Consumer complaint received 2022-03-03 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: CA

Complaint narrative:
This complaint is against Nelnet. Accounts XXXX and XXXX. Nelnet has repeatedly failed to answer or respond to my questions about my accounts or respond to specific questions with generalized boilerplate answers that are irrelevant to my question. They repeatedly send contradictory statements to me or information that is invalid. Most recently they have refused to assist me with my account XXXX. 

Nelnet stated I needed to recertify for IBR. When I attempted to do so, the government website stated it was not yet time to recertify and that if I recertified now, it would not be recalculated until near the end of this year. I sent Nelnet several emails asking about this but they failed to respond. 

I finally decided to bypass the government message and recertify. My recertification was accepted and updated on XX/XX/XXXX. The message stated in part, " Your qualifying federal student loans are on an Income-Based Repayment ( IBR ) Plan. Your monthly payment amount for qualifying loans will be {$.00} for up to 12 months, beginning XX/XX/XXXX. '' Then on XX/XX/XXXX, Nelnet sent me an email which stated in part, " We did not receive all of the information needed to evaluate your eligibility. The remaining information needed from you to complete your application is listed below. We are not able to use the IRS Form 1040 you submitted. '' I responded to Nelnet stating that they already updated my recertification and accepted my documents ( my employer paystub ). I asked them to apply the recertification to XX/XX/XXXX, which shows an amount due of {$28.00} due by XX/XX/XXXX. Nelnet responded on XX/XX/XXXX with a generic email which at the end stated, " As a reminder, your next payment under your current IDR certification is due on [ Date_Payment ]. '' I responded on XX/XX/XXXX stating the email makes no sense and doesn't include a valid payment date, instead just saying, " [ Date_Payment ] '' and that they failed to answer my questions. 

Nelnet did not respond, but on XX/XX/XXXX I received two emails from Nelnet ( both identical in content but for each separate account ), which state, in part, " Thank you for your recent Income-Driven Repayment ( IDR ) Plan application. After reviewing your documentation, we dont have all of the necessary information from you to process your application... We received your request for a recertification. However, your Income Driven Repayment plan does not need to be recertified at this time. '' When I login to Nelnet, it still shows a balance due of {$28.00} for account XXXX, even though my IBR payment has been {$0.00} up until recently, and Nelnet confirmed it is {$0.00} for account XXXX in their letter to me dated XX/XX/XXXX. 

I don't know what else to do at this point. For years Nelnet has refused or failed to answer my questions or provide me with information about my loans. These more recent issues are just a continuation of those failures. Nelnet refuses or fails to respond to my questions and continues to send contradictory emails on a weekly basis, stating that I must recertify, then telling me not to recertify, stating my payment will be {$0.00}, then stating it will be {$28.00}, then sending me emails that don't include a payment date at all, just stating that my next payment is due on " [ Date_Payment ]. '' Please assist. This has caused me substantial distress over the past years and especially in the past few months. I have spent hours attempting to get answers from Nelnet.

Company response to consumer: Closed with explanation