Date Received: 2023-09-13
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I use Nelnet to service my student loans. I applied to an income driven repayment plan. Nelnet was required to send updates every XXXX days on the status of the application in the case that it wasn't approved within XXXX days. The application was submitted in early XXXX. Nelnet reports they received the application on XX/XX/XXXX. No updates have been given throughout the process. Payment is due within XXXX month and I am unable to get a hold of anyone at Nelnet to confirm the status of my loan amount due. They have phone wait times that are seemingly endless.
Company Response:
State: MI
Zip: 49504
Submitted Via: Web
Date Sent: 2023-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made a payment with Nelnet through the online portal on XX/XX/2023 for {$1000.00} toward my student loan balance. I received a confirmation email for this payment from Nelnet on XX/XX/2023 at XXXX ET. This email contained a confirmation number and a payment effective date of XX/XX/2023 as well as an assurance that the payment would be posted to my account within 48 business hours of the payment effective date. At this time the payment was listed as " scheduled '' in my Nelnet online account. On XX/XX/2023 the amount of {$1000.00} was withdrawn from my checking account by Nelnet. On XX/XX/2023 I went to confirm that the payment had been posted and it no longer existed in my Nelnet online account. It did not show up as scheduled, pending, posted, or cancelled. It was as if the payment had never existed. I attempted to resolve this issue by reaching out to Nelnet by email on XX/XX/2023, but their reply email at XXXX said that they would not respond to my request via email and I would need to call instead. I did reach out via phone that day. The agent on the phone could not provide any information about why my money was not appearing and on his end it also looked like the payment never existed. I provided the confirmation number I had received and he forwarded that on to another department. He assured me it was just a delay in their system and I should have the money posted to my account soon. On XX/XX/2023 the money has still not been posted to my account and still does not appear as existing in my online account. I called again at this time and the agent I spoke to this time said there was nothing that could be done and it would sort itself out eventually. He said that the company does not know where the money they withdrew from my account is and that he could provide no guidance as to when it will be posted. I asked for a ticket number for my inquiry and he said there was none.
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On Wed, XX/XX/XXXX, XXXX, Nelnet emailed me notifying me of pending messages. The next day I logged in to access them, but there was an issue with the XXXX XXXX, after a reinstall, I went back, but the messages were gone. I tried to phone their support, but was left on hold for hours and could not wait longer. I emailed them, but have not heard back in the weeks since. I also filled out their email contact request form that day and have not heard back either. They are withholding potentially vital financial communications they are legally required to send me, and have obscured and prevented me from accessing them.
Company Response:
State: CA
Zip: 916XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Unable to get your credit report or credit score
Subissue: Other problem getting your report or credit score
Consumer Complaint: Nelnet sent me a letter on the behalf of XXXX and the department of education letting me know that I qualify for the XXXX XXXX XXXXXXXX discharge of my federal student loans. XXXX discharged means that the remaining balance of my loans will be forgiven.
Company Response:
State: WA
Zip: 98373
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: loan transfred from Great lakes ( they were good ) to Nel Net. i have called 3 times and have been on hold XXXX hours. First call, they answered in XXXX hours and whn i asked a question ( interest rate ) XXXX minutes latter i was still on hold. i hung up. Called the next business day. on hold for XXXX hours and then got recording asking for my evaluation of the represntative and then they hung up on me. Third call, on hold forever.
Company Response:
State: FL
Zip: 349XX
Submitted Via: Web
Date Sent: 2023-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been trying to log into Nelnet for the past 2 months and keep getting an error on my account. I can't get any information on my student loans and Nelnet will not respond to phone calls or emails.
Company Response:
State: CO
Zip: 815XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am enrolled in the extended graduated repayment plan. On my Nelnet account, the dashboard says my monthly payment is {$230.00}. On the repayment option page, it lists that the monthly payment for the Extended Graduated plan would be {$140.00}. The repayment schedule also shows a total of {$230.00} with only 162 payments ( XXXX years ), even though I am in the plan that would allow up to 300 payments ( 25 years ). I have reached out to Nelnet 2 times, on XX/XX/23 and on XX/XX/23 and both times the agent agreed this payment amount is wrong and that the loan would be re-disclosed and the issue would be fixed. However, nothing has been updated.
Company Response:
State: MI
Zip: 49022
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have a federal student loan originated in XXXX and XXXX that was originally serviced by NelNet. In XXXX it was sold to XXXX and my principal balance significantly increased. In XXXX I required XXXX perform an audit where it was uncovered payments were being improperly applied to the balance, and inflated by interest accruing. In XXXX I had a balance of {$8300.00} ; however, when it was sold back to NelNet in XXXX, my balance increased to {$9600.00} despite not being active since XXXX AND no interest accruing due to COVID relief programs. I tried e-mailing and calling NelNet, and have not received ANY responses. I am not willing to pay for inaccurate principal and interest.
Company Response:
State: IL
Zip: 60613
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received a letter from Nelnet, regarding repayment of a student Loan, that would resume in XXXX. I called XXXX on XX/XX/XXXX and spoke to XXXX from customer service, who informed me I owed the DOE XXXX XXXX dollar ( {$9000.00} ) for a consolidated loan from XXXX. I am a XXXX XXXX XXXX and I didn't take out a loan in XXXX. However, I did file a complaint against XXXX XXXX XXXX in XXXX, PA for Social Security fraud, over an eight year period, in which, they took XXXX XXXX dollars - ( $ XXXX - garnished from my SSI check. Also for blatant acts of XXXX XXXX from XXXX thru XXXX of XXXX and XXXX. It was then, that I realized XXXX XXXXXXXX XXXX, used a XXXX XXXX dollar loan from XXXX XXXX XXXX XXXX XXXX XXXX XXXX Pa and turned it into their XXXX XXXX over an eight year period.- from my SSI check, an overpayment of XXXX XXXX dollars or more. They also changed my User ID to a XXXX logo I used.
Company Response:
State: CT
Zip: 069XX
Submitted Via: Web
Date Sent: 2023-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-11
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Account : XXXX I have called numerous times and either my account information was not updated properly or I get hung up on after sitting on hold for hours waiting for an escalation to the supervisor. This entire process is a nightmare.
Company Response:
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2023-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A