Date Received: 2023-08-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I requested a refund from my loan provider, Nelnet, around XXXX XXXX XXXX for the payments I made during the pandemic ( which totaled to about {$9000.00} ). I checked my account in XX/XX/XXXX and the balance on my loans was back to the original amount from before the pandemic. I called Nelnet around XXXX XXXX XXXX and was told that the refund was still processing and would take a long time to receive the check. I called again in XX/XX/XXXX and they told me I was misinformed before and that my check was actually issued in XX/XX/XXXX. So they said they would reissue the refund check, but couldn't tell me how long I'd be waiting before receiving anything. It has been almost a year since requesting and I'm getting different stories from them. I'm not sure where my money is or if they've actually issued the refund, but this has been extremely frustrating and disappointing.
Company Response:
State: CA
Zip: 91770
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Nelnet can not collect on a discharge debt. The debt has been paid and now is considered a certificate of indebtedness per the IRS and is considered income. Income can not be reported. Any account termination that results in a credit balance over {$1.00} should be returned to the consumer. Nelnet now has 7 days to refund my balance. Per the Family Educational and Privacy Act educational institutions are barred from sharing our financial history. XXXX should not be furnishing this information. 1026.11 Treatment of credit balances ; account termination. ( a ) Credit balances. When a credit balance in excess of {$1.00} is created on a credit account ( through transmittal of funds to a creditor in excess of the total balance due on an account, through rebates of unearned finance charges or insurance premiums, or through amounts otherwise owed to or held for the benefit of the consumer ), the creditor shall : ( 1 ) Credit the amount of the credit balance to the consumer 's account ; ( 2 ) Refund any part of the remaining credit balance within seven business days from receipt of a written request from the consumer ; ( 3 ) Make a good faith effort to refund to the consumer by cash, check, or money order, or credit to a deposit account of the consumer, any part of the credit balance remaining in the account for more than six months. No further action is required if the consumer 's current location is not known to the creditor and can not be traced through the consumer 's last known address or telephone number. ( b ) Account termination. ( 1 ) A creditor shall not terminate an account prior to its expiration date solely because the consumer does not incur a finance charge. ( 2 ) Nothing in paragraph ( b ) ( 1 ) of this section prohibits a creditor from terminating an account that is inactive for three or more consecutive months. An account is inactive for purposes of this paragraph if no credit has been extended ( such as by purchase, cash advance or balance transfer ) and if the account has no outstanding balance. ( c ) Timely settlement of estate debts ( 1 ) General rule. ( i ) Reasonable policies and procedures required. For credit card accounts under an open-end ( not home-secured ) consumer credit plan, card issuers must adopt reasonable written policies and procedures designed to ensure that an administrator of an estate of a deceased accountholder can determine the amount of and pay any balance on the account in a timely manner. ( ii ) Application to joint accounts. Paragraph ( c ) of this section does not apply to the account of a deceased consumer if a joint accountholder remains on the account. ( 2 ) Timely statement of balance ( i ) Requirement. Upon request by the administrator of an estate, a card issuer must provide the administrator with the amount of the balance on a deceased consumer 's account in a timely manner. ( ii ) Safe harbor. For purposes of paragraph ( c ) ( 2 ) ( i ) of this section, providing the amount of the balance on the account within 30 days of receiving the request is deemed to be timely. ( 3 ) Limitations after receipt of request from administrator ( i ) Limitation on fees and increases in annual percentage rates. After receiving a request from the administrator of an estate for the amount of the balance on a deceased consumer 's account, a card issuer must not impose any fees on the account ( such as a late fee, annual fee, or over-the-limit fee ) or increase any annual percentage rate, except as provided by 1026.55 ( b ) ( 2 ). ( ii ) Limitation on trailing or residual interest. A card issuer must waive or rebate any additional finance charge due to a periodic interest rate if payment in full of the balance disclosed pursuant to paragraph ( c ) ( 2 ) of this section is received within 30 days after disclosure.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I made a payment on XX/XX/XXXX which is being reflected on my account but Nelnet wouldnt report the payment and the lower loan balance to the credit bureaus. I have disputed the details of my account and they still did not correct it.
Company Response:
State: FL
Zip: 33444
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: Date XX/XX/23 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX RE : Victim of Identity Theft Dear Credit Reporting Agency, After reviewing my credit report I must inform you that I am NOT responsible for the listed accounts as I have been a victim of identity theft. I XXXX XXXX natural living person have never signed or contracted with Nelnet XXXX XXXX and if any papers with my name on it in wet ink is identity theft and fraud by Nelnet the debt they are attempting to collect on has been discharged by us dept of education .I am willing to file a police report and make this report known to the Federal Trade Commission Please delete the following accounts from my credit report immediately! Dept of Education Nelnet + XXXX acct number Best Regards, XXXX : XXXX Without Prejudice, All Natural Inalienable Rights Reserved
Company Response:
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: NelNet grouped my loans. This negatively impacted my credit. My credit score dropped overnight by XXXX points. I am unsure if this is NelNet or XXXX 's error in reporting.
Company Response:
State: OK
Zip: 741XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: every time i try to lower my payments they always say that they can lower it however they still say that I have to pay around {$300.00} a month. They are not helpful at all before covid they do not lower it no matter how times i speak to a representative.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: i provided nelnet with the documentation they needed to see that they lied to me on multiple occasions and they are still saying i never provided that information which I did. I provided their call history to them and that has the proof that they lied to me
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loan servicer, NELNET, is completely inaccessible right now. Today, XX/XX/23, I attempted to log in via the Nelnet App on my phone, and the app does not work. A screen pops up for me to log in, but then when I entered my credentials, nothing happened, and I am still on the log in page. I also tried to log in via the nelnet website, and am experiencing the same issue. The company is not reachable by phone -- - when i called their XXXX number, there was a message stating that the wait time was well over 30 minutes, and no option to have them call me back. I need to make payment on my student loans, but have no means to access my nelnet account to make this payment, and I am not sure what to do. This is not the first issue that i am having with Nelnet 's online payment processing system either. My other issue is that when a borrower makes a payment that is greater than the minimum payment due, there is supposed to be an option to " not advance the due date '', and while there is a box on the screen showing that option, you can't actually click on it. When i first discovered this issue last year, i called Nelnet ( sorry, i didn't write down that date ) and told them that i did not want my overpayment to advance my due date, but that the button to indicate this on the payment page was not functional. They supposedly manually input that request into my account, but then continued to advance my due date anyway. At this point, my biggest concern is the fact that the company is not reachable to me, their website and app are NOT working, and thus, I have no idea how i am supposed to make my next loan payment.
Company Response:
State: CT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I changed the type of repayment plan on studentloan.org to the one President Biden made recently. The system said something like " because your loan servicer doesn't participate in electronic exchange of information you have to manually print all the documentation out and mail it. '' This causes an undue financial and temporal strain on me. What law allows them to do this?
Company Response:
State: HI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I graduated from the XXXX XXXX XXXX XXXX in XXXX of 2023. I was a XXXX XXXX for XXXX continuous years until graduation. I received federal loans for each semester I was a student. I consolidated several of my loans at one point while being a student. Shortly before graduation my federal loan servicer was transferred from Great Lakes to Nelnet. Since the transfer I have had many issues. Firstly, All my loans were switched from the standard repayment plan ( the default repayment plan ) to an extended repayment plan. I did not request this transfer and I contacted Nelnet. They fixed this issue. Secondly, of the XXXX loans that Nelnet is the servicer for I have various first payment due dates and only XXXX of my loans are in the XXXX month grace period. I have XXXX XXXX XXXX loans, XXXX XXXX XXXX loans, and XXXX XXXX XXXX loans. All of these loans are eligible for the 6 month grace period from the time of graduation and should all have a first payment due date of XX/XX/2023. The XXXX XXXX XXXX loans and the XXXX XXXX XXXX loans have various due dates in XX/XX/2023 while the XXXX XXXX XXXX loans are in the correct grace period with due dates of XX/XX/2023. I have contacted Nelnet XXXX separate times and have been assured they would fix the issue. Each time I have called them they have stated a different reason for the issue and attempted to help correct the issue. The third time I called them they stated the loans were not eligible for the 6 month grace period and they could not fix the issue. Every information I am able to find assures me that all XXXX of my loans are eligible for the 6 month grace period and thus should all have a due date of XX/XX/2023.
Company Response:
State: CO
Zip: 80403
Submitted Via: Web
Date Sent: 2023-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A