Complaints

This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nelnet - National Educational Loan Network has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nelnet - National Educational Loan Network

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account was supposed to be removed from all credit reports as the loans were forgiven and to be removed from all credit reports. Nelnet is still on my TransUnion credit report.

  

  Business Response

  Date: 12/13/2023

  December 13, 2023
  
  ******* ****
  **** ******** *****
  ********** ** *****
  
  Account: **********
  
  
  Dear *******,
  
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
  lender, the U.S. Department of Education (ED), we service your federal student loans. We take your
  concerns seriously and appreciate the opportunity to respond.
  
  Your concern, as we understand it, is your credit report reflects your federal student loans with us
  after you received forgiveness through the borrower defense to repayment program. You’re asking
  us to update your credit report.
  
  Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to consumer
  reporting agencies (CRAs) is complete and accurate. Based on your request and the information you
  provided, we carefully reviewed your concern and the corresponding data furnished to the CRAs.
  Our investigation indicates the data accurately reflected your loan status at the time it was furnished.
  We haven’t reported to the consumer reporting agencies (CRAs) on your federal student loans since
  July 2018 when we reported they were transferred to another office due to unresolved
  delinquencies.
  
  If you disagree with our initial decision, please send us new information including the basis of your
  dispute and supporting documentation to the address in this letter. Please be sure to include your
  account number.
  
  We hope you find this information helpful. If you have any other questions, you may call us at ****
  ******** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8
  a.m. to 6 p.m. Thursday and Friday. You can also email ********************************** or
  visit **********.
  
  Sincerely,
  
  ***** **
  Nelnet Loan Servicing

  Customer Answer

  Date: 12/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because the decision in Sweet V Cardona clearly states

  "delete the credit report tradeline associated with the discharged loan(s)."

  You are violating this ruling by contributing to report these tradelines.

  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 12/21/2023

  Pertaining to ******* ****'s federal student loan account, we
  reviewed their concerns and provide the attached response.

  We appreciate your feedback regarding our response to the Better Business Bureau. We understand
  you still have concerns related to our December 13, 2023 response.
  Based upon your recent correspondence we received on December 14, 2023, no additional
  information was provided. Our December 13, 2023 response explained our investigation of the data
  furnished to the consumer reporting agencies (CRAs). We are obligated by the Fair Credit Reporting
  Act to ensure the data we furnish to CRAs is complete and accurate. The data we provided to the
  CRAs accurately indicates your loan status at the time it was furnished. We have not furnished data
  to the CRAs pertaining to your federal student loans since July 2018 when they were transferred.
  If you have new evidence that supports the data we furnished to the CRAs is inaccurate we will
  further review your concern. This information may be sent to the address listed at the bottom of this
  page. Be sure to include your account number.
  We hope you find this information helpful. If you have any other questions, you may call us at **** ******** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8
  a.m. to 6 p.m. Thursday and Friday. You can also email ********************************** or
  visit **********

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my student loan twice in September to cover both September and October payments. When I went in to pay November it was stating my account is behind 1 month even with me paying my November bill. I then talked with Nelnet and they stated the issue would be fix. December 1 I called back to make a payment and it stated my account is now behind two months. I called in to talk with Nelnet and continued to be put on hold and not assisted. I am being affected by this issue with my credit and is in fear due to Nelnet negligence I could possibly be sued from Nelnet nit correcting their error. I am sure sadden by this as well that could also affect my future with being a home due to my credit or being given the opportunity for student loan forgiveness as well. I want this all resolved and fixed by Nelnet immediately. The two separate transactions are on the document from my banking for the balance of 218.00.

  Customer Answer

  Date: 12/04/2023

  Hello when I contacted on 12/1 Nelnet tried to get me to sign a forbearance which put interest on my loan. I feel that is wrong due to both of my payments were paid and Nelnet will need to make the correction and get my account back in good standing. I will be contacting my back and advising them that Nelnet is stating they never received my two payments as for them to assist with my dispute. I need this addressed as soon as possible.  This is affecting me in so many ways and Nelnet is not going about this correctly or in a timely fashion. 

  

  Business Response

  Date: 12/20/2023

  Pertaining to ******** ********* federal student loan account, we reviewed their concerns and provide the
  attached response.

  December 20, 2023

  
  ******** *******
  **** * ********* *****
  *** *** ******* ** **********

  
  Account: **********

  
  Dear ********,

  
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
  lender, ** **** *** *** ******* ** * *****, we service your federal student loans. We take
  your concerns seriously and appreciate the opportunity to respond.

  
  As we understand it, you paid two loan payments in September to cover September and October.
  When you made your payment for November, we showed you were one month behind even with
  paying November. You have called several times but have gotten no resolution.

  
  On December 15, 2023, we processed your payment of $218.90, effective September 26, 2023.
  Your next payment of $218.90 is due on February 1, 2024. We apologize for any inconvenience this
  may have caused.

  
  We hope you find this information helpful. If you have any other questions, you may call us at 888-
  486-4722 from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a. m. to 8 p. m. Tuesday and Wednesday, and
  8 a.m. to 6 p.m. Thursday and Friday. You can also email [email protected] or
  visit Nelnet.com.

  
  Sincerely,
  **** **
  Nelnet Loan Servicing

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NelNet was my loan servicer for years while I was in school. Jan of 2023 my student loans were transferred to another servicer. I tried to submit a dispute with the insurance to close the loans and they responded that I needed to work with NelNet. I called sat on hold for over an hour to speak with someone. When the tech came on it was with 'Hello?' so my first thought was confusion if I called the right number. I explained the situation to her that my credit report was still showing these loans and I need NelNet to let the bureaus know again that these loans have been transferred. She put me on hold, which was fine, then comes on to accuse me of calling in the previous day, then gives me more details that it was actually the insurance who called them and put me back on hold. Then she comes back and tried to give me info I didn't ask for and close the call. When I asked directly if the form could be sent to the bureaus again her response was "no, we sent it and if they haven't updated it's their problem". No, it's directly my problem since it's my credit report. How can your policy be to not send things again? Everyone under the sun knows stuff gets lost in the mail all the time and your company response is "too bad"? I tried to submit a complaint directly to the company for help and that's being ignored too. You are directly impacting my credit report update the bureaus.

  

  Business Response

  Date: 12/08/2023

  Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
  attached response.

• Initial Complaint

  Date:12/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have filed for the 3rd time to get a different repayment option on the website under "Long-Term Solution" to move my FDLP Loans to the Extended Standard option. After over a month, nothing has been done and it says please allow 7 - 10 days for processing.

  

  Business Response

  Date: 12/07/2023

  Pertaining to ******* ********* *ederal student loan account, we reviewed their concerns and provide the
  attached response.

  Customer Answer

  Date: 12/07/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a payment of $220.00 in October after being told that the government approved my forgiving my loan. the payment was take out of my bank account and chased, I validated with my bank but has never posted to my account, thus incurring more fees. I tried to call and there is nearly 1.5-2 hour wait times this is beyond unacceptable. I tired to email and get a auto generated email stating to call, I need my payment posted and compensated for the countless hours and lies trying to sort this out.
  
  Payment Date: October 12, 2023
  Payment amount: $220.00

  

  Business Response

  Date: 12/14/2023

  Pertaining to ***** ****** federal student loan account, we
  reviewed their concerns and provide the attached response.

  December 14, 2023

  
  ***** *****
  *** ***** ******* ******
  ***** ** *****

  
  Account: **********

  
  Dear *****,

  
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
  lender* *** **** ********** ** ********* ***), we service your federal student loans. We take your
  concerns seriously and appreciate the opportunity to respond.

  
  Your concern, as we understand it, is you made a payment of $220.00 on October 12, 2023, and it
  hasn’t been applied to your account. You’ve also experienced issues reaching us via phone. You’re
  asking us to locate and apply this payment to your loans.

  
  We have no record of receiving a payment in October. We received a payment of $220.00 on
  November 9, 2023, and $220.00 on December 7, 2023. To assist us in locating the payment you
  sent in October, please provide a copy of the front and back of the check that has cleared your bank
  account or a copy of your bank statement showing the cleared payment. You can submit this
  documentation to Nelnet either by fax (1.877.402.5816), or by mail:

  
  Nelnet
  Attn: Solutions Center
  P.O. Box 82561
  Lincoln, NE 68501-2561

  
  We hope you find this information helpful. If you have any other questions, you may call us at 888-
  486-4722 from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8
  a.m. to 6 p.m. Thursday and Friday. You can also email [email protected] or
  visit Nelnet.com.

  
  Sincerely,
  ***** **
  Nelnet Loan Servicing

  Customer Answer

  Date: 12/19/2023

  I have sent this as requested to Nelnet and still not response.  Have them call me ************ so I can get them what they need.

  They told me to send I did the same day on 12/14 and still no reply.  I send to the email they gave in their response.  [email protected]

  Or they can just write off my balance.

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** ********** and contacted me about an online class. Gave me a couple examples of online class questions. I did not register for program or school. Now receiving a bill. Current balance is 10,020.72

  

  Business Response

  Date: 12/15/2023

  Pertaining to ***** ********
  federal student loan account, we reviewed their concerns and provide the
  attached response.

  Your concern, as we understand it, is ******** ********** contacted you regarding the option for
  online courses and gave you some examples of their online class questions. You assert that you did
  not register for their program or school. You are receiving billing statements from us and think that
  they are in error due to ******** **********. You are requesting that we not have further contact with
  you.
  We service three ******* ******** ***** on behalf of ED. These loans were disbursed through the ******* *****t Program between May 2021 and December 2021, to pay educational expenses at
  ******* ********** ** ****** *******. As of December 15, 2023, your outstanding balance is
  $10,052.55. Of this balance $9,969.00 is principal and $83.55 is interest. As of December 15, 2023,
  your loans are in repayment and 50 days past due for $191.80. Your next monthly payment in the
  amount of $95.90 is due on December 26, 2023, for a total due of $287.70.
  We have reviewed the ******** ******* **** **** ****** ******** which is ED’s central
  repository for federal student loans. ** ******* **** **** ******* ** *** ********** **** ******** *********** ** *** **** *** ********** ********* ****** ******* ** ** ************ ******* *** ***** ****** ***** *** ** **** ** ***** ** ****** **** ** **** *** **** **** *********** ******** ** *** **** *** ***** ********** *** *** **** ** ** **** ******** **** * **** ** * **** ********* ******* * **** ** * **** ******* *** ********** *** * **** ** * **** ******** *** ******* *** *** **** ***** ********************************** ** ***** ***********

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past 2 months I have been trying to make student loan payments to this company. Every time I try to do so, a few days later I am sent an email that, "the payment was cancelled or returned due to insufficient funds". That is not the case at all. There is money in this bank account. So I decided to set up autopay for my first payment that was actually due 11/23/23. I got the same email from Nelnet on 11/29/23 that the payment was returned due to insufficient funds. Now my account is saying that it is past due. All the while I am still being charged interest on my principle amount. This is robbery because if they had taken my last 3-4 attempted payments, I would not have been charged the same amount of interest because the principle would have been lower. When I have tried to call, the wait time simply continues to increase. I do not have time to sit all day and wait to talk to a person JUST to pay a bill I have already attempted multiple times to pay. After all, I do have to work, to pay that payment! I would love if someone from Nelnet would call me.

  

  Business Response

  Date: 12/13/2023

  Pertaining to ***** ******* federal student loan account, we reviewed their concerns and provided the attached response.

  December 13, 2023
  ***** *****
  *** ***** ****
  ******* ** *****
  Account: EXXXXX****
  Dear *****,
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
  lender, the U.S. Department of Education (ED), we service your federal student loans.
  Your concern, as we understand it, is you have made several payments that have not been processed
  and have been returned. You are asking us to contact you and assist with making your payments.
  We apologize for any frustration this issue may have caused. Based on your concern and our review of
  your account, we verified a Nelnet representative called you on November 6, 2023, and November 7,
  2023. Unfortunately you were not available to answer and your voicemail was not accepting
  messages.
  When your payments were returned, it was due to the bank not being able to locate the account. The
  account number was entered incorrectly. You made a payment on November 30, 2023, that contained
  the correct account number and your payment $370.96 was processed and applied to your account.
  Your account is now set up on auto debit, our automated payment processing system, which allows
  us to withdraw payments automatically from a U.S. checking or savings account. You will also
  receive a 0.25% interest rate reduction offered by your lender when you’re enrolled during a
  repayment status.
  We hope you find this information helpful. If you have any other questions, please call us at 888-486-
  4722, from 8 a.m. to 9 p.m. (Eastern) Monday, Tuesday and Wednesday 8 a.m. to 8 p.m., and
  Thursday and Friday 8 a.m. to 6 p.m. You can also visit our website at Nelnet.com or email
  [email protected].
  Sincerely,
  ***** **
  Nelnet Loan Servicing

  
  

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve been going back and forth with their customer service department for around 2 months at this point. I’ve been trying to get them to help and advise me on what I need to provide if I don’t get paid by the month. They want me to provide proof of gross monthly income for my income driven repayment plan application when I don’t get paid by the month, but then they just give me the run around without actually answering my question after making me wait at least two weeks for a response.

  Customer Answer

  Date: 11/29/2023

  I did not request a third party to file my complaint.

  

  Business Response

  Date: 12/06/2023

  Pertaining to ******** ***** *ederal student loan
  account, we reviewed their concerns and provide the attached response

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payments being made on time but account shows no payment.

  Customer Answer

  Date: 11/29/2023

  I'm not sure what you are asking.  The loan is under my name and is for my sons college education.  He is making the payments out of his checking account and is signed on as a payee. I guess a third party is involved but the loan is in my name and although he agreed to make payments it still effects my credit, accountability, etc. if payments are not being processed. 

  

  Business Response

  Date: 12/05/2023

  Pertaining to ******* ********* federal student loan account, we
  reviewed their concerns and provide the attached response.

• Initial Complaint

  Date:11/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been on about six 40+ minute phone calls and collectively about 18 hrs of time on hold or on a call back list for my student loan repayment. I finally was approved for my *** **** program on my loans. I was told over the phone my monthly payment would be $23/month. Then, on October 31st, after being placed on administrative forbearance since September while interest started accruing on my loans again while Nelnet “processed my *** application” I receive a message in my account saying I owe $9.30/month for 12 months starting 12/17/23. So I set up my auto debit. I logged into my account on 11/22/23 to ensure everything was still set up as planned and see that my loan payment is now due on 12/3/23 and I owe $456.21. I call Nelnet, talk to ********, was told there was a glitch and that I did only owe $9.30, she would fix it that same day. I check my account today 11/28/23 and my account now says I have several due dates, the first one on 12/3/23 for now $462.89. So I call Nelnet again, now ***** tells me I owe the $462, plus the $9.30, plus $1100, plus $1600 and only some of my loans were put on *** plan due to a “glitch” and that they should all be put on the *** plan in the next 4-6 weeks to have one single payment of about $23 once resolved. She then put me on my third administrative forbearance while this “paperwork is processed” to put all my loans from the same school for the same degree all on the *** **** plan as they should have been in the first place according to her and everyone else I’ve spoken to. During these administrative forbearances to keep my account current/not appear that I’m missing payments, I’ve accrued $4,371 of interest to date, which will continue to climb while I wait for new paperwork to process. I should be reimbursed the interest accrued during all these “administrative forbearances.” Why should I be penalized for your company failing to complete my application and correctly apply the program to my loans due to this “glitch?”

  

  Business Response

  Date: 12/12/2023

  Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
  attached response.

  

  Business Response

  Date: 12/21/2023

  Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
  attached response.

  Thank you for your inquiry regarding your ******* student loan account with Nelnet Loan Servicing
  (Nelnet). On behalf of your lender, the **** ********** ** ********* ***), we service your federal
  student loans. The Better Business Bureau forwarded your inquiry to us for a response. We take
  your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is you applied for the ****** ** * ******** ********* ****** Plan in September, and you have received multiple notices advising of different payment amounts.
  You were also advised that the **** plan was not able to be processed on all of your loans and
  that you needed to send in a new application. You are requesting assistance with your account
  because you do not feel that you should be penalized for the amount of time it has taken to get your
  application processed.
  Based on your concerns, we have carefully reviewed your account, and we sincerely apologize for
  the delay in processing and the confusing notifications you have received. Additionally, we regret to
  inform you that the information you received in the letter dated December 12, 2023, is incorrect. We
  do not need a new application and the payment information you were previously advised is also
  incorrect. Again, we apologize for any inconvenience and confusion this has caused.
  On December 20, 2023, our processing team re-reviewed your application for the **** **** and
  determined that it is complete and able to be processed on all of your loans. Beginning January 17,
  2024, you have a payment of $0.00 for 12 payments. Your next payment is due on January 17,
  2025, we will send you additional information regarding how to recertify your income and family
  information when it gets closer to your next due date

  Customer Answer

  Date: 12/23/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Hi again,

  Thank you for the response—I saw the note form Dec 12 2023 that you are telling me to ignore, as well as the one on Dec 20 2023 that you noted in your response that all 11 of my loans would be on the **** plan-“ On December 20, 2023, our processing team re-reviewed your application for the **** Plan and determined that it is complete and able to be processed on all of your loans. Beginning January 17, 2024, you have a payment of $0.00 for 12 payments. Your next payment is due on January 17, 2025, we will send you additional information regarding how to recertify your income and family information when it gets closer to your next due date.” I also see I was told incorrectly that I needed to reapply for the **** plan, but I had already reapplied by the time I had received your response. And THEN, on Dec 22 2023 I received a new letter saying as of 2/17/2023 I will owe $21.48 per month on my 11 loans for the next 12 months through 2/17/25 at which point they will be reassessed. But as of TODAY Dec 23, 2023, my account says I owe $9.30/ month starting 2/17/23 for the next year, the number I was given Oct 31 2023. Please see attached screen shots. So I genuinely still have no idea what is going on or what I actually owe for the next 12 months, or if it starts January 17, 2024 as you stated in your response on Dec 22 2023, or if my payments restart Feb 17 2024 like my account dashboard indicates. Also, there is still nothing addressing how the thousands of dollars of accrued interest will be fixed based on your company’s admitted mistakes regarding how my account has been handled. Thank you for your continued efforts in correcting these issues. 

  
  
  
  Sincerely,
  
  
  
  ******* ******