Consumer complaint received 2025-11-07 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't temporarily delay making payments
Company: Nelnet, Inc.
State: OH

Complaint narrative:
Submitted deferment request before XX/XX/XXXX. 
XX/XX/XXXX : Received approval. 

Submitted deferment request before XX/XX/XXXX. 
XX/XX/XXXX : Received first denial ( not XXXX VI school ) - IT'S THE SAME SCHOOL. 
Advised to pay loan payments ( {$560.00} by XX/XX/XXXX ). 

XX/XX/XXXX : I sent first message via XXXX portal, * asked why it was okay 2 years ago, what my options are as I am still in school, explained situation, very friendly but panic-y. 
This was the beginning of being tossed around from person to person. 

XX/XX/XXXX ( XXXX JST ) : Person XXXX told me to tell my school to confirm they are XXXX VI. Ignores question. 

XX/XX/XXXX ( XXXX JST ) : I replied they would have no idea what that means. * Asked for a second time why it was okay 2 years ago but not okay now. Still friendly. Ask for options about deferment/forbearance because paying is not an option right now. Still in school. Tone still friendly. 

XX/XX/XXXX ( XXXX JST ) : Person XXXX replied with " 12 month XXXX XXXX XXXX ''. Expected to pay 50 % monthly payment for first 6 months and then increase to 75 % for the following 6 months. Ignores question for a second time. 

XX/XX/XXXX ( XXXX JST ) : I replied that it is not possible. * Asked for a third time why it was okay 2 years ago but not okay now. Describes call had with agent prior to leaving the country who told me it was fine. Attached document from XXXX ( wrong document ) to show proof of deferment from 2 years ago. Tone still friendly but becoming irritated. 

XX/XX/XXXX ( XXXX JST ) : I sent correct attachment from XXXX to person XXXX with an apology for the mistake. 

XXXX ( XXXX JST ) : Person XXXX states loans are PAID IN FULL. Ignores question for a third time. 

XX/XX/XXXX XXXX JST ) : I checked if they were paid in full, they were in fact not ( {$50000.00} balance with {$560.00} due XX/XX/XXXX. ) XX/XX/XXXX ( XXXX JST ) : I called my stepmother to talk to XXXX XXXX XXXX phone call ( I called her phone via XXXX, spoke to representative over speaker ). 

XX/XX/XXXX ( XXXX EST ) : My stepmother used my father 's phone to call XXXX and used her phone for me to speak to them over speaker. ( Note : I used XXXX XXXX for this as it shows it this way on my father 's screenshot. It's the same day as the time above, I have a XXXX hour time difference depending on the time of the year ). 

XX/XX/XXXX ( XXXX EST ) / XX/XX/XXXX ( XXXX JST ) : I spoke to XXXX at XXXX who spoke to manager, was assured multiple times that all I needed to do was resubmit the form. Still did not answer why it was okay 2 years ago but not okay now. 

XX/XX/XXXX : I reuploaded deferment document for second time, new copy with up-to-date date. 
XX/XX/XXXX : Received second denial letter ( Missing Signature ) XX/XX/XXXX ( XXXX JST : ) I asked for person XXXX to provide that ( loan paid in full ) in writing. Tone becoming not friendly. 

XX/XX/XXXX : I reuploaded deferment document for third time with new signature. 
XX/XX/XXXX : Received third denial letter ( Not title VI school ) XX/XX/XXXX ( XXXX JST ) : Person XXXX apologizes and states borrower 's loans are not paid in full. Was told to refer to denial letter on XX/XX/XXXX. 

XX/XX/XXXX ( XXXX JST : ) I asked person XXXX why they stated my loans were paid in full previously. I also brought up speaking to XXXX previously and that I was denied for " missing signature ''. Told person XXXX I did not wish to get legal services involved but I was getting tired of the blatant lying. No one has still answered why this was okay 2 years but not okay now. My payment is also now considered " late '' despite starting process in well in advance. Tone not friendly, gives lukewarm regards. 

XX/XX/XXXX ( XXXX JST ) Person XXXX ( same person ) apologizes for confusion. States the same thing as before that my deferment in illegible due to XXXX  VI status. No actual questions have been answered. 

XX/XX/XXXX sent complaint to CFPB. 

XXXX denials, no clear answers, and so much lying. Passed from person to person.

Company response to consumer: Closed with explanation