Date Received: 2022-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had requested a refund from nelnet on XX/XX/30 which they had approved & since then I have had no contact & no refund from them. As this refund was for {$21000.00} I think it is very disrespectful to move so slowly with no contact with such a large amount of money. During this call they had stated it would take 4-6 weeks to process. As we approach the 6 week mark with no contact I fear they have not made me a priority.
Company Response:
State: VA
Zip: 240XX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I need to get a copy of my Master Promissory Note for my loans, and my lender, Nelnet, does not appear to have a copy of this. I have tried to get them to respond but I have been unsuccessful. There is an option to get this information on the website, but when I go to this section, nothing is there.
Company Response:
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I received a call from someone claiming to be with student loan forgiveness. I did not provide them any information and hung up. The phone number that called was XXXX.
Company Response:
State: MN
Zip: 55044
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX22, I called Nelnet, my loan servicer, requested {$5800.00} in payments made during the COVID forbearance period ( 29 payments ) be refunded, as I will be applying for student loan forgiveness. Customer Service told me my request was submitted to the Solutions team, and review would be complete in 4-6 weeks. All of my peers who also requested these refunds around this time have had their refunds processed and balances reapplied to their loans. I called Nelnet again on XX/XX/XXXX22 to get an update on my refund status, and Customer Service told me my original request from XX/XX/XXXX was not correctly submitted by the previous Customer Service Representative, because they forgot to provide the Solutions team " all necessary information '' regarding my request. So, during this call on XX/XX/XXXX, I resubmitted my request. I just called Nelnet again this morning ( XX/XX/XXXX2022 ), and XXXX, the Customer Service Representative I spoke to, confirmed my request has been acknowledged by the Solutions team. XXXX stated the processing time for these refund requests is now 16 weeks, which would lead into early XX/XX/XXXX2023. Since the COVID forbearance period ends in at the end of XXXX, I will be forced to make payments while Nelnet continues processing my refund request, and while the DOE reviews my student loan forgiveness request, which I can not submit until after Nelnet refunds my payments, in order to ensure my entire balance is forgiven. In sum, I will be waiting an extra four months for my refund and to just apply for loan forgiveness and will have to make payments during that time, all because Nelnet didn't submit my request properly when first called on XX/XX/XXXX/2022. While most other requests made at that time have completed review, I'm unfortunately stuck waiting.
Company Response:
State: NY
Zip: 14221
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I requested to get my student loan refunded back to me with the support of the Care Act. Great Lakes has not refunded my money.
Company Response:
State: CA
Zip: 92105
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX XXXX : XXXX : XXXX XXXX : XXXX NELNET : XXXX : XX/XX/XXXX : XXXX, XXXX and XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX These companies above reported late payments to my credit report. Review below " IN ACCORDIANCE WITH THE FAIR CREDIT REPORT ACT, THIS CREDITOR HAS VIOLATED MY RIGHTS UNDER 15 USC 1681 SECTION 602 STATES I HAVE A RIGHT TO PRIVACY. 15 USC 1681 SECTION 604A SECTION 2. IT ALSO STATES A C0NSUMER REPORTING AGENCY CAN NOT FURNISH AN ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS. UNDER 15 USCS 1666B, A CREDITOR MAY NOT TREAT A PAYMENT ON A CREDIT CARD UNDER AN OPENEND CONSUMER CREDIT PLAN AS A LATE PAYMENT FOR ANY PURPOSE ''
Company Response:
State: FL
Zip: 328XX
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
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: This is a follow up complaint to the original complaint filed with the ( CFPB ) on XX/XX/XXXX. My issue has still not been resolved with XXXX. I have filed 8 disputes on : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX and XXXX is still reporting false and inaccurate information on my consumer report. XXXX has not verified information with The Department of Education or Nelnet because if so my consumer report would reflect and update accurate information. I've called The Department of Education and was told that XXXX has not called them to verify any information about my account and that they would not send another update unless information was not correct so I'm concerned that a investigation has not been completed since The Department of Education has not been contacted. Updated credit information from The Department of Education was sent to all three credit bureaus on XX/XX/XXXX to remove Department of Education account from consumer reports and XXXX has denied receiving update. XXXX has not contacted Nelnet to verify any information or completed an investigation because if so XXXX would not be reporting pays as agreed to an account that I'm in forbearance with until XX/XX/XXXX and have not made any payments to them so this information is false and incorrect. I've sent letters from The Department of Education and Nelnet to XXXX stating this information and they have still refused to update files but have agents telling me to call The Department of Education and Nelnet to update files with correct information. I've called both companies and was told that XXXX would have to call and verify the information with them and XXXX refuses to do so. If the Department of Education would send an update to XXXX to remove from consumer file as XXXX and XXXX have I would greatly appreciate. If Nelnet would send XXXX an update to remove from consumer report until forbearance period is over and I start making payments so that false information reporting would be removed. I'm confused on how XXXX is verifying and conducting investigations if they are not contacting the creditors to see if information is accurate that they XXXX are reporting while closing out disputes as completed without an accurate resolution.
Company Response:
State: NC
Zip: 27406
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Can not get an accurate update as to the status of the refund that was requested as per the XXXX student debt relief plan. All information that has been given is that it is in progress and was initially going to be 4-6 weeks. The latest call ( XXXX ) has changed the estimated time to 65-70 days. XX/XX/XXXX - Initial refund request call XX/XX/XXXX - called for refund status update - in process XX/XX/XXXX - called for refund status update - in process XXXX - called for refund status update - in process XXXX - called for refund status update - no change, now XXXX days
Company Response:
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/22 at XXXX, I sent an email to Great Lakes loan servicer stating I want to request a $ XXXX refund on my student loans that I finished paying off last year. How do I get that process started? Thank you. I then called them around noon on XX/XX/22 to talk to a representative about the same thing. The representative told me that she had submitted my request for the ~ $ XXXX refund and said I would hear back in 30-45 days. On XX/XX/22, I received an email back from Great Lakes stating XXXX XXXX, Thank you for your email. Our records indicate that your concerns may have already been addressed after speaking with a representative. If you have additional questions or concerns, please do not hesitate to contact us. Sincerely, XXXX XXXX XXXX Department Great Lakes Educational Services , Inc. So I assumed that they saw that I had already called about the same issue by the time they were able to respond to my email. It has been over 40 days since my original call on XX/XX/22, so I decided to call again to check on it. I called Great Lakes loan servicer around XXXX today and the representative said that she saw where my request was submitted over the phone but then they received my email and they interpreted my email as I want to cancel my refund. As you can clearly see, it does not say cancel anywhere, only that I want to get the refund process started. I then asked if they could resubmit my request and put me on a high priority list. They said they do not have a high priority list but they did resubmit my request and it will be another 30-60 days before I hear back. I should not be punished for their mistake of misinterpreting my email. They did not do anything extra to make things right with me.
Company Response:
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Requested refund on XX/XX/25, and there is no update. I've tried calling and emailing numerous times, but I have not gotten updates.
Company Response:
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2022-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A