Student loan -- Dealing with your lender or servicer -- Complaint #7484976
Complaint Overview
Complaint ID: 7484976
Company: Nelnet, INC.
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Wisconsin
ZIP Code: 54703
Date Received: 2023-08-31T12:00:00-05:00
Date Sent to Company: 2023-08-31T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/XXXX I spoke with a phone representative of Nelnet, who assured me I would receive paper statements in the mail, and that those statements would require a delivery time of 6-8 weeks. At that same time, I requested payment history from my previous servicer, Great Lakes. The response I got from the phone representative was that they " were waiting on that info from Great Lakes ''. After sending a follow-up email, I received an automated response about longer than usual wait times, but nothing concrete. It has now been over 8 weeks and I have not received any written correspondence from Nelnet, nor have I received any notification of an extended wait time. Additionally, on XX/XX/XXXX I sat on the line for over an hour. The automated voice at XXXX told me wait times were 59 minutes. One hour later at XXXX, wait times were still 59 minutes. I suspect this servicer is intentionally under-hiring and under-serving so that interest can accrue before people can enter into repayment plans, receive all relevant documentation, or enter forbearance through other means. Don't worry, that didn't stop them from accepting my payment of {$11000.00} on XX/XX/. They made sure at least that part worked.
Frequently Asked Questions
What is Complaint #7484976 about?
Complaint #7484976 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-08-31T12:00:00-05:00.
How did Nelnet, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Nelnet, INC.?
Yes, visit the Nelnet, INC. company profile at readthecomplaint.com/company/nelnet-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.