Date Received: 2024-01-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: NelNet makes paying back loans unnecessarily and excessively difficult. Their practices are both unfair and deceptive to the consumer. For Example : Although I pay SIGNIFICANTLY more per month than I owe and well more than the interest charged in a given month, I am still, somehow, accruing interest. Further, you can not set up that amount on autopay if you want to pay over the amount due monthly. Instead, you have to log in to make that payment manually. When making that payment, if you want to specify where that payment should go ( which loan, principal or interest, etc. ), you have to call Nelnet to do so. Unfortunately, NelNet 's customer service is so horrendously bad that I have repeatedly sat on hold with them for up to XXXX hours at a time, only to be hung up on by what I assume is the machine before ever talking to a human. They SAY you can specify where your payments go, but in practice, it's impossible to get them on the phone. When you DO get them on the phone, it's clear they are both understaffed and untrained. NelNet representatives have given me incorrect and contradictory information. When I informed them of the correct information, as per their own website, they had no idea what I was talking about.
Company Response:
State: IL
Zip: 60640
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: Received bad information about your loan
Consumer Complaint: I have repeatedly filed complaints with the CFPB and spoke last to " XXXX '' who said he would not close my complaint and it is AGAIN closed. I have filed over 7 complaints against NELNET for gross incompetence, illegal practices, not enrolling me in SAVE, not basing my payment on my AGI and 10 % of my discretionary income and pulling me illegally out of administrative forbearance when they are supposed to keep me in it until they enroll me in SAVE program. They NEVER answer their phone, they have no way to " reply to a message '' in my Nelnet account inbox and there is not way to " send a message '' in my inbox either. I emailed them AGAIN using their " email us form ''. I am begging CFPB to report Nelnet again to the federal government for illegal behavior. THEY HAVE NOT ENROLLED ME IN THE SAVE PROGRAM FOR MONTHS. They have illegally been charging me interest while in administrative forbearance, they keep asking me for the same information over and over despite my having provided it. I work for one employer. XXXX XXXX XXXX XXXX. I get paid twice a month over 12 months. sent this email to Nelnet just now : You refuse to process my SAVE application and this has been ongoing since XX/XX/XXXX. I have reported you to the federal government, filed numerous complaints with the Consumer Financial Protection Bureau and with the Ombudsman. I am a person with a XXXX. You keep charging me illegally and have illegally taken me out of administrative forbearance starting XX/XX/XXXX. This is illegal, as you still have not put me in the SAVE program, so I am supposed to be in administrative forbearance until you place me in the SAVE program. According to federal law, you have to put me in the SAVE program as I qualify for it and you have not. Also according to federal law, you can not charge me more than my AGI and my AGI for the year XXXX was {$68000.00} and the federal government said my payment is supposed to be {$190.00} dollars under SAVE. I demand you immediately place me back in administrative forbearance until you place me in the SAVE program and charge me the 10 % of my discretionary income based on my AGI of {$68000.00}. I have uploaded paystubs repeatedly showing you I get paid twice monthly over 12 months. You continue to ask me for my pay frequency despite this. I am going to get a lawyer and sue your for fraud and illegal activities if you do not immediately place me in the SAVE program I qualify for. I have notified 4 federal agencies and Congress over this and as a person with a XXXX, you are stressing me out and worsening it. I will also join the class-action lawsuit for your negligence to use the information that I have provided to you to enroll me in SAVE. There is no place in my account when I am logged in to send a message, nor to reply to one sent to me on Nelnet. I demand you place the ability to respond to and send messages on Nelnet on my account. Again, it is illegal under FEDERAL LAW to charge me more than 10 % of my discretionary income based on my AGI for SAVE PROGRAM. Action requested : IMMEDIATE RELIEF REQUESTED : Put me back in administrative forbearance until you enroll me in SAVE. Process my SAVE application and enroll me in SAVE. Stop asking me for " employer XXXX '' when I have XXXX employer, XXXX XXXX XXXX XXXX. Do not even attempt to do ANYTHING to my credit report or I will sue you and call a press conference as this is illegal. If you even try to even say I am delinquent on my payments when I am supposed to be in administrative forbearance while you enroll me in SAVE, I will sue you. Stop charging me interest as this is illegal while I am in, and have been in, administrative forbearance due to Nelnet illegally not enrolling me in SAVE. All of this communication has been sent to Consumer Financial Protection Bureau as evidence you have so been told what actions I demand you take and the consequences if you continue to illegally charge me over 10 % of my discretionary income under SAVE. ENROLL ME IN SAVE NOW. Send me the bill for {$190.00} and stop asking me for employer XXXX as I have only XXXX employer and stop asking me the frequency of my pay as I have provided check stubs repeatedly showing I get paid twice a month over 12 months as a teacher. I will not even begin to work on this year 's recertification until they process my application from XX/XX/XXXX, place me in SAVE and send me a bill for the {$190.00} I am legally supposed to be charged. DO NOT CLOSE THIS COMPLAINT NO MATTER WHAT NELNET REPLIES UNLESS THEY ENROLL ME IN SAVE and charge me the {$190.00} the federal government says I owe. Nelnet can not legally charge me whatever they want. They have to charge me 10 % of my discretionary income based upon my AGI which is {$68000.00} for XXXX. They are sending me a bill for 25 % of my take home pay. This is illegal. I can not afford to pay 25 % of my net income for a student loan payment. I have uploaded numerous documents to prove Nelnet has NEVER enrolled me in the SAVE program I qualify for, they have never properly nor legally processed the documents I uploaded as proof I get paid twice a month over 12 months and they are charging me illegally 25 % of my net income I can not afford. They never have enrolled me in SAVE which is illegal.
Company Response:
State: MI
Zip: 480XX
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My Student loan account is on a forbearance, no payment is due while the account is being consolidated. My account is showing a past due amount due for the months of XXXX and XX/XX/XXXX. Please remove the negative credit rating from those two months. No payment is due on this account until XXXX XXXX. My account has never been late, I have never not paid. The account is on a forbearance please correct my credit rating.
Company Response:
State: TN
Zip: 37013
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: -I received a past due notice from Nelnet for XXXX on XX/XX/XXXX. -I checked my banking account and payment posted to Nelnet XX/XX/XXXX XXXX I attempted to call Nelnet and office closed for XXXX XXXX XXXX XXXX I also tried logging on but unable to do so due two tier authentication and no IT due to office closure XXXX I emailed Nelnet on XX/XX/XXXX and got a general email back on XX/XX/XXXX. XXXX I reviewed Student Aid.gov and Nelnet for protocols for resolving this ; none found XXXX I contacted Ombudsman A rep name XXXX advised that website was down and submitted Feedback. XXXX re-directed me to Nelnet XXXX On hold with Nelnet for 1 hour and 14 minutes... still waiting on telephone.
Company Response:
State: FL
Zip: 34232
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: Problem with customer service
Consumer Complaint: I have requested to be put in the XXXX plan and taken out of XXXX on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each time they put me in a different plan and do not take me out of XXXX, but keep pushing my next due date back. My newest due date is XX/XX/XXXX. I'm accruing XXXX of dollars in interest each month that I simply can't afford. I've called them on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX and waited on hold for XXXX hours. Each time they assure me they will fix the issue and process my request, but they never do.
Company Response:
State: MO
Zip: 630XX
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I recieved a 1099-c, for cancellation of debt for the tax year XXXX, and filed it along with my income that yeat, Yet the account is still showing on my credit report, The debt is cancelled and therefor no longer exist and should not remain on my credit report
Company Response:
State: NJ
Zip: 070XX
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: Company : Nelnet. I paid the full amount of one of my loans and the servicer tried to say I still owed XXXXXXXX XXXX of principal. There is no way in their online system to enter an amount larger than what's on screen and there's no way to pay less than {$1.00}. So ultimately, I was unable to add an extra XXXX XXXX to my payment and no way for me to pay only XXXXXXXX XXXX. Yet they are refusing to correct the error or write off the XXXXXXXX XXXX Also failed to answer two customer service emails over the course of a month and then I had to wait on hold for 2 HOURS to speak to customer service about this issue.
Company Response:
State: OK
Zip: 741XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet has refused to properly update my student loan balance on my credit report for four months now, and they flat out refuse to help when I call them. Once again, my credit reports are incorrect, and the only way to attempt to fix them is to waste my time filing a dispute with the credit agencies. It is impossible to get a hold of a representative at Nelnet who can actually do anything to help. It is near impossible to get a hold of any representative at all. They will claim that they are busier than usual, and they are sorry for the inconvenience, but they know darn well that they refuse to hire enough people to handle the job, and train them well enough to do actually do anything remotely helpful. They have no problem wrecking people 's credit scores, as there is no consequences for their actions. This is a scam, and Nelnet does not deserve to stay in business.
Company Response:
State: OH
Zip: 44060
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: Need information about your loan balance or loan terms
Consumer Complaint: Around XXXX of 2022, I made a request to Great Lakes for a refund of the payments made during the Federal student loan payment pause. I received a payout on XX/XX/2022 of these funds, however, my loan balance changed to a number I did not expect. I tried to reach out to the company over and over to no avail. Then the loans were transferred to Nelnet, with this new balance and no ability to view my account history. There is about a {$10000.00} discrepancy between my current balance and what I believe it should be. I was awarded around $ XXXX in students loans during grad school. I finished paying off my old XXXX loan at that time as well. My loan was awarded in 4 payments of around {$7500.00}. I know that I paid at least one back in full as soon as it was received, and then I paid $ XXXXmonth the rest of the time. Even with the refunds from the period of the payment pause where I kept making payment, my balance is still {$10000.00} more than it should be. I didn't think there was anything I could do about this after the lack of response from Great Lakes, but I've recently seen cases of the same thing happening to others.
Company Response:
State: WV
Zip: 26505
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-31
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My student loans date back to before 1989. I deferred payment when I had XXXX children and couldnt make enough money to live and pay student loans. I am XXXX XXXX XXXX and have been repaying the loans for almost 35 years. I have paid back MUCH more than I borrowed and imagine at this point, I have been paying more than $ XXXX for years and have repaid at least twice, maybe three times the amount I borrowed. The service provider has indicated that I STILL owe more than {$22000.00}. The interest I have paid on these loans has been greater than the amount I borrowed and this is grossly unfair. I have repaid the amount I borrowed decades ago. Whatever the amount left, it should be forgiven and determined to be paid in full.
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A