Date Received: 2023-10-08
Issue: Incorrect information on your report
Subissue: Personal information incorrect
Consumer Complaint: XX/XX/2023 3 attempts and they stating information is accurate which is not my name is not XXXX XXXX
Company Response:
State: NY
Zip: 10977
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I initially submitted my application for the SAVE Income Driven Repayment plan to the department of education on XX/XX/2023. I submitted a copy of that application to Nelnet on XX/XX/2023 and received an email confirmation that it was received. The email stated " If we havent finished processing your application in 10 days, we will send a follow-up email to let you know ''. I received another email on XX/XX/2023 that the application in in a processing queue and this was the last update I received. I attempted to call Nelnet on XX/XX/XXXX and their phone system stated the wait time would be 30 minutes. I was on hold for an hour, nobody answered and I couldn't remain on hold. I called Nelnet again on XX/XX/XXXX and the wait time was an estimated 30 minutes. I waited on hold for 3 hours until a rep took my call. The rep was unable to give me any details on the status of the application and when it would be processed. The rep could not confirm that anybody would give me a call back or send me any kind of email update. There was a moment where the rep suggested that I upload pay stubs to their system but did not confirm that this would be a required step for the application. This is my typical experience with Nelnet. Their reps are never able to give you a strait answer and sound like they just started the job in the past week. They have cut off direct email communication from their customers and instead you have to fill out a form in the hopes that someone will contact you and the is zero confidence that they will. Their system states that I have an upcoming student loan payment due on XX/XX/XXXX. I have fulfilled my obligation in turning on my application. Now it's time for Nelnet to fulfill their own obligations and is they can't, they need to be dissolved and have my transfer my balance to a different servicer.
Company Response:
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Staring in XXXX I began paying off my old student loan once for the amount of XXXX $ and then for XXXX $ and both were returned. My bank said no payment was attempted and Nelnet says my bank can not process the payment. I tried again with XXXX $ as I am gaining interest everyday. It was returned and I contacted my bank again and no payment was attempted and Nelnet says that my bank could not process the payment. I called multiple times and was on hold for hours. I attempted a payment of XXXX $ and XXXX $ on my new student loan which was also assigned to them. I submitted a complaint with federal student loan services letting them know I insist on having a new student loan provider as Nelnet is thieves and they are awful. I am being charged more every single day and my payment of XXXX $ ( referring to the above ) was just returned with no attempt made to my bank and the same message from Nelnet that my payment could not be processed. When I did get someone on the phone I did make a payment over the phone which is not yet processing nor has it been returned yet nor have I seen any money moved from my bank. I do not trust this company I see complaints of similar and many different issue online, new ones everyday. Nelnet is horrible.
Company Response:
State: MN
Zip: 562XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet is splitting my overpayment 50/50 between two loans so they can collect more in interest over the longterm instead of applying my overpay 100 % toward the loan that is stated in my " Special Overpay Instructions '', I made this change several weeks ago but still they decided to split my overpay 50/50 On top of they are hiding behind " unprecedented volume '' as an excuse to not provide reasonable response times. Absolutely ridiculous considering they had several months to prepare for loans entering repayment this month. It's a complete joke that the federal government protects their contractors and their disgusting profiteering antics instead of protecting individuals who can't afford millions of dollars in lobbyist money to influence the government like your contractors can
Company Response:
State: ID
Zip: 83814
Submitted Via: Web
Date Sent: 2023-10-08
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: On XX/XX/XXXX, I've decided to make a one time payment of {$18000.00} to Nelnet to pay off my entire balance. I've received a confirmation via email that they've received the payment and will get posted in a couple of days. Days went by and still haven't been posted. And the amount that I paid have been taken out of my bank account. I decided to call Nelnet on 6-15 to ask why the payment haven't been posted yet I was told that they don't see the payment in their system and was asked if I got a confirmation email from them. I said yes and gave them the confirmation number that was given in the email. They looked it up and confirmed that they see the payment came through but still haven't posted it just yet. I was told to give them some time to work through it. Another month went by and the payment still haven't been posted and decided to give them a call again on XX/XX/XXXX. I was told the same, that they've received the payment and will get it posted before interest start to be apply to the balance. I waited again and interest have started to accrue and have called them again on XX/XX/XXXX to confirm with them if it will ever get applied or what's going on with the payment. I was told again that they're working through the issue and have received the payment and it will get posted and the interest that have accrue will be gone since the payment was made prior to XXXX. I again waited for it to be posted but it never did, so call again on XX/XX/XXXX to asked again about the issue. I was told that they received the payment and is working through all the request that have been sent through to them. They're working through it and the payment will be apply and I shouldn't have to make a payment once the payment restart on XXXX XXXX. I was told that if it doesn't get applied by then to call them again.
Company Response:
State: MN
Zip: 55434
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: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: The situation : I am a full-time XXXX student and my student loan payments are not being deferred through NelNet ( I only have federal subsidized and unsubsidized ). I have verified through FSA that my school has reported my enrollment. At current, I owe over $ XXXX - but I don't make that much money at all, because I am a full-time grad student. I have submitted countless ( over XXXX times ) requests through the " my situation has changed '' portal on the nelnet website dating back to XX/XX/XXXX. The website indicates that " your status will be updated '' but this has not happened. XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX - Sent e-mails to various contacts ( 4 times through website contact form, one to XXXX ) indicating that I am actively enrolled in school but my account is not reflecting an in-school deferral. XX/XX/XXXX, XX/XX/XXXX, XXXX - Called the nelnet phone number. Call was dropped every single time, despite me calling from different numbers ( work, cell ). I've been unable to get in contact with them to reflect my account 's deferral. I fear that this will negatively impact my credit score because I'm unable to pay. I'm not sure how to proceed.
Company Response:
State: AL
Zip: 35173
Submitted Via: Web
Date Sent: 2023-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In the midst of checking my credit report, I found that information that is inaccurate and I believe it does not belong to me. This has hindered me in the process of obtaining a new home and a vehicle which Im in desperate need of.
Company Response:
State: PR
Zip: 00956
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Struggling to repay your loan
Subissue: Bankruptcy
Consumer Complaint: Nelnet keeps trying to pursue collections despite XXXX XXXX filing on XX/XX/2023 in NC XXXX XXXX Bankruptcy Court in XXXX, NC. The case number is XXXX. I am represented by legal counsel in this matter. My lawyer is XXXX XXXX of XXXX XXXX XXXX, XXXX in XXXX XXXX NC
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been unable to reach Nelnet to find help with my account. My Federal loans were transferred to Nelnet. I was previously on an Income-Driven Repayment option, on the 20-year forgiveness track. I am not currently working and have been trying to update my status on the site to lower my monthly payment obligation. Also, while in my account, I noticed some discrepancies with the amount owed and could not find my 20-year track information. I filled out the online form and received an email with instructions. To me, the instructions were not clear - it seemed as if they wanted me to start an IDR from scratch. Also, the email contained a broken link ( I tried from multiple browsers and over a period of time ). I tried calling Nelnet several times over the period of several days, with hold times of up to an hour and forty-five minutes. They do not have a contact feature on any social media and their chatbot was not able to provide specific answers to my questions or point me in the right direction. Today is the due date for payment and I have still not been able to reach them.
Company Response:
State: OR
Zip: 97030
Submitted Via: Web
Date Sent: 2023-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Applied for SAVE student loan program 21 with Nelnet via phone as they stated there was an issue with my Studentaid.gov application. I submitted required documentation via the email they provided on XX/XX/XXXX. No response. After several failed attempts to contact Nelnet, I called and spoke to a representative on XX/XX/XXXX and they provided with a different way to submit my documentation. Even though the first email was legitimate and they had no idea why it wasnt received. Still awaiting approval. They put me in forebearance. Because I am switching from my previous IDR plan to SAVE, my outstanding interest is added to the loan I specifically applied in XXXX to avoid a large balance being added to my account. Due to Nelnets inability to process my application, I stand to have thousands added to my total balance. I did my part. I was timely. This is my debt going up and will impact my debt to income ratio due to their lack of accountability. I can not complain to nelnet as they are impossible to reach for that purpose ( calling results in disconnection when stating you are calling to file complaints ) and they respond to all emails with we are too overwhelmed, please call. This is such a mess and I am only losing even though I did exactly what I was supposed to. Thousands added to my loan because they just are too busy. Please do something. Please help.
Company Response:
State: PA
Zip: 169XX
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A