Consumer complaint received 2025-09-03 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: DC

Complaint narrative:
CFPB Student Loan Complaint Unauthorized Change of Loan Servicer and Suspected Fraud Summary of the Issue : On XX/XX/2025, I submitted a federal student loan consolidation application through XXXX  According to my account, the application was never processed and has remained in processing status since that date. 

However, on XX/XX/2025, I logged into my account and discovered that my loans had suddenly been moved to NelNet as my servicer without my consent and without my selecting NelNet during the consolidation process. I never requested NelNet as my servicer at any point this year. 

This sudden assignment of NelNet as my servicer does not make sense, given that my consolidation application was never completed and I had not finalized a servicer selection. This raises concerns that my loan servicing was changed without my authorization. 

Connection to Institutional Misconduct : At the same time this unexpected change occurred, I have been experiencing serious financial aid irregularities at XXXX XXXX. The university has concealed my XXXX XXXX XXXX and failed to properly apply my aid for XXXX XXXX. I have already reported these issues to the XXXX XXXX XXXX  XXXX XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX ) and the Department of Education itself.

The sudden appearance of NelNet as my servicer on the exact same day XXXX XXXX financial aid misconduct was escalated raises red flags about whether fraudulent activity occurred, either within the schools financial aid office, at the Department of Education, or during the loan servicing process. 

Impact on Me : I was unable to process my XXXX XXXX ( XXXX ) plan application, which was disrupted when NelNet was suddenly assigned without my consent. 

My approved federal aid ( including XXXX XXXX XXXX ) has not been disbursed for this semester, leaving me unable to pay tuition, housing, transportation, or purchase supplies. 

This unexpected switch of servicers has created confusion, financial harm, and distrust in the integrity of my loan records. 

Requested Resolution : Investigate how and why NelNet was assigned as my loan servicer without my consent when my consolidation application was still listed as processing. 

Confirm whether XXXX XXXX  or the Department of Education improperly interfered with or altered my loan servicing. 

Provide me with the ability to choose or confirm my loan servicer rather than having one assigned unexpectedly.

Ensure that my federal aid is disbursed properly and that my loan records are corrected to reflect accurate servicing history. 

Provide a written explanation of how this change occurred and prevent any future unauthorized changes to my servicer. 

Additional Information : Consolidation application date : XX/XX/2025 ( status shows still processing ).

Servicer suddenly changed to NelNet : XX/XX/2025. 

School involved : XXXX XXXX, currently under complaint with XXXX and Department of Education  for mishandling financial aid disbursement.

Company response to consumer: Closed with explanation