Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've tried for 5 months to get in contact about resetting my nelnet account waited hours on hold and sent dozens of emails. The website says they can't find my account even though I have emails stating the confirmation of account creation. Loans are due to start repayment this month and I have received no information or help and risk not being able to pay my loans because I can't access the account with my repayment information. I have tried resetting passwords, usernames, called 5 times, emailed dozens. No one will talk to me or help me.
Company Response:
State: MN
Zip: 55987
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: First, I do not regcognize the total amount due of the loan. Can you please provide the original amount of the loan. The math and amortization dosent add up.
Company Response:
State: PR
Zip: 009XX
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My fedaral loan servicer is nelnet. I have paid {$1500.00} on XXXX XXXX. The payment should have been posted on XXXX XXXX. Today is XXXX XXXX and it still have not been posted and shows payment is processing. In the meantime I am getting interest accurated on the previous amount. This is violation of their payment processing policy. Not only me, a lot of other people are being cheated out of giving more interest. Please check out how they are making borrower 's pay more money.
Company Response:
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans were forgiven under the XXXX plans on XX/XX/XXXX. The balance was reduced to XXXX and status was paid in full. This showed on their website and on a Mortgage Verification letter. I waited the normal cadence for XXXX, which according to the historical reporting was the final day of the month. No updates were made. I disputed with all XXXX major bureaus and even after an investigation by NelNet, they still claim my balance is over $ XXXX and not closed as paid in full, in spite of I formation o t heir website and on the mortgage verification letter for potential lenders.
Company Response:
State: FL
Zip: 33604
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the new SAVE repayment plan which required I also apply for a loan consolidation - I completed the 2-part application on studentaid.gov on XX/XX/23, choosing Nelnet as my servicer. Two weeks ago, I received an email from Nelnet that my consolidation loan had been originated, so I logged in and saw that I had been placed in a more expensive Standard Repayment plan, where my monthly amount due is double the amount I was expecting ( based on the official payment calculator provided on studentaid.gov ). I have tried calling Nelnet 5 times over the last two weeks and have spent over 6 hours on hold, without ever speaking with a representative. Once, the call dropped after 1 hour and 50 minutes on hold, and their website went down as well. I have also emailed my concerns about my repayment issues to Nelnet but have not yet received a response beyond the generic " we received your message '' email. With payments due so soon, I am extremely anxious and concerned about the mismanagement of customer service and repayment issues, and the lack of clear and accessible information.
Company Response:
State: MI
Zip: 49001
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I submitted a payment for all eight ( 8 ) loan groups as part of my account totaling XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX All of the payments have been processed except for loan group AD. This payment is shown on the confirmation email that I received from Nelnet on XX/XX/2023. This amount was deducted from my bank account on XX/XX/2023, but has not been deducted from my student loans which are continuing to accrue interest daily on an incorrect amount. This is the second month in a row Nelnet has made this same mistake. It is impossible to contact the company without spending 2+ hours on the phone on hold. I expect immediate resolution from Nelnet, as well as a guarantee that this will not continue to happen on a monthly basis for the duration of my account.
Company Response:
State: DC
Zip: 20001
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Attempts to collect debt not owed
Subissue: Debt was already discharged in bankruptcy and is no longer owed
Consumer Complaint: Back in XXXX and XXXX I requested aid for federal funding and since then I have been making so many payments through so many Loan Forgiveness programs and none of those payments moved the needle not even an inch not to mention the payment that appears to be owed has quadrupled in interest. There's no way i'll ever be able to buy a house if this fraudulent debt continues to stain my report.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My federal student loan servicer is Nelnet. I have had the absolute worst experience with this company. I have called 3 times and have received misinformation from the call center representatives on all occasions. I applied for SAVE on XX/XX/XXXX. I received an email confirmation from FSA that my application was processed. Even when I login to my FSA account, it shows that the loan servicer has reviewed and processed my application on XX/XX/XXXXXXXX and it's now considered 'Closed. ' However, when I log in to my Nelnet account it showed my repayment plan was still 'Income Based ' which was the initial plan I applied for on XX/XX/XXXX. So even though they processed my SAVE application, their system did not update the status. Due to this error, I have since accrued capitalized interest on my loans since XX/XX/XXXX. I called Nelnet on XX/XX/XXXXXXXX and was told by the rep that only my IBR application processed and that the SAVE application is still processing ( even though it had been over a month since I applied ). The rep stated since I applied on XX/XX/XXXX, that Nelnet would backdate the interest and therefore, all the interest that had accrued since XX/XX/XXXXXXXX would be removed. She assured me of this! I did not feel confident in her response, so I called again on XX/XX/XXXX and spoke to XXXX. She stated she sees my SAVE application still in processing but wanted to make sure, so she placed me on a lengthy hold to speak to a supervisor to confirm. She then returned and stated that my SAVE application will be processed any day now and that nothing additional from me is needed. I gave it another week and still nothing processed. So, I called again on XX/XX/XXXXXXXX and immediately requested a supervisor. I spoke to XXXX, who stated he's a supervisor. He reviewed my application and stated they needed my most recent paystub and that was the reason for the delay. NO ONE else told me this. The prior two reps I spoke to said nothing was needed and that it would process, and all interest will be backdated and now I'm being told by a supervisor that they need my paystub. I immediately uploaded my most recent paystub to their online portal. XXXX stated it should process by Wednesday of next week since my application has been pending since XXXX and they process in order received and my application is considered older. It's been 10 days since that phone and still NOTHING has processed. I am absolutely furious at the customer service I have received. Clearly, no one at Nelnet has any knowledge and just gives their customers misinformation. As of XX/XX/XXXX, my loans have accrued {$300.00} in interest since interest restarted on XX/XX/XXXX.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XX/XX/XXXXXXXX I submitted a payment for {$1500.00} to Nelnet for my XXXX payment of {$9100.00} -On XX/XX/XXXX, {$1500.00} was taken out of my bank account and routed to " XXXX XXXX DEPT EDUCATION XXXX ''. -On XX/XX/XXXX I received an email from Nelnet that explained " your payment will not show as a regular payment in your Nelnet.com account. Because you made the payment within 120 days of the disbursement date ( when the loan money was sent to your school ), we will backdate your payment and apply it to your account effective on the date your loan was disbursed. '' -I immediately logged onto Nelnet.com to see this reflected correctly. -Later on XX/XX/XXXX, I logged onto Nelnet.com to instead see the {$1500.00} balance added back to my loan. This was with no notification or mention of any kind. My account has been accruing interest on the incorrect balance since. -On XX/XX/XXXX I called Nelnet , spoke to an associate ( no name given ) who stated Nelnet never received my payment and the bank didnt give them the money. -Upon request, I then spoke to a supervisor named XXXX ( no last name provided upon request ). XXXX stated there have been errors with larger payments not being applied correctly. He assured me this will be corrected within 4-6 days. He stated perhaps closer to 6 days due to recent call influx. He also stated the interest being accumulated daily would be retroactively corrected. He was unable to provide me with any written information or otherwise as of what had happened to my {$1500.00}. -As of today, XX/XX/XXXX, Nelnet has not given me any indication as of what has happened to my money. I have been unable to follow-up again directly due to long hold times. This includes being on hold for 2+ hrs until closing on multiple days. I have screenshots, bank statements, and can provide additional information upon request.
Company Response:
State: MA
Zip: 01453
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet is my student loan servicer. I have attempted several times to resolve inaccurate / incorrect information being reported. Nelnet has been charging interest on my student loans during COVID ( XXXX ). After speaking with the Department of Education today, I was informed by the representative that this is in fact true. I believe that I was supposed to be at XXXX percent ( 0 % ) during COVID, and I understand that this has ended XX/XX/XXXX. Additionally, I am a participant in the Sweet v. Cardona settlement. My Borrower Defense Application # : XXXX has been approved ( see attached email ). I understand that at the time of the Borrower Defense process, that interest would continue to accrue ; however, COVID happened, and the interest should have stopped accruing on my loans during this time ( XXXX XXXX ). This is not the case. My balances on my loans continued to increase monthly ( see attached consumer reports ). I believe that Nelnet has engaged in " Unfair or Deceptive Acts or Practices '' charging me interest on my loans when Nelnet was not suppose to do so during the time of COVID, causing the balance to increase AND causing my credit utilization to increase astronomically, thus negatively affecting my credit. Additionally, I have filed a Feedback complaint ( case # XXXX ) with the Department of Education on XX/XX/XXXX, in addition to this complaint with the CFPB today.
Company Response:
State: NV
Zip: 89052
Submitted Via: Web
Date Sent: 2023-09-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A