Date Received: 2023-03-22
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: XX/XX/2022, I contacted the compay to advise I was impacted by COVID ( owner of business died and my son 's father lost his job as a result. I lost income and was responsible for all bills ). I asked for my options to pause payments and requested a payment pause. In XXXX, I was able to resume payments and found my loan was 120 days past due. When my auto lease was due to be turned in, I was shown my credit score, which was severely impacted by missed payments on my student loans. I contacted the company and made payments. I was told I was only due for XXXX, which is not XXXX due and should not have been marked late prior to XXXX. Additionally, the company sent me text messages saying they are processing a Repayment Discharge. I feel Nelnet 's practices are confusing, as when I make payments, I am unable to see how they are being applied since they split the total into 2 loans. Therefore, when they mark a payment late for credit reporting, it's 2 separate tradelines with negative reporting for the same payment, which is more negative to consumers. The confusing and misleading information communicated by Nelnet is harmful to consumers and has had a huge, negative impact on my credit and ability to secure affordable borrow terms on future credit transactions.
Company Response:
State: MI
Zip: 48236
Submitted Via: Web
Date Sent: 2023-03-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-21
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: Good Morning, In late XX/XX/XXXX, I requested a XXXX forbearance/deferment from Nelnet. I have XXXX XXXX and need to defer the funds from paying for my FFEL student loans to pay for XXXX, appointments, transportation, hotels, recovery, and supplies etc. The catch : I hold a XXXX XXXX XXXX loan with my wife. We were initially told yes! Nelnet can complete a XXXX Deferment for us and sent us the paperwork. A supervisor called us back an hour later and stated No, that we can not qualify for a XXXX Deferment UNLESS YOU BOTH HAVE XXXX!!!! Seriously, I couldnt make this up. She was very nice and understanding, gave us a deferment until XXXX XXXXBUT all the while the interest is accruing exponentially. The PL117-200 law signed by the President as of XX/XX/XXXX allowing us to separate these loans, but have not been given a mechanism to do so via the Department of Education XXXX In the meantime, I was diagnosed with an aggressive XXXX. I am very aware of the Department of Education Appropriations Act, XXXX, Title III of Pub.L. 115-245 I feel that I should be afforded the benefit of my loans NOT accruing interest as outlined in the law. We should NOT BE PENALIZED yet AGAIN for having a Joint Spousal Consolidated loan!!! On top of this, I have a Parent Plus Loan that I will have to resume payment on in XXXX. I imagine I will have to navigate this process yet again.
Company Response:
State: SC
Zip: 29501
Submitted Via: Web
Date Sent: 2023-03-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The student loans I had was discharge on XX/XX/XXXX as " Student Loan Discharge Based on Borrower Defense Evidence '' it was determined that the loan ( s ) you received to attend a school owned and operated by XXXX XXXX XXXX are eligible for full loan discharge. This means the remaining balance on the loan ( s ) will be forgiven. You do not have to make any more payments on the loan ( s ). The letter also stated that my credit report will also be updated to reflect this discharge when it is complete. I called Nelnet in XXXX of XXXX to ask how long it takes to process the discharge information to the credit bureau. Their response was 30 to 60 days. I called Nelnet back in XX/XX/XXXX still not done. I called Nelnet in XX/XX/XXXX to request a status on how long this will take to update the credit bureau with the 0 balance and discharge on the account and was just told again 30 to 60 days and I had my loan officer on the line with me. Because back in XXXX of XXXX I give them the paperwork from U.S DEPT OF EDUCATION. This was still impacting my credit score by XXXX points for my home loan closing that was dated on XX/XX/XXXX. I filed a complaint with the Federal Student Aid on XX/XX/XXXX Case # XXXX - No action was taken. On XX/XX/XXXX I paid off the loan in the amount of {$5300.00}. Nothing has been updated correctly with in the terms of my original case complaint with Nelnet. I was already getting the run around response with the Nelnet Agents when the original case complaint of update my accounts for the borrower defense discharge based on evidence filed. Still in a hasta to get a XXXX specifically down. I paid the {$5300.00} to Nelnet on XX/XX/XXXX. The money was paid through Nelnet the government servicer and received by Department of Education on XX/XX/XXXX " XXXX XXXX ( XXXX ) XXXX confirmed ''. The Nelnet.com system was updated. Now, Nelnet is blaming the government on not updating the system and or DEN account when Nelnet is the servicer of the government. I believe I have given Nelnet applet time to adjust/process and report accurate information on my account. At this time, I feel that my consumer right is beginning violated. I'm requesting an immediate expedite of all my accounts. I have been on multiple calls with Nelnet agents and Managers for the last 58 days. This is my final action before I can file a lawsuit in court. This is accurate and harmful misreporting action by Nelnet.
Company Response:
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Nelnet has been my student loan servicer for many years. I've been consistent with payments. On XX/XX/XXXX my account had been changed to forbearance status. And, it was erroneously marked as past due by {$660.00}. A simple review of my past payment history ( up to date ) would show that this is not true. There'd been no communication from Nelnet about any issues with my account. Other than accidentally skipping my XX/XX/XXXX payment of the customary amount of {$110.00}, I have been up to date. I did not request a forbearance at any point. When I called the Nelnet service center on XX/XX/XXXX about this discovery, the employee was just as baffled by this sudden change and could provide no information. Here, I confess Id flubbed and missed my XX/XX/XXXX payment. But that missed payment should not account for what had been done to my account. And, after consulting two supervisors, the employee could provide no further insights. She did acknowledge that the changes to my account did not make sense ( even in light of the missing XXXX payment ). Further, it was discovered that Nelnet had notified the national credit reporting agencies on or around XX/XX/XXXX about this alleged past-due status and told the agencies my account was 120 days delinquent. My credit scores immediately decreased. I was urged by Nelnet to wait at least a week to receive any response from Nelnet ( either a phone call or other correspondence ) as to how they would fix this. By XX/XX/XXXX I received no response from Nelnet. When I called Nelnet, I was transferred to an associate named XXXX ( Clock ID badge XXXX ) who admitted there was an error committed by Nelnet to my account. She indicated that shed request the forbearance to be removed from my account and that it would " take some time '' for the correction to be communicated to the credit reporting bureaus which are unacceptable. Further, my monthly loan payment amount had inexplicably been changed to {$85.00}. ( My payment has always been {$110.00}. ) No explanation could be given for why my payment was changed to that lesser amount. Again, I was urged to wait for some time to elapse while this count is addressed internally by Nelnet. On XX/XX/XXXX, my account is still listed as in forbearance. Not correct. The amount due is still listed as {$85.00}. Also, not correct. When I called Nelnet on that day, I was told by yet another employee that the forbearance isnt there and it was implied that itd take days for the change to show up on my account. On XX/XX/XXXX, my Nelnet account showed a message that a repayment plan application had been received from me on XX/XX/XXXX. I never entered such an application. This is not acceptable. Further, no info was available as to why these changes had happened to my account in the first place. And, I was told that the credit reporting agencies would not be notified of the correction until the end of the month. To add insult to injury, I've been contacted by credit counselors ( ECMC ) at Nelnet 's urging because my account is delinquent. This is, of course, not true. Even with all this chicanery, I'm still paying my loan. I am not a deadbeat. Im a XXXX XXXX thats diligently protected her credit score. Its very frustrating to have a spurious error committed by an unthinking agency suddenly unravel years of my hard work. Communication with Nelnet has been confusing and not very user-friendly. I've had to put forth considerable effort to try to rectify the issue. All of the communication to do so had to be initiated by me. No communication from Nelnet regarding these issues ever came. No one can tell me specifically why this error happened and what's being done to keep it from happening again. No one has at the very least offered a sincere apology or acknowledged the considerable inconvenience this has caused me, especially with the credit reports/scores. They've created a huge mess with my scores and now I have to spend an incredible amount of time fixing their error. It angers me that they can create this error and take zero responsibility for fixing it and that the onus is entirely on me to manage it. n
Company Response:
State: VT
Zip: 054XX
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, U.S Dept of Education has violated my rights. 15 U.S.C 1681 section 602 A : States I have a right to privacy. 15 U.S.C 1681 section 604 A section 2 : States a consumer reporting agency can not furnish an account without my written instructions.
Company Response:
State: GA
Zip: 30126
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My mother, XXXX XXXX XXXX, took out student loans in my name without my consent or knowledge.
Company Response:
State: OH
Zip: 44122
Submitted Via: Web
Date Sent: 2023-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I attended two Universities. XXXX University where I obtained XXXX XXXX degrees in XXXX and XXXX University where I obtained a XXXX XXXX in XXXX. I do not recall the specific times but I received numerous phone calls and occasional emails to consolidate or " refinance '' my loans. During these periods of time that I was called constantly and asked to sign new loan documents, I was told that because my loans were being consolidated and or refinanced, my payments were suspended. I have learned that I have multiple lates payments during this off and on process of loan consolidation/refinancing. I spoke with Nelnet concerning this but to no avail. I do not know how to find out who was calling and emailing me about the consolidation, refinance because it was a few years ago and I do not have that information. I did was I was told and trusted that what I was being told was accurate and never was I told a payment was due or that I would sustain a late payment or derogatory credit rating during this process. I do not dispute the balance only the late payments. Please help
Company Response:
State: GA
Zip: 30339
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I and many others according to posts on XXXX received an email from Great Lakes Loans that the loans would be transferred to Nelnet. According to federal student aid, they are the same company. The email I received from them states that the account will be closed and a new one opened up. " XXXX : Great Lakes will report your account ( s ) as closed due to the transfer. Nelnet will then open a new account ( s ) with the same total balance for each loan you have, and report your student loan ( s ) to the four nationwide consumer reporting agencies ( XXXX, XXXX, XXXX, and XXXX ). Within 90 days of the transfer, these changes will be reflected on your credit report, and Nelnet will continue to report on your federal student loan ( s ). '' As this is a close old account and open new account situation, this will very likely have a negative effect on my and many other 's credit scores, when in comparison there is supposed to be a name transfer which would supposedly keep the account age intact, and supposed to not impact credit scores, according to the XXXX XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: SD
Zip: 57108
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Companies involved : Great Lakes Borrower Services and Nelnet. XX/XX/XXXX - This is related to another complaint against Great Lakes. Their reply was that this matter was out of their hands since it's Nelnet 's debt. XX/XX/XXXX - I received a paid in full email from Great Lakes. It was a XXXX XXXX. XXXX ref number : XXXX. XX/XX/XXXX - With the Biden loan forgiveness program, I called Great Lakes to look into getting a refund on the below amounts. Refunded Refund ID Reason for Refund {$5300.00} XXXX REFUND BEING MADE DUE TO BORROWER 'S REQUEST TO HAVE FUNDS RETURNED. {$2000.00} XXXX REFUND BEING MADE DUE TO BORROWER 'S REQUEST TO HAVE FUNDS RETURNED. The Great Lakes customer service representative stated that they can refund the account that made the payment, and I would be receiving a " balance '' for that amount, but that was just normal protocol, and I would not have to pay that amount back. XX/XX/XXXX - I received an email which stated that my debt was being sold to Nelnet and the email requested that I setup an account so I could service my debt through Nelnet. I ignored the email since Great Lakes told me that the debt amount was essentially a placeholder, and I did not have to pay it back. XX/XX/XXXX - I received a phone call from Nelnet saying I must sign up for a new account in order to service the debt. I asked why I need an account for a placeholder amount that I don't need to pay back. Nelnet replied and said I have an outstanding balance of {$7300.00} that I would need to pay back pending the outcome of the legislation/appeal related to Biden loan forgiveness plan and the supreme court ruling . I called Great Lakes to clarify, and they confirmed the above from Nelnet. I explained that on XX/XX/XXXX, the customer service representative said the amount does not need to be paid back, to which they replied " we're sorry that they incorrectly explained that to you. '' I would like to have that debt alleviated, if I had known this was the case, I would have just left the debt paid in full and not pursue any type of forgiveness.
Company Response:
State: IL
Zip: 60062
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-16
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My school closed down and my payments went into forbearance and I had been making payment but since I didnt graduate I dont believe I should be responsible for paying the XXXX I have in school loans for that school. I need help.
Company Response:
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2023-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A