Date Received: 2023-10-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Please see attached. I was reported as a missed payment when laws were in place for student loans to be on hold during the pandemic.
Company Response:
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hi, I made several payments to my nelnet student loan account during the covid pause. I was initially told that payments made during this period would advance my due date ( if I selected the box to do so, which I did ) once the covie pause ended. When I got my first statement after the pause ended, the date was not advanced. The first rep I spoke with insisted that the date should have been pushed out due to the extra payments and that they would submit a ticket and follow up with the new date. They never followed up so I called and was told that no, payments made during the pause didn't not advance the due date. I called to change my plan to the standard plan and was told that my monthly payment would be close to {$300.00} a month. The new payment I now owe shows {$200.00} with XXXX payments left of my loan in some places and XXXX in other places on their website. After waiting on hold for almost XXXX hours, I was told it was XXXX. My monthly payment amount XXXX would be less money than I owe on my loan, making this not make sense. Every time I contact nelnet I get a different answer. In my opinion this company is uneducated and I do not trust them to hold my loan if they can not give correct information.
Company Response:
State: WA
Zip: 98270
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am seeking access to my account to my loan service provider, NelNet, I have tried to log into my NelNet account because my email received an invoice for loan repayment and request that they defer my loans because of my in-school status. When I tried to make an account it stated I could not do so because there was already an account set up, which I did not create. I tried to recover a username or password to log into the created account, however, when I try to recover any password or username it simply says it can't carry that request out because they do not have my contact information and that to activate my account I would have to call their general customer service hotline, XXXX. This is not true, as I have already mentioned, they have serviced an invoice to my email but are stating they don't have contact information of mine. Regardless, I can't access my account or recover my account at all. I tried to call the phone number twice within the same day, XX/XX/2023. The first call started at XXXX XXXX. and I had to end up hanging up after an hour and XXXX minutes on the phone waiting because I had classes beginning soon. I decide to call again at XXXX XXXX and this time I waited for 2 hours and 15 minutes without reaching a customer service representative. Each time I called the automated voice system stated that I would be on call for an estimated " minutes '' and it would take about or over " half an hour ''. I had to hang up because I, like many others do not have many excess hours in the day to spend waiting for a response from customer service, the egregious part is the only way I can get into my account is through their phone line and I simply can't afford to await endless hours of automated messages in the hopes of a possibility that I reach a customer service representative by the end of the business day.
Company Response:
State: FL
Zip: 33904
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I attended XXXX and was advised that the school was in the process of losing its accreditation and it wouldnt effect my credit or prohibit me from getting any further loans so that I could continue my education. That is not the case and I have been plaque by this matter for several years,
Company Response:
State: GA
Zip: 30022
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans have transferred from Great Lakes to Netnet. I completed a SAVE application on XX/XX/23 and sent in the application. I waited multiple weeks with no information. I reached out to them. 2 phone calls were made, on hold for over 3 hours each time, most would drop at hour 3. I was able to get ahold of someone finally and they stated that they needed extra documentation ( which they never requested before ). I sent in all documents a few days after the request, due to their website and document uploader being down. I was told that the SAVE app should only take 2 weeks to get answers, and Nelnet 's website stated " 10 days '' for it to process. I have attempted to call them for a week straight and have waited on hold for 3-4 hours each time, with no luck. I work full time and am unable to dedicate multiple days to waiting on hold, I just would like to know how much I will owe and if I was approved for SAVE. Their website now says that I requested more forbearance but they would still charge interest. I never requested forbearance and I need to begin paying my loans, as I work for a non-profit and will utilize PSLF.
Company Response:
State: OH
Zip: 45429
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My credit report is showing late payments to XXXX/FIRSTMARK SERVICED XXXX. Those payments were made on time. I am requesting that the late payment markings be updated to reflect my accurate payment history. If there is any confusion, I suggest you contact myself or XXXXFIRSTMARK SERVICED 's customer service representative.
Company Response:
State: CA
Zip: 92677
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit reporting act this creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy, 15 USC 1681 section 604 a section 2 it also states a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC 1666B a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response:
State: TX
Zip: 78621
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I tried to log into the account to see my account. I forgot my password and attempted to change it but never received the link to do so. That was on XX/XX/2023. I emailed them to tell them I cant afford the the loan payment. Ive heard nothing back. That was XX/XX/2023. Finally, Im not even sure what kind of loan this is. I think it is federal, but Ive had so many in the past, I dont know.
Company Response:
State: NY
Zip: 11201
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: CFPB - Have been trying to manage my loans ( XXXX XXXX ), spouses loans ( XXXX XXXX ), brothers loans ( XXXX XXXX ), and mothers parent plus loans ( XXXX XXXX XXXX in order to get a repayment plan established. Have submitted an application for the SAVE repayment plan for myself XXXX XXXX and my spouse XXXX XXXX but have yet to have any communication returned by Nelnet. Additionally, have been trying to help get my mothers, XXXX XXXX 's, account unlocked/ created and have yet to receive any correspondence from Nelnet in response to an email form sent to them in late XXXX. Nelnets call volumes and wait times are outrageous with approximated wait times of an hour that we can not and will not wait for, so we took Nelnets other approach of contacting them which was to submit the email forms off their website. We have yet to receive any correspondence. Action needs to be taken against Nelnet to implement Service Level Agreements in reference to returning communication. We don't deserve to be put at risk if the company can't handle it's call volumes and if the executives aren't taking an approach to acknowledge the issue.
Company Response:
State: MO
Zip: 65201
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Over the summer after my change over to Nelnet from Great Lakes, I knew I was ready to begin making payments needed on my student loans. After the introduction of the SAVE plan, I submitted an application. From that point, I left pursuit of my graduate education and needed to resubmit to get out of the grace period afforded to me. I'd already previously been placed on the SAVE plan for my undergraduate loans with a payment of {$0.00} but needed to know what it would be with my new income and graduate loans in repayment. I resubmitted in XXXX and have now been put into administrative forbearance which makes me fully liable for the interest accrued on my student loans since XXXX. I asked specifically to be removed from from deferment/forbearance at the time of my application from my REPAYE to SAVE and have now been put back into forbearance which will cause more monetary hardship to my loan balance of XXXX XXXX.
Company Response:
State: AL
Zip: 35022
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A