CFPB Complaint

NELNET, INC. – CFPB Complaint ID 3083729

Consumer Complaint Submission

Date Received: 2018-11-27T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I applied to renew income-based repayment with nelnet. Before nelnet purchased the loan I didn’t have a problem with this process. I went through and gave them access to my tax return in XXXX. I kept getting late payment reminders after that. I spoke to someone on the phone who didn’t have any explanation as to why my renewal wasn’t being processed, but she suggested that I upload a copy of my tax return to their site. I did so, but continued to get notices, and my payment was never adjusted. I contacted them again via email, but they seem to be just refusing to process my request.

Company: NELNET, INC.

State/Zip: NY 113XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3083729

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.

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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