Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I sat on hold for Nelnet for almost XXXX hours and was unable to get in contact with anyone. I tried their chat, website, and phone was the last option. It should not be that hard to talk to someone about my loan.
Company Response:
State: MN
Zip: 55379
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, Back in XXXX of XXXX I submitted my auto-debit on Nelnet to XXXX payments. However, I never selected to have my payment due date advanced as I did not want interest to accrue XXXX certain balances. My XXXX payment did not go through. On XX/XX/XXXX I submitted the Income-Drive repayment plan on studentaid.gov to reduce my payment for my Federal Student loans on Nelnet.com. My payment should have been reduced to {$260.00}. I was charged the full amount of {$320.00} on XX/XX/XXXX, they then put my loan in forbearance as they changed my payment to the correct amount of {$260.00} but this causes my next payment to be on XX/XX/XXXX. I believe Nelnet is intentionally doing this on many loans to collect an extra XXXX months on accrued interest on millions of dollars in loan value. This is not clear to average consumers the impact on future interest impacts. It is also extremely difficult to select how additional loan interest payments can be allocated to different loan groups/lots. I have spent multiple hours on hold with agents trying to understand how they can fix this but the hold times are in excess of XXXX hours each day. The end of the loan pause has been know for over 6 months these issues should've been resolved and agents prepared to explain this to consumers. What I thought was going to be processed : XX/XX/XXXX - {$320.00} XX/XX/XXXX - {$260.00} and monthly going forward. What actually processed : What I thought was going to be processed : XX/XX/XXXX - {$0.00} XX/XX/XXXX - {$320.00} and {$260.00} monthly but starting on XX/XX/XXXX. As the future payments are going to be based on different income amounts it is difficult to calculate my full impact on interest they will be able to collect on the new amounts. I have about {$26000.00} in student debt assuming all was at a 5 % interest rate. I would have expected to pay {$7500.00} in interest and have XXXX payments. But now would have paid a total of {$7600.00} in interest and an additional month payment with a final pay-off month of {$100.00} totaling an extra {$440.00} in interest paid to Nelnet ( XXXX in interest + XXXX in payments + XXXX in last month remaining balance ).
Company Response:
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was notified in XXXX that ALL of my loans would be discharged through the Borrower 's Defense program ( see attachment ). I am a graduate of XXXX. I decided to check on the progress of this discharge and noticed that my loans had doubled in cost on NelNet 's site. They appeared normal ( my pre-discharge amount ) on the XXXX site. That was about XXXX weeks ago. I called the XXXX people to ask if my loans were still going to be discharged and was told " yes '' by the representative. She did advise that it would take time ( up until XX/XX/XXXX ) for the loan discharge to fully be processed. I hung up satisfied with that information. Well, I logged onto XXXX yesterday to once again check for progress and now it is saying that I have 14 defaulted loans and 2 consolidated loans! Shocked and upset, I called XXXX who informed me that Nelnet had not sent them updated information on my loans. I only have 2 consolidated loans so it looks like Nelnet unbundled them from my previously consolidated loans. My loans have been consolidated for YEARS. So, now I have two consolidated loans ( totaling {$83000.00} ) and XXXX individual loans ( unbundled ) loans that have somehow been in default since XXXX. This is untrue because my loans have been in COVID forbearance since XXXX up until XXXX. The XXXX XXXX told me to call the XXXX XXXX XXXX XXXX and I did only to be told once again that Nelnet either made a mistake on my account or has not updated my information but they could see that my loan is in FORBEARANCE and processing a discharge. When I spoke to the Nelnet XXXX she also confirmed that my loans were in FOREBEARANCE and that I did not OWE anything. It's the same thing the XXXX XXXX hotline people told me. Yet, if you go onto the XXXX website it says I have XXXX defaulted loans and that my total is {$140000.00} ( from the two consolidated loans and the unbundled individual loans that make up the consolidated loans! So they are basically saying I owe DOUBLE what I had. They are trying to double-charge me for the loans. I have never missed a payment and I definitely do not OWE {$140.00}, XXXX on my TWO loans. Something seems shady here. I have spent my whole workday on the phone trying to get this all straightened out only to be given the runaround and for XXXX and Nelnet to play the blame game. I just want both XXXX and Nelnet to display the same statuses. I get that I do not owe anything until XXXX ( Admin Forbearance ) while they process my discharge but the unbundling of my loans, the double charges, and the default loan status do not sit well with me. I want it fixed!
Company Response:
State: TN
Zip: 37013
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I was previously with My great Lakes on an XXXX XXXX and my loan was transferred to Nelnet this year. I applied for the XXXX plan in XXXX and XXXX the government website it said based on my income and debt my payment plan would be XXXX. Nelnet said they received the application in XXXX and would send me updates every 10 days. I have received no updates. I have emailed XXXX and tried calling XXXX and have gotten no response. I also can not see the repayment plan they've applied to my account anywhere and have received no correspondence via phone, email, or mail on the status of my XXXX plan or even what plan they have me on. Also rather than going down my repayment amount on the website has gone up when it should be XXXX based on my application on the government website. They are trying to hold me liable to payment despite not telling me what payment plan I'm even registered as or updating me on the processing of my payment plan application. I applied for the XXXX plan on the gov website on XX/XX/23 and received confirmation it was received on XX/XX/23 from nelnet and that they'd be in touch every XXXX business days to update and I've gotten no updates or information at all on my payment plans.
Company Response:
State: NY
Zip: 11714
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan provider recently changed to Nelnet. I created an account months ago when it first changed, and now I do not have access to my account and the password reset does not work. I have repeatedly contact Nelnet over the phone and via email for the last two weeks in an attempt to gain access to my account. The call wait time is always over 80 mins or more. Even after waiting for that long no one picks up. I have sent them screenshots and a description of the issue. I have not received any response. My payment will be late soon and it will negatively affect my credit. This is not fair to me. I never miss a payment and never had a problem with my previous provider.
Company Response:
State: ID
Zip: 83713
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were previously serviced by Great Lakes. Without my request or consent my loan was transferred to be serviced by Nelnet, XXXX XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX, XXXX On Sat, XX/XX/XXXX, at XXXX I was sent an email by Nelnet stating : " Our records indicate that you are currently in bankruptcy, and Nelnet provides this notice for informational purposes only. This communication is not an attempt to collect a debt and shall not be construed as a demand for any payment. '' I attemtped to call and could not get through. I am not in bankruptcy and this was a complete error on their part. I want to understand if I am still liable to them for any funds. Sat, XX/XX/XXXX, XXXX - A correction notice was sent but this is highly confusing and not a clear resolution to the error on their end. I have made many attempts to call but I have been unable due to what they state as high call volume. I sent an email to them regarding the issue in hopes of a resolution as I have not been able to get anyone on the phone. Thank you, XXXX XXXX
Company Response:
State: KY
Zip: 402XX
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted a completed application for the XXXX repayment plan on XX/XX/2023. By XX/XX/2023, Nelnet had still not approved the application, citing high application volumes. However, my loans started accruing interest that that time. XXXX days later on XX/XX/2023 the interest has accrued to {$950.00}. Nelnet emailed me on XX/XX/2023 to inform me that my loans had been placed in forebearance while they reviewed my XXXX application. However, interest will continue to accrue while they wait to review the application! The email stated : During your forbearance, interest accrues on your outstanding principal balance. Youre responsible for the interest, but you have XXXX options : XXXX. Pay the accrued interest before your forbearance ends, or XXXX. Make no payments during the forbearance. The payment ( s ) made following the end of your forbearance will be applied to any unpaid accrued interest and then to your outstanding principal balance. Interest should not accrue beyond the principal balance once my XXXX application is accepted. By delaying the acceptance of my application, Nelnet is significantly increasing the amount for which I will ultilametly be responsible for repaying. I submitted the application with over XXXX months for them to approve it. High volumes should not be an excuse, or a way for them to charge me interest.
Company Response:
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a full-time student and my loans are supposed to be deferred. I made several online requests to confirm my enrollment status weeks prior to the due date of XXXX Nelnet had given me. Part of my loans were approved for deferment according to the rep I spoke with on XXXX but they could not explain what the others were not. It is clearly an issue on their end but they refuse to do anything about it except put the burden on me to solve the matter even though I am powerless to do so. I submitted documents from the XXXX XXXX XXXX on XXXX to Nelnets portal because when I attempted to on XXXX the portal was down. The documents verified that I am enrolled full-time. I was under the impression that this would take care of the issue once and for all. I called today on XX/XX/11 after noticing that {$660.00} was taken from my account. After over XXXX hours on hold I spoke with a rep who then placed me on hold waiting for the refund team. After some time I was told that it would take XXXX months to get my money back. I was told I could dispute the transaction with my bank if I wanted it faster. As a former bank employee, this seemed odd as the first thing we were trained to do was instruct people to contact the merchant making the charge. I can not afford to wait XXXX months to get the money back. I am begging you to do whatever you can to help me get my money back sooner and to deal with the absurdity of this situation. I have spent close to XXXX hours over the last week working with this awful company and have made XXXX progress. I feel helpless and am at a loss.
Company Response:
State: ME
Zip: 040XX
Submitted Via: Web
Date Sent: 2023-10-11
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 applied for the SAVE IDR program on XX/XX/23. Initially, it looked like it was processed as it showed a new payment amount of {$0.00}, but I continued to get a notification on my Nelnet home page that it was still being processed and to allow 15 days. 4 weeks later it is still being processed, 4 of my loans were placed on the SAVE program, but the other 4 were placed on standard payment, totaling {$880.00} per month starting on XX/XX/23. There was absolutely no explanation, no email, or any other attempt at communication. Ridiculous. After 2 hours and 45 minutes on hold, I was able to talk to an actual human, who did not know very much about it. She walked me through re-applying for the SAVE program for the other 4 loans. In the meantime, my loan has started accruing interest and will continue to do so until Nelnet finally can finish 'processing. ' I am also unable to apply for PSLF until they finish my SAVE application, so it is setting me back months. They have been totally unresponsive to emails, and it takes a whole day to get ahold of them over the phone. I can not afford a {$880.00} payment. Nelnet needs to be held accountable for their negligence.
Company Response:
State: UT
Zip: 84720
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: I had the DOI provide a student loan payment early XXXX for XXXX dollars. This amount was seen on my LES and I paid taxes on. I had spoken to a representative in XXXX for correct info on where to send payment. Late XXXX, I received into from DOI that there payment was returned. I contacted Nelnet, got someone who did not really know process of getting payment from a government agency of all places that they couldn't process. She got with another department and the info on how my check was sent by DOI was right. The only solution they gave was to send it again. She also asked if I could get the check from the Government and deposit it and pay it online, she knows this is not an option. My agency will try but my money is just floating around. Now I'm paying interest on loan amounts that should have been paid. I could not get an answer from Nelnet.
Company Response:
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A