Date Received: 2023-09-22
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: My student loans were transferred from Great Lakes to nelnet and they dumped my credit score by XXXX points. They did not suppress my credit score. These loans were satisfactory. Nobody will resolve the issue. XXXX points will take me until I am XXXX to resolve. Can not resolve via phone. Nobody answers. Nobody responds to email disputes either. This is not my fault. How am I supposed to buy a car or rent or pay utilities after they dumped my score?
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The first parent plus loan was disbursed XX/XX/XXXX. From XX/XX/XXXXXXXX on, I got monthly bills for {$50.00} up to {$200.00} from Great Lakes Student Loan Servicer. I made regular monthly payments, or several times I paid ahead and made additional payments. I never was told that the loans were in deferment and I always got monthly bills. After I applied for PSLF I found out that the payments from XX/XX/XXXXXXXX until XX/XX/XXXXXXXX won't count for PSLF because of in-school-deferment. I feel deceived, or at-least not correctly informed by the loan servicer by sending me the bills. I feel that at least 46 payments should be counted for PSLF for the months XX/XX/XXXXXXXX until XX/XX/XXXX. Here is the list of payments Great Lakes had sent in XX/XX/XXXXXXXX after my request : Borrower : XXXX XXXX XXXX XXXX XXXX XXXX Account with U.S. Department Of Education ( XXXX ... ... .. ) Payment Date Payment Type Amount Applied to Principal Applied to Interest Applied to Late Charges Unpaid Principal Balance XX/XX/XXXXXXXX DISBURSEMENT {$7100.00} XX/XX/XXXXXXXX PAYMENT {$120.00} {$0.00} {$120.00} {$0.00} {$4700.00} XX/XX/XXXXXXXX DISBURSEMENT {$7100.00} {$11000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$9900.00} XX/XX/XXXX BORROWER REFUND {$200.00} {$9700.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$8.00} {$9700.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$9600.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$9600.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$9600.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$9600.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$9600.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$9600.00} XX/XX/XXXXXXXX DISBURSEMENT {$5000.00} {$14000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$14000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$14000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$14000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$14000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$14000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$14000.00} XX/XX/XXXXXXXX BORROWER REFUND {$180.00} {$14000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$8.00} {$14000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$14000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$14000.00} XX/XX/XXXXXXXX PAYMENT {$420.00} {$2.00} {$420.00} {$0.00} {$14000.00} XX/XX/XXXXXXXX DISBURSEMENT {$5000.00} {$19000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$19000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$19000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$19000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$19000.00} XX/XX/XXXXXXXX BORROWER REFUND {$50.00} {$19000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$19000.00} XX/XX/XXXX BORROWER REFUND {$50.00} {$19000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$2.00} {$19000.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$19000.00} XX/XX/XXXXXXXX PAYMENT {$50.00} {$0.00} {$50.00} {$0.00} {$19000.00} XX/XX/XXXXXXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$19000.00} XX/XX/XXXXXXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$19000.00} XX/XX/XXXXXXXX DISBURSEMENT {$5000.00} {$24000.00} XX/XX/XXXXXXXX BORROWER REFUND {$100.00} {$23000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$4.00} {$23000.00} XX/XX/XXXXXXXX BORROWER REFUND {$1000.00} {$22000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$45.00} {$22000.00} XX/XX/XXXXXXXX BORROWER REFUND {$100.00} {$22000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$4.00} {$22000.00} XX/XX/XXXXXXXX BORROWER REFUND {$100.00} {$22000.00} XX/XX/XXXXXXXX RETURN AS DISBURSE REFUND {$4.00} {$22000.00} XX/XX/XXXX BORROWER REFUND {$100.00} {$22000.00} XX/XX/XXXX RETURN AS DISBURSE REFUND {$4.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$100.00} {$0.00} {$100.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$2000.00} {$360.00} {$1600.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$200.00} {$110.00} {$82.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$200.00} {$69.00} {$130.00} {$0.00} {$22000.00} XX/XX/XXXX PAYMENT {$200.00} {$66.00} {$130.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$70.00} {$120.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$67.00} {$130.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$67.00} {$130.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$76.00} {$120.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$68.00} {$130.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$73.00} {$120.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$200.00} {$69.00} {$130.00} {$0.00} {$21000.00} XX/XX/XXXX PAYMENT {$2000.00} {$1900.00} {$16.00} {$0.00} {$19000.00} XX/XX/XXXX PAYMENT {$200.00} {$100.00} {$99.00} {$0.00} {$19000.00} XX/XX/XXXX PAYMENT {$200.00} {$84.00} {$110.00} {$0.00} {$19000.00} XX/XX/XXXX PAYMENT {$200.00} {$84.00} {$110.00} {$0.00} {$19000.00} XX/XX/XXXX PAYMENT {$1000.00} {$950.00} {$40.00} {$0.00} {$18000.00} XX/XX/XXXX PAYMENT {$200.00} {$130.00} {$66.00} {$0.00} {$18000.00} XX/XX/XXXX PAYMENT {$250.00} {$140.00} {$100.00} {$0.00} {$17000.00} XX/XX/XXXX CAPITALIZED INTEREST {$24.00} {$18000.00}
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Nelnet is reporting a loan as delinquent ( seriously delinquent of more than 120 days ) from the pandemic pause period. As a XXXX XXXX with federal student loans, I followed studentaid.gov and watched that there was no action needed to pause loan payments. I have previously disputed the errors XXXX, XX/XX/XXXX and XXXX, XX/XX/XXXX along with a few other dates, they updated some months as current but not all. I called Nelnet and was on hold for over 2.5 hours. When I got an agent they told me that loan was brand new to them in XXXX. Then said o wait no its not. Then said yes it was covered then no it wasn't. They told me they would get me to the department I needed to further discuss this issue. Then she came back on the phone and told me she talked to them and the report would stand. I said no I would like to speak to them. They were already told potentially erroneous information by the Nelnet agent. Frankly I am not wanting Nelnet to even service my loans, I don't feel I can trust them. I want the 4 late payments on my credit report removed, as a XXXX XXXX in the global pandemic, I am not sure how working 80 hours per week, and catching XXXX and being down and out form XXXX to XXXX and then returning to work is an offense to have 4 late payment notifications when we weren't supposed to owe during the pandemic.
Company Response:
State: OH
Zip: 458XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans were consolidated XX/XX/23 however XXXX continues to report the consolidation and the individual loans making my credit report reflect I have a debt over XXXX This is not true. My school debt is XXXX I disputed this and got no response When I called I was told they confirmed with the department of education the information wasnt updated This is not true because I have a letter from the department of education stating the consolidation is complete, also the other two credit agencies have updated my accounts, therefore XXXX is lying and they are reporting the wrong information creating issues for me when Im applying for credit
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the new SAVE plan XX/XX/XXXX. They said they would email updates that I never received. I called and spoke to a person on the phone and they said the application was in process, that the department of education told them to pause some applications due to an error. After calling, the notification on the site said my application was submitted XX/XX/XXXX instead of the original date with no timeframe for when it would be completed. I still have not received a single email update on the status of my application.
Company Response:
State: VA
Zip: 23223
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: NOTICE TO PRINCIPAL IS NOTICE TO AGENT NOTICE TO AGENT IS NOTICE TO PRINCIPAL To Whom It May Concern : I recently received a copy of my consumer report, and I noticed some late payments posted on my consumer report : NELNET Your company is in clear violation of the law. Pursuant 15 USC 1681a 2 ( A ) ( i ) EXCLUSIONS- Except as provided in paragraph ( 3 ), the term consumer report does not include ( A ) subject to section 1681s3 of this title, any ( i ) report containing information solely as to transactions or experiences between the consumer and the person making the report ; THE LAW CLEARLY STATES : Transactions between the consumer ( ME ) and the person ( YOU ) ( Put the Creditor Name here ) Making the report is not INCLUDED on my Consumer report! A Late payment is a transactional history, My HISTORY with your company. CONGRESS clearly states that the reporting of Transactions or experiences between the CONSUMER and the PERSON making the report is not included on the consumer reports! YOU HAVE VIOLATED THE FCRA 15USC 1681a 2Ai by reporting this transaction or experience on my consumer which CONGRESS clearly states IS NOT included on my CONSUMER REPORTS. You have 10 calendar days to update my Payment history and or delete all late payments from the below account/s [ List Accounts with late payment here ] Failure to respond satisfactorily with deletion of the above Late Payments, will result in legal actions being taken against your company, for which I will also be seeking {$1000.00} per violation for : Defamation of Character Negligent Non Compliance Civil Liability Mental Anguish Fair Credit Reporting Act 15USC 1681 violations for willful noncompliance - 616. Civil liability for willful noncompliance [ 15 U.S.C. 1681n ]
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received a XXXX XXXX XXXX giftcard, and redeemed the giftcard through the XXXX XXXX XXXX website. I had already created an account and linked my Nelnet student loan. XXXX XXXX XXXX confirmed that the payment had been sent to Nelnet on XX/XX/12, however no payment has been made to my loan.
Company Response:
State: TX
Zip: 75023
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: First problem- on XX/XX/23, made initial payment of {$750.00} to eliminate all interest accrued at that point in time so that the next payment I would be making a few minutes later would go entirely to principal. That payment does not appear in my payment history, but I do have the payment confirmation number saved in my email. Second problem- when I called to point out the first problem ( I spoke to XXXX on XX/XX/23, call began around XXXX XXXX and ended around XXXX XXXX ), it was over a two hour wait to get someone on the phone. The person I spoke to was dismissive because even though the payment wasn't visible to me in my history, " it showed on [ Nelnet 's ] side. '' Then it was a 10 minute process of getting the representative to understand that none of my second payment should have gone to interest since that was the entire purpose of the first payment ( that I couldn't see ). Then she put us both on hold for another 30+ minutes so she could get a supervisor to look at my account. Right before they closed, the original representative said that the supervisor understood the problem immediately and would get it resolved, but I never spoke to the supervisor myself. Third problem- I have been making excess payments to limit how much interest I accrue. I have set up percentage designations of how much of my excess payments should go towards each individual loan. Out of eight loans, four are given 0 % of excess payments, two are given 30 % apiece, and two are given 20 % apiece. Or that's how it is supposed to be- the two that are supposed to receive 20 % of anything in excess show that none of my excess payments have been attributed to their principals since the second payment that I made on XX/XX/23. Fourth problem- every time I have tried to call about the excess payment issue ( during their very limited business hours- their lines are open 57 hours per week, of which I am working during XXXX of those hours ), there has been an issue with the call where I can't make it through their menu to even get into the call queue before the system hangs up on me.
Company Response:
State: TX
Zip: 76705
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Starting XX/XX/XXXX I called to see how much my loans would be. I was referred to student aid dot com for my repayment status. I attempted to find out how much my loans would be by using the calculator stimulator. I received the correct info to repay. Then I had to apply to repay. I found out I'm already in a payment plan. The amount I'm being asked to pay is high. I don't have $ XXXX to pay for my loans. I tried to call to speak to a representative. The only info on the phone is directing us back to the website. I need to speak to someone so I can be on track instead of falling behind before XXXX. I can't log in. When I try I'm being taken through authentication ao i process. I have to wait all day to receive a email just to login. It seems as though we as the borrower are being taken through the wringer just to pay these loans back. I need help. I can't afford to fall behind. I provided a picture of me waiting and no password recovery. Nothing came to my email.
Company Response:
State: LA
Zip: 71111
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-21
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is regarding CFPB Complaint number XXXX. This issue remains unresolved. After I received Nelnets response stating that they need my pay frequency in order to process my SAVE application, I was left with two options 1 ) call them to provide that info, 2 ) email them to provide that info. I immediately emailed them and received an automated response basically saying that they wouldnt get back to me because theyre getting too many emails. Then I was on hold for over two hours until I reached someone. I told that agent that I am paid monthly and asked how long it would take for my SAVE application to process and she said 10-15 days. The agents name was XXXX and her code was XXXX. This is the third time over the course of 3+ weeks that Ive been told my application will process in 10-15 days. This is unacceptable and its absolutely unacceptable to wait over 2 hours to speak to someone on the phone. If I hadnt filed a CFPB complaint, I would have never known what was wrong with my application, because Nelnet never sent me a notice about it. XXXX logged a complaint about the insufficient notice during our call yesterday.
Company Response:
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A