Date Received: 2023-10-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX XXXX I saw that my student loan auto-payment hadn't been drawn from my account. I logged onto NELNET and saw that my account was listed as past due, and that an auto-debit payment was scheduled for XXXX. I immediately called NELNET to discuss the issue and was informed that this was a " known issue because payments were due on a XXXX XXXX so they could not withdraw the funds, '' however all of my other auto-debits ( rent, credit cards, subscription services, etc ) processed as normal. The rep told me that because payments couldn't be processed on a XXXX, they would be " processed the next business day, ''. When I clarified that today ( XXXX ) was the next business day, I was informed that the payments were being processed tomorrow ( XXXX ), but going forward it would be on the next business day. When I asked if there were any negative consequences of my account being listed as past due I was assured there would not be any, however interest is still accruing on these accounts and I am marked as having missed my payment at this time. It's outrageous that Nelnet is still completely unprepared to process payments and is marking borrowers as " past due '' when they are the ones at fault for not processing payments.
Company Response:
State: PA
Zip: 19130
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have spent many hours and missed many hours or work trying to get ahold of someone via website, email, and phone. Today alone I spent XXXX hour and XXXX minutes on hold trying to speak with someone. When I send an email with my question, I get an automated reply within XXXX minutes stating they can't answer my question and to check the FAQ page, or call. I have read the FAQ page multiple times to no avail. I have tried calling multiple times and waited many hours on hold or been told they are not open during hours stated as open by their website. I applied for the XXXX loan prior to my billing cycle date and completed their requested document submission on XX/XX/23 as confirmed by their email. XXXX XXXX ( https : //studentaid.gov/announcements-events/save-plan ) they will hold all bills and automatically place loan in deferment until a decision has been made or amount has been adjusted. Their request for the old amount and demand that it be paid in XXXX is contrary to this as is their email which states, " You don't need to do anything else at this time, other than making any payments per your latest statement. You will receive additional communication from us regarding your request within XXXX to 20 days. '' This is contrary to the above stated information. I did not receive any information apart from submission of the application. If this was an oversight, or I misunderstood the policy or wording, I would not complain. It is their inability and/or unwillingness to respond. The upcoming due date and the adjustment would lead to a {$2000.00} dollar decrease from the current bill after approval for XXXX. I have attempted several times over the past 2 weeks to obtain an answer. I also can not ignore my growing concern that it may be months before a decision is reached or communicated. This would mean I would be forced to overpay by {$2000.00} per month without any recourse aside from seeking out legal help. As an addendum, the email that states the above will not download to my computer. I would be happy to forward it if requested. The emails that are sent to Nelnet are conveniently not saved on their website. I copied it before submitting and will copy below. I am officially complaining via this email first before reporting Nelnet to government agency. I have tried several times to contact Nelnet by phone. I have spent over an hour today alone on hold trying to talk to someone. The last email I sent to ask a question was replied with an automatic email that stated that I will not get an answer to my question via email and to call. I do not have more than XXXX hour a day to stay on hold while I work to pay taxes and student loans. Your FAQ did not help. Your information is contrary to what XXXX states about XXXX loan as it state you are supposed to put loan in forbearance automatically until a decision has been made or adjusted bill is provided. This has not happened and the difference in the monthly bill is likely {$2000.00} for me. Your own email stated that my application was received on XXXX and that I would get an update within 15-20 days. I have not received an email as of today which is 21 days later. On your phone message it states that we will receive updates every 3 days. I have determined that despite dozens of hours of my time over the past 2 weeks and using all venues, there is no way to get an answer regarding the discrepancies listed above, or even speak to a person.
Company Response:
State: TX
Zip: 79424
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO PRINCIPAL To Nelnet, I have asked because it is so important Nelnet. I am asking again like the the other 8 times since XX/XX/XXXX. PLEASE DELETE THE PAYMENT DEFERRED STATUS AND CLOSE OUT AND UPDATE TO PAID FOR XXXX. IT WAS DONE ALREADY FOR XXXX AND XXXX. XXXX XXXX Needs help please XXXX / Sent XXXX XXXX XXXX To : Nelnet, Nelnet Sun XXXX XX/XX/XXXX at XXXX XXXX Hello, XX/XX/XXXX I have spoken with multiple members of your team at Nelnet, and Nelnet XXXX XXXX XXXX XXXX since XXXX, XXXX when I was approved. It has been shockingly obvious that no one has worked or shown interest in deleting the {$10000.00} form my credit debt active balance. This is the remaining portion that is showing on all of my credit reports as still active, and " not updated since XX/XX/XXXX. '' This has been a source of problems for me and causes me to have a deficiency in my credit report because someone at Nelnet does not take care of it. I have called and spoke with 9 different agents including managers and seasoned staff at XXXX XXXX XXXX and this group of loans are showing no updates/removal/deletion since XXXX XXXX EVEN THOUGH I WAS PROMISED YOU ALL WOULD HAVE IT REMOVED FORM MY CREDIT REPORT NO LATER THAN XXXX, XXXX. Good credit can not happen with this {$10000.00} still actively reporting as debt! Its essential that as a person with XXXX I have good credit to have transportation, and a place to live. Please reach out to me with information. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXX Last four of Soc # XXXX
Company Response:
State: MI
Zip: 48329
Submitted Via: Web
Date Sent: 2023-10-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet is refusing to work with the Dept of Education on my full dismissal and refund of all payments made due to the Sweet v Cardona case. DOE assures me the approval is in and they are working on it, but the XXXX out and refund has to come from Nelnet, who just received my loan in XX/XX/2023. I have called Nelnet five times to discuss this, and they refuse to allow me to speak to a manager. They also refuse to communicate with the DOE. They refuse to follow up on missing documentation with DOE and they refuse to accept the documentation of my approval of full dismissal and refund ( ie, email from DOE confirming ) directly from me. DOE won't help because they say the servicer is responsible. Meanwhile, I'm getting notices of payment due on a loan that is supposed to be automatically placed in forbearance.
Company Response:
State: HI
Zip: 96815
Submitted Via: Web
Date Sent: 2023-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan servicer was recently changed from Great Lakes to Nelnet. I made an account to monitor/interact with Nelnet and found that their website states my first loan repayment is {$3000.00} per month starting XX/XX/XXXX. This did not match what my estimated monthly payment on PAYE ( which is my repayment plan for all my loans ). I called and spoke with a representative from Nelnet on XX/XX/XXXX who stated that I needed to apply for an IDR -- which I pointed out that ALL my loans on on PAYE. After multiple holds, he could give me no information as to why the monthly payment amount or the starting date stating " your loan repayments aren't even starting till next year, so I wouldn't worry ''. This response was unacceptable & I'm highly concerned about the competency of Nelnet to handle loan servicing. I am expecting repayments to start XX/XX/XXXX with income-driven repayment guided amounts via PAYE -- despite bringing this to Nelnet 's attention they have failed to resolve this issue, prompting my complaint.
Company Response:
State: CA
Zip: 90039
Submitted Via: Web
Date Sent: 2023-09-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet has the wrong " loan origination '' date on my loans. My " loans origination date '' is only from XXXX. Nelnet states my " loan origination date '' is XXXX " Loan origination date '' is defined by the US department of education s " the date the funds were distributed from the Federal government to the school directly or the student ''. The loans originated XXXX. NOT XXXX Please correct the misinformation.
Company Response:
State: MI
Zip: 49017
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I contacted Nelnet to request an Administrative Forbearance for Joint Spousal Consolidation Loan ( JSCL ) borrowers and was told that I was granted an administrative forbearance for one year and that my next payment due date would be in XXXX XXXX I was read the prompt for receiving the administrative forbearance and I agreed to the terms. The administrative forbearance was also reviewed and approved by the Nelnet phone representative 's supervisor. It is now two weeks later and the forbearance is not applied to my loans. I was not informed that there would be a delay in issuance of the forbearance. I and my ex-wife, who is also responsible for these loans, have called nelnet daily for four days. I have spent 3-4 hours per day on hold with Nelnet without an answer. We have not received any correspondence confirming or rejecting administrative forbearance. I previously requested administrative forbearance several months prior and after it being granted initially it was retracted and I was told that Nelnet had not yet received guidance from the department of education to issue administrative forbearances, despite the fact that this is described on the department of education website and other loan servicers have issued administrative forbearances to JSCL borrowers. However, Nelnet has now begun issuing administrative forbearances to to JSCL borrowers with FFEL loans. I know of several borrowers with the same type of loans that have received administrative forbearance. I am requesting that my administrative forbearance take place immediately and I request all communication, notes and documents regarding my loans over the past year. My ex spouse and I also re-certified our IDR, but this process took several months and was delayed by Nelnet 's delayed response times, poor communication and instructions, and elimination of my access to my Nelnet account as well as refusal to include me on communications. Currently, all communication goes to my ex spouse who does not readily communicate with me.
Company Response:
State: OR
Zip: 97212
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Nelnet recently sent me a billing statement in mistake. XXXX XXXX fraudulent consolidation loan is currently being service by the U.S. Department of Education XXXX XXXX XXXX XXXX ).. I am currently waiting on results from the U.S. Department of Education XXXX XXXX identity theft package I sent the XXXX I also told the U.S Department of Education XXXX XXXX I am not going to pay the consolidation loan. Once a student loan goes to the U.S.Department of Education XXXX the loan can not be transfered to another servicer unless it is consolidated or rehabilitation, I chosed neither. Nelnet to consult with the U.S. Department of Education XXXX XXXX. Nelnet is not the servicer of XXXX XXXX fraudulent consolidation loan the U.S.Department of Education XXXX XXXX is and Nelnet has no standing in this issue because I am not going to pay. If Nelnet does not answer this complaint with government CFPB I will consider this issue is solved with XXXX
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I tried to change my payment plan to standard repayment via the nelnet website. There isn't actually a way to do it. So I reached out via their contact form and provided all the needed information. They said they would reply in 5-7 business days, but that was over 1 month ago. So instead I tried calling- the automated call options could not find my account and would sit me on hold over and over again for 30 minutes to hours and then disconnect. I have no way of contacting the servicer to change my plan to a standard repayment. It's a very simple request and I don't understand how it's impossible to manage my loan in any way with this servicer.
Company Response:
State: OH
Zip: 44070
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Company applied wrong XXXX plan. Reapplied through dept of Ed for XXXX plan. On XX/XX/XXXX, company said they would respond by email in 10 days. No response. Have filled out XXXX email forms no response. They keep charging interest. Wait time every day over an hour for phone service.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A