Consumer complaint received 2026-03-10 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: IL

Complaint narrative:
To : [ XXXX ] ( XXXX : XXXX ) Cc : XXXX Dear Consumer Financial Protection Bureau, I am submitting this formal complaint to request immediate intervention regarding two * * Borrower Defense to Repayment * * applications that remain unresolved through XXXX XXXX XXXX. The cases are listed below : Borrower Defense Case # XXXX Borrower Defense Case # XXXX Both applications were submitted through * * XXXX * * on * * XX/XX/year> * *. Since that date, the cases have remained in a * * pending review * * status with no meaningful updates, determinations, or evidence of active review. As of today, these applications appear to be stalled in administrative limbo. In addition, none of my federal loan servicersincluding * * XXXX * *, * * Nelnet * *, or * * XXXX * * have any record that these Borrower Defense claims have been reviewed, processed, or communicated to them for action. This lack of transparency and coordination between * * XXXX XXXX XXXX * * and its servicing partners raises serious concerns regarding the handling of these applications and the protections afforded to federal student loan borrowers. The * * Borrower Defense to Repayment program * *, authorized under federal regulations including * * 34 CFR 685.206 and 685.222 * *, was established to provide relief to borrowers who were misled or harmed by their institutions. The extended delay in reviewing and resolving these cases undermines the intent of these protections and leaves borrowers without clarity, accountability, or resolution. As a borrower who has complied with all submission requirements, I am entitled to transparency and timely processing of my claims. The prolonged inaction on these cases has created ongoing financial uncertainty and administrative hardship. Through this complaint, I respectfully request that the Consumer Financial Protection Bureau intervene and require * * XXXX XXXX XXXX XXXX XXXX * * to take the following actions : 1. Provide a * * formal written status update * * for Borrower Defense Case # XXXX and Case # XXXX. 2. Explain * * why these applications have remained in review since XX/XX/year> without visible progress or communication * *. 3. Confirm whether these cases have been * * reviewed internally or transmitted to my loan servicers ( XXXX, Nelnet, or XXXX ) * *. 4. * * Escalate both cases for immediate review and determination * * by the appropriate Department of Education personnel. 5. Provide a * * clear timeline for final resolution * * of both Borrower Defense claims. Given the length of time these applications have been pending without action, I respectfully request that this matter receive a * * formal response within 30 days of receipt of this complaint * * outlining the status of my cases and the steps being taken toward resolution. If necessary, I am prepared to pursue additional escalation through the * * XXXX XXXX XXXX Ombudsman Group * * and other appropriate oversight channels to ensure that my applications receive the review and determination required under federal borrower protection regulations. I appreciate the Consumer Financial Protection Bureaus role in ensuring accountability and transparency within the federal student loan system, and I respectfully request prompt attention to this matter. Please confirm receipt of this complaint and provide written confirmation of the actions being taken to address these cases. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX Borrower Defense Case # : XXXX Borrower Defense Case # : XXXX Submission Date : XX/XX/year>XXXX XXXX

Company response to consumer: Closed with explanation