Date Received: 2022-11-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XXXX, XXXX, 2022 I received a letter from Nelnet concerning student loan XXXX. I have been in an income driven repayment plan with Nelnet for years. When asked to recertify on this loan, I was declined. Several reasons were given, several are which not true. Nelnet has stated that I defaulted in this loan. This is not true. My payments have consistently been on time. I have always been able to have a payment based on my income. Now they are refusing to provide assistance concerning this particular loan number.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made refund requests for my Dept of Education held loan on XX/XX/XXXX and XX/XX/2022 from Nelnet as provided for under the CARES act and was told I would receive refunds within 4-6 weeks. On XX/XX/XXXX, my loan balance was not updated on my Nelnet account and I had not received refunds and so called Nelnet for an update as previously instructed and was told that my refunds " were not even processing yet ''. When I asked for a date by which I *could* expect my refunds, the Nelnet representative stated they would take " two more months, but would be completed by some time in XXXX, by end of year ''. When pressed as to why the timeline of 4-6 weeks was given not once, but twice previously, and how the backlog could possibly affect requests made in XXXX when there was no backlog at that time, the Nelnet representative stated the system is overloaded with requests and that processing time has increased. On that same day ( XX/XX/2022 ) I filed a CFPB complaint asking that my refunds be processed by XX/XX/XXXX. On XX/XX/XXXX, as part of their official written response to my CFPB complaint, Nelnet stated that my refunds were waiting on approval by the Department of the Treasury. On XX/XX/XXXX and XX/XX/XXXX I called Nelnet again and was again told they were waiting on approval by the Department of Treasury. On XX/XX/XXXX I called and spoke directly with the Department of Treasury Fiscal Bureau who explicitly denied that the Department of Treasury had ever received refund requests for my accounts and they said that refunds are solely the responsibility of and processed by loan servicers, and the ony approval is by the Department of Education, never the Dept of Treasury. I immediately called the Department of Education Federal Student Aid Office and they confirmed what the Dept of Treasury had said. I then in turn called Nelnet and spoke with a XXXX XXXX in the Nelnet Solutions Department, who reviewed the CFPB response and said that the information in the CFPB response letter from Nelnet was wrong and the Department of Treasury is in fact NOT who approves refunds. XXXX also confirmed that my refund are still sitting with the Nelnet accounting department XXXX weeks after the refund requests were made.
Company Response:
State: OH
Zip: 43204
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, we recently requested a refund on our loan from Nelnet servicer and was promised the process would take 4-6 weeks. However, it has been past this amount and after contacting around 5 times already, the process continues to be pushed back by their representatives. We applied in late XXXX and each representative continues to state a different statement about the status of our request. After our first email, we havent had an email response from this company since the first.
Company Response:
State: CA
Zip: 92708
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have severe mental illness. My spouse is helping me. The form for authorization is attached. It's harming my health to have such issues with these servicers. The stress is causing a list of symptoms. I need help. They arent listening to my spouse either. Issue # XXXX. Got a notice from XXXX that my application for XXXX discharge is being delayed by Nelnet because they spelled my name incorrectly. They wont communicate directly with Nelnet, they said I have to. We tried, and Nelnet refused to investigate the issue or it appears even to read our concerns and sent an auto generated message signed as if a human read and responded when they did not. We tried to remedy this issue three different ways before coming back here to utilize the CFPB complaint portal, yet again, for unethical customer service practices of the student loan servicers. Issue # XXXX. XXXX is trying to charge me for my loans and saying I have payments due even though they have been notified of the XXXX discharge process which is in direct violation of federal legislation. Note : The customer service reps that have responded to these complaints in the past are not allowed to handle my file any longer, they have a conflict of interest because they are a part of the problem and I have direct previous complaints against them on an individual basis. See screenshot for evidence of XXXX charging fees illegally. I have years of history of discrimination by the student loan servicers and US Dept Ed as a XXXX female, and this is my final attempt at resolution to preserve my health conditions from worsening before I officially secure a Federal Civil Rights Attorney. I am serious. This treatment needs to stop. I more than qualify for XXXX discharge and I will receive it, in a timely fashion, and the derogatory information about me and stone-walling will stop or I will file and win in federal court to force it to stop. My XXXX XXXX has reached out to Nelnet multiple times, the XXXX branch of Nelnet seeking help, and literally never even received a response. It is a disgrace.
Company Response:
State: NV
Zip: 89107
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have severe XXXX XXXX. My spouse is helping me. The form for authorization is attached. It's harming my health to have such issues with these servicers. The stress is causing a list of symptoms. I need help. They arent listening to my spouse either. Issue # XXXX. Got a notice from XXXX that my application for XXXX discharge is being delayed by Nelnet because they spelled my name incorrectly. They wont communicate directly with Nelnet, they said I have to. We tried, and Nelnet refused to investigate the issue or it appears even to read our concerns and sent an auto generated message signed as if a human read and responded when they did not. We tried to remedy this issue three different ways before coming back here to utilize the CFPB complaint portal, yet again, for unethical customer service practices of the student loan servicers. Issue # XXXX. XXXX is trying to charge me for my loans and saying I have payments due even though they have been notified of the XXXX discharge process which is in direct violation of federal legislation. Note : The customer service reps that have responded to these complaints in the past are not allowed to handle my file any longer, they have a conflict of interest because they are a part of the problem and I have direct previous complaints against them on an individual basis. See screenshot for evidence of XXXX charging fees illegally. I have years of history of discrimination by the student loan servicers and US Dept Ed as a XXXX female, and this is my final attempt at resolution to preserve my health conditions from worsening before I officially secure a Federal Civil Rights Attorney. I am serious. This treatment needs to stop. I more than qualify for XXXX discharge and I will receive it, in a timely fashion, and the derogatory information about me and stone-walling will stop or I will file and win in federal court to force it to stop. My XXXX XXXX has reached out to Nelnet multiple times, the XXXX branch of Nelnet seeking help, and literally never even received a response. It is a disgrace.
Company Response:
State: NV
Zip: 89107
Submitted Via: Web
Date Sent: 2022-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
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: I am submitting this CFPB complaint to you today to request to you to remove the late payments you are reporting on my XXXX XXXX. The references for the late payment on this account is erroneous and misleading causing negative impact on my XXXX XXXX! I previously requested for the investigation and correction of this account and yet you have done nothing. Let me remind you that you are obliged to investigate and update this account per consumers requests under the FCRA regulation. Once again, I am requesting that you take your time to THOROUGHLY investigate and CORRECT this account to report accurate information on my Credit Report. Per FCRA, reporting of account information must be accurate ; I need this account updated immediately. DEPT OF ED / NELNET XXXX Opened Sep. XXXX, XXXX Balance {$600.00} DEPT OF ED / NELNET XXXX Opened XXXX. XXXX, XXXX Balance {$440.00} DEPT OF ED / NELNET XXXX Opened XXXX XXXX, XXXX Balance {$1900.00} DEPT OF ED / NELNET XXXX Opened XXXX XXXX, XXXX Balance {$3600.00} DEPT OF ED / NELNET XXXX Opened XXXX XXXX, XXXX Balance {$3800.00} DEPT OF ED / NELNET XXXX Opened XXXX XXXX, XXXX Balance {$2100.00} DEPT OF ED / NELNET XXXX Opened XXXX. XXXX, XXXX Balance {$1900.00}
Company Response:
State: FL
Zip: 33714
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am recently XXXX XXXX XXXX classes and have been for the third XXXX and went through and looked at my financial aid money coming in and don't agree with what they're taking from me. They are taking transportation cost and personal expense cost and also living costs. That money should be coming to me each semester and they are taking that instead.
Company Response:
State: OH
Zip: 436XX
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
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 ACCOUNT IS REPORTING INACCURATEINFORMATION IN AREAS ACCOUNT NUMBER, LAST VERIFIED, DATE OF LAST ACTIVITY, DATE REORTED, DATE OPENED, CREDITOR TYPE, PAYMENT STATUSAND LAST PAYMENT. NELNET IS IN VIOLATION OF 15 USC 1681. THE ATTACHMENTS OF THE ACCOUNT IS IN THIS COMPLAINT.
Company Response:
State: FL
Zip: 33311
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I have filed a dispute with XXXX about student loans because of how the change was made on the enrollment form to change my identity in the year of XXXX, The SSN number written on top of the enrollment form is not my handing writing and the student ID number is not the one use in the school.That the reason I know my identity was changed on the enrollment form.I have never given anyone permission to change my identity.I am very competent in understanding when my signature has not been signed electronically or any other form XXXX all information all this came out during the pandemic in XXXX school is now closed according to their website which was located XXXX XXXX XXXX XXXX XXXX XXXX XXXX IL XXXX have been fighting my identity with XXXX for past 21 years because somehow XXXX had in their system my daughter SSN number for me since XXXX, which that should have never occurred because I uploaded the information on those days ; The dispute days XXXXBy law once an account has been deleted it can not be put back on your report the amount of XXXX was deleted on the dates above which was not showing on my report and a letter generated that it did not appear.There was an account with XXXX that the representative stated was a snippet from XXXX after years of fighting my identity with XXXX.By law you can not go back and add an account once it has been taken off.Which you all put it back on my report XXXX XXXX after sending a letter stating that it does not appear on your report On XX/XX/XXXX and you all sent a letter to unfreeze my credit report, which I did not request that to XXXX or any other affiliate of XXXX I only disputed the information on the above dates that are listed.There were two letters generated on XX/XX/XXXX and XX/XX/XXXX that the item does not currently appear on your credit report.Reason I am filing this again is because it was put back on my credit report after it was taken off previously new material has been presented with this inquiry such as my daughters SSN that was generated for me back in the year of XXXX.
Company Response:
State: AR
Zip: 71854
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is a complaint regarding a refund request I made to my loan servicer. My student loans were transferred from XXXX XXXX to NelNet Servicing on or around XX/XX/XXXX. I made XXXX payments to XXXX since XX/XX/XXXX, totaling {$6300.00}. I made XXXX payments to NelNet on XX/XX/XXXX and XX/XX/XXXX for {$290.00}. I have made a total of {$6900.00} in payments to my student loans during the Payment PAUSE. On XX/XX/XXXX, I emailed NelNet requesting a refund of all student loan payments I made during the payment PAUSE. I emailed them the following attached message, which clearly indicates the amount I am due, that I understand the implications of my request, and the request that these payments be refunded by check. They sent an acknowledgment email 23 days later on XX/XX/XXXX in response to my email request. I also called on XX/XX/XXXX, to make this request verbally ( see attached cell phone call history ). I received XXXX refund checks for {$290.00} each, dated XX/XX/XXXX. These are the amounts I paid directly to NelNet. I called NelNet On XX/XX/XXXX and inquired as to why I did not receive the {$6300.00} I had paid to XXXX. They insinuated that it would take months for my payment history from XXXX to come through, which is unacceptable. I asked if there was anything else I could provide, I was told no. I made my refund request 66 days ago. NelNet either is having problems getting my payment history from XXXX, or is not properly processing my request.
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A