Date Received: 2023-10-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I completed my XXXX XXXX on XX/XX/2023 and it was processed and sent to Nelnet for review on XX/XX/2023. I have called several times and they still say that it is still being reviewed. They can never give me a timeframe and while they delay my interests continue to go up. I do not feel I should change money for Nelnet to review my application. They had over XXXX years to fix their problem and they have not done anything. Please help and thank you!
Company Response:
State: AR
Zip: 72211
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: Problem with customer service
Consumer Complaint: Per the federal guidelines, anyone whose XXXX plan is up for income recertification in the first 6 months will not need to recertify for an additional year. Nelnet representatives have told me that the servicer is refusing to honor these guidelines and is forcing me to recertify my income by XX/XX/XXXX. My date with XXXX is XX/XX/XXXX.
Company Response:
State: AZ
Zip: 85746
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: Problem with customer service
Consumer Complaint: I submitted my SAVE plan application to Nelnet in XXXX. As of XXXX they have yet to approve it or let me know what else they need to process it. They refuse to answer any phone calls - wait times are 5+ hours and have not replied back to emails I have sent. They have turned off any social media messaging so there is no way to contact them about this. They placed my loans under forbearance instead of communicating with me and by doing so - my interest is accruing daily. If they simply process my SAVE application, this interest would not be accruing. I am simply trying to make payments but no one will reach back out to me.
Company Response:
State: IL
Zip: 60647
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: Problem with customer service
Consumer Complaint: Called : XX/XX/23 XXXX, XX/XX/23 XXXX, XX/XX/23 XXXX ( on hold for over 2 hours ) -- could not get through to a person any time Emailed x1 no response
Company Response:
State: NY
Zip: 12603
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: Need information about your loan balance or loan terms
Consumer Complaint: I have had student loans through Great Lakes since XXXX. In XX/XX/XXXX I received several emails from Great Lakes and " Nelnet '' that my loans will be transferred to Nelnet and that I will need to create a new account with Nelnet in order to begin making payments ( after the COVID-19 pause ). I have been unable to create an account to make payments through Nelnet which are now due in a week ( XX/XX/XXXX ). I HAVE BEEN TRYING TO CREATE AN ACCOUNT SINCE XX/XX/XXXX. Their website can't locate my information in order to create an account. I've tried on several different computers and devices ( per suggestions from the thousands of others having the same ordeal ). No one at Nelnet picks up their phone after being on an automated hold for 2+ hours. Their " Live Chat '' help is unmonitored and goes no where. Emails do not get returned. How is it possible or even legal for my federal student loans to automatically be transferred to a FOR PROFIT PRIVATE COMPANY which I have no choice or options in. I am unable to get into this website in order to pay my student loans or even gather *any* information about them. This seems criminal. I will now likely be penalized for a private company 's inability to perform their function, due to their shoddy website and " customer service, '' of which there isn't any. What are we lendees expected to do here.
Company Response:
State: CT
Zip: 06010
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: Problem with customer service
Consumer Complaint: On XX/XX/2023, I requested a change to my repayment plan for my student loans with Nelnet. I requested a graduated repayment plan and received confirmation via email that it would be implemented within 7-10 business days. Nothing has changed with my account since then ( over a month ). I have tried several times to contact them via telephone ( with multiple hours of being on hold before being disconnected ) and via email with zero responses. Today I have been on hold on their help line for over an hour and a half with no response.
Company Response:
State: TX
Zip: 78753
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: On XX/XX/23, Nelnet switch over only one of my federal student loans to REPAYE/SAVE and left all the others in standard repayment. They would not answer any questions as to why this was the case. I have since submitted another application ( received XX/XX/23 ) to switch all loans to SAVE and they have yet to make any changes to my account. This is causing unnecessary interest accrual and I will have an unaffordable payment when they become due for payment later this year.
Company Response:
State: TX
Zip: 77004
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 enrolled into XXXX XXXX XXXXXXXX back in XXXXXXXX XXXX I only attended for a total of XXXX semesters. Over the years I have tried HUNDREDS of times to contact XXXX XXXX XXXXXXXX to find out how and why my loans amounted to over $ XXXX when I didnt even complete an entire year there. Worse, because of my age they told me the only option for me to enroll was by forcing my father to co-sign for me. I would leave voicemails, messages, complains and never once received a phone call, email or any sort of correspondence from them. 13 years later Im still getting harassed by Nelnet to pay even though the school shut down years ago. I filled out the paperwork to see if I could get the loan forgiven because apparently the school was a scam, but no matter what I did-I never received any follow up. Then when Nelnet over the student loan, they lied to me telling me getting all of the balances put together would make it more organized and I wouldnt continue to receive numerous letters in the mail with different balances because they would all be accumulated into one. I only agreed to it due to how they explained it would make it more paper-efficient and organized. I didnt understand or realize how much that would XXXXXXXX XXXX XXXX because when Ive asked for itemized statements, they tell me they dont have it and cant see it because theyre all combined and I need to reach out to the official school or the Department of Education . And since the school no longer exists, and even when they did they never called me back and they were out of state so I never got to talk to them again. And the Department of Education never answers or worse, if they ever did over the years they would tell me to talk to Nelnet because they dont have the loan or any information!!! Nelnet just loves to pawn you off to someone else, blatantly lie to you or just hang up on you!!!! For the last three years I have told them to leave my father alone and to remove him from my accounts and to STOP contacting him. To cease and desist because he has nothing to do with the loan. They consistently said he wasnt on it and they wouldnt email, call, send mail or anything to himyet they constantly do!!! When theyre on the phone with me they tell me I have one balance and nothing else. Then I bring up the mail he STILL gets even though theyre not supposed to talk to him and then they claim that balance is about someone else, not me. But then when my mom calls, they tell HER the balance is mine and they need to pay it!!!! Theyre liars. Theyre scamming and trying to get my parents to pay on a loan that doesnt exists but when I call they tell me its not true!!!
Company Response:
State: FL
Zip: 33584
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE plan on XX/XX/2023. I have still not been transferred to this plan, and it's XX/XX/2023. I called Telnet repeatedly and could not get ahold of anyone despite waiting over two hours. I finally got someone who told me that it would only take 30 days, and that the interest would not accumulate after the date I applied. However, my interest has continued to accrue and I am still not on the SAVE plan. I can't make payments on my loans until this is fixed.
Company Response:
State: AK
Zip: 995XX
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: Problem with customer service
Consumer Complaint: On XXXX, XX/XX/2023, I attempted to contact Nelnet about questions regarding my student loans. They do have a lot of information on the website, but not exactly what I was looking for. I waited on hold for 50 mins and was unable to talk to anyone. Today, XXXX, XX/XX/2023, I called again and waited 2 hours and 5 mins without being able to get ahold of anyone. I emailed them through their system which says that emails are extremely delayed and it may take a long time to receive a response, I have not received one yet as of this complaint. I am now back on hold on the phone and its been 24 mins without an answer. I keep hearing recordings saying I should find my answer online, yet its not clear on their website about the question I have. I do not have the time to sit on the phone on hold without getting anyone to speak to me when I have a loan payment coming up. It has been terrible customer service. I understand I am not the only person suffering this due to all loans coming out of forbearance at this time, but I need to speak to someone. I dont know how else to resolve this as Ive made several attempts.
Company Response:
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A