Consumer complaint received 2026-04-28 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: FL

Complaint narrative:
I am filing this complaint due to ongoing servicing failures related to PSLF tracking, IDR mismanagement, and inaccurate account handling. Since approximately 2019, I have made qualifying payments while employed by an eligible public service employer ( USPS ). However, my PSLF payment counts are inconsistent and clearly incorrect. Some loans show zero qualifying payments while others show partial counts ( XXXX ), despite being under the same employment and repayment conditions. This reflects a breakdown in recordkeeping, data transfer, or servicing accuracy. In addition, required paperwork and account updates have been left unprocessed for extended periods of time. Documentation that should have been reviewed and applied has effectively sat untouched for years, directly contributing to inaccurate payment counts and unresolved account issues. Despite submitting all requested documentation multiple times, my submissions have repeatedly been deemed insufficient without clear explanation or consistent guidance. The requirements appear to change or are not applied consistently, preventing my account from being properly reviewed and corrected. I was also placed into forbearance and/or incorrect repayment statuses based on servicer guidance. I was not informed that these actions could negatively impact my PSLF progress. As a result, I may have lost qualifying payment credit due to improper direction from the servicer. Additionally, my IDR payment amount was recently increased significantly without justification. My financial situation has not improved in a way that would support such an increase. This strongly suggests miscalculation, incorrect income data usage, or improper plan processing. I am currently on unpaid medical leave and have been for several months. This makes the sudden and significant increase in my monthly payment even more concerning, as it does not reflect my current financial situation and creates additional financial hardship. I have made repeated attempts to resolve these issues directly with the servicer and have received inconsistent, unclear, and sometimes contradictory responses. No meaningful correction has been made. These ongoing issues raise serious concerns regarding the accuracy of account servicing, proper application of federal program rules, and whether my account has been handled in accordance with required servicing standards. These failures have caused financial harm, delayed my progress toward forgiveness, and created unnecessary stress and administrative burden. I am requesting immediate corrective action : 1. A full audit of my account and PSLF qualifying payment history across all loans 2. Correction of all PSLF counts to accurately reflect my qualifying employment and payments since 2019 XXXX. Retroactive credit for any qualifying payments that were improperly excluded or lost due to servicing errors or forbearance placement 4. Immediate correction and recalculation of my IDR payment using accurate and verified income data 5. Removal of any negative consequences resulting from servicing errors The current state of my account is not accurate and does not reflect my payment history or eligibility. I expect a complete, documented resolution and a clear explanation of how these errors occurred.

Company response to consumer: Closed with explanation