Quick Answer: This CFPB complaint shows how Nelnet repeatedly requested documentation that was already submitted for a Total and Permanent Discharge application, causing processing delays. The complaint highlights common servicer issues including poor communication, contradictory correspondence, and difficulty reaching knowledgeable representatives who can provide accurate account status updates.
Date Received: 2018-12-31T00:00:00.000
Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
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Consumer Complaint: In XX/XX/2018, I applied for a Total and Permanent Discharge due to being XXXX XXXX. I returned my completed form and Nelnet ( the Federal Student Loan Servicer ) wrote me on XX/XX/2018 to inform me that my physician did not complete Question # 4 on the XXXX form. My physician completed Question # 4 and signed the form as requested on XX/XX/2018. On XX/XX/2018, I emailed the form back to Nelnet. Around XX/XX/2018, I received another written letter from Nelnet informing me that it had not received the updated information from my physician, which is untrue. I called Nelnet on or around XX/XX/2018 and spoke to a female representative who confirmed that my completed and updated form had been received but could not tell me the status of my account. I asked for my call to be escalated to a supervisor and spoke with XXXX. He informed me that all required information had been submitted and that he would escalated my case for a decision and call me back on Friday on XX/XX/2018. I never heard from XXXX. It is impossible to reach anyone at Nelnet who can give me an honest and reliable answer as to the status of my account. No one is able to explain why Nelnet keeps asking for information that it already has and why there has been a delay in processing my paperwork for the Student Loan Discharge to which I am eligible due to XXXX XXXX.
Company: NELNET, INC.
State/Zip: GA 301XX
Company Response to Complaint: Closed with explanation
Was Company Response Timely: Yes
Did Consumer Dispute Company Response: N/A
Complaint ID: 3113769
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.
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