Student loan -- Dealing with your lender or servicer -- Complaint #7663918
Complaint Overview
Complaint ID: 7663918
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: Illinois
ZIP Code: 605XX
Date Received: 2023-10-08T12:00:00-05:00
Date Sent to Company: 2023-10-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I initially submitted my application for the SAVE Income Driven Repayment plan to the department of education on XX/XX/2023. I submitted a copy of that application to Nelnet on XX/XX/2023 and received an email confirmation that it was received. The email stated " If we havent finished processing your application in 10 days, we will send a follow-up email to let you know ''. I received another email on XX/XX/2023 that the application in in a processing queue and this was the last update I received. I attempted to call Nelnet on XX/XX/XXXX and their phone system stated the wait time would be 30 minutes. I was on hold for an hour, nobody answered and I couldn't remain on hold. I called Nelnet again on XX/XX/XXXX and the wait time was an estimated 30 minutes. I waited on hold for 3 hours until a rep took my call. The rep was unable to give me any details on the status of the application and when it would be processed. The rep could not confirm that anybody would give me a call back or send me any kind of email update. There was a moment where the rep suggested that I upload pay stubs to their system but did not confirm that this would be a required step for the application. This is my typical experience with Nelnet. Their reps are never able to give you a strait answer and sound like they just started the job in the past week. They have cut off direct email communication from their customers and instead you have to fill out a form in the hopes that someone will contact you and the is zero confidence that they will. Their system states that I have an upcoming student loan payment due on XX/XX/XXXX. I have fulfilled my obligation in turning on my application. Now it's time for Nelnet to fulfill their own obligations and is they can't, they need to be dissolved and have my transfer my balance to a different servicer.
Frequently Asked Questions
What is Complaint #7663918 about?
Complaint #7663918 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-10-08T12:00:00-05:00.
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.