Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On Friday, XX/XX/2023, I made a payment totaling over {$100000.00} on my Neltnet federal student loans. I allocated the payment to pay off four of my thirteen federal student loans. The funds have been taken out of my savings account, but have not been applied to my loans. Because the funds have not been applied to the loans that I paid on, the loans are accruing interest. I now owe more money on the loans despite paying off the entire loan amount. As of XX/XX/, the funds still haven't been applied to the loans and they are still accruing interest.
Company Response:
State: NC
Zip: 27103
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I applied for the SAVE repayment plan through the FSA website on XX/XX/XXXX. I was told by the FSA that I qualified for a reduced payment. Nelnet confirmed they received the application on XX/XX/XXXX. Since then, I have received no updates despite Nelnet promising to send email updates every 10 days. As of today, XX/XX/XXXX, my application has not been processed and I now have a payment due date under the standard repayment plan. Attempts to reach Nelnet via phone have been unsuccessful. Nelnet is directing people away from email and to their phone lines. Advice from other people online indicates I need to upload proof of income to Nelnet separately despite linking to my XXXX federal tax return in my application on the FSA website. However, Nelnet 's website is not allowing document uploads ( the function is broken ), so I can not do this.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received electronic communication from Nelnet on XX/XX/XXXX that I had been approved for the SAVE program, which stated that my payments would be {$0.00}. In attempts to keep my account from accruing interest under the SAVE plan, I wanted to start making payments and enroll in auto-pay to take advantage of the lower interest rate. Instead, I found that my account has been placed in Administrative Forbearance, with no notice from Nelnet and no explanation as to why. I attempted to contact Nelnet on XX/XX/XXXX and XX/XX/XXXX via email on the web site, as I have done with past communications, but have not received a reply other than an auto reply telling me to look at the FAQs for my answer or to call. Many others in my position say they spend hours on hold only to get a response from customer service that they dont know why theyve been placed in administrative forbearance or whether or not the interest accruing on their balance will be waived.
Company Response:
State: HI
Zip: 96720
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Full payment history for ALL graduate loans missing. Once graduate loans were sold from XXXX to Nelnet in late XXXX and now Nelnet is stating they have no previous payment history. I have been paying on these graduate loans since XXXX so I have at least XXXX years of missing payments. I need a full payment history for all graduate loans
Company Response:
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/23, I submitted an application with Nelnet to change my repayment plan from the Income Contingent Repayment Plan to the Graduated Repayment Plan so that my monthly payment would be lowered. Upon submitting this application, I received an email stating that the application would be processed in 7-10 business days. It's now been a month and the application still has not been processed. I have used Nelnet 's contact form and called several times to request a status update on my application. The last customer service representative that I spoke to informed me that the processing of my application should not take this long. Nelnet has failed to process my application in a timely manner which is essentially forcing me to pay almost 2x per month. My current payment due is $ XXXX. If Nelnet were to process my application as requested, my payment would be less than {$100.00}.
Company Response:
State: NY
Zip: 13045
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a lender with Nelnet, I have try calling them but they hardly pick up. I spend over 2.5 hrs. To no avail. It semsthere are some inconsistent information in my forbearance in which they say I don't have to pay anything until XX/XX/2024, but it is showing a bill for XXXX. Also, I applied to the teacher loan forgiveness and I have not hear anything from them. If my application has something wrong or not. They don't pick up the phone.
Company Response:
State: PR
Zip: 009XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Throughout the Covid-19 pandemic forbearance period ( XX/XX/XXXX- XX/XX/XXXXXXXX ), I continued paying my student loans thinking that continuity was required to ensure I received public service loan forgiveness. I am currently a teacher in XXXX XXXX Public Schools, and am nearing 10 years of public service. In XX/XX/XXXX, I learned that I was eligible for a refund of payments made during the above mentioned period of time, and that those months would still be credited towards the 120 loan payments required for Public Service Loan Forgiveness. This was verified by the Department of Education on the Federal Student Aid website. Per the Department of Education 's instructions, I contacted my loan services Nelnet to initiate the request to get the money I paid throughout the forbearance period refunded. I spoke to XXXX ( employee ID # XXXX ) of Nelnet on XX/XX/XXXX and she explained that I would receive my refund check in 7-8 weeks. This representative specifically said I needed no further action until the beginning of XXXX, at which time I could call again if I had not received my refund. On this call, I also inquired about receiving documentation of this refund request and was told there was nothing I could receive but that I could reference the call date, time, representative name, and number. I contacted Nelnet on XX/XX/XXXX because I had not yet received my refund check. I spoke with XXXX ( employee ID # XXXX ). This representative confirmed that there was a note on my account that the refund request was made on XX/XX/XXXX. However she noted the Nelnet never began processing that request because my loans were transferred to XXXX- a different servicer- on XX/XX/XXXX. My request was not sent to XXXX at the time of transfer. The representative told me I would have to follow-up with XXXX regarding a new request. I called XXXX on XXXX and spoke with XXXX ( employee ID # XXXX ) who alerted me that they had no record of this request being passed from Nelnet to XXXX and that I am no longer able to request a refund as of XX/XX/XXXXXXXX per Department of Education policies. I had not been alerted that my loans had been transferred to XXXX until XX/XX/XXXX. I was not notified by Nelnet that they were no longer processing my refund request, and I was specifically told by them not to take action until XXXX. Therefore, I had no way of knowing that my initial XX/XX/XXXX request was void until the request deadline had passed. The representative with XXXX sent a special request to their accounting team with the above information. However, she said that it was unlikely I'd be approved for this refund despite the unique and unfortunate circumstances. I was told this request would take up to 10 business days to process. I have been a public servant and a teacher for 10 years. I have made payments diligently throughout my public service. I took all the steps to request a refund, while awaiting the outcome of my PSLF application. The loan forgiveness will be a tremendous weight off of my plate, and the refund can make a significant difference in my family 's life now. The desired outcome is that I receive a refund for the money that is owed to me for payments during the forbearance period.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2023-10-04
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: Received bad information about your loan
Consumer Complaint: My student loans were transferred from Great Lakes Borrowers Service to Nelnet this year. Ive yet to receive my full payment and loan history from Nelnet. When I request it, instead of providing the information in a PDF, in an email, or through traditional mail, they send me a message to my Nelnet inbox on their website. The problem is, messages sent to my Nelnet inbox are not accessible. There is no way to view the contents of any messages they send me. Clicking an unread message does not open it, it just marks it as Read. Additionally, on XX/XX/XXXX, I noticed a mistake in my loan information on Nelnets website. Ive attached a screenshot, but essentially they have categorized one of my XXXX loans from XXXX XXXX XXXX as a XXXX loan from XXXX XXXXXXXX XXXX This is clear because their website indicates the disbursements for this loan occurred in XXXX and XXXX. I attended XXXX XXXX from XXXX. Since there are different procedures regarding XXXX student debt and XXXX student debt, there are potentially serious financial ramifications mistakes like these could cause for me. Since I am unable to access my complete loan and payment history, I have no way to check if Nelnet has made additional mistakes regarding my loans.
Company Response:
State: CA
Zip: 90802
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: Don't agree with the fees charged
Consumer Complaint: Hi- I'd like you to revisit the complaint I filed with you back in XXXX. I'd like to get my money back and I am still angry at how this was handled. The complaint information is : # : XXXX ; XXXX XXXX XXXX Federal student loan ; Dealing with my lender or servicer- Great Lakes, XX/XX/XXXX. Original complaint description : I am writing this letter requesting assistance with a federal Parent Plus loan I received in XXXX of XXXX, to help my daughter finance college. The loan is being serviced by Great Lakes Educational Loan Services , Inc . The loan number is XXXX ( # XXXX ). I filed a complaint with the Consumer Financial Protection Bureau. The CFPB Case Number is XXXX. The principal amount of the original Parent loan was {$14000.00}. The first payment was not due on this loan until XX/XX/XXXX. I filed for XXXX XXXX Bankruptcy in the XXXX District of Florida in XXXX, XXXX # XXXX. The terms of the bankruptcy were to pay off all creditors at 100 % of the principal balance at the time of the bankruptcy filing with no additional accrued interest on the principal. Great Lakes filed a claim to be paid through my bankruptcy on XX/XX/XXXX. As of the date of the claim Great Lakes requested {$14000.00}, plus an additional accrued interest on the loan of {$3300.00} for a total of {$17000.00}. My XXXX XXXX bankruptcy was discharged as paid out in full on XX/XX/XXXX, and the case was closed by the court and trustee. Unbeknownst to me, Great Lakes continued to accrue interest on my loan for whatever balance was due during the same years the loan was being paid off through bankruptcy. Great Lakes applied each payment it received from XXXX XXXX Bankruptcy Court to principal and interest as if the loan was not part of a XXXX XXXX repayment plan. Great Lakes now say that I owe them {$2100.00} in outstanding accrued interest on the parent loan. I filed a complaint with CFBP because I believe Great Lakes are abusing the law { 11 U.S. Code 523 ( 8 ) ( A ) }. Their response to my complaint was that federal student loans can not be discharged through bankruptcy and therefore it is within their federal legal rights to continue to add interest to the principal even though the loan was in bankruptcy and they were being paid early ; and then charge me for the interest as it accrued during bankruptcy. According to Great Lakes, I need to go back to court and get another judgement to discharge the parent loan. My bankruptcy attorney said that federal law allows Great Lakes to do what they did because federal law states that federal student loans can not be discharged through bankruptcy court. My attorney also said it is impossible to get a discharge unless I am XXXX. Any legal action will cost significantly more than the balance I owe. I believe my loan should be closed out by great Lakes. They were paid in full early through bankruptcy. Great Lakes did not need to submit their claim to the bankruptcy court. In fact, my initial list of creditors did not include them because I knew the loan could not be discharged. When their claim appeared on my bankruptcy records I assumed that the loan was going to be treated like every other consumer debt I had. If what Great Lakes is doing is legal then the law needs to be clarified so that student loan servicing companies must participate based on the terms of the court ordered XXXX XXXX bankruptcy. Right now Great Lakes is having it both ways and it is wrong and in my opinion abusive. I wonder how many people wind up in XXXX XXXX bankruptcy thinking theyve paid all of their debt through the courts only to find out that student loan debt was allowed to linger through accumulated interest and the servicing companies balance bill for interest that should not have been allowed to accrue during the bankruptcy period to begin with?
Company Response:
State: PA
Zip: 15090
Submitted Via: Web
Date Sent: 2023-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Hello, I have attempted to call Nelnet 4 times to get my password reset. The system says they are now requiring XXXX factor authentication when i log in but when i attempt to reset my password the online notification states they do not have a valid email address or phone number on file. However the XXXX times i have spoke to a representative this is information the use to validate my account along with my birthday and my social. I am unable to get in to view my bill and do not want to pay over the phone until i have had a change to view my bill and ensure i am set up on the best repayment plan. The representative told me they cant help me, but i do want to pay them and they are making it impossible.
Company Response:
State: NJ
Zip: 080XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A