Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my application to NELNET nearly 6 weeks ago and have not gotten an update with regard to payments. They have not asked me for any information and have not updated my new payment plan on their website that I check daily. Payments are due to start next week and this is a going to make a mortgage size monthly difference. Their previous email said theyd update me every 10 days and I havent gotten an email in 19 days from them.
Company Response:
State: FL
Zip: 34761
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Submitted required ( electric bill with low income rate ) proof for deferment on XX/XX/XXXX. Website stated 7-10 business days, but after 14 it switched to : We're reviewing your deferment application we received on XX/XX/XXXX. Please allow time for your request to be completed. I got a PAYMENT/statement in the mail that is due XX/XX/XXXX. I called and waited on hold 2 hours before I had to go back to work. The payment is A LOT : {$300.00}. I can not pay this and do not want a late/missed payment on my account. They should have reviewed and approved my deferment by now.
Company Response:
State: MA
Zip: 02149
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been trying to get in touch with this company who now services my loans ( Nelnet ) multiple times with no success. I emailed them on : XX/XX/26 and received an automatic reply : Thank you for your email. We apologize for not responding sooner. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). If youve already contacted us by a different means and/or resolved your issue, please disregard. Otherwise, we believe that one of these options may be the best way to find what you need : where you can view your loan details, apply for repayment assistance, and more. For answers to common questions, check out our FAQs page. For information about all aspects of federal student aid, please visit StudentAid.gov. And never heard back from anyone. I have been trying to call them with questions on my account 5 times over the past 2 weeks. I have Waited on hold for as long as two hours with no answer. There is absolutely no way to get in touch with them regarding my account and this is unacceptable. I wanted more info on forbearance for a natural disaster, which they emailed me about and instructed me to reply to the email to say yes to opt in. This was never replied to and my account has no forbearance applied. This servicer was not my original loan servicer and took over the student loans after the COVID pause ended and is completely inadequate in handling any form of my personal finances. I will not be making a payment until I speak to someone at this company.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-10-03
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 sent two messages to Nelnet through their online portal requesting my payment history and each of my loan agreements. I initially reached out when I saw my loans were transferred to Nelnet, and never got a response and no copy of the record showing I requested this information. Because of this, when I requested this information for a second time on XX/XX/2023, I copy and pasted the message and sent it to myself via email to ensure I had a record. I never got a response from Nelnet.
Company Response:
State: VA
Zip: 223XX
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: Problem with customer service
Consumer Complaint: I already received approval for Borrower 's Defense application pursuant to the Sweet v. Cardona lawsuit. Here is the problem : My loan was paid off through XXXX XXXX XXXX. XXXX XXXX XXXX went out of business and my loan was transferred to Nelnet. Nelnet has had my loan since XXXX of 2022 but refused to enter it into their system. I was told that the servicer is the one to notify the Department of Treasury so that the Department of Treasury can issue a refund. So, I guess Nelnet would be the ones to notify the Department of Treasury. Unfortunately, Nelnet is not entering paid loans in their system. Therefore, Nelnet does not know that I even exist. So if Nelnet does not even know that I exist, they will NEVER notify the Department of Treasury and I will NEVER get my refund. I have asked to speak to a supervisor numerous times but they never let me talk to one and a supervisor never calls me when I leave my number. I have sent numerous emails but all i get is an automated response that doesn't apply and it tells me I am not in their system- Duh! So I have absolutely no way to resolve this problem.
Company Response:
State: AZ
Zip: 863XX
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I received notification that my Borrower Defense to Repayment applications for XXXX XXXX XXXXXXXX and XXXX XXXX XXXX XXXX XXXX were approved under the XXXX XXXX XXXX Settlement agreement. The email correspondences advised my eligible loans would remain in forbearance until I receive relief. Currently, Nelnet is showing that I have a payment due on XX/XX/2023, in the amount of {$520.00}. I have contacted both Nelnet and the XXXX XXXX to Repayment XXXX multiple times to no avail.
Company Response:
State: NC
Zip: XXXXX
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: Problem with customer service
Consumer Complaint: A few days out of the past week I tried calling Nelnet XXXX. XXXX I waited over XXXX minutes, no answer. The second call, I waited on hold over XXXX hours. No answer. I sent an email message, no answer. I applied for the XXXX XXXX and the student loan.gov website says my payment should XXXX, and the Nelnet online portal says Ill be charged XXXX within the next XXXX weeks. This is unacceptable.
Company Response:
State: IN
Zip: 46304
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: First, nelnet processes my direct loan consolidation request with wrong loan amount, an amount that is higher than the amount in student aid.gov. Second, I applied to direct loan consolidation under SAVE plan which I qualified before and I have no other changes in any of my situations. I called agent twice, each needing to wait with 3 hour holds, which I cant really do that often as I work full time. Each time they could not tell me why I am not in the save plan even though they see me applying for save plan and I qualify for it. They could not do anything for me and just told me to wait and call again, which I am unable to keeping doing with a full time job. in the meantime the interest just keeps accruing under standard plan. I emailed them weeks ago multiple times with no reply. I need help because I am sure I wont be refunded with all these extra interest accruing and they are not helping me. It feels like they are scamming me with money. Please help
Company Response:
State: CA
Zip: 92691
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: To whom it may concern, On XX/XX/2023 I submitted a payment of {$30000.00} to Nelnet be dispersed to all 13 of my student loans. The total amount due in student loans was {$40000.00}. It took Nelnet until XX/XX/2023 to initially process my {$30000.00}. That means it took 11 days to process the funds, all the while interest on my {$40000.00} loans was accruing. When the {$30000.00} payment was processed by Nelnet and applied to my loans, Nelnet only applied {$14000.00} to the principal loan amount and {$160.00} to loan interest. This amounted to {$14000.00} of the {$30000.00} payment being used for payment of principal and interest. The remaining unused funds from my initial {$30000.00} payment amounted to {$15000.00}. I spoke to a Nelnet representative on the phone on XX/XX/XXXX, who informed me that the remaining, unused, {$15000.00} from my payment would be refunded to me over the next two weeks. On XX/XX/XXXX, I called Nelnet to confirm that my refund of {$15000.00} was being processed. The representative told me that there was no record of a refund request. Instead, the representative told me that there was an issue on their end with the proper allocation of my initial {$30000.00} payment. The representative told me that they contacted their accounting department and that one of their financial representatives would manually review my payment and allocate the remaining {$15000.00} to the remainder of my loans and that the allocation would be processed the same day ( XX/XX/XXXX ). Today, on XX/XX/XXXX, I checked the status of my payment and it says that the payment processed in Nelnet 's system. However, the remaining {$15000.00} of my original payment was still not applied to my loans. So, currently as it stands, Nelnet is not refunding me my {$15000.00} and they are also not applying the {$15000.00} to my loans. They have effectively stolen that money from me. Every time I call I get different answers and nothing ever happens with my money. It just sits in Nelnet 's system. Please help me resolve this issue. Sincerely, A responsible student loan borrower
Company Response:
State: CA
Zip: 90066
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Student loan repayment was restarted, and automatic payment was configured for XX/XX/2023. Nelnet.com did not process my automatic payment, and now says my balance is past due.
Company Response:
State: FL
Zip: 32164
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A