Date Received: 2023-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Back in XXXX of this year, I applied for the new SAVE Plan. Nelnet emailed me XX/XX/XXXX saying they needed 7 years of income statements (? ) to enroll. I didn't think this was right, so I contacted them through email soon after asking why this was since literally no one I knew, and no one on message boards was having to provide this info. On XX/XX/XXXX, they wrote me back and didn't tell me anything ; just copied and pasted the same email they sent me before. So I tried looking for tax documents and couldn't find them and called on XXXX, was on hold for XXXX hour XXXX mins and XXXX seconds. I hung up. tried again on XX/XX/XXXX and after XXXX hours I got through. The lady couldn't answer my question, but got someone that could, and gave some weird excuse, but gave me options of what paperwork I could upload. A XXXX hour XXXX min and XXXX second phone call, 89 % of it on hold. So I uploaded my documents on XX/XX/XXXX. I emailed them on the XX/XX/XXXX for a status update since there was nothing on the website about where my application was in the process, and I just got an automated, 'sorry, we're too busy to help you, we're overwhelmed, ' email today, lol. They approved my application, BUT FOR THE WRONG PAYMENT PLAN. To be honest, I don't even know what I'm on now, but I know it isn't the SAVE Plan because my payment isn't supposed to be {$150.00} a month. Like, I just can't with these people. I can't be on hold for hours anymore, I can't deal with their incompetence, I don't even know how/why I'm on a plan I didn't even put an application in for.
Company Response:
State: TX
Zip: 760XX
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: I applied for SAVE plan on XX/XX/2023. Received notice that nelnet received app on XX/XX/XXXX. By XXXX, interest started capitalizing. I did not receive any info via nelnet portal or via email about issues with processing my account until i filed for CFPB complaint ( XXXX ) on XX/XX/XXXX, then in XX/XX/XXXX, nearly 50 days after I sent initial application I was told due to name discrepancy my application is being held up. Many years elapsed between borrowing and repayment, borrowers have name changes and address changes. I have sent copy of ID requested on XX/XX/XXXX via email and my contact info is up to date on nelnet portal ( please use address on portal instead of drivers license ). Please change payment plan immediately and reverse interest capitalization as SAVE plan would have done.
Company Response:
State: NY
Zip: 11219
Submitted Via: Web
Date Sent: 2023-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have the misfortune of working with NELNET as my student loan serviced, and I have not been able to view any statement that they claim to have made available on their website ( download link is broken and redirects me to home page ) I have been on hold with customer service for over an hour and a half now and call my loans say they are not due to start making payments again until next year, despite the loan forbearance being overturned a few months ago.
Company Response:
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: On XXXX I received an email that my loans were coming due at the beginning of XXXX. The notice stated I would be notified of my payment due dates and amounts. Since then I have logged into the user portal many times to check the status, documentation, statements list, and notifications. There is nothing showing how much I will need to pay monthly or what the due date will be. There is a dashboard notice that lets me know I have been placed on Administrative Forbearance for the first month of payments, with no indication of when the " first '' month is. I have called four times and been placed on hold for over 2 hours each time only to be disconnected. I have sent two emails and received an automated response both times stating they were sorry but they won't be able to get back to me. Both emails provided links to common questions, that were neither specific nor helpful. The website advises you to review loan repayment plans but only provides a range of possible repayment amounts. For example, it will say the repayment monthly cost will be {$510.00} - {$1200.00} depending on eligibility. There is nowhere to actually sign up for a payment plan and advises you to call the number. At this point, I'm not sure what to do and this service provider has a history of marking your account as delinquent ( which is reflected on your credit report ) without providing you the due dates or amounts due.
Company Response:
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet.com is the servicer for my loan. This was not the original servicer for my loan, but I was told they now are. My information on their website states that I have an account already. When I try to retrieve my information the site page associated with that is down. I am too busy to sit on their ( XXXX ) customer service line as they have hold times greater than ten minutes during the times I am available to talk. I am being told I need to start repaying my load this month ( since required payments were on federal hold until recently ). How am I supposed to start paying when my new servicer for my loan doesnt have a functional site for me to find my loans to pay on.
Company Response:
State: FL
Zip: 33713
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE program in XXXX and received and email from the student aid website saying that they received it and my loan servicer would be in contact. I then received an email from Nelnet a few days later saying they received my application and they were reviewing it and theyll update me and contact me if theres any additional information that is needed. I never received information or a status update after that. I did however receive multiple emails from Nelnet saying that my payment would be due soon. A few days ago, on XXXX I received a bill from Nelnet ( 12 days before the due date even though according to the student aid website, we would receive bills at least 22 days before which clearly didnt happen ). I then tried to contact Nelnet and no one picked up the phone, I called again the following day and was on hold for about 3 hours! I explained the situation and was told that the reason I never an email regarding my application status is due to the fact that I didnt set up e-correspondence which makes no sense because I was receiving other emails from them. The rep then told me that they sent out a letter on XX/XX/XXXX ( which I never received ) that explained that they couldnt process my application because there was missing information. Again, all information that I never knew of. The rep told me she would be in an admin forbearance so that I could send all the documentation that is needed but she told me once I sign up for emails I would start receiving updates about my payment repayment status ( being in forbearance ). I checked Nelnet today and seen that I am now in forbearance but i never received an email stating that which I was told I would. I am beyond angry at the lack of professionalism and the fact that Nelnet is dropping the ball and not doing what theyre supposed to do. This is extremely unacceptable! Ive uploaded screenshots.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans were put into an administrative forbearance by Nelnet without my permission or request. I had submitted an application for borrower defense in XX/XX/2022. I specifically check the box stating I do NOT want my loans put into forbearance while awaiting a decision on the application. ( see support doc page XXXX ) I am a post class member in the XXXX vs XXXX case proceedings. I have no guarantee my loans will be forgiven via the borrower defense application and do not want to fall behind on payments while awaiting the decision. I have contacted Nelnet multiple times and dealt with profoundly long wait times ranging from XXXX minutes to XXXX hours. I am currently on hold and have been for XXXX and XXXX min while writing this. I have contacted studentaid.gov and the DOE to attempt to resolve this issue. The bigger issue at play is I need the loans removed from forbearance so I can recertify into a better payment plan and get my taxes filed after recertifying my loans in to the new XXXX plan. XXXX Nelnet has moved at a glacial pace to resolve this issue that never should have been an issue in the first place. I have a copy of the borrower defense application that has the box checked not to put my loans in forbearance while awaiting the outcome. In addition, many student loan servicers have been removing the forbearance and then placing the forbearance back several days later without permission given by the holder of the loans.
Company Response:
State: NC
Zip: 27284
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have emailed, I have called, I have attempted to log on to their website, I have tried to access the account via the app. The emails never get responses, the wait times on the phone range from 1.5-3 hours on hold and when you finally get an answer the rep says they can not help as they dont have any information or resources, the payment over the phone option says its unable to process payments at this time, the website is down and will not process information to reset passwords and the app has been turned off for logging in. It is impossible to give money to this company. I am worried my credit score will take a hit due to the issues their company is having with communication. It should not be this hard to make a payment. Please help.
Company Response:
State: FL
Zip: 33703
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Im trying to reach Nelnet to manage my loan repayment plan since they are asking for a payment after the XXXX freeze. I need to work with them directly on this since I have an income driven repayment plan, and have XXXX income at the moment. However, I cant reach them and am currently on hold for XXXX and a half hours to no avail. This doesnt seem like proper business practices whatsoever. A quick search on XXXX showed me that this is a rampant problem, and once you do reach a representative, they supply inaccurate information that cause major problems down the line. Im sure this issue will continue to progress. Thanks for your help.
Company Response:
State: VA
Zip: 23666
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called the student loan company ( NelNet ) XX/XX/23 to get information about repayment for my moms account, thats on my behalf, and was on hold for over 2 hours to talk to someone. I was able to get a little information and we done the steps they told us to. While I was on the phone for over 2 hours waiting, I also sent an email. I didnt get a response back until XX/XX/23. Now that repayment is coming up ( XX/XX/23 ), and I attempted to reach them XX/XX/23 because the repayment plan has not been fixed and its coming up due for payment on that. But I was hung up on numerous times, stating their office was closed. I was attempting to call at XXXX and their office didnt close until XXXX ( this was also stated by the automated message that kept playing while I was on the phone. ) So long story short, I cant even get ahold of my servicer to try to fix the repayment plan and try to get information on how to get that fixed with little time between now and the repayment date.
Company Response:
State: KY
Zip: 404XX
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A