Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I started my first semester of graduate school this month and I have been attempting to have my In-School Deferment Request ( XXXX No. XXXX ) form processed by Nelnet. I first uploaded the form through Nelnet 's document upload portal on XXXX XXXX After no notification of any kind, I waited several days before calling customer service to confirm receipt. On XX/XX/XXXX, I spent 30 minutes on the phone speaking with someone who stated there was no record of the form I uploaded because their website " has been having issues. '' Keep in mind this form contains my SSN and other sensitive information. I was told to upload the form again, which I did again after our conversation. It is now 11 days later and I have still not received notification that my form was received or if it is being processed. I am assuming not, because the customer service agent I talked to on XX/XX/XXXX said it would only take a couple days. I tried calling customer service again today, but hung up because the average estimated wait time was 67 minutes and I am trying to study today between my work schedule. My next payment is due soon and I need the form processed ASAP. These delays and dysfunctional website from Nelnet are not acceptable.
Company Response:
State: NC
Zip: 27612
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am now 4 months into paying my student loan debt to Nelnet and they still do not have a payment schedule available. I have tried calling and escalating this request to no avail. I am unable to efficiently do my financial planning if I do not know my month to month charges. They refuse to provide any correspondence or receipt of my request and they have given me conflicting information on my request when I call. Also the last call took an XXXXr and XXXX XXXX minutes for them to pick up.
Company Response:
State: NJ
Zip: 07017
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' ( Furnisher of information to credit agencies ) the financial institution and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, ( Furnisher of information to credit agencies ) whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnisher of information to credit agencies ) Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services.
Company Response:
State: NY
Zip: 12553
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans got transferred from Great Lakes without my consent or notice until the day of. I had XXXX in student loans as of XX/XX/XXXX. I have record proof of this through email which I've attached. After the transfer from Great Lakes to Nelnet, the number jumped to XXXX. I was not able to get documentation from Great lakes about my payment history before the transfer, as I was unaware that this was happening. When I went to check my Greatlakes account after receiving the nelnet email, my great lakes account was gone. My number reflected XXXX on studentloans.gov before the transfer, and after, it jumped to the number that Nelnet added. Since XX/XX/XXXX, I have paid XXXX and my student loan is showing that my balance is {$47000.00}. None of this matches any of the documentation I have. On my credit report, it matches the correct original Great lakes number of XXXX that I had left in student loans. That number matches my first email from nelnet. Nelnet added to my student loans, gave my incomplete payment activity from Great lakes, and won't let me talk to anyone at Great Lakes because they said it was dissolved. I can't clearly see the payments I made to Great Lakes, even though I've been consistently paying on my loans since XXXX, 14 years now. Also, they won't provide any statements that show my incorrect starting balance with them. I can see the payments I made to Nelnet but I can't see how it affected the alleged balance with them. I should only have {$35000.00} left in my student loans. Furthermore, I got several notifications and documentation that my loans were " paid in full '' but then it came back. A " mistake '' like this is completely unacceptable. What Nelnet has done is add to my student loans, and provided false information on several accounts. I have talked to several other people who have had the same issue with nelnet adding to their loan balance, saying their account was paid in full, and then coming back. Also, I have a screenshot that said my last payment was {$7800.00} on XXXX/XXXX/XXXX, when I paid XXXX on XX/XX/XXXX. None of these numbers match up. I need my balance corrected, all my payment history provided to me in a clearer fashion, and statements from both nelnet and Greatlakes. For all I know, my student loan might actually be less than XXXX with all that I have paid. Please help, I'm in so much debt and have been paying consistently for years. Student loans.gov also says I took out more loans than I ever did after the transfer to nelnet. Nelnet took over Great Lakes, they have all this information. My student loan should actually be less than XXXX with all that I have paid. They added money to my principal which means I've been paying more interest than I owe. I want all the money I've paid since the transfer to be corrected, which means even though I paid XXXX since the transfer, my interest should've been less, and that amount extra needs to be taken off the principal as well.
Company Response:
State: CT
Zip: 06405
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE repayment plan in XXXX on studentaid.gov, and was told that I was approved for XXXX XXXX monthly payments within a few days. My loan service provider, Nelnet, did not process this on their end, and their website showed that my monthly payment amount was to be XXXX XXXX. I emailed them and asked why my repayment plan did not process on their end. They said I had to submit proof of income, which I did. They then emailed me on XX/XX/XXXX stating my payments would be {$0.00} for the next year. Yesterday, XX/XX/XXXX, I received an email stating that I am past due XXXX XXXXXXXX. I called them today, XX/XX/XXXX, and explained that my payments were to be {$0.00}, as stated in the email they sent me, and according to the information on studentaid.gov. They stated that a couple of my loans weren't processed on SAVE, so they would put me on forbearance until XXXX while they process. I asked what I can do, and they said to just call back and check in a month. How is this fair? I am accruing interest on something that should not be accruing, I am told to call back in a month and see if it has processed, and I've been dealing with this since XXXX?? Additionally, they take hours to reach by phone and weeks to reach by email. Truly a terrible company.
Company Response:
State: AR
Zip: 72701
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a payment on XX/XX/2024 a day before my due date on XX/XX/2024. Today, XX/XX/2024 I logged on and was told I was past due and needed to make an immediate payment. I also have been making overpayments expecting those payment to go to principal, which they are not and I can not indicate anywhere during payment this is what I want to do. Therefore, my loan balance is growing. This is abhorrent and a complete and utter failure of the student loan system. I submitted a complaint to Nelnet, which got no response. I tried calling their customer service where I was placed on hold for XXXX hours with no response. I finally had to hang up because I have a job and can not waste XXXX hours of my day sitting on hold. Not to mention that their servicing hours are only within working hours. I am not wasting my vacation time or risking losing my job to wait on hold for customer service. They need to mark my payment as paid on time immediately, and not have this impact my income driven repayment plan. I have never been past due. This is a complete and utter failure of the student loan system. Something needs to be done with the student loan servicer, Nelnet, and the system in general.
Company Response:
State: NC
Zip: 28205
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: They are applying payments to only one loan on my account, yet charging me twice a month as if they are going to apply payments to both. My account says past due, and it is NOT. They deduct two amounts from my bank account every month {$50.00} and {$220.00} ; they need to apply the {$50.00} payments to the correct loan. Also- they are debiting my account the wrong amount for the payments, or they are sending my incorrect documents. I am on auto debit, and I want this to STOP, and I want my interest earned reverted back to XXXX - per the XXXX XXXX. On XX/XX/XXXX this company emailed me that I had a {$0.00} dollar payment due on XXXX They took {$220.00} from my account, payment finalized on XX/XX/XXXX ; this is clearly not {$0.00}. On XX/XX/XXXX this company emailed me that I had a {$0.00} dollar payment due on XX/XX/XXXX. They took {$220.00} from my account, payment finalized on XX/XX/XXXX ; this is clearly not {$0.00}. On XX/XX/XXXX this company emailed me that I had a {$180.00} dollar payment due on XX/XX/XXXX. They took {$220.00} from my account, payment is pending and this is clearly not {$180.00}. If I was not on auto debit, I would be paying the wrong amount and/or past due by 3 months. I have no way to trust that the amount they are debiting my account is accurate and being applied properly, it clearly is not being applied properly for the {$50.00} payment.
Company Response:
State: OH
Zip: 45011
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Per XX/XX/XXXX, I received a notice from NELNET/Department of Education that I received a total and permanent discharge of my student loans ( TPD ). This is not accurately reflected in all three credit bureaus. When I disputed the claim with XXXX in late XXXX, for example, XXXX returned information saying that it was accurate. Further, my account with Nelnet is reflecting a past due balance and after repeated communication, they have not responded or resolved the issue. Something is wrong with their system and it is costing me money. Thank you.
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My account with this company was never authorized with my express written or verbal consent to report any adverse information in relation to credit card with them. Per the FCRA, as a federally protected consumer, I am now opting out of any and all authorization I, the consumer, may have given you written, unwritten, verbal and non-verbal per 15 USC 6802 to report any adverse information in relation to my account. That includes balance information and missed payments. Please also see this code for the penalties associated with not respecting my request to opt out of the reporting of adverse information. Please also refer to 20 USC 1232g ( b ) on student rights pertaining to privacy. the reporting of my balance and payment information relevant to my student loan accounts is a violation of my privacy which I did not authorize.
Company Response:
State: VA
Zip: 23451
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I reached out to inquire about the status of my payment, and their assurance that it had posted without the possibility of a refund turned out to be inaccurate. To my dismay, I incurred additional charges, including fees and interest, while my bank has no record of any attempt to collect from my account. Despite multiple attempts to rectify the situation, the company lacks online debit payment options, and the bank transfer process is not only inconvenient but also takes up to a week. This delay is adversely affecting my credit, adding to the urgency of resolving this matter promptly. Having engaged with a representative, I was led to believe that my payment was successfully processed. However, the discrepancy persists, and to compound matters, I discovered an unexpected and unjustified charge of {$210.00} on top of my initial payment. This unsettling scenario not only raises concerns about the company 's transparency but also suggests a potential fraudulent aspect to their dealings. I am deeply frustrated and troubled by this situation, and I implore the company to address and rectify these issues urgently for the sake of fairness and financial integrity.
Company Response:
State: PA
Zip: 19406
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A