Date Received: 2023-09-18
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: On XX/XX/XXXX, I spoke with a Nelnet agent who advised me to apply for the SAVE plan on the studentaid.gov website. I did, and on Student Aid it shows tentative approval with the lowered monthly amount. On the Nelnet website it shows my monthly payment being around {$600.00}, when before the COVID pauses I enrolled for PAYE and studentaid.gov and Great Lakes ( my previous servicer ) showed a monthly payment of {$0.00} It has been almost one month and I have only received one email stating Nelnet is reviewing my application. However, on studentaid.gov it shows Nelnet has finished their review. I emailed Nelnet last week and today received an email saying no one could help me via email due to high volume. I have been on hold on the phone for an hour and 2 minutes, and nobody has answered the phone. When I tried calling last week, the line hung up within a few minutes.
Company Response:
State: AR
Zip: 72903
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My account is paid off in full but that has not been reported to the credit reporting agencies. All 3 of them show a large balance remaining. It has been over a month since it was paid off. Nelnet said it was reported but it wasn't since all 3 credit bureaus show the same balance and that it was last updated XX/XX/XXXX.
Company Response:
State: CA
Zip: 94122
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My student loans are accruing interest every day but Nelnets website does not show my correct payment or due date. I contacted Nelnets customer service but have not heard anything back. I have no idea how much to pay or if the interest will be waived under the SAVE plan which I enrolled in last month. Its extremely frustrating and the fact that interest continues to accrue while Nelnet fails to respond should be illegal.
Company Response:
State: GA
Zip: 30319
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Log in does not work. Password reset doesnt work, it used to only let me log in one time per password reset and now I cant even do it once and the authentication codes they send also dont work. Its impossible to log in and they wont answer the phone.
Company Response:
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: A check was mailed and delivered on the XXXX of XXXX in the amount {$3500.00} to the department of education and the amount was withdrawn and posted on the XXXX of XXXX but no payment has shown up on my account while interest is still accruing I have called Nelnet several times over multiple weeks and have received no confirmation that they are even processing this payment. I have all the checks info and will gladly provide any info to get this resolved
Company Response:
State: CA
Zip: 94513
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called Nelnet in reference to my student loan status and late payments. I was never late on any loan. I always had my loans deferred or a forbearance. The loan providers was late in processing the information on their end and in return marked my loans late. I want the information corrected. I called the agent with Nelnet and she went over my loans. They said when they got the loans transferred it was never reported late from Department of Federal loans. She told me to dispute it up to three times for the Credit bureaus to contact them and verify. All 3 Credit bureaus have not done the dispute process for correcting my reports. The accounts that need correction are as follows : Dept of Education/Nelnet XXXXXX/XX/XXXX {$5700.00} Account # XXXX ; Dept of Education/Nelnet XXXXXX/XX/XXXX {$13000.00} Account # XXXX ; Dept of Education/Nelnet XXXXXX/XX/XXXX {$1600.00} Account XXXX XXXX ; Dept of Education/Nelnet XXXXXX/XX/XXXX {$1900.00} Account XXXX XXXX XXXX Dept of Education/nelnet XXXXXX/XX/XXXX {$12000.00} Account # XXXX XXXX Dept of Education/Nelnet XXXXXX/XX/XXXX {$160.00} Account # XXXX ; Dept of Education/Nelnet XX/XX/XXXX {$55000.00} Account # XXXX
Company Response:
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: II paid off a loan with Nelnet in XXXX. Theyve not updated my report. Ive called at least 4 times and waited over an hour each time. Last week I got through and was told there was a mistake on my account, but only a higher up could resolve it. I spoke to XXXX who acknowledged something is Very wrong. My account is not being reported to the credit bureaus. Ive disputed with them all, but Nelnet will not release my information? They told me there was a suppression in 2022, but not any longer yet, they still refuse to release information or validate my dispute.
Company Response:
State: CO
Zip: 816XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The full amunt of the student loan was paid yet the service who collected my money fail to notify my loan provider that the account is fully paid. resulting in my loan provider having no proof that i paid it to XXXX so they can not close my account. i personally can not afrod to another XXXX dollars when it has been already paid for.
Company Response:
State: WV
Zip: 253XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been unable to reach Nelnet via phone to resolve this issue as their call wait exceeded 2 hours on my last attempt, and their online systems have had periodic outages. I have already raised a complaint with FSA, but the incorrect information presented to me by Nelnet has me terrified that I'll be paying a standard repayment amount via what looks like a bug in the automatic withdrawal system, and I'm taking every action to protect myself and my bank account. Despite being presented documentation that I should be paying {$0.00} on SAVE starting in XXXX, I continue to see a withdrawal scheduled for XXXX for over {$1500.00}. I am concerned that if I cancel automatic withdrawals, I will be unfairly penalized with a loss of the .25 % IR XXXX ( ACH ) benefit on my applicable loans. Additionally, the application process for SAVE was not a smooth process. Though this is an unprecedented period of payment restarts, that does not excuse the absolutely wild changes I noticed on my account at the end of XXXX : including being dropped from my IBR and placed into Standard Repayment with no explanations and watching the amount due on my account fluctuate wildly. Nor did they communicate with follow ups about my SAVE application status, despite the language presented on completion of my SAVE application.
Company Response:
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I attempted to make a payment on my loans. 6 days later, I received a notification that my payment was not processed, with no further information. Since my payment failed, I collected interest on the loans that I was attempting to pay off. Therefore, I lost money despite attempting to pay it off. I called my bank and they said no attempt to retrieve the money was ever made. I called Nelnet and was put on hold before being disconnected. The servicer is clearly not adequately prepared to help borrowers
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A