Date Received: 2023-10-08
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE program XX/XX/XXXX. My application was processed quickly through the studentaid.gov website but since then my application has just sat there with NO movement. It has been a month. Ive spent countless hours on hold trying to get a representative. Once I reach one, they are extremely unhelpful. I have explained that I am in the middle of purchasing a home and that I NEED documentation showing my new payment under the SAVE program. I am scheduled to close XX/XX/XXXX and this is the last piece of documentation needed to provide to my lender. I have explained the urgency of this situation and they do not seem to care. They didnt even offer to put me on an administrative forbearance while my application is processing. My payment is due the XXXX and I still have no clue what my payment will be. Not to mention, if I dont get the paperwork prior to the XXXX I will not be able to close on time and my loan may possibly not even be approved. I need this to be resolved ASAP!
Company Response:
State: FL
Zip: 33027
Submitted Via: Web
Date Sent: 2023-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans have been transferred to Nelnet, however when navigating the Nelnet website and attempting to setup an account to begin the process of repayment I receive the following error : our information doesn't match our records, or this account already exists. Here are next steps : Ensure you've entered your information correctly. If you recently transferred, enter the email and phone number you used with your prior servicer. I can't do anything to log in, or attempt a fix. I've tried calling but the wait time to talk to a representative is 4 hours- I have a job, I work 12 hours a day, I literally don't have the time to sit on *hold* that long before they even begin to process my issue. Extremely frustrated. It shouldn't be this hard to GIVE someone MY money.
Company Response:
State: OH
Zip: 45044
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: See XXXX for background. I ended up waiting 45 minutes to speak with the supervisor ( after 3 hours to get a single human ). They informed me that the interest would be lowered by .25 % the following business day and I need not worry. I told them the previous agent said it would take 30 days. They insisted that agent was wrong. I told her I was very nervous that she would be wrong after I spent nearly 4 hours on the phone to get to this point. She reassured me and I hung up. It has been 3 days and the rate has not dropped by the .25 %. Customer support supervisor deceives lenders to get them off the phone and back in the 4 hour queue to speak with a human.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I submitted my Teacher Loan Forgiveness application. About a month later, I received the denial letter in the mail stating that the CAO signature was predated, which it can not be, and that I needed the CAO for all locations served to sign the form. However, the application states that if a CAO at an organization has access to records to verify for all locations, then they are able to do so as long as the other service locations are listed on a separate page, which I had done. On XX/XX/2023 I resubmitted my application with the requested adjustments. About a month later, I received a denial letter in the mail stating that one of the CAOs was missing a signature and a printed title next to their name. On XX/XX/2023 I resubmitted my application with the requested adjustments. About a month later, I received the denial letter in the mail, stating that the date next to one of the CAOs signatures was cut off ( the last digit in 2023 was halfway missing on the scan ). And that I needed to submit a separate page 1 for all page 2s. I hadnt submitted a separate page 1 in the other two submissions, so I am not sure why that was only mentioned on the third denial. On XX/XX/2023, I resubmitted my application with the requested adjustments. About a month later, I received the denial letter in the mail, stating that all of the page 2s were illegible and needed to be resubmitted. However, the same page 2s had been submitted 4 times now, with minor changes to fix the errors and not once was it mentioned that they were illegible. When looking at them, they are, in fact, very legible ( attached to this submission ). I have reached out to them several times to see what needs to be done to get this taken care of, as it seems that they are simply trying to delay the forgiveness process now that payments have started again. I can not get through to anyone who can answer my questions and I am getting frustrated with this. The CAOs are also becoming increasingly frustrated, as theyve had to fill out the paperwork for me on four separate occasions now.
Company Response:
State: TN
Zip: 38114
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have continuously tried to call Nelnet to request information regarding my student loans. When I call, I'm faced with long wait times that are never answered by an advisor. I've only been able to get through once and it was in XXXX of XXXX. The advisor, XXXX, advised me to call back closer to when a payment was actually due, which would be XX/XX/XXXX as she did not have any information due to awaiting the government 's decision on student loan forgiveness. After the decision was made by the Supreme Court to not uphold student loan forgiveness, I immediately started trying to reach Nelnet, as my payment was not available on the website. Finally on XX/XX/XXXX - I was given a payment amount of {$31.00}. I paid that amount, but tried to call again to make sure that is what I owed and to understand what repayment plan I am on. I logged back in not long after and my payment was then changed to {$210.00}. This seemed to be a more likely amount for my loan and what I owed. I made a half payment of {$100.00} on XX/XX/XXXX, preparing to make the other half on XX/XX/XXXX ( with a due date of XX/XX/XXXX ). I called again, to understand this is what I owed and to understand what repayment plan I was on - again, I could not reach a customer service agent. I logged in today XX/XX/XXXX to make the other half of my supposed payment, and the payment amount then changed to {$140.00}. I have been on hold ever since trying to resolve this. Just like any loan I would take out, I intend to pay it back, but unlike every other loan I have taken out, this has been a very challenging process. I should be able to see my payment every month and when it's due and easily pay it. Not log in several times a month, with the amount changing. The fear of daily accruing interest is also troubling me through this process. It's also very concerning I can not reach a human person to discuss this with. I understand the system is overwhelmed, but I am doing my part and should not be punished for that.
Company Response:
State: GA
Zip: 30342
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/2023 Fisrtmark Services sent me a stamente on the following the oustanding principal balance was {$6400.00} the interest was {$60.00} the company was unable to explain why the payments was handled in this manner I told them the discrepancy was arbitrary and innacurate. On XX/XX/2023 I received a new statment with corrections on the oustanding balance the new amount was {$5700.00} the interest was {$59.00}. How I am going to trust FirstMark Services? based on this enormous discrepancies charges on my loan? Is obvious to me that they are mishandling the payments. On XX/XX/2023 I sent a payment in the amount of {$1700.00} the company charme for {$800.00} to paid the supposedly oustanding interest of my loan the remainder of {$950.00} was towards the principal. even though I have not received any statement they the company claim I still owe an oustandi interest of {$59.00} for the current month of XXXX. Every time I called the company give me a different balances o denied I have made payments or simple hang up. Is very frustrating dealing with this company who has demostrated a luck of integrity.
Company Response:
State: CA
Zip: 919XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I am enrolled in the standard repayment and Nelnet has not given me my real monthly payment amount. Currently, it says I owe {$180.00} a month. I have 90 payments left and if I were to take this payment amount and assume 0 % interest over the 90 months it would not even cover the principal amount. They also do not seem to have enough customer service representatives I've been on hold for over 2 hours and them my call was dropped.
Company Response:
State: NY
Zip: 13088
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet purchased my student loan during the pause. I am able to make payments now that the pause is over. I have received multiple automated calls from them informing me the pause is over & multiple emails from nelnet urging me to set up an online account. When I try to do this and enter my SSN and DOB, their system tells me that I need to call them because they do not have a valid email or phone number to set up multifactor authentication -- -BUT THEY HAVE EMAILED AND CALLED ME MULTIPLE TIMES!! I did not receive my statement in the US mail with ample time to mail a payment back-the statement was dated XX/XX/XXXX, but it did not arrive in my mailbox until Saturday XX/XX/XXXX, with a due date of XX/XX/XXXX, giving only 5 mailing days for a return payment. So I have been diligently trying to make an online payment and I've tried calling them to set up my account since Monday, XX/XX/XXXX ( their call center is closed weekends ). Expected hold times have been anywhere from 80min to 3 hours when I've called, and I held for 2 hours one day only to be disconnected on the transfer. I'm just trying to make a payment! I should not need to go through multiple levels of security to set up a payment especially when they used the method of contact they say they need multiple times to reach me. It's unreasonable to have over 2 hour hold times to simply set up your account. Security measures are important, but should not be implemented in a way that they hinder a customer 's ability to make payments when they're taking on thousands of new customers. There should be another option than making a phone call if their call center is not staffed for this.
Company Response:
State: SC
Zip: 29642
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've been trying to contact Nelnet since receiving my first statement. I have a payment due on XX/XX/11, and I need to inquire about an extension on a deferment or forbearance due to financial hardship. I've scoured my online account on Nelnet 's website, and I found information on requesting a short term forbearance ( XXXXXXXX XXXX XXXX but I can not find any information regarding requesting a longer deferment or forbearance ( I need a deferment or forbearance for about another year ). Since receiving my statement, I've tried, several times, to contact Nelnet by phone. When calling Nelnet, they indicate that wait times currently exceed XXXX minutes. After dealing with the automated system for XXXX minutes, the automated system says I will be connected to an agent in ... minutes ( the automated system doesn't give a number before minutes so no actual timeframe ). On each occasion when I attempted to contact Nelnet, I patiently wait on hold, and, without ever speaking with an agent, the call disconnects after a little over an hour on hold. This has happened every single time I try to contact Nelnet by phone.
Company Response:
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've emailed on XX/XX/XXXX because I had a surplus on my loan. I wanted XXXX XXXX to send the surplus back so I was not charged interest for that portion of the loan. I got a strange email back on XXXX that had nothing to do with my question. I emailed again on XXXX to let them know that was not my question and asked again. I received an automated " thank you for your email but we are receiving an unprecedented amount of emails ... '' email back. On XXXX, they sent me another strange email about forbearance which had nothing to do with my question and I am not in forbearance. On XX/XX/XXXX, I emailed again after trying to chat with their " live chat '' which is an automated bot that is not helpful. I got the automated emailed. Today, on XXXX, I tried to call them, currently, I have been on hold for 2 hours and 24 minutes with no human being anywhere in sight. I tried to email again but the email is a no reply email address. There should be laws to protect borrowers from this type of treatment. It should not be this hard to get information on my loan. This is ridiculous.
Company Response:
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A