Date Received: 2023-09-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan debt was transferred from Great Lakes to Nelnet. Since XXXX, I have been attempting to resolve an issue with a payment that was received by Nelnet but not posted to my account. On XX/XX/2023, a payment was sent to my account in the amount of XXXX. This payment is paid on my behalf from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. As part of my contract with the XXXX XXXX XXXX, I am required to submit proof that each payment has been received by my loan servicer. However, Nelnet has not posted this payment. I recently spoke to a customer service representative who informed me that Nelnet was in possession of the payment since the merger with Great Lakes. The representative further notified me that they are aware of the fact that my payment, along with other customers ' payments, have not been posted. Nelnet 's failure to post this payment constitutes business malpractice and has resulted in two concrete consequences that negatively affect me : 1. ) I have been charged interest on my loans that would not have been charged if Nelnet had properly posted the payment upon receipt. 2. ) I am out of compliance with the XXXX XXXX XXXX, which could jeopardize my opportunities in future government contracts that are important for my career. Further, the remaining payments from the XXXX XXXX XXXX can not be released, further increasing the interest that Nelnet will collect. Nelnet 's failure to post payments also affects other customers. Any interest accrued on these accounts due to unposted payments should be immediately returned to customers.
Company Response:
State: NY
Zip: 11102
Submitted Via: Web
Date Sent: 2023-09-07
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: Trouble with how payments are being handled
Consumer Complaint: Special Payment Instructions aren't being looked at it seems to me, XXXX is my payment start date and I set Special Payment Instructions to go 100 % to one loan and it's not even being followed, Phone hold times are over an hour at least, finally give up. Sent an email about this and no response. I would like my loan sent back to Great Lakes, they did all this with no problems. Also instead of mailing it the way I want they coerce you to send it via they pulling from your accounts at the bank. I don't like this option
Company Response:
State: WI
Zip: 54703
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have been trying to contact nelnet for 15 days now the last time I spoke with a representative they told me my payment will be between {$470.00} {$740.00} a month. I applied for the new save program, according to the student aid.gov application was completed. nelnet no they have not sent me anything and the payment still showing {$1000.00} a month I can not afford this please help
Company Response:
State: TN
Zip: 37128
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Great Lakes was bought by Nelnet who has increased my interest rate and eliminated customer service. I scheduled a recurring payment prior to start date ( XXXX ) which has since been obfuscated. They have not responded to my emails and reached out over text to say my loan info has changed at the last minute. Furthermore, I can not pay more than the minimum on a regular cadence and must call in via phone no longer than 30 days advance to schedule a principal payment separately from a minimum. I am not on an IDR plan or anything and wish to pay off more than the interest rate every month which is made untenable at this point by nelnet.
Company Response:
State: OR
Zip: 97203
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: As Great Lakes and Nelnet are " sister companies '' as I was told, you'd think they'd have all records and documentation of conversations, etc... It was explained to me that these previous conversations no longer exist, nor was it appropriately documented in my case file. Go after these companies that MESSED up for the past 20 years in regards to these things. I've been paying these loans back since 2003, but apparently I have 8 years left to pay? These are the issues that make people lose hope in every avenue of our country. I have pictures from the old Great Lakes website SHOWING when my payments were to resume and when the final payment was. If you had a record of what that site looked like, it is CLEAR AS DAY that it came from that particular URL. Hold these people responsible for their lackluster and willy-nilly attitudes for the past 20 years.
Company Response:
State: AZ
Zip: 85205
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have tried to contacted Nelnet XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The only day I was able to reach anyone was XX/XX/XXXX and was told by the representative they could not help because their system was down. I have attempted to access the website several times including today and it was down. They have stopped allowing comments on social media when you have a question. I have emailed on XX/XX/XXXX and received an email stating I need to call but you can't reach anyone. I've put a complaint on here before which they supposedly addressed the issue and had an attachment but there was no addressing of the issue nor an attachment for me to review. As I type this interest is being added to my loans because they were not correctly placed in Administrative Forbearance. They have admitted to having the letters stating this needed to happen. They received those letters directly from the Department of Education and I uploaded my copies to the website on XX/XX/XXXX. My loans are all tied to Sweet v Cordona and apart of the settlement is that the loans are to be in Administrative Forbearance until the Department of Education completes the discharge. I have put in a complaint with the Department of Education. I had to go apply for the SAVE repayment plan to avoid me not making a payment hitting my credit as a delinquent account.
Company Response:
State: VA
Zip: 230XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: ACCESS LOANS IS SHOWING UP ON MY REPORT AS AN ACCOUNT OPENED AND NOT PAID. I HAVE NEVER OPENED UP AN ACCOUNT WITH THIS COMPANY NOR DO I WORK FOR THE EMPLOYER THAT IT WAS CREATED FROM. I DONT HAVE ANY KNOWLEDGE OF THIS ACCOUNT. IT IS NOT MY ACCOUNT. I AM AM WAITING FOR A COPY OF POLICE REPORT. THIS ACCOUNT IS NOT MINE
Company Response:
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Most of the inaccuracies and inconsistencies with Nelnet have been resolved at this time. However, there are still unexplained inaccuracies on two of my loans. This is on my two XXXX XXXX loans ( XXXX XXXX and XXXX ). These loans are eligible for a 6 month grace period from my time of graduation from Graduate school. I Graduated on XX/XX/XXXX and thus these loans should have a six month grace period to XX/XX/XXXX with a first time payment due of XX/XX/XXXX. Nelnet informed me that these loans were actually not eligible for a 6 month grace period but were eligible for a 6 month forbearance period if I applied for 6 month forbearance. Nelnet informed me that they would apply for me and that this change would be made for me. Nothing happened. I recalled and they reapplied for me. Nothing happened. I called again and I was informed that the prior two times they forgot to send me an in school deferment request form that I needed to fill out and send back to them. I filled out the form and sent it back to them. They received it and responded saying that it had been approved for loan XXXX. However, no changes were made and my first payment due date is still in XXXX. Furthermore, the response didn't even mention loan AE. I would like to provide a little history as well. I have spent 8-12 hours on the phone with Nelnet across 8-10 phone calls over the past 4 months. I am currently unable to reach Nelnet as they state that their phone service is down. This has been the case multiple times. I am tired of Nelnet 's inability to provide answers, their lack of phone support, and the inaccuracies that they have had handling my loans. They continuously delay by stating that my request will take a week to process and then they do not make the change and do not follow up with any explanation. This has been a 4 month process with minimal progress. My first payment due date is approaching and I would like to have a proper explanation for why the changes have not been made. But most of all I would like Nelnet to honor the 6 month grace period that these loans are eligible for. It has proved impossible to contact Nelnet as 50 % of the time their phone service is down and when it is not I spend hours on hold waiting to talk to a representative who usually does not have answers for me and always says the changes will take ~week to happen ( but they never do ).
Company Response:
State: CO
Zip: 80403
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 I wrote and sent two letters to Nelnet. The first letter was a Validation of XXXX letter, requesting that Nelnet send me information about the alleged debts with them. The second letter was a Cease & Desist letter, stating that I XXXX XXXX did not consent to having my Private Personal Information ( PPI ) shared & displayed with the three consumer reporting agencies. On XX/XX/XXXX, I sent a third letter to Nelnet. This letter was a Notice of Default and a Bill of Particulars. This correspondence was to notify Nelnet that they were in violation of 15 USC 1692 ( g ), 1692 ( e ) 8, 15 USC 1681S-2, 16 CFR 660.4, 15 USC 1611, AND 15 USC 1692 ( c ) C, among others. In all the letters, I stated that I'd only accept communication with Nelnet by way of USPS mail, signed under perjury. Since sending the first set of letters, I have not received any correspondence from Nelnet via USPS. BUT they did send me an email on XX/XX/XXXX confirming that they received my letters on XX/XX/XXXX, & they'd validate my debts. I Still haven't received or heard anything from them. At this point, It's been over 2 months since I've heard anything from Nelnet. It's clear that they can't validate the alleged debts.
Company Response:
State: AZ
Zip: 85008
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Struggling to repay your loan
Subissue: Bankruptcy
Consumer Complaint: XXXX XXXX colleges push debt is time barred. I received less than XXXX and have received no refunds nor civil monetary remedies thus far. XXXX I filed for Bankruptcy which discharged in XXXX. It's public record Firstmark Services received notice timely by Bankruptcy Court as to the Discharge. Firstmark didn't show up to Bankruptcy creditor 's meeting nor object to the discharge within the time prescribed by bankruptcy law. Even though debt was time barred, the Firstmark 's representation using Nelnet Servicing LLC continued filings in an adversary proceeding which should of concluded in XX/XX/XXXX. This is XXXX colleges pushed private debt of XXXX. Firstmark never timely closed down nor reported as Bankruptcy discharge on credit bureaus. Initial Contact for collection activity after bankruptcy from Firstmark XX/XX/XXXX at XXXX in an email to one of my XXXX accounts. On XX/XX/XXXX I sent a debt validation request. Firstmark 's response included fraudulent documents which were never a part of my original note. In the Bankruptcy Firstmark was represented by attorneys on public record. I sent a debt validation request on XX/XX/XXXX but the company has failed to show my legal obligation to pay the XXXX private XXXX College's-pushed debt. I fully dispute and do not agree to incur further debt nor agree with the company 's unconscionable terms. Furthermore, the company has now listed " Nelnet '' as lender (??? ). Also rather than closing down files respectfully like other companies do when in Bankruptcy, Firstmark actually added to the debt and requesting large monthly payment from me. I have not signed a note to pay Nelnet. I have not received disbursement of the amount that Firstmark and associates want to collect from me. {$3600.00}. Furthermore, now Firstmark added enclosures that have nothing to do with it even fraudently attempting to change state. I'm sure that in XXXX there was no clause stating that debt would not discharge in bankruptcy, nor any clause of the company 's right to recover other fees and costs. Firstmark subjects and or associates have certainly tampered with documents. I can not verify the info Firstmark Sent me. Also apparently Firstmark and other associate subjects if any to a scheme have clearly used false misleading deceptive practices. For example, passing it around to attempt to avoid various discharges such as the earlier action of the Consumer Financial Protection Bureau to provide civil relief to harmed consumers. For example, a company conduent was mentioned but I have never received notice they were ever my servicer. The Firstmark company keeps changing stories. I never received notice of deragotory reporting when in XX/XX/XXXX Firstmark inaccurately had the XXXX colleges pushed private loan as in default and with a 30 payment at a t union credit. When I timely disputed ( in the past ) with that credit bureau the subject company and associates merely would verify. Then my XXXX XXXX account apparently was hacked for a while and I had to recreate. Now the company is misreporting in another credit bureau Importantly, I want to maintain all my consumer rights. It's only right that I receive civil monetary relief. I understand about statute of limitations. There are recent violations by the company. I've put in years of efforts seeking justice to no avail. I have received no refunds of payment I made nor for my time. There has been great suffering by myself and I have not received fair monetary remedy. I've also endured cyber concerns believed to be associated with this company and it's representation. Today prior to submitting a complaint I had to reset my password with CFPB and have had to reset on other sites. I do not recall having filed a complaint on here. I have experienced much undue hardship and have suffered damages associated with my attendance at the XXXX colleges institution impacted directly during the pandemic. I believe the company also used overshadowing after I sent debt validation request. Please pardon any typos
Company Response:
State: FL
Zip: 33569
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A