Date Received: 2022-07-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I am still awaiting feedback from the complaint I submitted with XXXX on my credit score. It's been over 60 days since XXXX 's initial response on this complaint filed here and I have not heard anything back, nor has anything been addressed as to why my credit score dropped XXXX points without a reason. There is still an ongoing problem with Great Lakes student loan servicer either not reporting my payments to XXXX, XXXX, and XXXX, or with these credit bureaus not updating the loan status on my credit reports. The loan balance has not been updated since I made a payment on XX/XX/XXXX. This is an ongoing issue. The balance on my Great Lakes loans was {$8800.00} on XX/XX/XXXX. On XX/XX/XXXX, the balance was {$8600.00} and as of today, the balance is still being reported at {$8800.00}, as of XX/XX/XXXX. As of today, the balance is {$8600.00}. This results in an old past due student loan from Nelnet never falling off of my credit reports, keeping my credit score from improving. The last past due/missed loan payment occurred in XX/XX/XXXX, and the Nelnet loans have been paid off since XX/XX/XXXX. I want these issues resolved as I am trying to restore my credit score to what is was prior to the XXXX point drop back in XXXX XXXX. Thank you.
Company Response:
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Re : Account XXXX : XXXX I would like to make arrangements to settle the above referenced matter. Please provide me with your statement of the amount owing as of XX/XX/2022 together with your assurance that you will accept payment in direct and immediate exchange for the original instrument of indebtedness in its original form. Each financial institution has an obligation to respect the privacy of its customers and to protect the security and confidentiality of the customers nonpublic personal information. NelNet reporting information on me to any consumer reporting agency and transferring my nonpublic information without my consent is a breach of this privacy obligation policy. Because no consent was made, this is a form of fraud/identity theft. NelNet has failed to protect my nonpublic personal information which has resulted in substantial harm to my creditworthiness, credit standing, my general reputation of consumer and has inconvenience me with moving forward with my life. NelNet shall promptly notify all consumer reporting agencies of the inaccurate information and provide to the consumer reporting agencies any corrections to that information which should report all late payments from LATE as PAID AS AGEED. I am also aware that NOTHING under the Fair Credit Reporting Act requires a financial institution to furnish negative information. I am also aware that an original instrument should have provided to me which I have yet to receive. If NelNet did in fact, send me my original instrument of indebtedness in its original form, please provide those documents as well. Per the Freedom of Information Act, NelNet has 15 days to respond. If any of the above information I requested can not be proven or NelNet is unwilling to provide this information, this account must be UPDATED on my consumer report from LATE and PAID AS AGREED immediately to prevent further harm to me and my financial reputation. It is my belief that NelNet is engaging in unlawful extortionate means to collect on extensions of credit. Reporting inaccurate information on me without my consent and demanding I pay an alleged debt is a form of extortion. What lawful authority do you have to violate my right knowingly and willingly to privacy with forethought and malice?
Company Response:
State: GA
Zip: 30720
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-04
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I don't think missed payments should show up for my student loans. I have gone through XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I was not able to update my information or to communicate with the loan servicer as I was experiencing significant impairments from XXXX XXXX. Not long after I first started to need to start payments or do other options to keep the account in good standing, I was civilly committed to the state hospital in a locked facility with limited means for communication outside of the facility. I also don't believe I should have to pay the loan because I wasn't given the services I need by the school 's XXXX XXXX XXXX XXXX office. I requested assistance in various things and I even gave them a full doctor 's report from a thorough neuropsychological evaluation I tried to continue trying to communicate with their office but the administrator for it was changed and there was an interim replacement. But besides finding out the staff changed I never was able to get a response or any kind of communication with them after that. I ended up getting no assistance for my XXXX and I failed my classes and dropped out after the first semester.
Company Response:
State: MN
Zip: 55068
Submitted Via: Web
Date Sent: 2022-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: Because I have a consolidated spousal school loan with my ex-spouse, we are not able to refinance to a direct loan and therefore can not take advantage of the PSLF. We have attempted to convert to a Direct Loan and were denied because Joint Consolidated Spousal loans do not qualify. This causes additional hardship in that despite the President and Secretary of Education announcements for my FFEL this loan does not qualify for the waiver or for PSLF.
Company Response:
State: CO
Zip: 80033
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX and XX/XX/XXXX I advised Nelnet that several of the loans are showing as open and should show closed/paid. On XX/XX/XXXX XXXX and her supervisor, XXXX, advised that they correct ALL of my accounts to show paid/closed as of XX/XX/XXXX. I waited 45 days and have checked my credit reports and all of my credit reports show two accounts as open and that is incorrect.
Company Response:
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: US DEPT OF EDXXXX, XXXX, and XXXX Are breaking the law as I did not provide the companies listed with permissible purpose for reporting STUDENT LOANS ACCOUNT XXXX to my credit. Congress has limited the use of consumer reports to protect consumers ' privacy. all users must have permissible purpose under the Fair Credit Reporting Act to obtain a consumer report. Section 604 contains a list of permissible purposes under the law. ( FCRA sections in the U.S. Code, 15 U.S.C. 1681 et seq. ) These are : As ordered by a court or a federal grand jury subpoena. Section 604 ( a ) ( 1 ). As instructed by the consumer in writing. Section 604 ( a ) ( 2 ). For the extension of credit because of an application from a consumer, or the review or collection of a consumers, account. Section 604 ( a ) ( 3 ) ( A ). For employment purposes, including hiring and promotion decisions, where the consumer has given written permission. Sections 604 ( a ) ( 3 ) ( B ) and 604 ( b ) for the underwriting of insurance because of an application from a consumer. Section 604 ( a ) ( 3 ) ( C ). When there is a legitimate business need, in connection with a business transaction that is initiated by the consumer. Section 604 ( a ) ( 3 ) ( F ) ( ii ). To determine a consumer 's eligibility for a license or other benefit granted by a governmental instrumentality required by law to consider an applicant 's financial responsibility or status. Section 604 ( a ) ( 3 ) ( D ). For use by a potential investor or servicer, or current insurer, in a valuation or assessment of the credit or repayment risks associated with an existing credit obligation. Section 604 ( a ) ( 3 ) ( E ). For use by state and local officials in connection with determination of child support payments, or modifications and enforcement thereof. Sections 604 ( a ) ( 4 ) and 604 ( a ) ( 5 )
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: US DEPT OF EDXXXX, XXXX, and XXXX Are breaking the law as I did not provide the companies listed with permissible purpose for reporting STUDENT LOANS ACCOUNT XXXX to my credit. Congress has limited the use of consumer reports to protect consumers ' privacy. all users must have permissible purpose under the Fair Credit Reporting Act to obtain a consumer report. Section 604 contains a list of permissible purposes under the law. ( FCRA sections in the U.S. Code, 15 U.S.C. 1681 et seq. ) These are : As ordered by a court or a federal grand jury subpoena. Section 604 ( a ) ( 1 ). As instructed by the consumer in writing. Section 604 ( a ) ( 2 ). For the extension of credit because of an application from a consumer, or the review or collection of a consumers, account. Section 604 ( a ) ( 3 ) ( A ). For employment purposes, including hiring and promotion decisions, where the consumer has given written permission. Sections 604 ( a ) ( 3 ) ( B ) and 604 ( b ) for the underwriting of insurance because of an application from a consumer. Section 604 ( a ) ( 3 ) ( C ). When there is a legitimate business need, in connection with a business transaction that is initiated by the consumer. Section 604 ( a ) ( 3 ) ( F ) ( ii ). To determine a consumer 's eligibility for a license or other benefit granted by a governmental instrumentality required by law to consider an applicant 's financial responsibility or status. Section 604 ( a ) ( 3 ) ( D ). For use by a potential investor or servicer, or current insurer, in a valuation or assessment of the credit or repayment risks associated with an existing credit obligation. Section 604 ( a ) ( 3 ) ( E ). For use by state and local officials in connection with determination of child support payments, or modifications and enforcement thereof. Sections 604 ( a ) ( 4 ) and 604 ( a ) ( 5 )
Company Response:
State: MI
Zip: 48180
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am writing to file a second Complaint with the Consumer Financial Protection Bureau ( CFPB ) against Nelnet because it is clear Nelnet did not fully review the Complaint and Request for a Refund that I filed with the CFPB on XX/XX/XXXX ( Complaint Number XXXX ). Instead, on XX/XX/XXXX, Nelnet provided a wholly deficient response to my CFPB complaint that relied on an incorrect reading of Nelnets auto-debit agreement to falsely claim I was not eligible for a refund after Nelnet improperly processed an auto-debit payment of {$120.00} on XX/XX/XXXX, while my Nelnet account ( No XXXX [ REDACTED ] ) was in a brief forbearance pending consolidation to XXXX XXXX to benefit from complete loan forgiveness under the Public Service Loan Forgiveness ( PSLF ) program. Nelnets failure to adequately address the Complaint and process a simple refund of {$120.00} is unacceptable. Moreover, the fact that Nelnet is going to extreme lengths to not only harm borrowers and deprive them of their rights under both the forbearance and PSLF programs but also to provide the CFPB with false and incorrect information in its response to complaints should be of grave concern to the CFPB. Specifically, Nelnets response to my CFPB complaint stating that it can not honor your request for a refund because requesting a forbearance constitutes a change or cancellation of auto debit and that [ b ] ased on the terms you agreed to under the auto debit program, we must receive a request to change or cancel an auto debit payment up to three days prior to the scheduled payment is simply wrong for the following reasons : ( 1 ) I DID NOT initiate a change or cancellation of my auto-debit ; rather, I initiated a forbearance, which is a separate and distinct process available to borrowers ; ( 2 ) Prior to placing my account in forbearance, several Nelnet representatives advised me that the ONLY way to stop the XX/XX/XXXX, payment from occurring was to place my account in forbearance because it was too late to initiate a change or cancellation of auto-debit ; Nelnets advice comports with the plain language of Nelnets auto-debit agreement and FAQs available on its website; ( 3 ) Nelnet, through its internal controls , was obligated to stop the auto-debit from occurring during forbearance, which it failed to do ; ( 4 ) Nelnets response to the CFPB contradicts the plain language of Nelnets auto-debit agreement, FAQs on their website, and numerous oral statements made to me BEFORE AND AFTER the auto-debit occurred on XX/XX/XXXX, none of which state that a forbearance request is required to be initiated three days in advance and, in fact, clearly state that auto-debit will not occur during forbearance or deferments ; ( 5 ) I did not sign an auto-debit agreement with Nelnet because, when my loans were transferred from another servicer in XXXX, the auto-debit also transferred without any action on my part ; and ( 6 ) Although Nelnet initially provided the same baseless excuse to me as it did to the CFPB for denying processing the refund ( on XX/XX/XXXX, in response to the first request for a refund that I initiated on XX/XX/XXXX ), subsequent communications with Nelnet have acknowledged that I am entitled to a refund, including by XXXX supervisors following triple-escalation of my calls, one of which occurred after I filed the CFPB Complaint on XX/XX/XXXX, and before Nelnet responded to the CFPB Complaint on XX/XX/XXXX. See Exhibits A ( Chronology ) and B ( Nelnets Auto-Debit and Forbearance Information ). Accordingly, I hereby ( 1 ) file a second Complaint against Nelnet for improperly processing an auto-debit payment of {$120.00} on XX/XX/XXXX, while my Nelnet account XXXX No. [ REDACTED ] ) was in a brief forbearance pending consolidation to XXXX XXXX and ( 2 ) document my Request for a refund of {$120.00} to resolve the Complaint, which has been outstanding since XX/XX/XXXX, and can be accomplished consistent with the instructions provided by XXXX XXXX to Nelnet during a three-way phone call on XX/XX/XXXX. Specifically : Nelnet failed to stop the XX/XX/XXXX, payment of {$120.00} from debiting from my bank account after I placed my Nelnet account containing one FFEL loan in a brief forbearance due to a pending Direct Loan Consolidation to XXXX XXXX. The consolidation is required to benefit from PSLF under the Limited Waiver. Because I expect to receive full forgiveness under PSLF I am well above the 120 qualifying payments required it made no sense for me to pay the XX/XX/XXXX, payment when it could be paid off by instead first by the pending consolidation and then forgiveness under PSLF. As detailed in the attached Chronology, Nelnets failure to stop the auto-debit was done in contravention of numerous statements Nelnet made to me both orally and in the plain language written on their website regarding forbearance and auto-debit which make clear that forbearance stops auto-debits from occurring. Nelnet continues to promise and only to then later refuse to issue me a refund of {$120.00} for the XX/XX/XXXX, payment that was improperly debited from my bank account during forbearance. As detailed in the attached Chronology, I have made diligent, repeated requests to Nelnet, beginning on XX/XX/XXXX, to process a refund. Despite multiple assurances that Nelnet would process the refund request, repeated assurances that a refund could be issued to me even after the new consolidation loan paid off the loan serviced by Nelnet, and supervisor authorization ( including following a triple escalation on XX/XX/XXXX ) and assurances of the above points, Nelnet has intentionally delayed processing the requests and given various excuses for denying issuance of the refund to me. Although Nelnet has more recently said that it can not process the refund despite Nelnets errors because the loan has been paid off, the truth is that servicer-to-servicer adjustments can be made months or even years after a loan has closed, a fact confirmed by multiple Nelnet representatives as well as XXXX XXXX. Nelnet has engaged in predatory bait-and-switch practices that are deceptive and contrary to my best interest as a borrower. Nelnet has repeatedly used tactics that are harassing, dishonest, unethical, and seem intentionally designed to delay and frustrate me as the borrower into giving up so that Nelnet does not have to process a refund despite it having zero impact on their bottom line other than wasting their employees time in an amount that far exceeds the amount of the refund at issue or ensuring that the underlying loan is paid. It has been extremely time-consuming, exhausting, and absolutely maddening for me attempt to resolve this simple matter. Moreover, Nelnet deliberately making this process painful is contrary to the intent of a forbearance, which is not to create a new issue for a borrower. The attached Chronology provides a detailed account of Nelnets unscrupulous tactics. See Exhibit A. A detailed summary of my Complaint and attempts to resolve this matter with Nelnet and XXXX XXXX is contained in the attached Chronology ( updated as of XX/XX/XXXX ). See Exhibit A. In addition, I am including Nelnets Auto-Debit and Forbearance Information, Forbearance Approval Letter dated XX/XX/XXXX, and Nelnet Payment History as of XX/XX/XXXX. See Exhibits B, C, and D, respectively.
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: This is my 3rd complaint for the same issue. The Company 's responses have been inadequate. Stop closing my complaints just because the Company provided a response - INVESTIGATE. See XXXX and XXXX. I have been trying for months to get a statement from Nelnet. I have called multiple times and I have filed multiple complaints. I have not received a statement since XXXX. On the phone they told me that they were sending statements. In response to my first complaint, they said they " auto-enrolled '' me in paperless billing, but that they would change that back and send me paper statements. In response to my second complaint, they said they mailed it and it was returned because my address changed. MY ADDRESS DID NOT CHANGE. It is the same address on the Company 's response : XXXX XXXX XXXX, XXXX, Ohio XXXX. AND IT IS THE SAME ADDRESS WHERE I GET THE STATEMENTS ON MY OTHER STUDENT LOANS SERVICED BY NELNET. I have been trying for MONTHS to get a statement and it's always a different excuse. If they mailed it and it was returned, as they claimed, make them provide a copy of the returned envelope. I JUST WANT MY STATEMENTS! This is ridiculous. How many borrowers have delinquent payment on their records ( and may be denied forgiveness ) because this Company simply can not manage to send statements to them? Someone needs to take ACTION against NELNET!
Company Response:
State: OH
Zip: 449XX
Submitted Via: Web
Date Sent: 2022-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: From the first time I got out of school in XXXX, I should have been on income based repayment. However, it wasn't until XXXX that I was finally able to do that. Every time they just switched me to a forbearance and got me off the phone as quick as they could. If I had been on income based repayment, even the small payments I wouldve made, would have gone towards my time limit of XXXX years and then the loans would be forgiven. Instead, I have XXXX more years added, and a boatload of interest because NONE of my servicers explained this.
Company Response:
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A