Consumer complaint received 2025-12-28 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: CA

Complaint narrative:
CFPB COMPLAINT REGARDING STUDENT LOAN SERVICERS : NELNET and SLOAN XXXX FAILURES Subject : CFPB Complaint Failure to Provide IDR Eligibility Information Date : XX/XX/XXXX I submit this complaint regarding the servicing of my federal student loans. 

My servicers failed to provide any qualifying payment counts, estimates, or forgiveness timelines despite repeated inquiries. Monthly statements contained blank or non-informational progress fields. I received inconsistent explanations regarding alleged payment count resets, servicing classifications, and eligibility consequences. 

At no point was I informed that forgiveness eligibility was not being monitored or that borrower action was required, despite federal representations that forgiveness is automatic. 

I request written confirmation of the following : The total number of qualifying IDR payments credited Whether IDR forgiveness eligibility was monitored The basis for any claimed payment count reset or ineligibility Please provide a substantive written response no later than close of business, XXXX XXXX  EST on XX/XX/XXXX. 

Sincerely, XXXX XXXX XXXX Summary of Complaint Student Loan Servicing and Federal Student Aid Failures Companies / Agencies Involved Federal Student Aid ( FSA ) Nelnet Sloan Servicing What Happened I began repayment of my federal student loans in XX/XX/XXXX and have made over 300 monthly paymentsexceeding the statutory threshold for mandatory forgiveness under Income-Driven Repayment ( IDR ) rules. 

Despite this, my loans have not been forgiven, and I have been given conflicting, inaccurate, and misleading information by loan servicers and Federal Student Aid. 



Key Problems 1. Failure to Accurately Count or Credit Payments Nelnet and Sloan have stated they do not have complete historical payment records from prior servicers ( including XXXX and XXXX ). Federal Student Aid has failed to reconcile these records or issue a final, accurate IDR payment count despite repeated requests. 
2. Misrepresentation That My Forgiveness Reset Representatives from both Nelnet and Sloan told me that consolidating my loans caused all prior qualifying payments to be erased and that I must restart a new XXXX repayment periodeffectively requiring over 50 years of repayment. This directly contradicts published federal guidance that forgiveness is automatic once eligibility is met. 
3. Improper Shifting of Responsibility Federal Student Aid repeatedly refers me back to servicers, while servicers state they can not make forgiveness determinations. As a result, no entity accepts responsibility for issuing a final decision.

4. Unreasonable Delays After Acknowledging My Requests Federal Student Aid acknowledged my formal request and stated it would respond within 15 days, yet failed to provide any meaningful determination or action by the deadline. 
5. Lack of Notice or Proof Regarding IDR Adjustment Eligibility I was told that I was ineligible for the IDR account adjustment or missed a deadline, yet I never received notice, never opted out, and no individualized eligibility review has been provided.

6. Ongoing Harm to Me as a Borrower Because of these failures, my loans continue to show as active, interest accrues, and I face financial and tax consequencesdespite having already satisfied forgiveness requirements. 



Why I Am Filing This CFPB Complaint This is not a billing disputeit is a systemic servicing failure involving : Inaccurate payment tracking Misleading communications Failure to apply federal forgiveness rules Lack of accountability between servicers and Federal Student Aid These actions violate consumer protection standards requiring accurate information, timely resolution, and fair servicing practices. 



What I Am Requesting I request that the CFPB : 1. Require servicers to provide a complete, reconciled payment history 2. Require Federal Student Aid to issue a final IDR forgiveness determination 3. Correct any inaccurate statements regarding reset of payments 4. Ensure my account reflects the forgiveness to which I am entitled

Company response to consumer: Closed with explanation