Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Followed instructions to submit documentation to change my IDR plan. They say they haven't received it. I've been on hold for XXXX hours to fix this and they won't pick up the phone. This is a XXXX loan servicer, and they're incapable of servicing federal loans.
Company Response:
State: WA
Zip: 98026
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: Signed up for Auto-Debit in XX/XX/ on my student loans that were transferred from MyGreatLakes to Nelnet. This was reflected in my account, and showed upcoming payments for all my loans. When the first due date came around, the auto debit did not trigger, and they have levied a late fee on top of the past due amount. Unable to reach customer service due to inordinate wait times and disconnects.
Company Response:
State: TX
Zip: 78664
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: Automatic payments were established in advance and no payment ( {$180.00} ) was taken on the due date ( XXXX ). Now my account shows as past due. Called and spoke with servicer and was informed they don't know why it didn't come out, but that I should make a manual payment. No information was provided as to if a debit would randomly come out causing multiple payments be made or if I will be penalized with a late fee.
Company Response:
State: IL
Zip: 617XX
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: I have not been able to connect with Nelnet who has taken over my federal loans. Ive tried to call 3 times with an over XXXX minute wait time and couldnt get through to anyone during the month of XXXX. Ive filed a complaint and submitted an email in XXXX. Still no response. Nelnet is XXXX of the worst customer service and businesses Ive experienced in a while. They are playing with my excellent credit and payment history by not answering my calls or emails. They have put dues on a loan Ive already paid off and now are trying to tell me XXXX have a late payment for making a payment on the due date. This company should not be approved to handle federal student loans.
Company Response:
State: CO
Zip: 80232
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: Trouble with how payments are being handled
Consumer Complaint: Tried to pay my loan and the servicer, Nelnet, is not allowing me to do so. By not allowing me to pay my loan- Nelnet is allowing my loan to accrue unjust interest.
Company Response:
State: NY
Zip: 109XX
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: Re-enrolled in auto-pay in XXXX, and on the first payment restart ( XXXX ), payment did not process, showing the payment was late on ( XXXX ). Manually paid to rectify, but this defeats the point of auto-pay. Had zero issues with XXXX XXXX as a servicer. Nelnet has been very bad with shifting amount due throughout month, no access to payment schedules, in accurate billing, and telephone wait times of 3+ hours.
Company Response:
State: WI
Zip: 53402
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: I created my Nelnet account on XX/XX/XXXX. I have not received any formal correspondence regarding the amount I am responsible for paying as of XX/XX/XXXX. The website did not provide any total until I signed up for auto debit on XX/XX/XXXX. The current auto debit is set to take out money on XX/XX/XXXX. There is no way to manually change the start date. Attempts to call Nelnet 's call center are met with an automatic response that there is a 30-minute wait time. After submitting SSN, Birthdate, and Zip code, the automated response informed me that the call center was closed. The initial call was made 1.5 hours before the specified closing time. I tried again multiple times.
Company Response:
State: AL
Zip: 35404
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: The fair credit reporting act 15 USC 1681 section 602 a says there is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness impartiality, and I respect for the consumers right to privacy. I have the right to make sure my private information isnt shared which is proven in 15 USC 6801 which states, '' it is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its consumers and to protect the security and confidentialities of those consumers non-public personal information. ( furnisher of information to credit agencies ) is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that in general subject to subjection ( c ), any consumer reporting agency may furnish a consumer report on the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. ( Furnisher of information to credit agencies ) the financial institution and consumer reporting agencies XXXX and XXXX do NOT have my consent to furnish this information and they surely do NOT have my written consent. Any and all consent to XXXX, XXXX, ( furnisher of information to credit agencies ) be verbal, nonverbal, written, implied or otherwise is revoked. 15 USC 6802 ( a ) ( b ) states that a financial institution may not disclose nonpublic personal information to a nonaffiliated third-party unless-the consumer is given an explanation of how the consumer can exercise that nondisclosure option. ( furnisher of information to credit agencies ) hes never informed me of my right to exercise my nondisclosure option. In addition, 15 USC 16 81C ( a ) ( b ) except as authorized under ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes with auntie dates to report by more than seven years. These accounts were an adverse items they are reporting again without my permission which is against the law 15 USC 1681 s2 ( A ) ( 1 ) A states a person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is in accurate. 15 US code 1681e states " every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681C of this title in to limit the furnishings of consumer reports to the purposes listed under section 1681b of this title. Also 12 CFR code 1016.7 says '' A consumer may exercise the right to opt out at any time. " I am opting out of your reporting services. ''
Company Response:
State: TX
Zip: 75149
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 submitted a request to change my federal student loan to the XXXX plan XX/XX/XXXX. Nelnet never responded to my request. Even after the loan application was changed to " accepted '' on XXXX on XX/XX/XXXX, my prior, much higher, monthly payment continued to show on the Nelnet website. I called Nelnet on XX/XX/XXXX and they said I should wait 14 days after the application was submitted through studentaid.gov before checking it's status. I said I had. They said wait another 3 days. Nothing changed on the Nelnet website. I called again on XX/XX/XXXX and they said they had sent an email requesting more information from me and couldn't process the loan application without my tax return, DESPITE me giving access to my tax returns through studentaid.gov. So I submitted my tax returns through the Nelnet website. The representative said wait another 14 days. He said that I should be receiving status update emails every 10 days. I've never received a single status email, despite receiving several other emails. I checked again today XX/XX/XXXX. Still nothing has changed on the Nelnet website. The automated system said that I should have received a response " XXXX business days '' after the information was submitted. I tried speaking to a representative but the phone was cut off because " Our office is closed '' despite it being within the automated system 's stated open hours for the customer service line. It's been XXXX weeks since my original request. I need Nelnet to change my loan repayment program before my repayments begin. I've done everything they've asked. They are unresponsive and unhelpful. I miss Great Lakes.
Company Response:
State: CA
Zip: 91103
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: Trouble with how payments are being handled
Consumer Complaint: I am trying to pay off my loans, but the Nelnet website will not let me, and as a federal loan servicer it is unacceptable. My loans also changed from being in deferment into 2024 to accruing interested and requiring payments this month and I did not receive any communication before this happened. I keep getting the following message when I try to make any payments : " Sorry, there's been a problem. The issue has been logged and reported to our technical team. What you can do first : Refresh your browser and try again. Log out of your account and log back in again. If that doesn't fix your issue : Return to Nelnet.com and try to log in again. We apologize for the inconvenience and thank you for your patience. ''
Company Response:
State: NC
Zip: 28212
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A