Consumer complaint received 2024-02-21 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 will try to be as concise as possible, there are several problems at play here that have also been reported to the XXXX XXXX XXXX : My student loans transfered from Great Lakes to Nelnet  in XXXX. I asked for a copy of all of my XXXX XXXX XXXX at that time so they wouldn't get lost and still have not received them. 

XXXX about my SAVE/IBR application : I XXXX my application for the XXXX plan on XX/XX/XXXX of last year. They said that while it was in progress, no payments were needed. I received XXXX similar emails titled, " your application is in progress '' or " your payments are postponed '' on XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX. 
Any billing statement emails I got in the interim have had {$0.00} due. Including the email for my XX/XX/XXXX statement of this year. Not a single thing was mailed to me, they have my correct address. I can prove this with XXXX daily digest emails. 

I did miss a single email asking for my spouses paystub for my IDR application on XX/XX/XXXX, 4 days before XXXX and before my husband and I both got hit with the XXXX and XXXX, back to back. No follow-up email, no letter. I was confused because I didn't apply for XXXX, I applied for XXXX. I can't find their records of this on Nelnet 's website, but I do see it on the XXXX XXXX XXXXXXXX website. 

When I called earlier today I was told I missed my requalification period for XXXX. No addressing my XXXX application, that I repeatedly told them I applied for 4 months ago. 
Funny enough, they actually lost a suit in XXXX  and had to pay $ XXXX for failure to communicate to borrowers this exact situation. 


XXXX about repayments : Yesterday I received an email that my account was past due. Really odd, because I didn't receive an email with either a XXXX or XXXX statement saying that something was due. Didn't concern me at the time because the statement emails were sporadic and always said {$0.00} while my loans were in administrative forbearance. Again, no physical mail, which I have government record on. 
All of a sudden I have a statement balance of {$740.00}, half of which is past due. They said they sent a letter on XX/XX/XXXX. Its been a week, I have not yet received it. 
Instead of being any level of helpful on the call they tried to pressure me to set-up payment on the phone. 

XXXX. Auto-payment : When I called to ask about my application they looked up my account activity and said I had canceled my auto-pay in XXXX. That was funny, because I haven't logged in since XXXX and I never set up auto-pay with them specifically because I don't trust them. 
This is anecdotal, but there are dozens of threads on r/StudentLoans talking about how Nelnet has XXXX payments and then said there was no payment made, or pulled payment if you have an ACH saved, but don't have autopay set up, or flat out, don't pull autopay and hit you with late fees. 

All of this is to say. Nelnet is engaging in multiple downright criminal activities, some of which they have already been sued for, on XXXX of the largest and most financially vulnerable population of borrowers in this country. I am afraid I have no recourse, I wouldn't even know how to go about switching servicers and I am deathly afraid this will be my life forever. I graduated 12 years ago and the balance of my student loans has actually increased due to capitalized interest. This is not how Student Loans were explained to me when I signed that paperwork at XXXX. It is a constant living nightmare.

Company response to consumer: Closed with explanation