Student loan -- Dealing with your lender or servicer -- Complaint #7661177
Complaint Overview
Complaint ID: 7661177
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: Oregon
ZIP Code: 97030
Date Received: 2023-10-07T12:00:00-05:00
Date Sent to Company: 2023-10-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I have been unable to reach Nelnet to find help with my account. My Federal loans were transferred to Nelnet. I was previously on an Income-Driven Repayment option, on the 20-year forgiveness track. I am not currently working and have been trying to update my status on the site to lower my monthly payment obligation. Also, while in my account, I noticed some discrepancies with the amount owed and could not find my 20-year track information. I filled out the online form and received an email with instructions. To me, the instructions were not clear - it seemed as if they wanted me to start an IDR from scratch. Also, the email contained a broken link ( I tried from multiple browsers and over a period of time ). I tried calling Nelnet several times over the period of several days, with hold times of up to an hour and forty-five minutes. They do not have a contact feature on any social media and their chatbot was not able to provide specific answers to my questions or point me in the right direction. Today is the due date for payment and I have still not been able to reach them.
Frequently Asked Questions
What is Complaint #7661177 about?
Complaint #7661177 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-10-07T12:00:00-05:00.
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.