Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I established autopay with my new checking account from the last 3 years of no payments, my autopay was scheduled XX/XX/2023 with their website confirming this. Payment was never taken out, now my account is past due and assessed additional fees. I can not contact customer service since their wait times are 3+ hours. Their site now says autopay scheduled XXXX for double the amount and fees, Ive never made any changes to my autopay, it should have applied XXXX.
Company Response:
State: FL
Zip: 32807
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: Nelnet received my XXXX application on XX/XX/2023. I have called and emailed Nelnet on multiple occasions to find out why my application has not been processed. It has now been over one month ( today is XX/XX/2023 ), and I still can not get an actual date by when my XXXX application will be processed.
Company Response:
State: FL
Zip: 33018
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 was enrolled in auto-debit to pay off my student loan. The auto-debit was successful and the money left my bank account. There is no record of my payment on Nelnets website however, and now my loan is marked as past due,
Company Response:
State: CA
Zip: 95050
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: My student loans were moved to NelNet as the provider. I opted into the " SAVE '' plan but the payments did not lower for me, so for the past month I have submitted requests on their website from my account to change my payment plan. The website has many options for self-serve, but all my requests go un-answered and never change. I try to call but receive messages for long wait times, and even when I wait, I get hung up on. I need someone to contact me and actually help fix my Student Loan plan before my payment is due on XX/XX/2023.
Company Response:
State: CT
Zip: 06360
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: Received bad information about your loan
Consumer Complaint: Nelnet has not processed my new REPAYE application within ten days and sent me a statement with accrued interest ; they state I am still on XXXX. It has taken longer than four weeks to adjudicate this request.
Company Response:
State: WI
Zip: 541XX
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: Need information about your loan balance or loan terms
Consumer Complaint: ( 1 ) My student loans were transferred from XXXX XXXX to Nelnet. I have been trying to get a record of past payments on my loan from Nelnet, but Nelnet has been unresponsive. I am not able to get this information from XXXX XXXX either. Payment history is not available on the Nelnet website. I have no way to confirm that the amounts transferred to Nelnet are accurate. ( 2 ) My SAVE application is still pending, and Nelnet has been unresponsive to status update requests, except to notify me that Ive been placed on an administrative forbearance. I am unable to get in touch with Nelnet to confirm status or confirm whether payments can still be made during this time and whether they will be properly applied to my account.
Company Response:
State: IL
Zip: 60010
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: Hello, First complaint : My student loans are now being serviced by Nelnet. The page for making a payment has been down for at least the past couple days. I tried all their troubleshooting steps and none worked. There was no way to make the necessary payment on the day it was due. I also tried making the payment over the phone but that method does not work ; the line cuts out and you are unable to make the payment. Second complaint : I attempted to make the payment via the automatic payment method instead. My old bank account information was what they had on file, so I updated it to my new bank account. In doing so, the interest rate on my loan increased by .25 %, even though I still had bank account information in for an automatic payment. Apparently, by " editing '' the bank account information, I lose my .25 % reduction for the next 30 days. I am paying Nelnet an extra .25 % in interest for the next month due to my decision to update my bank account information. Third complaint : I had to sit on the phone for 2 hours and 53 minutes in order to get through to an agent to make my payment. Fourth complaint : They were unable to tell me why I am unable to access this page or make the payment over the phone. Fifth complaint : As of writing this, I have been on hold for 25 minutes to speak with a supervisor about the .25 % rate increase occurring due to me editing my bank account information. The collective actions by Nelnet as I describe above show a complete lack of responsibility to prepare for the resumption of student loan payments. A broken website, an understaffed call center, and a deceptive way to scrape an extra .25 % out of the payer 's pockets are all things that are completely unacceptable for a company that controls the financial wellbeing of millions of Americans.
Company Response:
State: DC
Zip: 20001
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 set up auto payments on the website. The first payment was due XX/XX/XXXX and wasnt pulled. The website showed I was late on my payment on XX/XX/XXXX. I tried making a manual payment on the website and it wouldnt go through as the website was broken per usual. Finally got someone on the phone and they submitted the payment for me. They reassured me that I wouldnt get charged twice but I ended up getting charged twice. I want a refund for my 2nd payment
Company Response:
State: CO
Zip: 80005
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The balance for the group XXXX XXXX is {$6400.00}. These loans were to be removed from my account due to the schools ( XXXX XXXX - XXXX ) closure as a result of the judgement from a class action lawsuit against this school. I have contacted Nelnet several times over the past 7 years to have this addressed. They have consistently claimed this is still pending being addressed, but can not advise on anything regarding this case. I am now required to make payments as of XXXX, and this balance is still on my loans. It is also listed on my credit and needs to be removed. Can anyone please assist me with getting this rectified? They refuse to state anything about the school linked to the loan in hopes I will be forced to pay for something that has already been rectified. Please help. This is preventing me from achieving a good loan to get a home for my children. I am begging at this point for help from anyone. I have even contacted Ambudsman who directed me back to Nelnet. No one is helping.
Company Response:
State: OR
Zip: 97062
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: Nelnet is unresponsive. My repayments are scheduled to start in XXXX, but the payment of {$5600.00} per month is impossible for me to pay. I've tried to apply for an alternative repayment plan ( XXXX or XXXX ), but Nelnet will not respond. It has been several weeks. I uploaded financial documents and email them often, but no response. Also, I'm concerned because Nelnet has not factored in the years of payments I've already paid. All of the plans lost 25 years of repayment.
Company Response:
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A