Date Received: 2023-09-08
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Dept of Ed is still showing that I owe {$36000.00} in student loans and responded to the last complaint saying I still owe, DESPITE me providing documentation showing PAID IN FULL. This student loan has been paid for for quite sometime. I WILL NOT pay a second time for something I DO NOT OWE. On top of that, I became XXXX 3 years ago after a XXXX XXXX XXXX that STILL requires further XXXX and has left me unable XXXX XXXX, do my daily activities, left me with EXTREME nerve damage, and I am in the middle of a malpractice claim for. The LAST thing I need is for someone to report FALSE information to my credit, since I may need my credit for my XXXX. I do not know how many times I have to complain until SOMEONE takes it seriously and stops reporting " verified ''. I am providing two documents from XXXX showing the student loans were paid in full, as well as photographs of my leg injury that I am dealing with. I have paid my debt in full and now am faced with a lifetime of XXXX and have to continue to fight for what is right against companies that simply buy and sell false information. Again, this debt is paid. I WILL NOT PAY AGAIN, even if I could. It is sad that companies like this can continue to destroy the lives of the innocent, especially those who are a disabled. I hope people are proud of themselves for picking on the weak. Nothing but a bunch of bullies.
Company Response:
State: AK
Zip: 99645
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I made a payment online for over {$25000.00}, it never left my bank account so I checked the Nelnet site and it kept saying processing - after about 5 days I got a letter saying my financial institution wouldn't process the payment. I called my bank and they said they never received anything. I tried to process again on XX/XX/XXXX and the same thing happened. I double checked my banking info and everything was correct. I started calling Nelnet and was on hold four different times for over 3 hours. I was finally able to get through and explained my situation and they said they don't know why it wasn't going through - that it was my bank. I gave them info over the phone to process the payment ( by this time I have interest being put on the accounts I was trying to pay off ). This was on XX/XX/XXXX and they said the payment would be taken out XX/XX/XXXX. Payment still has not been taken out and says processing. I called my bank and they said they do not see where they tried to send anything through. I can't hold another three plus hours to talk to someone when they aren't resolving the issue. I looked this up online and there are several complaints in the past few months regarding the same issues.
Company Response:
State: OH
Zip: 44203
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My federal student loans were transferred to the provider Nelnet. I have been unable to make payments since this change was made. Their website requires two-factor authentication but is unable to log in on web browser. After inputting the code it redirects me back to the login page every time. I have tried XXXX browsers on XXXX different devices. This has consistently happened over a month, trying on XXXX separate occasions. On the mobile app I was finally able to get into my account. When I went to make my first payment, it gave me error after submitting the payment. Again, I have tried to make payments on XXXX separate occasions and have been unable to pay my bill. This is unacceptable. How can my servicer not have a functioning website or payments system. They have a completely inaccesible support. I should not have this much trouble making payments on my student loans.
Company Response:
State: NY
Zip: 10025
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I made a bill pay of {$430.00} through my banking institution to submit a final payment towards my student loans with Nelnet. In the past, I had successfully paid off my student loans the same way ( bill pay via my banking institution ) and Nelnet processed them just fine. However, I noticed with this final payment, it has taking longer than usual to process. Thus, on XX/XX/2023, I called Nelnet and had to wait XXXX hours before finally being serviced. The representative I spoke to claimed she did not know what I was talking about and kept suggesting I make sure it was not an issue with my banking institution. I told her it could not be since I had submitted bill pays to Nelnet before through the same banking institution with little to no issues. She agreed to look into things further and eventually transferred me to their " solutions department ''. The representative there managed to locate my payment and told me they would apply it in several days. A week later, I see no changes to my loan amount so I call them again on XX/XX/2023. The representative I spoke to this time claimed that the final payment MAYBE takes awhile to process since their accounting has to make sure " everything is in order ''. However, Nelnet states on their website that most payments should only take XXXX days to process. Up to now, nothing has been done to process my final loan payment and I am worried that Nelnet will claim they lost the payment when they are really just stealing the payments.
Company Response:
State: CA
Zip: 94115
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I am receiving this letter from Nelnet loan services, this is the second time Nelnet has requested identity theft when I did not request for identity theft. I requested for debt validity and requested verification of the debt which was not answered. Attached to this is a letter I requested plus the green return receipt which I know they have received this letter on XX/XX/. Also the response of the debt collector. Nelnet loan services did not provide me this information, in pursuant to 15usc1692g validation of debts, without this information this alleged debt can not be owned by me but Nelnet is the owner of the {$26000.00} debt. Please discharge this debt.
Company Response:
State: MD
Zip: 20707
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I put my Student Loans on Forbearance like much of the USA during Covid. Like many, I was under the impression that there was 0 % accrued interest during the pandemic. Earlier this spring I received a notification from Nelnet, one of my student loan providers that my account had accrued XXXX of interest since putting it on deferment XX/XX/XXXX. I spent several hours on the phone trying to make sense of how or why and their non-english speaking customer service reps had little support, help or understanding they could offer. They couldn't explain why my account defied the laws that were put into place during the pandemic and explain why my account was charging so much interest while everyone else in the ENTIRE COUNTRY is enjoying 0 % interest. I couldn't change it, have had 2 major surgeries since, and haven't had an opportunity to waste time on it until today. Flash forward to today, XX/XX/XXXX. I receive a NEW email stating the the accrued interest in my student loans is XXXX since XXXX of XXXX. I just tried to call again and sat on hold only to get a recording that said they close at XXXX EST. How is this even possible when the PRESIDENT of the United State put into place provisions to protect people during the pandemic. Nelnet customer service is horrible. They just send this email -- can't get in touch with anyone to discuss or even understand how or why. Furthermore, I had filed a XXXX XXXX XXXX in XXXX b/c of medical bills and multiple surgeries and couldn't discharge this debt then, and now am getting served up even more interest when NO ONE should have had that happening due to the pandemic. Please help. This shouldn't be happening to Americans during a time when student loan repayment was put on pause.
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-09-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: With Nelnet Ive tried calling multiple times within their listed hours of operation but the automated recording said they were closed. My loans are supposed to be on an IDR plan, Ive made two payments based on the letter I received from them, however I am still seeing a balance due for the month. I have tried reaching out with no success. 2 hour hold times ( via phone ). Please advise!
Company Response:
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023, I received an e-mail from Nelnet explaining that " On XX/XX/2023, the COVID-19 student loan payment pause ended, '' and that monthly payments would again be required. It further explains that the US Department of Education has instructed Nelent to place an administrative forbearance on my account for the month of XXXX, XXXX and that the first payment would then be due in XXXX. However, during this forbearance period, interest would still accrue on my loan balance. The email continues, and explains that if I would prefer to begin making payments in XXXX, there are XXXX ways to opt out of the forbearance period by XX/XX/2023 : Reply directly to this email, no log in required. Log in to your XXXX account with your username and password. Call us at XXXX from XXXX a.m. to XXXX p.m. ( XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and XXXX, and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I wished to opt out of the forbearance and I let Nelnet know this by replying to the email on XX/XX/2023. I have not received a response to this email and there is no indication on my account that my loans are not in forbearance. By XX/XX/2023, I had still not received any indication from Nelnet that my loans were not in forbearance. I also checked my email account 's spam mail folders to see if any response had ended up there, but none had. It was on this date that I again replied to the original email again, explaining that I would like to be taken out of forbearance, however I added a sentence explaining that I have already requested this and haven't received a response. After sending this second email, I immediately received what appears to be an automated response thanking me for my inquiry and saying that an advisor will respond as soon as possible. As I am writing this, it has been a week and I still haven't received a response. This has been a rather frustrating experience as this is my first time contacting Nelnet since they became my new loan servicer and it will be the first time I am required to make a payment through them. It seems like it shouldn't be this hard to what seems to be simple ; respond to my email and remove the forbearance. I have attached all referenced correspondence below. The original email explaining the forbearance is named " Nelnet Forebearance '', my responses to the email are named " Response 1 '' and " Response 2 '', and the automated reply is named " Nelnet Automated Response ''.
Company Response:
State: MN
Zip: 55124
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am a XXXX XXXX working for the XXXX as an XXXX XXXX and i was awarded an XXXX USD pay off amount toward my loan. The payments go in bi-weekly in a range amount of about XXXX to XXXX USD. I looked at my pay stubs and there has been a total of XXXX payments. The first XXXX payments are reflected on my NeltNet account payment history and have been applied to my total loan. However, the last payment according to my Nelnet history was made a month ago on XX/XX/23 but XXXX more payments of XXXX by my job have been made since then and are no where to be found. The money is just not accounted for on Nelnet 's side but the payment was clearly made when looking at my paystubs on XXXX. NeltNet is clearly mishandling the payments. My account is missing XXXX payments of XXXX. Typically once a payment is made it is reflected on my Nelnet account XXXX to 10 days later. It has been over 30 days since the last payment according to my account which is simply not true. It does not even show up as processing or anything just completely missing.
Company Response:
State: CA
Zip: 93306
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan was transfer from great lakes to this company NelNet The website does not work and you are not able to access your account at all. The page has constant error failures even after inputing all your information. Customer service phone line will not provide you with a representative to talk to. Tried to email customer service and they say the email volume is to large for them to respond to my email. So i have no way to access my account and pay my student loan. Payment is due in XXXX. How am I going to pay my loan and not have them absolutely ruin my credit if i have no way of accessing my loan.
Company Response:
State: WI
Zip: 531XX
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A