Consumer complaint received 2024-03-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc.
State: KS

Complaint narrative:
On XX/XX/XXXX, I submitted the following complaint to studentaid.gov : My loans have been forgiven via the PSLF program ( thank you ) ; I received notification of this via letter dated XXXX XX/XX/XXXX. I spoke with a loan service rep supervisor on XXXX XX/XX/XXXX, and requested a refund for the payments i'd made on my loan since XXXX. At that time she said she'd submitted the request and i should receive the refund within 150 days ( per subsequent email and phone conversations, this was verified ). I did receive a refund for the payments made in XXXX, XXXX, & XXXX, after my loan was sold from XXXX to the next loan servicer, but i never received a XXXX for the payments made from XX/XX/XXXX thru XX/XX/XXXX, and when I called to inquire today, was told i won't receive a refund for these payments. It is my understanding that if i had not made any payments at all between XX/XX/XXXX and the time when my loan was forgiven thru the PSLF program, all those months would still have counted toward my total 120mos of service & payment, and that amount, too, would have been forgiven. If needed, i can provide evidence of the payments made between XXXX thru XXXX ( printed from the XXXX website ), as well as the letter from XXXX dated XXXX XX/XX/XXXX notifying me that my loans have been forgiven. I reviewed the information about suspended payments & repayments provided by your website; it seems my understanding is correct : If you have Direct Loans that are not in default [ I have never been in default on my loans ], and work full-time for a qualifying employer during the payment suspension [ I have worked as a XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ], you can earn credit toward PSLF and TEPSLF as if you continued to make regular monthly payments. You can think of them as XXXX payments. The only thing you need to do is submit the PSLF and TEPSLF Certification and Application ( PSLF form ) to get qualifying payment credit. Refunds You can get a refund for any payments you make during the payment pause ( XX/XX/XXXX, through XXXX XXXX, XXXX ). Even if you get a refund, that month still counts toward PSLF, as long as all other qualifications are met. Just call your servicer to ask for a refund. [ I made monthly payments of XXXX XXXX XXXX, & XXXX XXXX - XX/XX/XXXX of this time period ] There is some confusion about who owned my loans at the time of discharge. My servicer had been XXXX XXXX ; shortly before my loans were discharged, I received notice that they'd been sold to XXXX XXXX However, XXXX has no record of receiving my loans. I also saw on the website at that time that the sale was canceled because my loans were being discharged. I received a notice ( online ) from XXXX dated XX/XX/XXXX that Based on conversation with one of our representatives on XX/XX/XXXX, a refund request was submitted on that date for XXXX. '' I still have not received that refund. I contacted XXXX XXXX XXXX 's office to request assistance, with multiple communications in XXXX, but ultimately their response was that I needed to contact my loan servicer for assistance ( which I'd already tried to do, as explained above ). At present, per the studentaid.gov website, I have two complaints open -- the one referred to above, opened on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which I just submitted on XXXX which is " pending. '' There was another submitted on XXXX XXXX XXXX XXXX XXXX, which was closed without any comment. 

I submitted a complaint to CFPB on XXXX XXXX XXXX and was told to contact NelNet, which I did [ again ] on XX/XX/XXXX, and once again they told me they have no record of ever having owned my loan. I requested a supervisor to call me back but they never did.

See prior complaint for document from XXXX dated XX/XX/XXXX stating that a request for refund was submitted ( text of such below ) : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, thanks for reaching out to us about your student loans. 
Were here to answer your questions and provide you with solutions. Heres the response to your recent request : Based on conversation with one of our representatives on XX/XX/XXXX, a refund request was submitted on that date for XXXX 
Were here to help Were happy to help you navigate your options, provide you with resources, and answer any questions you have as you repay your loans. If you have any questions about your account, visit us online or give us a call. 
Account number XXXX - XXXX XXXX XXXX Manage your account online XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX Remember, the more you can pay each month, the less you'll pay in interest over the life of your loans.

Company response to consumer: Closed with explanation