Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans were transferred to Nelnet from Great Lakes. Once they transferred, I applied for deferment since I am eligible ( currently a student more than half time ). They have had months to process this deferment request. I did not pay my student loon payment that was due yesterday because I do not have to due to be being eligible for deferment. They now say my account is past due, have added interest to the loans, and reported to the credit agencies that I missed a payment, ruining my credit score which has far reaching affects. This is unacceptable. They need to right this situation ASAP.
Company Response:
State: CA
Zip: 95928
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am currently on hold to speak to a live agent with Nelnet. I called the customer service phone number XXXX at approximately XXXXXXXX XXXX on Friday XXXX XXXX XXXX It is now over 2 hours on hold to speak to an agent and I still can not reach someone. I have screenshots taken as I am creating this complaint. I can not continue to wait for an agent to respond. I am unable to discuss my options with my servicer. I have added the screenshot, and I have call logs available upon request from my cellular phone company.
Company Response:
State: CA
Zip: 90064
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loan was sold to Nelnet from Great Lakes. Apparently Great Lakes reports the loans as one large loan and Nelnet, while they claim there will be no changes, splits it into separate accounts per disbursement. I now have 13 open accounts and 15 remarks of my balance increasing when NOTHING HAS CHANGED. I am on an income driven repayment plan and all this has caused my credit score to go down XXXX points!!! And I haven't yet been able to actually reach someone. Their website says they are open until XXXX ET, but at XXXX ET their phone system says they are closed and to try later. I was previously on hold for over and hour and half and never got to speak to someone before getting disconnected.
Company Response:
State: IN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans stayed closed but I still have a balance with interest accumulated. I tried to call multiple times but cant get a live person to explain to me why the account is closed but still have a balance that accumulating intrest.
Company Response:
State: NJ
Zip: 07104
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a payment of XXXX, it was the balance of my loan. The payment wasn't process for XXXX days and as a result, the account accrued more interest. I called and talked with someone, who with XXXX approval, said they'd XXXX out my account and send me a letter of notification. Neither happened. I used the XXXX XXXX online feature, and XXXX week later I've had no response. My interest is now > XXXX Small but ridiculous. I paid it but am furious I'm paying again. This also means other people are paying more than they should on their accounts if payments don't stop the interest accrual on the updated primary loan amount.
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am currently dealing with Nelnet for my student loans. I have about $ XXXX in student loans through them for undergraduate and graduate school. I have applied twice to switch my plan from my current income driven repayment plan to the new SAVE plan in an effort to lower my monthly payments. My current monthly payment is about 1/4th of my monthly income. I absolutely can not afford that, which is why I tried to switch to the SAVE plan ( twice ). My monthly payments have not changed at all. I have called and called and called their call service. I have spent hours and hours on the phone only to never be able to talk to someone. I have been told by their pre-recorded line that they are closed, despite their website indicating that they are open. This has to be the worst customer service I have ever experienced. I have tried their online chat system to attempt to remedy the issues, only to be told that I need to call them. I am out of options with them. If I am unable to lower my payments I won't be able to pay my mortgage, my car loan, etc.
Company Response:
State: ME
Zip: 04011
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am trying to access my Nelnet account on the phone and on the website, and I can't log in or get ahold of anyone. I am not even sure if my payment is going through.
Company Response:
State: TX
Zip: 76801
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I filed 2 prior complaints regarding this problem. The company did not answer the question the first time and its 2nd responses not correct. The origination date of my loans is XXXX. Origination is defined by the Federal government as " the date the funds were distributed to the school or the borrower. '' Nelnet has the date as XXXX. No FUNDS WERE DISTRIBUTED in XXXX therefore it is NOT the origination date. Nelnet 's response was as follows : " The origination date is correct as XXXX for the Consolidation Loan because that is when the funds were disbursed to you for the new loan. '' Let me be perfectly clear, NO funds were distributed in XXXX to me or the school. Zero. No new loans were originated in XXXX. XXXX was the date the loan was transferred from XXXX XXXX XXXX XXXX XXXX XXXX and the loan was consolidated from one servicer to another servicer. NO NEW LOANS WERE ORGINATED OR DISBURSED TO ME OR THE SCHOOL IN XXXX THERE WAS NO NEW LOAN. Please correct the origination date to the date the funds were orginated and distributed directly to XXXX XXXX XXXX.
Company Response:
State: MI
Zip: 49017
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan through Great Lakes borrowing service was recently transferred to the likes of Nelnet. I added my bank information to set up autopay. I also decided to pay down a sizeable chunk to shorten my timeline. After several days, I noticed no sum was deducted from my account. I logged back into my account to find that the payment was listed as " last payment received '' with the correct amount, but there was no history, record, or paper trail of the transaction. As my auto debit was due, I saw that too was reclassified as " processing, '' only to find two days later that it was canceled by Nelnet. All information regarding my banks was correct -- I wouldn't have been able to get as far as I did if it wasn't -- but this company has the inability to process a payment while allowing interest to accumulate. I am fundamentally unable to pay off my loan to a servicer who refuses to accept my money. Further, upon logging in, I can NOW view my Nelnet account, consisting of : - No due date available - No recent activity ( i.e. payments ) - No available repayment status - {$0.00} current balance - The amount of my formerly active auto debit listed as received - My contact information, listed under the name " null null '' I am currently on hold going on 90 minutes as well. There does not appear to be any sort of recourse for a late or unreceived payment, as this company seems not UNDERstaffed, but UNstaffed.
Company Response:
State: OH
Zip: 44143
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am reaching out in regard to my XXXX plan and how my monthly payment was calculated for my student loans. I believe my servicer Nelnet have wrongfully calculated my monthly payment. I had spoken with the Department of Education, and they informed me to follow the self-certification process on XXXX, which I followed and processed back in late XXXX. They informed me that I only needed my 2022 tax returns, which I provided. I called Nelnet and they told me submit my tax documents for them to re-calculate as well. I have attached my student loans application and tax return for your info. I have waited for months for updates on the recalculation because based off my 2022 tax return, I make less than XXXX which qualifies for the XXXX XXXX monthly payment. Thank you.
Company Response:
State: CA
Zip: 93030
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A