Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have contacted Nelnet as well as opened a complaint on XXXX because Nelnet is inaccurately showing that some of my federal student loans are in a standard repayment plan while the others are showing ( accurately ) that they are in the PAYE program. This has made it nearly impossible to determine what repayment plan currently being offered is best for my financial situation. I contacted Nelnet originally two months ago, on XX/XX/2023 and opened a complaint on studentaid.gov on XX/XX/2023. As of today ( XX/XX/2023 ) I have not received any kind of helpful information, verification of the payment plan, or a reason for such a delayed response.
Company Response:
State: MI
Zip: 48021
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The original loan amount was {$3200.00}. I requested a refund of payments made during the XXXX student loan pause ; I had {$900.00} remaining and had paid {$2300.00}. Refund checks were dispersed on XX/XX/XXXX, and duplicate checks were dispersed on XX/XX/XXXX. On XX/XX/XXXX, I deposited an amount of {$2300.00}. I received a call from a NelNet representative asking me to destroy the extra checks which I had already done. On XX/XX/XXXX, I received a letter about the duplicated checks with instructions to make a payment of duplicated or mail the checks back. On XX/XX/XXXX, I called NelNet to inform them of the prior phone call and to let them know I destroyed them- they said they would make a note so the duplicated refund wouldn't be charged to my account. On XX/XX/XXXX, I checked my account to see a balance of {$5600.00}, when it should've been {$3200.00}. NelNet added an extra {$2300.00} to my account because I destroyed the checks and assumed I deposited!! I called NelNet, and they said they submitted paperwork about the error, and I will be reached out to in XXXX days. on XX/XX/XXXX, I received a missed call from NelNet, and called back to find there was no new information and they were still " investigating. '' On XX/XX/XXXX, I called NelNet again, and the XXXX said she opened a ticket for accounting to specifically investigate. She said to expect XXXX weeks for the issue to be fixed. It is now XX/XX/XXXX, and my account still has an incorrect balance of {$5600.00}. I have the checks I cashed ( only {$2300.00} ), and statements proving so. NelNet needs to remove the extra {$2300.00} from my account ( restoring it to {$3200.00}, prior to any payments made in XXXX ) as it was never paid out. They can trace the checks to determine this is true. This should not still be a problem a year later when the mistake was on NelNet from their miscommunication within the company and to customers!!
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried to set up auto pay twice so I can receive the 25 % discount w/o success ; I have receipts showing that I attempted to set up auto pay and auto pay has yest to be set up! there was a previous complaint against nelnet and nelnet has not replied! they are completly failing to respond... this is the previous unanswered complaint # XXXX
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have proof that I signed up for auto payments on XX/XX/2023 in preparation for the student loan repayments to begin XX/XX/2023. I log into my bank account and did not see the auto payment drafted, so I log into my Nelnet account and see that they have marked me as past due. However their website clearly states I am enrolled in auto payments, have been enrolled since XX/XX/. In attempts to speak to someone my call was randomly dropped multiple times, their wait time is 2+ hours and they are providing zero extra assistance. I am hesitant to process another payment and they overdraft my account. As of XXXXXXXX XXXX XXXXXX/XX/2023 I can not log into my account and process a payment if I wanted to.
Company Response:
State: CO
Zip: 80015
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: US department of education claims I owe them {$3400.00} in student loan funding. I never received any money from the loan services or current loan servicer called NelNet. This is not a debt because I never received any money for school from US dept of education and they have no proof that I received student loan funds. Everytime I ask the student loan servicer for proof they can not give it to me. This is a clear SCAM and I want it removed from my XXXX, XXXX, and XXXX. IMMEDIATELY! I can not take out loans or pay other IMPORTANT expenses because of this. If this is not removed I will have to take proper legal action.
Company Response:
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My federal loans were transferred to Nelnet during the pandemic. I applied for the SAVE program because this was supposed to help lower my payments. My monthly payment more than doubled! Prior to the pandemic, my payments were just under {$200.00}. My new payment through SAVE is {$450.00}, and I simply can not afford that each month. Now I have only a few weeks to figure out how to make my payment because I just learned last week what my new amount was. The issue here is their customer service. I work full time M-F and do not have time to sit on hold with Nelnet. I've made three attempts to contact them via phone, and I'm on the phone trying again. Each time I've been on hold for over two hours. I do not have the time to sit on the phone for more than two hours while I'm at work. But I desperately need to actually speak to a person to figure out my options. The fact that they provided my new amount with such short time and no way to get a hold of anyone needs to be addresses. Thousands or even millions of borrowers are trying to do the same thing, and we're all screwed. Please help! XXXX
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the XXXX repayment plan in the middle of XXXX, 2023. The XXXX XXXX calculator said based on my loans and tax return I qualify for $ XXXX $ XXXX payments for XXXX payments under this plan and was the best option for my finances. It also stated that all of my loans qualify for this repayment plan. My servicer ( Nelnet ) asked me for a copy of my tax return which I provided to them promptly. They then emailed me saying they finished processing my application about a month later ( XXXX ) and said to be on the look out for additional correspondence from them ( It is now XX/XX/2023 and I still have not received any form of communication from them ). My payment amount is still the same amount it was for the standard repayment plan ( over $ XXXX ). Additionally some loans still show standard repayment. I have tried emailing them multiple times to which an auto generated response comes back saying to call them. I call and sit on hold sometimes in excess of 2 hours just to get hung up on. I have not been able to reach anyone and their website says due to unprecedented amounts of calls, please email them for assistance. I am getting nothing but the run around and have had no choice but to submit another application for the XXXX plan to force someone to redo their calculations.
Company Response:
State: PA
Zip: 15044
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have called at least three times to discuss what seem to me " phantom loans, '' i.e. loans that I did not take out nor recognize from my personal history, as well as the fact half of the loans these Nelnuts bought from Great Lakes are showing on their website as currently in repayment -- while others ( correctly ) show that I am still enrolled in college. I have been left on hold for 4+ hours twice in the last two weeks, and one day their phones were down. I've also used their web form to submit my questions, once back in early XXXX, and again last week. I have still heard nothing, and am showing on their website that I somehow owe more than a XXXX when I am still enrolled in my XXXX! This is criminal! How are they being paid by the government to service these loans and all they do is charge undue interest, create made up loans, and hide behind a system clearly designed not to provide service to anyone -- but only squeeze as much money out of those who needed money to go to college in the first place? WAKE UP PLEASE!!!
Company Response:
State: TX
Zip: 76209
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loan was transferred from Great Lakes to Nelnet for servicing in XXXX. My first repayment is due XX/XX/XXXX and I have been attempting to logon to submit my payment information since XX/XX/XXXX ( today is XX/XX/XXXX ). Nelnet has deleted the mobile app, requiring customers to utilize their mobile website which I have been unable to access since XX/XX/XXXX. I have switched to using my laptop to access the website and it is also not loading, stating volume is unprecedented and to try again later. I am unable to submit my payment information which could result in a late payment and additional interest and fees on my account, which I would not have incurred if I was able to make my payment when I originally logged on. Nelnet 's telephone customer service is receiving unprecedented call volume and I am unable to get through that way as well. I believe Nelnet is in violation of Regulation Z and UDAAP when it comes to servicing student loans.
Company Response:
State: NJ
Zip: 08002
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My account was scheduled to execute an automatic payment for the month of XX/XX/2023, but no automatic payment was executed and now my account is marked as " past due ''. There are similar complaints across the internet of Nelnet failing to execute payments, with a multitude of adverse effects on the student loan borrowers.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A