Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Leading up to student loans resuming, I tried several times over the course of XX/XX/ to log into my online Nelnet account to confirm details such as payment amount, bank details, and automatic payments. I was unable to log in, and their automated account recovery process didn't work any of the times that I tried ( No email was sent to my email address ). Not sure exactly when my due date is, I called Nelnet 's help phone number this morning XXXX XXXX XXXX and have been on hold for 2 hours now with no end in sight. I'm worried about suffering consequences of not paying if I continue to be unable to access my account.
Company Response:
State: SC
Zip: 29072
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: Nelnets website has been having technical issues. They requested I set up autodebit online and the option is unavailable. The entire site is currently down. I have submitted my pay stubs multiple times and they have yet to update it in their systems. Trying to make a payment of any sort is also impossible. I have been calling their phone and I have sat for HOURS and have been unable to reach a representative to solve these issues. I work in credit repair, and I know what a late payment can do to your credit scores. They simply do not care. They want to rake in money without paying employees to man their phones or fix their site.
Company Response:
State: CO
Zip: 80222
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Since my loans were transferred to NELNET the service and communication has been poor, inaccurate and unprofessional. Their website is not user friendly for payments. They will not reply to emails. Customer service on the phone takes 2-3 hours to get anyone on the phone. Their website is constantly down, errors, payment processing takes way too long. I would like to have my loans service by someone else, would that be possible? NELNET is an absolute nightmare to work with and deal with. One rep didnt even know about the president on ramp program. They have not continuity of what they say, or document each interaction. This is frustrating and unacceptable for a company handling large amounts of money. Please do something and provide feedback for improvement or alternative. Their social media channel are useless, because they have a generic answer and never call back. Im tired of this level of service.
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: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been on hold with Nelnet for over 3 hours now, simply trying to ensure that my loans get consolidated into one so I dont have multiple charges from my bank account next week. This is the second time Ive called them and last time I was also on hold for over 2 and a half hours before I eventually had to just hang up. I do not have enough time in my day to stay on hold for hours, staying alert to make sure I dont miss an operator finally answering. There isnt a call back option either, and I cant get this done on the website as it says I have to call for this. Im not sure what else I can do but Im still on hold and its approaching the end of business hours, so Im concerned Ill have to do this all over again tomorrow with no guarantee of an actual human answering the phone.
Company Response:
State: NJ
Zip: 07071
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: Need information about your loan balance or loan terms
Consumer Complaint: I submitted my application to the SAVE plan in early XXXX, I would guess the first week of the month. Unfortunately I can not provide an exact date because the Nelnet website is currently down as I write this, as it has been several times when I have tried to check the status of my student loans and my repayment application. When I initially submitted my application to the SAVE plan, there was a note on my account that Nelnet had received my application and that I should provide them 14-21 days to process the application. After a few weeks I noticed that that message disappeared, and now it only displayed the message about when they received my application for the SAVE plan. It has been almost a month since I submitted my application with no communication from Nelnet about the status of this application, besides the fact that they received it. Meanwhile, they have been doing a fantastic job of tracking the interest accrued on my loans without providing me information about how much my monthly payment will be, and that is not even beginning to address the fact that half the time I try to log-in to their website it is down. Frankly, I am not sure how this is legal and it is unacceptable that Nelnet has known for months now that student loans would be resuming in XXXX with payments due in XXXX. It has been enough work for me to prepare financially for payments to resume, and it seems as if Nelnet has not done the work or prepared to service loans. I believe that they should be held responsible as a LOAN SERVICER for not even managing the minimum responsibility of maintaining a working website. This has put an incredible amount of stress on me and my wife and has made financial planning difficult. My wife also has loans with Nelnet after being moved from Great Lakes, and she has also been unable to speak with anyone at Nelnet over the phone due to wait times of over 2 hours on the phone. Nelnet needs to be accountable to borrowers for the loans that they are servicing. There is an extreme lack of accountability on their part for not maintaining a working website where borrowers can access their loan information and for not having enough customer representatives on staff so that borrowers are not spending hours of their day waiting on hold to ask simple questions.
Company Response:
State: NY
Zip: 14221
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I have been trying to fix my student loan account before the XX/XX/XXXX deadline since XX/XX/2023 in order to get on the XXXX plan and alleviate interest accruing on my account and to be able to pay my loans. I have submitted multiple times to be switched over to the XXXX plan and each time there has been something wrong on the Nelnet side of things. Each time I provide the information, it takes them 15 days or more to respond on what I need to do next. After I provide that information it takes them another 15 days to process in order for them to get some kind of an error. Because of this fault from Nelnet by not completing my application and not putting my loans on XXXX, my loans have accrued over {$1000.00} in interest since XX/XX/2023. They also do not have a timeline anymore on when this will get fixed.
Company Response:
State: TX
Zip: 787XX
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 am part of the Borrowers Defense post-class. I was placed on Forbearance and have called in and asked to be taken off of Forbearance. I still have not been taken off. I am going to be accruing interest that I do not/should not be accruing.
Company Response:
State: FL
Zip: 32779
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 hope my letter finds you well. I would like to file a complaint and open an investigation against Nelnet student loan company. I have had several illegal issues with the company that I will list in order as it happened : I called on XX/XX/XXXX because I had an issue with my XXXX XXXX on FAFSA. The representative on the phone said she will be able to process my application over the phone and she assured me that it was submitted, and she said I have XXXX payment till next year. I asked her if I had any money due, she said no I have XXXX payment and do not have to pay or do anything. She also said I will get an email regarding my status. On XX/XX/XXXX I opened my Nelnet profile to check my status, I found no application for XXXX and I saw that my interest got higher. So I called around noon time : I was told that I have no application in process and that my interest started accumulating daily since XXXX XXXX. I was on hold for over XXXX hours and I am working full time so I had to hang up because I had work. Called again after work around XXXX, was put on hold again for XXXX hours. I spoke to another representative and had me submit another XXXX XXXX application and was told it takes around XXXX weeks to get processed. For my interest : I was not notified via email or mail or even over the phone when I called on XX/XX/XXXX that my interest started accumulating so I asked to speak a supervisor. He submitted a request on my behalf to waive my interest charges as I requested, and he told me my save application I submitted today is in process. I asked him if I was notified by mail about my interest starting, he said no mail or email was sent regarding that. I did tell him what happened on XX/XX/XXXX and that a representative lied about my save application and took my information down and said it is submitted. He said " will go over this in our coaching sessions '' On XX/XX/XXXX, I called again because I did not get any confirmation email for my XXXX XXXX after I submitted it on XX/XX/2023. Had to hold for XXXX hours and XXXX mins. I was told my application will not get processed till XX/XX/2023 and it will take till late XXXX to get it processed. These are the facts and what happened with NELNET over the past XXXX weeks. This company is costing me money for my interest that started, and I was not LEGALLY notified by it before it started via mail. This company is costing me money every day for not processing my XXXX application and my interest is calculated daily. I would like to file a complaint against them and also have my interest waived. I would like to change my loan servicer to another reliable company. Every time I call, I have to hold for over XXXX hours and this is the only way to get a hold of them. I am the only XXXX from my friends that is dealing with these issues because they do not have nelnet.
Company Response:
State: NJ
Zip: 07002
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: First, the company has misclassified my student loans so that I missed out on the interest freeze and the repayment freeze. I am currently trying to contact them as they have miscalculated my income-based repayment ( trying to charge me 50 % of my monthly income on an IBR plan which is only supposed to be between 10 and 15 % ). There is no way to contact them. You can not fix this on their website, and I have called them 5 times, during their business hours, and the automated system continues to hang up claiming that the call center is closed. I started calling at XXXX XXXX XXXX XXXX. THey are supposed to be open until XXXX XXXX XXXX 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: Problem with customer service
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I borrowed money through Nelnet, and they expect me to repay {$3500.00} after I graduate. Last semester, I took a break, but I resumed classes this semester, which started on XX/XX/XXXX, for the fall 2023 semester. Nelnet began sending me bills for my loan. I tried calling them to explain that I haven't graduated yet, so I shouldn't have to start making payments. Unfortunately, no matter how many times I call or how long I wait on hold, I can't reach anyone. I've been trying to resolve this issue by calling them for several days now.
Company Response:
State: CA
Zip: 92584
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A