Date Received: 2022-09-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet/Department of Education noted that " I will need to reach out to those services to obtain your payment history. Per the attached information provided regarding loan history and payment history. No one has the payment, full history of, or even the interest rates for the time between XXXX to justify the loan amount. XXXX XXXX XXXX XXXX XXXX to XXXX - XXXX is no longer in business per your words American Student Assistance XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX to XXXX XXXX These companies have no information that I was able to obtain and one is no longer in business. This information should have been provided to the next loan handler when they received this loan back in XXXX, however, they were not. No one can provide me with the full history of this loan so how can The Department of Ed OR Nelnet justify its existence if you don't have all the viable financial information, especially the interest rate of an account that went from around {$7500.00} to over XXXX? Nelnet even took money out of my account when they reopened it back in XXXX and it wasnt noted anywhere.
Company Response:
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2022-09-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Department of Education has many old invalid XXXX XXXX applications, the applications I could not fully fill out due to the Department of Educations online errors and only being able to upload a total of XXXX XXXX to the XXXX XXXX site. So, I applied for XXXX XXXX via certified mail, which was returned and signed by the Department of Education in XX/XX/2002. This Borrowers application I have noted in several areas, from letters to the White House to the CFPB. I even asked when this application would be processed or if they had received it by phone, and they said they have it but arent sure when it will be processed. I have all of my phone audio with this company on voice recorder so I can back up that they have all of this information, BUT there isnt a pending application review on my FSA site ( see attached ). This leads me to believe that the Department of Education will try again to XXXX me out of what I am entitled to, complete forgiveness of my school loans from a for-profit school. CFPB complaint XXXX shows all the attachments I sent by mail for Borrowers Application. ( see attached for reference )
Company Response:
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2022-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Nelnet failed to act on my application for Teacher Loan Forgiveness for over a five month period of time. When I call Nelnet to obtain status on my application I receive conflicting / inaccurate information. Nelnet refuses to provide me email / written communication on the information received verbally over the phone. I have been unable to find any information from Nelnet describing their Teacher Loan Forgiveness process and any communications I should receive during this process. On XX/XX/2022 I faxed my Teacher Loan Forgiveness Application to Nelnet using the following number : XXXX. Upon completion of the faxing process my Fax machine produced a transmission verification report stating the fax result was OK. This means the Nelnet fax machine indicated the fax was successfully received. On XX/XX/2022 I called Nelnet because I had not received any communications from them and I wanted to verify the FAX had been received and was being processed. I talk to a gentleman at Nelnet who confirmed the fax had been received and ask me questions about some dates on the application. These questions confirmed my belief that Nelnet had received my application and was processing it. On XX/XX/2022 I again called Nelnet about my application since I had not received any communications from Nelnet about my Teacher Loan Forgiveness application. I was told by the representative at Nelnet that my application was in process, but they were unable to provide me with any additional information. On XX/XX/2022 I called Nelnet looking for status on my loan forgiveness application. I was told by the Nelnet person that they had looked at my account. They told me that no Teacher Loan Forgiveness Application was ever submitted. I asked to speak with a supervisor. While speaking with the supervisor I was told that the application was found and no action had been taken on the application. I told her of my displeasure with the current state of the application and said I did not want to begin the application process over from the start. Unfortunately the only thing the supervisor did was submit the application to the Nelnet claims department to begin processing. She told me it may take up to two weeks for Nelnet to process. I asked the supervisor for an email or written communications stating the events of XX/XX/XXXX and the current state of my application. I was told Nelnet does not let employees send an email or any written communications. My last request was that I was concerned that because the Department of Education has up to 90 days to act only my application, once it is submitted to them ; I did not want to pay interest on the amount of the loan I am requesting forgiveness. She told me there is a way of coding the application so I would not pay interest of the amount of my student loan I am asking forgiveness on until a final determination on my application was made. I would like this coding applied to my application. I am requesting that Nelnet provide me a full accounting of this incident. I would like a written explanation of the Teacher Loan Forgiveness process. I would like someone assigned at Nelnet to monitor my application and expedite it where possible.
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2022-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My loans were transferred to Nelnet for servicing over the summer of 2022. I set up my account and successfully logged in once. I went back a week or so later and was unable to get in. I reset my password and was able to access my account. About a month later, I tried to log in again, and was not able to. I reset my password again, and was able to log in. Fast forward to today and I can't get into my account AGAIN. Not only are my credentials not working, my verification " picture '' keeps changing and rarely gives me the correct picture. This is making it IMPOSSIBLE to keep up with my student loans and changes to payments/forgiveness due to President Biden 's student loan forgiveness and/or payment deferments. I can't even imagine how difficult it will be to make payments consistently and on time once they start back with this servicer. Of the three or more different servicers I've had, Nelnet is by far the WORST. If I can't do sometime so fundamentally simple like logging into my account how can I possibly trust this servicer with protecting my bank account information and correctly managing my payments?
Company Response:
State: AL
Zip: 35749
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called on XX/XX/XXXX to get a refund for my student loans. Called on XX/XX/XXXX and they still have no updates. Haven't even process the loan. Stating it'll take over 120 days to process it
Company Response:
State: FL
Zip: 33030
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In accordance with the Fair Credit Reporting act XXXX Account # XXXX XXXX, has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose
Company Response:
State: MO
Zip: 63122
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have called Nelnet Multiple times and have requested a refund on my loan payments made during the COVID forbearance. They have not reached back to me after a month and will not answer any of my questions.
Company Response:
State: TX
Zip: 77093
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: NELNET -Requested a refund for XXXX dollars on my XXXX consolidated student loan. Was told 7-10 for it to be approved. Per the CARES act, all payments made after XX/XX/XXXX can be refunded. Now I call and get differing information everytime I call. Sometimes it is the balance will reflect only when the check is issued. Sometimes it is the balance will reinstate and the check will be issued 2-4 weeks after. Would like accurate information and also to have my balance reinstated and also for my refund check to be sent. Thank you.
Company Response:
State: GA
Zip: 31405
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-11
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was in IDR with Nelnet. I filled out a loan consolidation with an IDR uploaded to student aid.gov. I decided to wait to consolidate to make sure I wouldnt lose any credit toward PSLF or IDR FORGIVENESS. Nelnet said that my FFEL loans were due for a new IDR in XXXX. I logged into my Nelnet online account several times and it said that I was currently in the IDR, my payment had been {$0.00}. They increased it, but it didnt show online, because they didnt process the IDR in student aid.gov. It didnt show a payment due online until XXXX of XXXX. They had sent letters, but online should be correct. According to them it wasnt, and the snail mail letters were correct. That makes no sense. Nelnet reported me 90 days past due in XXXX because even though it said that I was still in an IDR, they had raised the payment, and didnt process the IDR sitting in studentaid.gov. Logging in to student aid.gov it said that I was not due for an IDR recertification until XX/XX/XXXX. Nelnet also said on their introduction page that IDR recertifications were extended out another year, besides having completed four of them over the past year. I immediately went in and consolidated my loans sending them to XXXX, then printed off the IDR application that Nelnet sent me, and while filling that out, they said that they received my application for IDR through my consolidation request. The exact same request and IDR application had been filled out in XX/XX/XXXX before the first IDR on my file even expired, and neither chose Nelnet as the new servicer, however both applications alerted them of my application in which the IDR is attached. They had not processed either yet, and my online account still showed that my next payment was not due until XX/XX/XXXX. I had screen shot this in XXXX. When I called and inquired why that was the case if I had not yet sent in the new IDR they sent me, they said they used the IDR application from my request to consolidate and that they had changed it in the system already, but they definitely had not! When they finally did change it, they updated it to read XX/XX/XXXX. Claiming that it was updated to XX/XX/XXXX before they even processed my request, but I have pictures proving that it was like that previously. So, their online account said I wasnt due for a payment, and in the IDR program, but they had increased the payment from the {$0.00} payment and then said I was 3 months late. Then in student aid.gov the system that Nelnet tells you to use in their directions on their site to update your IDR, it said that I was not due until next year, and there was also an application with a new IDR dated XXXX, XXXX. Nelnet reported me 90 days late on 9 accounts dropping me XXXX points on my credit report now! They refuse to fix it and wont budge or accept any responsibility for it, even though I got the last customer service rep after two hours on the phone, to admit that the online account was wrong because she told me that I had to go by the letters, not the online account., because that more accurate. No, its because thats what says what she needs it to say. If it were the other way around she would say the letters were wrong and the online account was right. I had her all twisted up on the phone, trying not to admit their wrong, but they absolutely refuse to fix any of their mistakes. This seems to be the norm for them. I have since consolidated with XXXX and it had been reported back to good standing before it was closed, but the 90 plus day late payment history remains on all nine accounts. Ive disputed them at least 7 times now and Ive filed a report with student aid, which I have not heard back from. Everyone seems to just regurgitate the same information that they get from Nelnet without investigation. I actually disputed all nine of them the same night with XXXX, at XXXXXXXX XXXX on a Saturday night, and received a dispute resolved notice back from them, validating the 90 days late from Nelnet within a half hour of the claims being filed. Clearly there was no investigation done by the credit bureaus. Its a scam, there is no such thing as consumer protection and no investigations have been done. Its whatever the servicer says, and thats written in stone and has just destroyed my credit for the next 7 years, continuing to put me into a class of economic hardships that I cant dig out of. I had just spent the last seven years repairing my credit, and now this is where I am again, in one day. Why would they wait 90 days and then report it? If it was reported at 30 days it would have least been sorted out and saved me such a huge hit on my credit report with the additional 18 missed payments they claim that I have, that I clearly dont. This is how people lose their XXXX.
Company Response:
State: WI
Zip: 545XX
Submitted Via: Web
Date Sent: 2022-09-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My wife and I are the holders of an FFEL Joint Spousal Consolidation loan which was originated in 2006. When we signed the master promissory note for this loan, which, as far as we know, is still the contract for which this loan, it clearly states that if both parties are eligible for forgiveness, the loan will be forgiven. Both myself and my wife are public servants, our employment has been verified as such, and we reached our XXXX required payment for forgiveness under PSLF several years ago. We have been repeatedly denied PSLF with the rationale that joint spousal consolidation loans are no longer given, and can not be separated to be consolidated into a Direct Loan. As you can see in the attachments below, our master promissory addresses this fact, and states that these loans CAN be converted to Direct, and that if both parties are eligible, the loan can be forgiven. The only response we have received regarding this is that the " law '' does not allow joint spousal consolidation loans to be separated. We are NOT looking to separate our loans, we are looking for the forgiveness we are entitled to, both as public servants. Nowhere in our MPN does it state that we are ineligible. If I am being held to this MPN to continue paying these loans, then our loan holder and servicer should be held to the clause that states " if both parties are eligible, than the loan will be forgiven ''. I would like to see the specific law or language that prevents our loan from being evaluated for forgiveness.
Company Response:
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2022-09-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A