Consumer complaint received 2026-06-02 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Need information about your loan balance or loan terms
Company: Nelnet, Inc.
State: OK

Complaint narrative:
Here is a comprehensive, chronologically organized summary : # # # * * Product/Service Issue * * * * Federal student loan servicing * * Incorrect payment tracking, failure XXXX apply the XXXX-XXXX Account Adjustment, XXXX an administrative loop between the servicer XXXX the Department XXXX Education preventing XXXX XXXX XXXX discharge. # # # * * Complaint Summary * * * * Background : * * I am a federal student loan borrower enrolled in the Income-Contingent Repayment ( ICR ) plan, which carries a legally mandated XXXX ( XXXX ) forgiveness threshold. I have fully met this obligation, completing my XXXX monthly payment in XX/XX/year>. My servicer is Nelnet, XXXX the lender is the XXXX Department XXXX Education ( XXXX ). * * Chronology of Events XXXX Actions Taken : * * * * * XXXX 2026 : * * I successfully made my * * XXXX qualifying monthly payment * * XXXX Nelnet. I contacted Nelnet XXXX inquire about the timeline for my official loan discharge. Nelnet customer service agents stated they could not verify my historical count XXXX directed me XXXX contact the XXXX XXXX XXXX ( XXXX ) department. * * * Late XX/XX/year> : * * I contacted XXXX XXXX XXXX ( XXXX ) via phone. The XXXX representative stated that their modern dashboard only reflected * * XXXX payments * * on my account because the mandatory * * XXXX Account XXXX ( XXXX XXXX ) * * had not yet been applied to my file. Crucially, the XXXX agent stated that Nelnet is the assigned servicer responsible for providing XXXX verifying the underlying payment data. * * * Late XX/XX/year> : * * XXXX resolve this discrepancy, I formally submitted an inquiry/dispute through the XXXX XXXX XXXX XXXX which generated an official case number. * * * Late XX/XX/year> : * * I received an automated escalation notice from XXXX stating : * '' XXXX has assigned your case to Nelnet for XXXX. Please allow up to XXXX days for your request XXXX be reviewed by an account XXXX. " * * * * XX/XX/year> : * * Nelnet issued a formal written response XXXX my escalated XXXX case ( signed by XXXX XXXX XXXX XXXX XXXX XXXX. The letter explicitly stated : > * '' XXXX qualify for forgiveness under XXXX you must make XXXX payments under the plan. We can not process forgiveness without direction from XXXX. As of XX/XX/year>, we have not received notice from XXXX XXXX process loan forgiveness. " * XXXX * * * Late XX/XX/year> : * * Because I was trapped in a direct " servicer standoff '' where XXXX points XXXX Nelnet for XXXX XXXX, and Nelnet refuses to act without a trigger file from XXXX formally escalated the matter by submitting a dispute letter and the Nelnet evidence to the * * XXXX Ombudsman XXXX * *. * * * XX/XX/year> ( XXXX XXXX ) : * * More than XXXX weeks have elapsed since my formal escalation XXXX the XXXX Ombudsman XXXX. I have received XXXX communication, updates, or resolution regarding my open case. # # # * * The Core Dispute & Impact * * The companies involved are engaging in a circular blame loop. The underlying historical data proving my XXXX repayment history is being withheld or ignored because the XXXX Account XXXX has stalled in a manual review cue. With a major federal student loan system migration scheduled for * * XX/XX/year> * *, I am facing severe administrative risk that my XXXX historical data will be further scrambled, lost, or delayed during database transitions. Furthermore, delayed processing into the late 2026 tax year creates a direct, substantial tax liability regarding the effective date of debt cancellation.

Company response to consumer: Closed with explanation