Date Received: 2018-11-02T00:00:00.000
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Consumer Consent Provided to Share Complaint: Consent provided
Consumer Complaint: On XX/XX/2018 I received an e-letter from Nelnet regarding my income-driven repayment plan. The letter had relevant typos and incomplete/inaccurate information — namely, the amount in which my monthly payments would be, the date they would begin at that level, and the date on which any interest would be capitalized into the principal.
I called the customer service line on XX/XX/2018 to find out the information above. The agent read through the letter with me and said ” I think what they mean is X. ” This explanation did not make sense to me and still didn’t give me the information I was asking for. Regarding the date of capitalization, the agent put me on hold to ask someone else and said neither of them knew the date it would happen.
I responded by saying those answers weren’t helpful and she said ” we work for the government, this is from them. ” I said, ” the federal government wrote this letter? ” she said, ” no, but this is coming from the Department of Education, that’s just how they operate. ” It is not helpful whatsoever to 1 ) not be able to obtain the dates necessary to make payments on my loans or 2 ) hear the servicer blame ” the government ” for their own mistakes or lack of competency.
Company: NELNET, INC.
State/Zip: DC 200XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3063647
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