, I submitted another income driven repayment application in XX/XX/year>. 

Through XXXX, I continued to get emails indicating that my first student loan payment would be due in early XXXX. That conflicted with what I had been told about going into administrative forbearance. I called NelNet again on XX/XX/year>, to confirm I was in administrative forbearance while my income drive repayment application was being processed and to confirm that I didn't have any payments due. 

I was told that my XX/XX/year> application had only been applied to one loan. I was also told that my XX/XX/year> application was not going to allow me to go into administrative forbearance because it had not been submitted in the right time frame. I was told that that time frame should have been within ten days of my first payment date. But the problem with that is 1 ) my first payment date is in XX/XX/year>XXXX XXXX XXXX XXXXXX/XX/year>, 2 ) there is no information anywhere about the income driven repayment application needing to be submitted within a certain time frame in order for borrowers to go into administrative forbearance, and 3 ) NelNet had already told me I was in administrative forbearance. Apparently, NelNet was not going to put me in administrative forbearance despite the fact that I had already submitted two income driven repayment plans because I was too proactive and applied too early. I was told that I could only get the administrative forbearance if I applied within 10 days of my first payment date. 

By sheer luck, I had called within 10 days of my first payment date ( XX/XX/year> ). With the customer service agent on the phone, I submitted a third income driven repayment application. She told me she would put me in administrative forbearance today ( XX/XX/year> ), and that if I called again tomorrow, any agent would be able to see that on my account. But given the fact that I get different information every time I call, and that they are imposing policies on borrowers without actually having that information publicly available, I have no way of knowing if I am properly applying for a new payment plan.

Company response to consumer: Closed with explanation