CFPB Complaint

NELNET, INC. – CFPB Complaint ID 3086014

Consumer Complaint Submission

Date Received: 2018-11-28T00:00:00.000

Product: Federal student loan servicing

Issue: Struggling to repay your loan

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: Hello, I have been trying to get my plan lowered. I initially mailed the documentation with all of the questions answered proof of income etc. Two months ago and per Nelnet I did not sign the documents. So Nelenet send me an email telling me this and sends the documents back prefilled and tells me I just need to sign and return. I did this the same day. I was under the assumption the documentation from the first round combined with the signature from the second round would be sufficient to process my request.

So today I get another email from them saying now I need to answered the questions again which I have already one on two different occasions. So keep in mind I am sending this request because I can’t afford the payments and each time they are telling me to wait it is ok please give them 15-20 days to respond. Keep in mind they report items after a certain time frame.

One would assume that once they receive all documents it would be processed because I meet the requirements. Returned the documents twice. Now a third time and not only has this not been processed but also they have hit my credit report with a 90 day delinquency. Which in my opinion if you are sending the documents. I am complying with their requests my account should not be reported until this is resolved.

So not only have you not processed my request but made my credit score take a hit and that is not fair on my end when I have complied and sent back the info.

Company: NELNET, INC.

State/Zip: TX 761XX

Company Response to Complaint: Closed with non-monetary relief

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

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Complaint ID: 3086014

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