CFPB Complaint

NELNET, INC. – CFPB Complaint ID 3063647

Consumer Complaint Submission

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

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.




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