Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I sent the following email to Nelnet on XX/XX/XXXX ( over XXXX months ago as of XX/XX/XXXX ) : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Hello, Account : [ XXXX ] Email : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I believe there was an error in my payment activity. I have included the chronological activity of the situation below : XX/XX/XXXX I filed for an Extended Graduated repayment plan. I was informed a decision would be reached within XXXX business days ( est. payment of {$510.00} ) I enrolled in autopay XX/XX/XXXX business days had passed with no response to request to change repayment plan I was billed {$480.00} XX/XX/XXXX I was billed {$510.00} XX/XX/XXXX I filed for an Extended Graduated repayment plan, again XX/XX/XXXX My new request for repayment plan change was approved XXXX business days, the time that Nelnet guaranteed would be the maximum to have my repayment plan approval decided upon, had passed before I was billed for either of the loan payments. I would like to have both of my payments refunded since they were not in accordance with the Extended Graduated repayment plan that I signed up for and I will continue with auto payments according to the repayment plan I was approved for. If it is not possible to refund both payments, I would like to request a refund for the balance difference between what I paid and the Extended Graduated repayment plan payment. Thank you very much for your help and I appreciate you taking the time to assist. Please call me at : XXXX XXXX XXXX if there is anything else that I can help clarify or information that I can or should provide. Regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have not received any communication from Nelnet regarding any of my points, whether email or phone call. I now have {$660.00} due, composed of {$280.00} past-due and {$380.00} current due, neither of the sum-totals nor the grand-total are the amount that is stipulated in my plan. I have just paid the {$660.00} to avoid the ridiculous situation of getting it put on my record for delinquent payment, but not because I agree with the charges. This company needs to be held to the same standard that customers are held to and needs to be fined for the financial burden it is unduly placing upon people. The fact that they charge multiple times per month is a known glitch that is openly discussed on XXXX : From XXXX months ago : XXXX XXXX XXXX From XXXX months ago XXXX XXXX XXXX XXXX Another : XXXX XXXX XXXX Another : XXXX XXXX XXXX Another even more recently : XXXX XXXX XXXX Another who was told by Nelnet directly that they wouldn't be double-charged and then they were : XXXX XXXX XXXX Another : XXXX XXXX XXXX Incorrect totals : XXXX XXXX XXXX Another double charge : XXXX XXXX XXXX That is only the XXXX page of XXXX searches returned when searching for " Nelnet double charged XXXX '' Each of those XXXX threads has a litany of people experiencing the same issue that is shown in the comments, with people pursuing all available options, including waiting on hold for hours upon hours. This is simply criminal. Individual people and small-businesses would be in court for criminal activity if they did the same thing that Nelnet has been doing constantly. The Federal government needs to sort out this absolutely criminal practice that is jeopardizing and sometimes even outright destroying peoples ' livelihoods. Solutions could include a Nelnet refund program, paid with damages and accrued interest per the time it takes Nelnet to refund starting from the date of the double charge, just like how they charge customers ; stopping student loan payments until the company can be auditing for criminal practices with Nelnet to pay the Federal government for the issue that they have caused as being the student loan administrator. There are a plethora of solutions available, all of which are painful for Nelnet, and until any of them are put into effect, it is the student loan borrowers and their livelihoods that are paying the price for Nelnet 's lack of capability, ineptitude, and outright criminal activity.
Company Response:
State: MD
Zip: 20878
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I submitted a claim here for this already, and the company falsely stated that I had to re-apply for XXXX and that I had not done so. In reality, I was already approved to be in the program this year, and i have the documentation to prove it. They state, and I quote : " The XXXX Plan will replace the XXXX Plan. The XXXX XXXX can significantly decrease your monthly payment amount compared to all other XXXX plans. The XXXX XXXX calculates your monthly payment based on your discretionary income and family size. Your discretionary income is the difference between your adjusted gross income ( AGI ) and 225 % of theU.S. Department of Health and Human Services Poverty Guidelineamount for your family size. '' Yet, my payment amount has not changed, ever, even after being accepted in XXXX and therefore I have been falsely mislead. My payments, due to my income and taxes should have been lowered and instead they have always remained the same. The company states they have tried to call me, and unfortunately they have called during really out of the ordinary times ONE TIME. The effort to try and reach me is needless to say insignificant and shameless. I have tried to reach them over 100 times now, and I am always on hold for hours, with no cal returned. Nelnet has my loans but have not been helping me at all despite my efforts. I keep trying to reach a person thru email and phone. Monthly payments have been wrongly calculated and while I was approved for XXXX and I am on a IDR my monthly payment are as high as they have ever been. Nobody picks up the phone or replies to emails and I have been trying for months. Meanwhile the payments are late because they should be half of what they are and Im accruing interest.
Company Response:
State: CA
Zip: 95003
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet have taken over XXXX months period to my deferment, at this point interest been accrued over 200 % as it been XXXX months WITHOUT ANY progress done by Nelnet. Payment processing taking over 5 days to complete yet interest accrued EVERYDAY. Have called them MULTIPLE time to address this issue regarding my application for SAVE plan and IDR processing time without any adequate respond. Why am I bother paying taxes for these kind of service.
Company Response:
State: PA
Zip: 19145
Submitted Via: Web
Date Sent: 2023-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called Nelnet on XX/XX/2023 and used the option to have a call back. I received the callback at XXXX MT and after stating what I needed from the agent put me on hold and then after 5 minutes hung up on me. I already waited 40 minutes to receive the call back and have already struggled with Nelnet customer service and hold times in general. I want someone to call me back and solve my issue. At this rate Nelnet should be fined for the incompetence
Company Response:
State: CO
Zip: 80005
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: In XX/XX/XXXX I applied for the XXXX repayment plan for my direct student loans through studentaid.gov. My servicer is now Nelnet. I didn't get a response on the decision until XX/XX/XXXX with a letter stating my IDR was approved and I should be placed on the XXXX XXXX beginning XX/XX/XXXX. This did not happen. Nelnet instead placed my direct loans into an Income Contingent repayment ( XXXX ) plan without my consent or knowledge. I emailed Nelnet twice asking for a correction after I discovered this and was told on XX/XX/XXXX that yes, I was approved for XXXX and XXXX would reprocess my XXXX application. On XX/XX/XXXX I called to check the status and was told they were still working on it since it would take up to 30 days. I was told once it was reprocessed, the XXXX plan would be retroactively effective XX/XX/XXXX and any interest accrued would be adjusted. I received no communication from Nelnet and no changes were made to my loans, so I called them on XX/XX/XXXX. There was alot of confusion as to what had been done to my IDR application and it was discovered that my original XXXX approval had been canceled and I was then put on the XXXX plan. No explanation was given for why this happened and Nelnet would not reinstate the XXXX plan I had been approved for back in XXXX. I confirm the info on my original XXXX application and was told they would process it again but not with the XX/XX/XXXX start date. They offered no other solution to me and said it would take at least XXXX weeks to process again. Meanwhile interest continues to accrue on my loans at an incorrect rate because they are still in the XXXX plan that I did not request or consent to,
Company Response:
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX student loans were transferred to Nelnet in XXXX. Total is near XXXX and my fresh start save application was approved prior to the transfer. Nelnet made up a loan I do not have for XXXX and growing on my credit report XXXX per month. I do not have A loan in that amount. Nelnet and XXXX did not do their due diligence as required by law. Screenshots from my account on both the lender and servicers portal .They report XXXX originally XXXX and now owing XXXX with interest accruing for 240 months. My loans are are not consolidated. I lost a car loan in XXXX due to this and was denied credit specifically due to my monthly obligation and utilization. Approved 15 days before. This went on and ruined it. I want it fixed. I expect compensation either voluntarily or in small claims court
Company Response:
State: OH
Zip: 44512
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have several federal loans managed by Nelnet. During XXXX of XXXX, I applied for an XXXX plan, REPAYE. It was approved by XXXX of XXXX. In XX/XX/XXXX, I applied for the XXXX plan, and sent Nelnet subsequent information on XX/XX/XXXX. The XXXX application has been processing ever since, being continually delayed. In the meantime, loans have been moved to several different repayment plans without an obvious reason, resulting in extensive increases in the total balance due to high interest rates. I have attempted to contact Nelnet several times in recent months. At one point, the customer service chat and email service was disconnected, meaning that calling was the only way to contact them. With a wait-time of up to 7 hours each time I called, I was unable to reach an employee. As of XX/XX/XXXX, I am unaware of the status of my loans, other than that the interest continues to rise, despite qualifying for the XXXX repayment plan via the federal student loan management website. Some information on the website is contradictory, specifically repayment due dates and dues. Please see attached screenshots for more information.
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I had to pay {$100.00} in XXXX, as I was on an income based plan. Then administive forbearance until XXXX. When I am checking my account now, it says in in the standard plan and it'll be over {$600.00} a month, which I can not afford. I've reached out via email and have not got a reply, and the phone number they give has an unreasonable wait time.
Company Response:
State: MI
Zip: 48335
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/23 I requested a refund of payments made during the COVID-19 payment pause in the sum of {$77000.00} from Nelnet. In XXXX Nelnet transferred my loans to XXXX. Both companies claim the other is responsible for this refund. Both companies also claim I am still to be making payments to both of them.
Company Response:
State: GA
Zip: 30506
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-28
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I transferred my student loan from NelNet to XXXX. Nelnet is a XXXX balance. XXXX now has the loan. I am showing the full balance from NelNet on my credit report. NelNet is saying that their credit reporting is valid and accurate in a letter that was sent to me and its not. I filed a complaint with Nelnet, all three credit bureaus, and Department of Education.
Company Response:
State: MO
Zip: 63114
Submitted Via: Web
Date Sent: 2023-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A