Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have an ongoing complaint for months against Nelnet for failure to process my XXXX loan application. Now they send me a notice today they did and they did not. It is still the old repayment plan and not SAVE which is supposed to be {$190.00}. So they just sent me the exact same bill for an amount I can not afford nor am I supposed to pay. They won't stop illegally not processing my XXXX application. It is the exact same OLD PLAN I was on before I applied for XXXX. now they have illegally put me into repayment for the old plan again. I was talking to XXXX a few days ago about how badly Nelnet has been. I want to add this to my oopen case as this is unreal incompetence and corruption. I have sent numerous document showing rh federal government said I am to pay XXXX a month. They keep reverting back to my old payment plan. It is almost XXXX a month and XXXX XXXX afford 25 % of my entire take home for a student t loan payment. So I am demanding they send me a bill for XXXX as that is what I qualify for with XXXX. This is what Nelnet does. They keep trying to charge you insane amounts and wrong amounts. I am done with dealing with this mess since XX/XX/XXXX! Please help.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: XXXX has continually harrass me for payment through phone calls and emails even though I was granted a discharge under the XXXX XXXX XXXX XXXX. I have uploaded copies of the judgement from Department of Education on several occasions starting XX/XX/2023 when my loan forbearance expired. I again uploaded the letter in XXXX, both copies are sitting in the document upload file on line. I submitted a complaint to Nelnet in XXXX and XXXX uploaded a copy of the letter. I get XXXX to XXXX phone calls a week they leave messages. I call them back and get an answering message that it takes XXXX minutes to an hour for someone to answer then it hangs up.
Company Response:
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Today XX/XX/XXXX at XXXXXXXX XXXX XXXX I received an email from Nelnet stating that my account had been placed on an administrative hold, and that interest would continue to accrue on this account until the hold is resolved or cancelled. I had requested to be placed on the SAVE plan on XX/XX/2023 and have since received regular emails that my application was " in process ''. The same day ( XX/XX/2023 ) I placed a call to Nelnet 's customer service line looking for additional information and was told the same, that any interest accrued would be added to my balance, and there would be no recourse for me to be reimbursed for the interest being charged to my account. The failure of Nelnet to process my application in a timely manner is adding interest that I otherwise would not be financially responsible for given the timely processing of my Income Driven Repayment Plan and is thus financially injurious. The bottom line is that I am being asked to be financially responsible for the malfeasance of Nelnet in their contracted duty to service loans for the Federal Government.
Company Response:
State: WA
Zip: 98684
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My loans were transferred to XXXX on 2/16/2023. However, my credit report on XXXX is displaying I have open accounts with both Nelnet and XXXX, doubling my debt to {$140000.00}. I've contacted Nelnet on numerous occasions and requested to speak with a supervisor with no resolution to the matter. They state since my loans transferred it is not on them. In this case, my credit report should show no open accounts with Nelnet whatsoever! All credit reports XXXX, XXXX, and XXXX should not reflect any Nelnet accounts and be removed expeditiously for that matter. Thank you.
Company Response:
State: VA
Zip: 23112
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I noticed my interest rate climbing on my loans each month. I had a fixed rate prior to Covid. Then my servicer switched ( I think due to a lawsuit with Great Lakes ). When the servicer switched, I no longer had a fixed rate. Customer service is impossible to reach, and they had all my contact information wrong, so they couldnt locate my loan even when I did contact someone. Ive asked them to provide statements from Great Lakes, which their website says they have access to, but I havent received those. I might have access to old tax documents or paper statements.
Company Response:
State: NV
Zip: 89131
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-21
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: This creditor engaged in abusive, deceptive, and unfair practices of the FDCPA which it prohibits. According to 15 USC 1666b it is a billing error I did not receive a statement 21 days before the late payment error. If finance charge included, there should be no late payments pursuant 15 USC 1605 ( a ) due to finance charge bring sum of all charges so I can not be penalized for something that is already paid in full.
Company Response:
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XXXX XXXX XXXX, I submitted an application to consolidate my student loans ( which are all Direct consolidation loans - 2 of them ) into one. One consolidation loan was from XXXX and the other was from XXXX. I was doing this to ensure that all of the loans had the payment history on IDR/ICR to all be forgiven. Nelnet them contacted me via email and said they couldn't process my application without the missing information they are requesting in a message in my account. There was NO SUCH MESSAGE anywhere in my account. I wrote back to tell them this, and they then said that I could not consolidate my loans, as I can only have ONE consolidation loan. That is obviously a lie, because if I can only have ONE of them .... then how is it that I has TWO, then, from two different years? Makes no sense. Also, you CAN consolidate several consolidated loans into one. According to the UPDATE ON CONSOLIDATION LOAN ISSUES XXXX XXXX XXXX XXXX on Attachment A, Page 2, it states " A borrower may consolidate an existing FFEL or Direct Loan Consolidation Loan only if the borrower includes at least one other eligible loan in the consolidation. The other eligible loan MAY be another Consolidation Loan. If the existing Consolidation Loan is in default, the borrower must also either make satisfactory repayment arrangements on the defaulted loan, or must agree to repay the new Consolidation Loan under the income- sensitive ( for the FFEL Program ) or income contingent ( for the Direct Loan Program ) repayment plan. '' I have included XXXX as an attachment, so you can read it. So, in short, Nelnet lied to me and then began to ignore my emails asking for a solid explanation of why they were not processing my consolidation application, which remains in an 'open ' status to this day, over 6 months later. Their refusal to consolidate the loans in a timely manner led to the XXXX originated consolidation loan being forgiven on XX/XX/XXXX, but the XXXX consolidation loan was not. Had that perfectly valid application been processed within the 4-6 weeks it should have been, both consolidation loans would now be forgiven. Otherwise, if I can only have ONE consolidation loan as they claim ... then forgive the whole thing - both the XXXX AND XXXX originated loans. This is costing me over XXXX, as I am one of those poor souls who has been subjected to extreme compounding interest resulting in a balance far higher than my orginal loan amounts, even after 20+ years. To say I'm frustrated and disappointed is by far an understatement. I expect XXXX XXXX XXXX to be moved to fix this issue in my favor. They LIED and then didn't bother doing their job or even communicating with me anymore. In fact, it is nearly impossible to get through to them by phone and they don't answer emails. This isn't just plain incompetence .... this should be criminal! It is inexcuseable for an " Official '' Student Loan Servicer. They claim they can't do anything about this and I have to talk to the Federal Student Loan offices. I have, since I can actually get in touch with the Federal people and HAVE talked to them. They say Nelnet needs to deal with this and Nelnet DOES HAVE the ability to fix this.
Company Response:
State: MI
Zip: 499XX
Submitted Via: Web
Date Sent: 2023-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I paid my student loan account in full on XX/XX/2023. I paid it on time and am now being told that my payment was delinquent this on XX/XX/2023. They will not answer their calls or emails despite multiple attempts this week to do so at different times. I was not late on this account.
Company Response:
State: GA
Zip: 314XX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have sent numerous emails to Nelnet requesting the following : acknowledgment of my payments which exceed my amount due since the resumption of payments ( 3 full payments made with only two having been due ), refunding of an automatic debit which I attempted to cancel multiple times without success due to their website crashing on every attempt, change my account status from past due to current, and ungroup my loans so that I can allocate my full payment to the highest interest loan thus paying off my loans sooner and with less interest paid and not be listed as past due. They claim to offer email and chat customer service, however they refuse to acknowledge and accommodate my simple, reasonable requests ( which a previous email reply from them stated were within my rights as a borrower ) without me calling them on their obscenely inefficient phone customer service line that has limited availability hours and forces customers to wait 90 minutes on average to reach a representative only to be told the website has a mind of its own and that they cant do anything to assist. They simply cut and paste a reply stating their refusal to communicate with me via any other channel than telephone. Their website will no longer allow me to process a payment toward my highest interest loan which their website states is legal and acceptable, without paying toward other loans that they have erroneously marked as past due. This is a clear attempt to frustrate me into giving up without them having to correct their mistakes, accommodate my simple and reasonable requests that are within my legal borrowers rights, or be held accountable for their poorly designed and administered website and criminally inefficient phone customer service system. This is a clear case of negligence and incompetence on their part which is having a substantial detrimental effect on my financial wellbeing and mental health.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet indicated that my payment was past due ( XX/XX/XXXX ), even though I have auto payments set up. Fearing that I missed a payment and then would retain my auto-payment discount they offered I proceeded to submit a manual payment ( XX/XX/XXXX ). I called them the next day ( XX/XX/XXXX ) ; they explained that they had an issue with auto-payment, but that it would backdate once the payment went through. I requested they then delete my manual payment. They confirmed they would. The payment still went through. I called again XX/XX/XXXX and they told me they could not do anything and when they transferred me they hung up. I filed a complaint, and they responded and said on XX/XX/XXXX that they changed the charge to apply to my loan with the highest interest rate. I followed up, and they said the change would take a month to indicate on my account. It is now XX/XX/XXXX, and the change has not been made.
Company Response:
State: WI
Zip: 53092
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A