Date Received: 2023-12-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Unfortunately I do not have dates regarding my phone calls to Nelnet. But, I called Nelnet regarding the IDR forgiveness in the spring/early summer. I had a group of older loans consolidated from degrees conferred in XXXX and in XXXX and then another group of loans from a degree conferred in XXXX. I had the older loans consolidated. I called to inquire if I needed to consolidate all of my loans in order to take the most advantage of the IDR forgiveness. The representative informed me that I did not need to do that to get the most from the potential forgiveness. My loans from XXXX and XXXX were completely forgiven. I called Nelnet back and asked if all of my loans were consolidated, would they all have been forgiven? The rep said, " yes they would have been. '' She apologized profusely and told me many others are experiencing this me issue but there is nothing that can be done. She recommended calling the Federal Student Aid, which I did and was also told there is nothing that could be done. I would have consolidated my loans if I would have been advised to do so, but I was told I did not need to do so to get the most forgiveness. I even emailed the Federal Student Loan Aid office in XXXX to find out the answer to this question ( Case XXXX XXXX XXXX ) and they referred me to my servicer. No one was able to answer this question for me. I did my best to clarify the information on the Fed Student loan website and Nelnet, it was very unclear to the consumer.
Company Response:
State: CO
Zip: 80503
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: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: I am filing this complaint to bring to your immediate attention a matter of utmost concern regarding the inaccurate reporting of my credit information. Despite multiple attempts to address and rectify the situation, I am still facing serious discrepancies in my credit report, which are adversely affecting my financial standing. I am extremely annoyed and frustrated by the repeated negligence in addressing my disputes. The inaccurate information on my credit report is causing severe damage to my creditworthiness and overall financial well-being. I demand an urgent and thorough investigation into this matter. It has come to my attention that these accounts contain late payment markings that are not accurate. The late payments were a result of an error made by the bank in sending statements to the wrong address. The bank has acknowledged this mistake and has agreed to update the accounts to " open/never late '' and remove the late payment markings. The accounts in question are XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Also please take note that I am the primary complainant in this matter, and I hereby grant full authority to the Consumer Financial Protection Bureau ( CFPB ) to thoroughly investigate and address this claim.
Company Response:
State: CA
Zip: 91601
Submitted Via: Web
Date Sent: 2023-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Nelnet is in violation and reporting to my credit profile under non compliance of the FCRA and i have not signed any documents with the company Nelnet reporting XXXXXXXX loans to my account. The university i attended was XXXXXXXX XXXX and they are under a lawsuit and closing of the school because of fraudulent activity of not providing services. Now my privacy rights have been violated There are 14 Accounts that are reporting and each Violation is pursuant to {$1000.00} per violation. *Family Educational Rights and Privacy Act ( FERPA ) The Family Educational Rights and Privacy Act ( FERPA ) is a federal law enacted in 1974 that protects the privacy of student education records. FERPA applies to any public or private elementary, secondary, or post-secondary school. The Family Educational Rights and Privacy Act ( FERPA ) is a federal law that affords parents the right to have access to their children 's education records, the right to seek to have the records amended, and the right to have some control over the disclosure of personally identifiable information from the education. 20 USC 1232g ( b ) ( B ) No funds under any applicable program shall be made available to any State educational agency ( whether or not that agency is an educational agency or institution under this section ) that has a policy of denying, or effectively prevents, the parents of students the right to inspect and review the education records maintained by the State educational agency on their children who are or have been in attendance at any school of an educational agency or institution that is subject to the provisions of this section.
Company Response:
State: FL
Zip: 32225
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/23 - called to inquire about correcting name and setting up special pay instructions. Requested payment is applied proportionally to all loans rather than only to the loan with the highest rate. Payment is scheduled for XX/XX/23 but was pulled from my account XX/XX/23. All website information says payments are applied as directed within 48 hours. Called XX/XX/XXXX to inquire about updated name and payment application. Nelnet representative indicated they were behind and that it would take about a week to get information updated. She also indicated that every payment going forward would need to be manually adjusted to reflect special pay instructions as it the system was not capable of automatically applying and following the special instructions. After tracking payment status over the next several weeks as of XX/XX/23 the payment still has not been applied as directed. I waited on hold for 2 hours and 25 minutes to discuss this with a Nelnet representative. She told me that it will take 5-6 business weeks from date of payment to get this applied correctly. She also said that the XX/XX/XXXX was initiated prior to the pay instructions, though that is contraindicated based on my time line above. Payments can initiated 3 days before payment date, so the payment could have been initiated approximately on the XXXX ; I made the change by XX/XX/23 ( if not XX/XX/23. ) She also contradicted was the representative told me on XX/XX/XXXX, that going forward the system will apply the payment correctly. After having to call multiple times in a few months with no results, and never needing to call my previous servicer, I am not confident in Nelnet 's ability to appropriately and accurately service my loan. They are clearly overwhelmed and not prepared for servicing loans.
Company Response:
State: IN
Zip: 46256
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I started with Nelnet in XXXX after being transferred from Great Lakes, got a welcome letter and promptly setup my account, added my current primary bank account ( which was different then what i had with Great Lakes ) and setup auto pay. For the first two months things were fine. Then suddenly on month 3 my bank account reverted to my old one. I get a notice from my old bank that I had overdrafted my account. I also made my payment early from auto pay as well so I was double charged as well. I corrected the overdraft then investigated my account at Nelnet and found my account changed without my consent to my old one. I never provided Nelnet my old bank account info and when I initially signed up it was not present on my account. I tried to reach their customer service line to be met with a 2 hour wait time, I waited the 2 hours to be hung up on without speaking to anyone. I tried emailing them requesting what happened to be met with an email that states they wouldn't respond to my email. For the federal government to move all our federal accounts to nelnet while nelnet has improper staffing to field questions from people who are required to pay back these loans is gross negligence. I am afraid to make any changes because of how difficult it is to even get ahold of anyone at my loan service provider for my federal student loan.
Company Response:
State: MI
Zip: 48197
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: We initially requested an Income driven repayment plan in XX/XX/2023, we were immediately approved by the department of education. However the servicer told us that because the loans were in a 6 month grace period they could not be put on an income driven repayment plan ( SAVE ). We reapplied the exact date that the grace period ended XX/XX/2023 and it has not been approved. On XX/XX/2023 we called Nelnet the servicer and waited on hold for over XXXX hours to be told that they could not confirm when it would be applied.
Company Response:
State: WA
Zip: 98109
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX of 2023 sent letter found in uploaded documents via certified mail. XX/XX/XXXX of 2023 the letter was received. XX/XX/2023 nelnet replied via email which is uploaded below in uploaded documents not providing the information I requested but instead reviewing my request from almost 30 days prior. On XX/XX/XXXX of 2023 I received another email asking for asking for 30 days from XX/XX/ 2023. As of XX/XX/2023 I have received nothing further from them and nothing from my XX/XX/2023 request.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Transferred from great lakes to Nelnet in XXXX of XXXX. I went from XXXX to XXXX in one month on loans that have interest currently paused. Reporting that I am missing payments to the credit bureaus. No login info provided to check the website, so I can not get into my account at all in XXXX months since transfer. Emailed twice, the first time after my interest statement on my credit report on XX/XX/XXXX and again on XX/XX/XXXX with no response. Wait times of XXXX hours + every single time I call, no matter time of day. Disconnected and representatives are not aware of financial info. No physical mail sent to me, nothing...
Company Response:
State: HI
Zip: 96734
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted my IDR plan renewal to Nelnet via studentaid.gov in late XXXX as usual. The application has been " in process '' by Nelnet since. They have sent emails regularly informing me that it is in process and my loans are in forbearance until then. I also received emails telling me the application would not be processed until XX/XX/2025! I've struggled to get in touch with Nelnet. Hold times range from 2-5 hours even calling first the in the morning. The one time I got through, back in XXXX, the agent did not know any answers to even basic questions ( ie : information about different repayment plans ). I asked if this forbearance would negatively affect my track record of repayments and renewals ( as you need to be consistent to qualify for forgiveness after several years of repayment ) and I was told it would not. I wasn't confident in the agent 's response given that they didn't know answers to any other questions about the plans and hadn't even heard of others ( such as the SAVE program ) and so I asked if I could have this sent to me in writing. I was told that they would. However, to this day, I have not received any such correspondence. I am not able to wait on hold for over 2 hours hoping to get through to someone who may or may not be able to help me- it is entirely unrealistic short of calling out of work for that day to do so and losing the desperately needed wages to pay back these loans. They do not have any callback feature to mitigate this. Additionally, now I need to update my IDR repayment plan application due to a change in income and will submit a new app via studentaid.gov -- - however, with the prior application still in process with Nelnet I am concerned with how this will disrupt things. I have no confidence in this company managing my student loans ( over $ XXXX ). I am hearing from others who are having significant issues with their payments being mismanaged or double-drawn -- - and again being left with nearly no way to get in touch with Nelnet for reconciliation. Please help.
Company Response:
State: CA
Zip: 91604
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX, I initiated a consolidation and refinance of all loans from Nelnet ( {$100000.00} ) to XXXX XXXX. XXXX paid off Nelnet in full, and I started making payments towards XXXX 6 months after the refinance. I have NOT taken out new loans or refinanced back to Nelnet. The last school loan I took out was in XXXX, for the loan I am trying to dispute ( XXXX XXXX ). I have their own records stating it was paid off. I have called them several times a month since it appeared on my Nelnet account in XX/XX/XXXX, and provided them the proof. They have laughed at me, gaslit me, and told me it is " showing as due so you have to pay us. '' I have given them their own documents as proof of it being paid, my XXXX contract, and even transaction history with the new lender showing that I was paying them. There are not statements past XXXX of this year for Nelnet, because it was paid off for so long. It showed as closed and paid off on my credit report for 3 years. Now I have the original loan amount plus interest ( almost {$15000.00} ) showing on Nelnet again. I have begged, pleaded, and spent HOURS trying to get someone to help resolve the issue. They have no proof I took out a new loan, they have no signed documents refinancing back to them, yet are claiming I owe them a second time. PLEASE HELP.
Company Response:
State: UT
Zip: 84045
Submitted Via: Web
Date Sent: 2023-12-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A