Date Received: 2023-09-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Here is a string of events copied from my notes. There are some things about student aid.gov but my main complaint is with Nelnet. Some of this may or may not be relevant but it would be difficult to tease out the lack of communication between the agencies. *US Dept of E sent email on XX/XX/XXXX stating that if applied to repaye/IBR automatically enrolled in SAVE. *Applied for IBR on XX/XX/XXXX processed XX/XX/XXXX according to studentaid.gov XXXX Nelnet says on website I will owe XXXX a month but still says Im on IBR. I can not find anywhere how much of this is principle, interest, or if I decide to pay extra how that will pan out. I can not find any information regarding how old they consider my loan and how many payments I have left before it would be forgiven. *Sent email to Nelnet between XX/XX/XXXX and XXXX asking specific questions regarding my unique situation with my loans. Can not find record of email but do recall getting an acknowledgment email that they received mine shortly after. *Updated contact info at their automated notification request on XX/XX/XXXX *US Dept of Ed emails requesting to apply for SAVE beta and you wont have to reapply later. XX/XX/XXXX and XX/XX/XXXX XXXX Received automated email acknowledging they have not answered my email sent weeks ago. Email states to try FAQ page, which did not help as I visited that before I emailed. They stated they do not intend to and can not answer my email. *Attempted to reapply on XX/XX/XXXX but stopped due to studentaid.gov giving me a higher number for monthly payment ( XXXX XXXX something ). Further confusion ensues. Borrowers on student loan community pages on XXXX said they were on hold for 4 hours only to lose call specifically with Nelnet. Discouraged from calling. XXXX XXXX payment of XXXX dollars online. Payment will go through XX/XX/XXXX. Nelnet records XXXX as when I paid, not XXXX for some reason. Confirmation number XXXX. Interest is accruing at approximately {$8.00} a day. XXXX signed up for auto debit for .25 % discount. No where I located where it confirms I am actually receiving .25 % discount. *Reapplied for SAVE on XXXX. As of this day studentaid.gov said original IBR application was processed. Nelnet says its still in review. *As of XX/XX/XXXX Nelnet still says is its in review from receiving original application on XX/XX/XXXX and please allow XXXX days to complete your request. No mention of my second application. XXXX called Nelnet XXXX XXXX minute wait time. No offers to leave a message. On hold for XXXX minutes before I hung up. Automated message during hold time says I should be getting a status update regarding my account every 10 days. Ive received no correspondence from Nelnet regarding my application. Ever. XXXX I discover of my XXXX dollar payment, XXXX went to principle and XXXX went to interest. My account says I have accrued XXXX dollars in interest and my principle is XXXX. Still very confusing how this is all working. Am I getting my .25 % discount? XXXX checked studentaid.gov and 2nd IDR applied for on XXXX is still in review. No longer a record of my XX/XX/XXXX application. In fact, other IDR requests from XXXX, XXXX are still in review according to their website. They also say as of XX/XX/XXXX my loan is XXXX ( XXXX principle and XXXX interest ). I paid down my loans to XXXX even during COVID and didnt make my first repayment until XXXX. None of this makes sense. While I was searching studentaid.gov page, it crashed. * As of XX/XX/XXXX Nelnet still hasnt acknowledged 2nd application. States my current balance is XXXX. Beginning to wonder if Im on the same plan as before the pause inspite of me applying for SAVE as soon as I could.
Company Response:
State: SC
Zip: 29617
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan refund was electronically deposited into my ex husbands bank account. Despite the fact the check was to be sent physically to my current, on file address. Nelnet keeps directing me to XXXX And refuses to direct me to fraud department Customer service is XXXX XXXX! She said she can only give information on active loans.
Company Response:
State: TX
Zip: 78412
Submitted Via: Web
Date Sent: 2023-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Nelnet has disabled their phone line and shut down all comments on their social media. If you call Nelnet the automated phone tree has been replaced with a high pitched squeal. This is absolutely unacceptable.
Company Response:
State: CO
Zip: 803XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX XXXX shows check was deposited by NelNet. Check was for {$4100.00} to pay off the balance of our Parent Plus loan. XXXX XX/XX/2023 No change in our loan balance. I called and they found check. I was told it will be processed. XXXX XXXX I called again as there was still no change in loan balance. I was told they will submit a request to get the payment processed. Advised me to call back on XXXX XXXX if nothing has changed in our account. Our account shows interest accruing but I was told they would back date the check to XX/XX/XXXX so no interest will need to be paid. XXXX XXXX On hold/waiting for call-back from XXXX XXXX. Eventually transferred to XXXX XXXX ( same as in first call ). Said they will submit a request to process the payment, will take 10-14 business days. I told them thats what I was told when I called on the XXXX. He said there was no request submitted on that date. I asked to talk with the next higher level of customer service, he said I would be told the same thing by them. I asked to be put through anyway. After another 15min on hold, was told no one was available but that I would get a call back.
Company Response:
State: MT
Zip: 59404
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This is a continuation from my last complaint submitted XX/XX/XXXX ( ID XXXX ). Originally Nelnet responded by refusing to rescind my IDR application that was wrongly sent and processed during the COVID forbearance. Later, after another feedback, they realized their mistake and sent me a physical letter stating my IDR application was cancelled, and my monthly payment will be {$270.00} starting XX/XX/XXXX through XX/XX/XXXX, until my next IDR recertification date. However, my Nelnet account continued to show a payment amount of {$2000.00}. I emailed Nelnet on XX/XX/XXXX requesting for an update, which they never responded. I called Nelnet on XX/XX/XXXX, was told my account will be updated in 3-5 business days. I called again on XX/XX/XXXX, was told it will take another 2 weeks. On XX/XX/XXXX, I received my billing statement from Nelnet, which still showed the wrong amount of {$2000.00} to be due on XX/XX/XXXX. The level of gross incompetence and complete lack of communication is unacceptable. To them, this may just be a number. However, to millions of student loan borrowers, this directly affects their livelihood, and the amount of psychological stress and frustration with the entire ordeal can not be quantified.
Company Response:
State: CA
Zip: 94521
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: A telephone call on XX/XX/2023. Nelnet had no information on on-ramp repayment the representative said there is currently no such thing. They also said that if payments are missed for 90 days then they will be delinquent and if they are missed for 270 they will be in default and referred to collections. I told them it this information conflicts with what I heard about on-ramp repayment. They said the only thing they currently have is fresh start which involves going into default and then being able to fill out a form at studentaid.gov and re-enter repayment in good standing. I asked how long fresh start is going on but they had no information. They said they may have more information next year or next summer.
Company Response:
State: CT
Zip: 064XX
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied to the new XXXX XXXX in XXXX. Which that Im eligible for payment per federal government website of XXXX a month when I completed the federal XXXX XXXX application in XXXX of this year. Nelnet has not adhere to the federal governments new program which is eligible for all borrows who apply effective as the beginning of student loan payments as of XX/XX/2023. Now Im paying over XXXX a month which I can not afford Im sent over my documents from the federal website to Nelnet
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loan 's original principal was XXXX. My school only was disbursed {$3200.00}. Nelnet says to pay off my loan in full it was {$3200.00} principal + {$1.00} interest. I did that but my principal was actually {$3200.00} and since I paid in full within 120days I shouldn't have to pay any interest. Now they overcharged me {$35.00}, and have no intention to refund my money to my bank account i used to pay. nelnet has terrible customer service and does not respond to emails nor calls.
Company Response:
State: MA
Zip: 02184
Submitted Via: Web
Date Sent: 2023-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to formally lodge a complaint against Nelnet, the servicer of my student loans. I am deeply concerned about the mishandling of my recent student loan payments and the lack of clarity and transparency in Nelnet 's communication. Here is a detailed account of the events leading to my complaint : On XX/XX/2023, I made a substantial payment of {$77000.00} towards my student loans. The payment was intended to pay off loans in groups AA-AE, as indicated by Confirmation # XXXX. Despite my significant payment, I noticed on or around XX/XX/2023, that Nelnet was displaying loans in groups AA-AC as paid off, with an outstanding balance of {$33000.00}. However, loans in groups AD-AE, with an outstanding balance of {$43000.00}, were not marked as paid. In an attempt to resolve this discrepancy, I placed a call to Nelnet on XX/XX/2023. During this conversation, I inquired about the status of loans in groups AD-AE. I was informed that my " payment would be allocated '' within two weeks. Today, on XX/XX/2023, I contacted Nelnet once again to check the status of loans in groups AD-AE. Unfortunately, after three hours on the phone, I received the same response, both from a representative and a supervisor, stating that there was no timeline for my " payment to be applied. '' This lack of transparency and accountability is causing me considerable distress. I would like to bring the following issues to the attention of the Consumer Financial Protection Bureau for investigation : Delayed Payment Allocation : Despite my payment on XX/XX/2023, Nelnet has failed to allocate my payment correctly, causing loans in groups AD-AE to remain unpaid. Lack of Transparency : Nelnet has provided inconsistent information regarding the timeline for the allocation of my payment. The absence of a clear timeline is unacceptable and creates unnecessary uncertainty. Customer Service Experience : The customer service representatives at Nelnet have been unable to provide me with a satisfactory resolution or clear answers regarding the status of my loans, further exacerbating my frustration. I kindly request the Consumer Financial Protection Bureau to investigate this matter thoroughly and ensure that Nelnet rectifies the situation promptly. I expect Nelnet to accurately allocate my payment and provide a clear timeline for the resolution of this issue. Additionally, I urge the Bureau to hold Nelnet accountable for its actions and ensure that such discrepancies do not occur in the future. Thank you for your prompt attention to this matter. I trust that the Consumer Financial Protection Bureau will take the necessary steps to address this issue and protect the rights of student loan borrowers like myself.
Company Response:
State: NC
Zip: 271XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for SAVE payment plan and provided all of the required and requested documentation. I did this well in advance of the deadline for repayment to resume. Nelnet confirmed receipt of my application, and then promised to update me by email every 10 days as to the status of same. I have not received any emails from Nelnet, and the deadline is approaching. Hold times are in excess of XXXX, and that is unacceptable when they only have hours of operation that fall within a work day. I can't simply sit on the phone waiting and hoping for someone to pick up. The amount I am supposed to pay for my first payment has changed a couple of times and there is no clarity on whether my application for the SAVE program is accepted. Nelnet is going to mess up credit scores and repayment schedules because they are not organized and do not adhere to even their own deadlines. If Nelnet is the servicer, collection should not resume until Nelnet can effectively service a loan. Nelnet faces no consequences if they miss a deadline, the debtors face ruined credit scores, inability to finance cars/houses, and the uncertainty of knowing whether Nelnet is about to mess up their finances. I understand that Nelnet is facing a huge job in getting up to speed on the loans assigned to them and that it is difficult in scale. Nelnet chose to accept that responsibility and is failing to execute effectively. Choices have consequences, etc etc.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A