Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Loans transferred to Nelnet from Great Lakes. Took me out of my PAYE to default standard payment. Did not effectively sign me up for SAVE. XXXX IDR request received at NelNet from Student Loans.gov XXXX Additional Paystub was requested and submitted even though they have my tax returns from Student XXXX XXXX Told from Nelnet still in processing XXXX Shown that I'm in standard repayment despite all this. XXXX Sat on hold for XXXX hrs+ customer sales rep finally answers pretends to not hear me on phone and hangs up. XXXX Called back still on hold it is going on XXXX hrs+ again.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023, I submitted my Income Driven Repayment plan application through studentaid.gov and that same day received a confirmation email from the US Dept. of Education, saying that I could expect to hear from my servicer within four weeks ( though it could take longer if the servicer needs more information from me ). On XX/XX/2023, I received an email from my servicer Nelnet, saying that they had received my IDR application, and asking me to make any payments due under my current payment plan until the completion of their review. On XX/XX/2023, I received an email from Nelnet, saying that my application is in process, and that if they haven't finished processing my application within 10 days, they will keep me informed with a follow up email. On XX/XX/2023, I responded to Nelnet 's XX/XX/XXXX email, noting that more than 10 days had elapsed since their email promising to keep me informed, but that I had received no follow up. I have still not received any response to that email. Today, XX/XX/2023, I received an email from Nelnet simply telling me that my student loan billing statement is now available. That statement shows that I'm still not on any IDR, that my stated monthly payment is over {$2000.00}, and Nelnet indicates that my next payment is due XX/XX/2023. It has been well over 4 weeks since I submitted my application. I have provided all of the necessary income information. Nelnet 's failure to process my application is unacceptable. I can not afford the full payment is coming due in the very near future. I need my loan servicer to get their act together and respond to my application in a reasonable time frame, and in any event, in advance of the next payment due date, especially considering that I submitted my application XXXX days before that due date. Thank you.
Company Response:
State: CA
Zip: 94102
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My payments have now been transferred, but they are not correctly applied. I emailed Nelnet because of the incorrect payment and their email response is that they can't get to all emails and to call. I'm trying to avoid the XXXX hour wait time yet again to talk to someone. My payments are not correctly applied, therefore I'll be accruing interest incorrectly.
Company Response:
State: IN
Zip: 46060
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called Nelnet about a month and a half ago after I had submitted my consolidation application along with the IBR application to move one remaining loan to the SAVE plan. I was told it was pending and everything was fine. I am now calling today XX/XX/20 regarding status as its been another month since that call and they just keep telling me its pending. I am going to lose out on benefits under the SAVE plan like credit for payments, interest accrual waived, etc. I also am going to be expecting to pay on this loan despite all my other loans being in SAVE. I have been patient and its taking way too long.
Company Response:
State: WA
Zip: 99208
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Submitted application showing unemployed XX/XX/23. Was told Id receive follow up emails every 10 days. That was a lie. Never received anything. Called again on XX/XX/23 and spoke to XXXX ( ID XXXX ) at XXXX XXXX AFTER HOLDING FOR TWO HOURS. Was told I submitted XXXX app too early and it would be processed in XXXX days. Seems random and like she was just trying to get me off the phone. Nothing ever came of it. Application still in review. Was also promised callback and email. Also lies.
Company Response:
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NELNET IS THREATENING ME AS A XXXX PERSON AND VETERAN WITH THEIR XXXX XXXX RESPONSE TO MY COMPLAINTS REGARDING THEIR REFUSAL TO CONTACT THE US DEPARTMENT OF EDUCATION AND REMOVE THE LATES FROM XXXX WHEN I WAS UNHOUSED WITH NO MONEY ASSETS OR TELEPHONE TO CONTACT THEM!! I HAVE REPORTED NELNET TO US SENATORS XXXX AND XXXX OF FLORIDA, THEY HAVE OPENED AN INQUIRY, AND THE FLORIDA ATTORNEY GENERAL AND THE ATTORNEY GENERAL OF THE STATE THAT YOU ARE INCORPORATED IN!! I HAVE FILED A COMPLAINT WITH THE DEPT OF EDUCATION INSPECTOR GENERAL AGAINST NELNET AS WELL TO HAVE THESE INACCURATE LATES REMOVED!! NELNET YOU ARE SO DIRTY AN EVIL AND REFUSE TO HELP A XXXX VETERAN NOT BECOME HOMELESS! I AM NOT OPENING A DISPUTE WITH THE CREDIT BUREAUS!! YOU WILL REMOVE THE LATES FROM MY CREDIT REPORT AND CONTACT THE DEPARTMENT OF EDUCATION IN THIS MATTER! US SENATORS XXXX AND XXXX OF FLORIDA ARE INVESTIGATING YOUR COMPANY AND ITS RESPONSE IN AN INQUIRY TO THE US SECRETARY OF EDUCATION.
Company Response:
State: FL
Zip: 336XX
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I am a government employee eligible for XXXX XXXX XXXX XXXX ( XXXX ). After my XXXX application was processed last year, my loans were transferred from Nelnet to XXXX. I noticed that my XXXX XXXX XXXX dipped recently, and upon investigating I found that both XXXX and Nelnet were reporting the same student loans. This, essentially, doubled the student loan balance that appears on my XXXX credit report and negatively impacted my score. I noted that, on XXXX and XXXX, the loans appear correctly ( solely under XXXX ). On XX/XX/2023 I opened a dispute with XXXX asking that the Nelnet accounts be removed, as my loans were being double reported. On XX/XX/2023, XXXX closed the dispute without removing the superfluous Nelnet accounts. I am turning to CFPB for relief, as in this high interest rate environment, having an artificially deflated credit score is a major hardship.
Company Response:
State: FL
Zip: 33010
Submitted Via: Web
Date Sent: 2023-09-20
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: My issue arises with poor handling of my loan payments by Nelnet and the poor to non-existent customer service presence. I have been trying to get in contact with someone, anyone in this company ( Nelnet ) for the past two weeks. I have sent multiple emails with zero response, as well as staying on hold for 3+ hours multiple days in a row, never being able to actually speak to an agent. I am at a loss for what I am to do now and I am in desperate need of assistance. I have been trying tirelessly to pay off my entire Nelnet account balance but have been stuck in an endless cycle that prevents me from actually doing so. I have sent multiple payments that were, at the time I sent them, enough to pay off my entire account balance. The problem is that Nelnet charges interest daily and then takes multiple days to actually process my payments! So by the time my payment is processed, which is multiple days later, there has been new interest added to my balance and I am therefore stuck in a never ending cycle of never actually being able to pay my balance off. Nelnet claims that payments submitted by XXXX eastern time get posted to my account same day, but that has not been my experience at all! Any time I submit a payment before XXXX eastern time, it has not posted until multiple days later. I am absolutely fed up with the lack of accountability and professionalism that this company has shown and I want nothing more to just pay off my current balance and be done with Nelnet. This company is robbing me of my money due to the lack of accuracy and competence in the systems it has in place. I have submitted three payments so far as detailed below : XX/XX/2023 : payment of {$3000.00} submitted XX/XX/2023 : payment of {$220000.00} submitted XX/XX/2023 : payment of {$34.00} submitted before XXXX and still has not posted as of XXXX XXXX Nelnet XXXX XXXX posted before XXXX get posted same day and payments after XXXX get posted the next business day. None of my payments have followed that schedule and took multiple days to post, with my balance accruing interest daily. As of Wednesday XX/XX/2023, my current account balance is {$34.00} and I had submitted a payment of {$34.00} on XX/XX/2023 XXXX XXXX which should, according to Nelnet XXXX post same day and clear my account balance. The payment has been stuck in " processing '' and will not be posted today as promised by Nelnet. I am stuck in a constant, never ending cycle of trying to pay off my loan balance in full but having Nelnet delay my payments multiple days to the point where new interest accrues and I am stuck with a new balance once the payment actually does post. I am being robbed of my money due to the incompetencies imposed by Nelnet and the handling of my payments. While I have been constantly calling and being placed on 3+ hour holds and receiving no responses to my countless emails, I have received zero communication from anyone at Nelnet to this day. I am submitting this case with the Consumer Financial Protection Bureau as well as the Department of Education notifying them of my experiences with Nelnet in an effort to actually get some sort of communication and resolution from this company. It is incredibly sad that this is what people like myself have to resort to but I am hopeful for a speedy and efficient resolution.
Company Response:
State: FL
Zip: 32967
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: You have acknowledged that this account belongs to you from Great Lakes higher education you have not complied with 15 is code 6801 15 us code 6802 15 us code 1681a
Company Response:
State: IL
Zip: 60620
Submitted Via: Web
Date Sent: 2023-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-20
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Saving on a Valuable Education ( XXXX ) Plan Enrollment Request Statement of Earned Income XXXX To Whom It XXXX Concern Nelnet Student Loan Servicing, XXXX XXXX from my IRS XXXX XXXX form was {$53000.00}. However my current projected income for XXXX has been drastically reduced. I briefly worked at ( Employer A ) earning $ XXXX Full Time, XXXX hours per week, from XX/XX/XXXX - XX/XX/XXXX and earned a total of {$3400.00}. Ive just been hired at ( Employer B ) earning $ XXXX XXXX XXXX, XXXX hours per week, from XX/XX/XXXX - XXXX. I expect that my earned income from this position will be {$2000.00} per month for the remainder of XXXX. My earned income projection for XXXX is $ XXXX. I have reviewed the available student loan repayment plans on the XXXX Department of Education website and submitted multiple requests to remove the administrative forbearance with a 7 % XXXX in favor of enrolling in the Saving on a Valuable Education ( XXXX ) Plan. The XXXX repayment plan would allow me to have a {$0.00} payment and 0 % APR. I have repeatedly selected the plan with the lowest payment AND the lowest interest rate only to be rejected by Nelnet. XXXX requesting the immediate removal of the administrative forbearance and enrollment in the XXXX on a XXXX XXXX ( XXXX ) XXXX. XXXX disputing the interest capitalizing on the loans at a rate of 7 % APR and requesting that Nelnet immediately cease accrual and remove it from my loan balance. Nelnet is in violation of the loan repayment terms I agreed to when applying for the Saving on a Valuable Education ( XXXX ) Plan on the XXXX Department of Education website.
Company Response:
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2023-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A