Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet - Loans transferred from Great Lakes -Nelnet website is failing to process payments ( as seen online, this issue is effecting multiple people using Nelnet ) and refusing to resolve the issue -When entering valid bank information ( triple-checked ) and attempting a payment, they will show the payment in processing but then say the bank failed the payment >>When checking with my bank, they said there was zero indication a payment was ever received or attempted >>Customer support wait times are around ~2 hours and millions of borrowers are incurring late penalities as a result >>When calling Nelnet, they refuse to escalate this issue and will put you on hold for hours on end and never pick back up >>When attempting to escalate, reps will intentionally divert you to hold till you hang up Nelnet is potentially intentionally making it impossible to make payments so that millions of borrowers incur further interest and late penalties that they can gather on. There customer service line is abysmal and makes it so few callers can get through and those that do are intentionally ignored or put on hold for hours on end till they give up and hang up.
Company Response:
State: CA
Zip: 90034
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet XXXX They just out of nowhere told me it was time to repay weeks before repayment. Which they were wrong because I was in deferment from when it was still Great Lakes. I tried my hardest to sign up with their website to fix things and couldnt get an account made. Then I called and the wait time was hours long. Made an attempt to email and it was just automated XXXX. They have done nothing to help and I wont even be able to make payments because XXXX cant even access the page or make an account. I will file a lawsuit if I have to.
Company Response:
State: OH
Zip: 436XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: This complaint is about my XXXX XXXX loans with Nelnet.. The amount of the payment is not taking into consideration the High Cost of Living and paying other bills. Interest is climbing faster than I will ever be able to pay off. I am not getting any assistance from Nelnet to resolve the issue. My wife 's income is being calculated when trying to refinance, or consolidate. She is not my daughter 's mother and was not in my life when the student loans were taken out. I would like these loans to take into consideration all these factors and have the payments and/or interest reduced.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was alerted in 2022 that my student loan servicer was being changed from XXXX XXXX to nelnet. I created a login/account and was able to successfully login. I didn't take any action at this time because payments were not scheduled to begin. Months in advance of the XXXX payment restart, I logged in and entered my banking information and set things up for auto-debit starting with the XXXX payment. A few days before XXXX I logged in and confirmed that this payment was scheduled to be auto-debited from my bank account. On Monday XXXX I logged in to see if there was any payment activity. I was surprised to see that my loans were shows as " past due '' and there were no pending payments. I checked my bank and there was no debit for the payment. I tried calling in to the support line and after hours on hold was unsuccessful in reaching anyone. On Tuesday XXXX I checked again and was still showing past due with no pending payments. I tried calling in again with XXXX success. So I went ahead and made a manual payment online. On Wednesday XXXX I checked online and still it showed no payments were pending. However, my Bank also processed the auto-debit in addition to my manual payment. Luckily I had enough in my checking account to cover both payments. It took another several business days for the payments to post to the account ( XXXX XXXX ). The XXXX and XXXX payments pulled within XXXX business days of the XXXX, but again there was no activity in " pending payments '' and it showed as past due. The same thing happened this month. Showing past due, it shows I have no pending payments, and XXXX success trying to reach anybody at nelnet. This morning I see the payment has hit my bank account, but on nelnet I'm still showing past due and there aren't any payments pending. Based on my remaining loan balances, this is going to be a long-term relationship and I can not see a path where this is workable/ethical in the long-term. I know having a functional loan servicer is possible. XXXX XXXX was great. If I did have a question or issue I could EASILY get someone on the phone. It has been 4 months and there has been XXXX movement on any of these issues. The functionality of the website appears to be from the early aughts. This is absolutely ridiculous. I am trying to do my part in repaying my loan and am struggling here.
Company Response:
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: NelNet is the servicer for my student loan from law school. I made a large payment ( almost {$15000.00} ) to satisfy the remaining balance on my final loan. There is no record on my NelNet account and customer service representatives have told me there is no record of the payment despite NelNet withdrawing the total funds from my savings account over XXXX weeks ago. I have called customer service twice and written an email as directed, but the situation is not resolved. I believe NelNet has acted with, at best, gross negligence, and at worse fraud, in servicing and processing my loan.\ On XX/XX/XXXX I scheduled a payment for {$14000.00}, the effective date of the payment was XX/XX/XXXX. On XX/XX/XXXX the funds were automatically withdrawn from my personal savings account. This is the account from which I have made all payments to NelNet in the past. These funds have never been returned to me. On XX/XX/XXXX I called the NelNet customer service line because I realized the funds have never been applied to my account, and there was no longer any receipt of the funds in my payment activity portal ( previously, it listed the payment, and described it as " pending '' ). The representative I spoke with said she could " see '' the payment on her end, and emailed me a confirmation of payment receipt. See attachment XXXX. She instructed me that if the payment had not processed by the new year I should call again. On XX/XX/XXXX I called NelNet customer service because the payment has not yet processed. I was informed there was no record of my payment and no record that NelNet received the funds. The same day I emailed a customer support email address. The situations is still not resolved.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: There are five ( 5 ) issues with my Nelnet account. 1. My Nelnet application was processed on XX/XX/XXXX. Any forbearance from that time period should have had interest accrue at a 0 % interest rate. See attached document entitled " Biden-Harris Administration 0 % Interest, '' relevant part has been highlighted. 2. I have not received any monthly statements from Nelnet since XX/XX/XXXX. See attached document entitled " XXXX XXXX XXXX XXXX XXXX. '' 3. My current status is incorrect as it falsely claims that I am in school. See attached documents entitled " XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX '' and " XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX. '' 4. My " payments will begin in '' date keeps changing. It has shown me XXXX XXXX, XXXX XXXX, and XX/XX/XXXX all within the same day. See attached documents entitled " XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX, '' " XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX, '' and " XX/XX/XXXX XXXX XXXX. '' 5. Repeated calls to be removed out of administrative forbearance have been ignored. I am currently ( as of XX/XX/XXXX ) in forbearance. I have waited over two hours per call for no resolution.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/XXXX I went to make a final payment on my loan of {$5300.00}. For each of the two days afterwards I checked the Nelnet site for my balance. The payment was still processing, and the interest on the amount, {$5300.00}, was still accumulating. So now the final amount was up to about {$5400.00}. This caused some worry in me, but I waited until the payment finalized on XX/XX/XXXX, and now Nelnet showed the balance as {$0.00} and the loan as 'Paid in Full '. As an extra measure I kept checking each day for a few days afterwards and the amount stayed the same ( as {$0.00} and 'Paid in Full ' ). Fast forward to XX/XX/XXXX I check the website again and now the balance Nelnet is showing is up to {$35.00}? I am furious seeing this but I decide to use their site 's payoff calculator and schedule a payment for XX/XX/XXXX as the amount Nelnet showed for that day ( XX/XX/XXXX ) as {$35.00}. So now I am paying them an extra {$35.00} after their site showed for a week that I already paid my loan in full. I have contacted Nelnet asking for information about this matter but I am getting no response from them regarding this issue. I do not want this cycle to keep repeating itself when I have paid in full what I owe already. Thanks for reading!
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hi, as information on when payments would need to begin on the student loans associated with my XXXX XXXX at XXXX XXXX XXXXXXXX came in, I tired to log in to my account, and I could access the information from my XXXX XXXX loans, but when I followed the instructions on trying setting up a new account to access information on my more recent loans, it said that the information was not available and that I had to wait for a new website to be created. I checked back on this in XXXX and reset my password, and still could not gain access. Now it appears there is a new website, but when I attempt to log in it requires two factor authentication. When I provide that authentication, it cycles me back to the original login page, so I just keep repeating the process. This would be the second time that Nelnet has refused to allow me to make payments, and the first time dropped my credit score by over XXXX points for the seven year period it took for them to drop off, and they refused to work with me on retracting credit filings despite full repayment as soon as the issue was discovered. Nelnet also seems to be obscuring the amounts paid and required. The functional operation of this company makes it clear that they attempt to keep simple, straightforward information opaque so that they can fraudulently capitalize on late fees, additional interest or just inflated amounts owed by borrowers. It is incredible to me that they are still in operation, this company is supposed to be facilitating higher education and the betterment of people 's situation but they are so incompetent that they either can't figure out how to provide access to basic information for the loans they are servicing, or they are so corrupt they intentionally keep it hidden. Their customer services is a joke too, they have broken systems and require busy people to wait hours on the phone for a customer service representative that can not actually fix their issue. I still haven't even been able to update my phone number.
Company Response:
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: 1. Nelnet lied to me and said consolidating my loans would not affect the time that had tolled towards forgiveness under the IDR plans. I have paid on my loans since XXXX and thanks to Nelnet, now they are all reset to be paid on for another 25 years. My loans were going to be forgiven in 13 years before Nelnet illy advised me. 2. Nelnet convinced me to consolidate my loans so that all of my loans would benefit being under the SAVE Plan. Upon consolidation, they reached out once saying my IDR application is in progress. My statements say I owe XXXX dollars a month now and my application status hasnt changed or been updated since XXXX. When you call them, you get someone who tells you to relax and that even though theres no record of your IDR application on Nelnet website, that they are just busy. Keep in mind it takes about 2 hours to talk to someone who has no idea what they are talking about. They are just trying to calm people down, not resolve anything. 3. As it stands, all of my emails about the status of my IDR application have been answered with generic responses that say stuff like : we might place you on an administrative forbearance, so dont pay attention to our emails saying you owe {$2000.00} on XX/XX/XXXX. 4. Nobody at Nelnet can tell me the status of my IDR application that I submitted in XX/XX/XXXX. Nelnet customer service continues to lie and tell me that once my IDR application is complete, the time that I have paid from my loans for the last 12 years will be taken into consideration, I dont believe this is even possible. 6. Nelnet continues to lie and say that there is no action needed from me at this time all the while, they are assuring me that my IDR application is in progress and they should put me on admin forbearance until the application goes through. 7. At the same time they send me emails that say my payments that arent under any IDR plan, are due. 8. On Nelnets website there is no record of my IDR being in progress. They acknowledge it, and I did submit it. I verified This on the government website.
Company Response:
State: OH
Zip: 45429
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I work for the XXXX XXXX and earned a student loan payment incentive for a net amount of {$8400.00}, which was paid to nelnet on XX/XX/XXXX. On XX/XX/XXXX, nelnet posted XXXX payments on my account for {$5200.00} and {$230.00}, totalling {$5400.00}. The other {$3000.00} was missing. I waited until XX/XX/XXXX to call and spoke with a representative who indicated they didn't know which of my loans I'd want the other {$3000.00} applied to so they didn't apply it ( or contact me to find out what loan to apply it to ). During the XX/XX/XXXX call, the worker filled out a form E and requested my {$3000.00} be applied to my highest interest rate group and informed me they would process that and allocate the payment. On XX/XX/XXXX I called again. The worker indicated an E form was submitted on XX/XX/XXXX to reflect where to apply the rest of the payment. The worker indicated it would take up to 6 weeks to be finalized from the XX/XX/XXXX date. The worker did not understand my questions about getting additional credits towards accrued interest in the time that it took Nelnet to apply the large payment they should have applied on XX/XX/XXXX with the rest of the money they received ( as of today 's date, XXXX weeks of accrued interest on {$3000.00} ). There is still no resolution and its been over 8 weeks since I placed the call on XX/XX/XXXX. I want my {$3000.00} payment applied and back interest for the XXXX weeks of capitalized interest on my loan.
Company Response:
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A