Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loans were recently transfered to Nelnet. They are impossible to deal with. I can not reach a human to resolve my issue after hours of trying. I am set up for monthly payments of about XXXX XXXX and have been on that plan for many years. I am enrolled in autodebit for this amount. The Nelnet website now inexplicably indicates that my new monthly payment is more than {$9100.00}. This is approximately my full balance. Nothing changed for them to change my monthly payment. I have tried contacting them via their website ( chat and the " contact us '' form ) and email. All I have received is automated responses that don't address my issue. I am currently on hold trying to reach a human, and have been for over 40 minutes and counting. Unless this is resolved, they seem to plan to deduct over {$9000.00} from my checking account this week. This will be problematic. My options are to either cancel autopay, which will result in a higher interest rate, or pay my bank for a stop payment, which will cost me {$35.00} and likely create problems for my actual, correct payments that I want and need to make. Nelnet has no apparent interest in resolving my issue despite repeated and lengthy attempts to reach them. They need to be held accountable. I would very much appreciate some follow-up with whoever oversees Nelnet to help me resolve this issue.
Company Response:
State: TX
Zip: 77008
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have had problems with the Nelnet platform to allocate my payments in a way I need this to be. While using the options " Special Payment Instructions '', I selected " Apply Excess by Percentages '' and then distribute the percentages to pay in full loans AH, AC, and AD. As soon as I submitted this request the system didn't allow me to move forward due to the following problem : " Sorry, there's been a problem. The has been logged and reported to our technical team. What you can do first : - Refreshed the browser and try again - Log out your account and log back in again. '' I did follow the recommendation twice and couldn't move forward. I decided to go ahead and made a bulk payment and later contacted customer support. I explained the same, I am writing to you on this request. The rep took notes, make the calculations, and documented the way the payment should be allocated. I can see my request has not been considered. I need you to please correct this and ensure that the following loans are paid in full of my last payment : Loans : AC, AH, and AD. These are the loans with the higher percentage rate I want also to bring to your attention another issue I had last year when the payment resume took place. The platform took me the money twice from my bank account. I called to request a correction and unfortunately for me the rep was extremely unpolite letting me talking alone. She decided not to say a think even though she was on the line. At this point, this is clear for me that Nelnet care less about us the loaners. Who can help? Thanks.
Company Response:
State: TX
Zip: 78641
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Requested Covid refund XXXX XXXX. I can not consolidate until refund is received. Its been 5 months!!! WHERE IS IT?? WHEN WILL BALANCE DUE REFLECT REFUND?? How can I contact treasury dept regarding refund? I keep asking these why and NELNET keeps skating around the questions!! I NEED ANSWERS?!? SHERE IS MY MONEY?? Its been 5 months since requesting this refund?? IS THIS A SCAM? I can not consolidate until I receive this refund?!? NELNET IS TAKING ADVANTAGE OF ME ZND THE SITUATION! Where is my refund?????
Company Response:
State: IL
Zip: 60477
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I do not have any current loans with Department of Education/Nelnet . The balance is XXXX. It keeps showing that I owe {$130000.00} on XXXX and XXXX. Disputed with them many times but they have not removed Nelnet from my credit reports. I even called Nelnet using XXXX to verify that I do not have any balance or current student loans with Nelnet. The representative sent me a letter to verify that the balance is XXXX.
Company Response:
State: CA
Zip: 95820
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received three letters from Nelnet stating both of my consolidation loans were to be forgiven ( see attached letters PDFs ) under the new recalculated IDR plan. Upon receiving these letters, my balance was {$0.00} for both loans on the Nelnet website and the Student Aid website. Two weeks later, the loan for $ XXXX was reversed for no reason. I called Nelnet and waited 4 hours to speak to someone. I was told that a manager had submitted an appeal letter on my behalf to investigate why the loan forgiveness was reversed and the balance was set to the original amount. I called three weeks later to follow up and was on hold for 3 hours and 48 minutes. They were not able to explain if there was any decision made or when the loan would be forgiven. I was told that it could take between 2 weeks and 90 days to get a decision and to keep checking the website. Nelnet placed me in an admin forbearance for 24 months so I do not have to make payments, but the interest keeps growing. I am not able to sit on hold every week for 4 hours until they can answer my call. I am not able to speak to a manager or a higher-up person - all conversations must go through the person who answered your call, while you are put back on hold. The following is the timeline i provided to the Obudsman group at StudentAid.gov XXXX XXXX XXXX added a message XX/XX/XXXX XXXX XXXX I contacted Nelnet today and discussed the loan reversal with a manager. She said that I have to wait up to 3 years to have the XXXXXXXX XXXX XXXXXXXX loans removed from the consolidation loan. One those are taken care of, the remaining loans will be reevaluated for IDR forgiveness. I spoke to a contact at your office this evening and he said the loan should have been forgiven since I received a letter stating the entire loan was to be forgiven - not just a portion of it. XXXX XXXX XXXX added a message XX/XX/XXXX XXXXXXXX XXXX Here is a copy of the letter from Nelnet stating that I am applying for the FSA Borrower Defense to Repayment Program - but I never applied for this. The manager at Nelnet was to apply for an appeal to the forgiveness reversal. XXXX XXXX XXXX added a message XX/XX/XXXX XXXXXXXX XXXX Here is a screenshot of my loans from Nelnet. It shows that I am on XXXX XXXX but I have never been in the military, XXXX XXXX XXXX added a message XX/XX/XXXX XXXX AM Both of my consolidated loans were forgiven under the IDR Biden-Harris Administration 's one-time account adjustment. One of the loans was reversed and now I am in the FSA Borrower Defense to Repayment Program. Nelnet told me they were appealing the reversal NOT applying to this program. This debt relief was processed as part of the Biden-Harris Administration 's one-time account adjustment because your student loan ( s ) have been in repayment for at least 20 or 25 years. An adjustment to your account updated the number of payments that qualify for income-driven repayment ( IDR ) forgiveness. This forgiveness is effective as of XX/XX/XXXX. Nelnet did not respond to the Obudsman groud or to me. I am supposed to be in Admin forbearance because the outstanding load is flagged for forgiveness but I am not able to get that applied by Nelnet. Every time I call Nelnet, the wait is 4 hours or more. I ask to speak to a manager each time after repeating this entire story every time I call. Managers give me excuses like they are back logged, receive to many calls a day, and are understaffed - making it sound like it is my problem and not theirs. I have screenshots of the accounts showing a total balance due of XXXX on both Nelnet and the student aid site.
Company Response:
State: PA
Zip: 151XX
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Submitted initial Re-Pay application and requested SAVE program. Initial determination was for XXXX XXXX XXXXXXXX. Called Nelnet on XXXX and was told that my payment should be XXXX XXXXXXXX on the SAVE plan. Was told to re-submit application. Received an email with instructions and pre-filled application. Submitted this second application on XXXX. Received notification that application was received on XXXX. On XXXX I received a communication from Nelnet that an administrative forbearance was applied until XX/XX/2023. On XXXX, I contacted Nelnet to inform them of a change in my financial status as I would be unemployed effective XXXX. On XXXX, I received a letter from Nelnet requesting income verification. I sent a copy of my social security income verification, a copy of my husband 's social security income verification, and a copy of a XXXX XXXX pension that I receive. Finally I received a determination and my monthly payment was reduced to XXXX XXXXXXXX on an income contingent repayment plan, .not the SAVE plan. I called Nelnet on XXXX and spoke with XXXX, who recalculated my monthly payment and stated that I should be on the SAVE plan with a monthly payment of XXXX XXXX. XXXX XXXX, she submitted a request for redetermination and that I should have a re-determination in 2-3 weeks. I did not receive a re-determination. I received an administrative deferment until XX/XX/2023. On XXXX, I called XXXX and spoke with XXXX. XXXX reviewed my records, and again, affirmed that I should be on the SAVE plan with a payment of XXXX XXXX. She re-submitted a request for re-determination on my behalf. I did not receive a re-determination. On XXXX, my payment date was approaching. I called Nelnet yet again on this date. I spoke with XXXX, who reviewed my file and re-calculated my monthly payment and affirmed, yet again, that I should be on the SAVE plan with a payment of XXXX XXXXXXXX. XXXX apparently spoke to another representative and was told it would take 1 month for a re-determination. XXXX processed a deferment for another month making my payment due on XXXX. It is now XXXX, and I have yet to have a redetermination on my account. My payment of {$370.00} is due on XXXX. I can not afford this payment as my only source of income is social security and a small pension. I have been told by representative on multiple occasions that I should be on the SAVE plan with a payment of XXXX XXXXXXXX. I will need to request another deferment as I can not afford this payment. Nelnet is extremely difficult to reach by phone as I have experience hold times in excess of 1 hour. I have been diligently working with Nelnet for > 6 months to get this issue resolved. Yet it remains unresolved.
Company Response:
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-07
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Upon reviewing the Master Promissory Note ( MPN ) related to my student loan account, I observed discrepancies that raise concerns regarding the reporting process. The FCRA mandates that a financial institution, in this case, the loan servicer, must clearly and conspicuously disclose to the consumer, in writing or electronic form, that nonpublic personal information may be disclosed to a third party. The MPN does acknowledge this disclosure concerning the reporting to credit bureaus. However, as stipulated in 15 USC 6802 ( b ) ( 1 ) ( b ), the consumer should be given the opportunity, before the initial disclosure, to direct that such information not be disclosed to a third party. Regrettably, I was not provided with the privilege to exercise this nondisclosure option, nor was there an explanation offered on how I, as the consumer, could opt out, as outlined in 15 USC 6802 ( b ) ( 1 ) ( c ). I have attached a redacted copy of the MPN as evidence of my claim. On page 7 of 10, under section 21 regarding consumer agency reporting, it is evident that the document mentions reporting to credit bureaus while deliberately omitting the fact that I, as the consumer, had the option not to have my information reported, as required by consumer protection laws. Considering these concerns and potential violations of the FCRA and 15 USC 6802, I request that you furnish me with a copy of the document demonstrating where and how I was given the opportunity to opt out of having my information disclosed without my written consent. I anticipate your prompt attention to this matter and a thorough investigation into the inaccuracies and omissions outlined in this letter. I trust that you will take the necessary steps to rectify the reported discrepancies in my credit file.
Company Response:
State: TN
Zip: 37334
Submitted Via: Web
Date Sent: 2024-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the XXXX Repayment Plan on XX/XX/23 via XXXX. Nelnet has failed to process my application. They claim my application is in their queue, but they haven't given me an accurate timeline for when it will be complete. They only send me emails every XXXX days saying they are still processing my application. My account is accruing interest and their delays are causing me financial hardship.
Company Response:
State: IL
Zip: 61820
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX - I began receiving requests for payment from Nelnet for a consolidated loan. The problem is I don't have a record that I signed a consolidation loan. Currently, I have not paid on the " loan '' and Nelnet has not attacked my personal credit negatively. The original promissory note states the loan created XX/XX/XXXX was between XXXXXXXX XXXX XXXX TX and XXXX XXXX XXXX XXXX XXXX. Nelnet indicates we have an agreement for me to pay a consolidation loan related to US Dept. Education. Nelnet has yet to provide the consolidation loan I authorized for repayment. Additionally, any federal student loans have been frozen by the federal government. The loan I originated qualified under federal definition for Income-Driven Repayment Loan Forgiveness. See below : XXXX. The original loan is XXXX years old. XXXX. The original loan was inappropriately upcharged by a 100+ % origination fee to the student loan need.
Company Response:
State: TX
Zip: 77087
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has been an absolute nightmare to deal with in the wake of student loan payments resuming. My loan was transferred from Great Lakes and never had nearly as many issues as I have with Nelnet in this short period of time. It takes an hour to get ahold of anyone and when you do I have had my call dropped multiple times. When I have gotten to speak with someone I have received contradicting information and was assured I was on the XXXX plan and just needed to wait for it to process. I waited 4 months to get told they were missing information from me even though they said they have had everything they need for months. Their representatives do not know any information about the new plans and didnt provide any guidance as to how the government subsidies pays the remainder of interest on your bill. And even more so, the primary reason I am filing this complaint is my interest is STILL accumulating under the XXXX plan and no one has offered guidance when I have tried to ask as to why that is happening. I have contacted my congressional representative and havent had much luck. I need help with getting Nelnet to post accurate numbers and clear guidance. I need them to follow the guidelines of the XXXX plan and waive the remaining interest on my plan.
Company Response:
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A