Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: To whom it may concern, I hope this letter finds you well. I am writing to bring to your attention a matter of significant concern regarding the processing of student loan applications under the SAVE IDR plan by Nelnet, affecting numerous individuals, including myself. I applied for the SAVE IDR plan in XXXX, and to date, my application has not been processed. Despite multiple attempts to contact Nelnet through calls and emails, I have not received any relevant response. They told me I all my documentation was correct but refused to answer anything else. To exacerbate the situation, I have been placed on administrative forbearance in XXXX, incurring large amounts of interest that would have been avoided had Nelnet processed my application in a timely manner. For reference, XXXX processed my partners application in under a week. This issue is not isolated to my case ; a distressing number of individuals, as evidenced by the experiences shared on the student loan subreddit, are facing identical challenges. To compound the issue, I also learned that Nelnet has been canceling individuals ' autopay without notice, subsequently removing them from the SAVE plan. More stress to look forward to even if they manage to process my application. The collective frustration is palpable and Nelnet 's actions are at best, morally bankrupt ; unduly burdening individuals who are earnestly attempting to fulfill their student loan obligations.
Company Response:
State: MI
Zip: 49423
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: - XX/XX/2023 received an email notice from Nelnet that my student loan had been transferred from Great Lakes to Nelnet. At this time, though, by student loan balance was {$0.00}, as it had already been paid off. - XX/XX/2023 I checked my credit report via XXXX XXXX and saw several increases in my student loan balance, reported by Nelnet. Between XXXX to XXXX, the balance went to {$350.00}, then to {$410.00}, to {$2000.00}, to {$3400.00}. - When I tried to log into my Nelnet account, I received the message We do not have a current, valid email address or phone number on file for you to send the authentication code to, despite proof that they already have my correct email address ( hence their original email to me ) and my phone number has not changed. - There should be absolutely no balance owed on my student loans, and certainly not over {$3000.00} after only 3 months of student loan payments starting again in XXXX.
Company Response:
State: WA
Zip: 98103
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet is not updating my student loan balances with credit agencies. They have not provided an update since XX/XX/XXXX. During that time, I have paid off my student loans entirely. I have filed disputes with the credit agencies that go nowhere as I am told, generally, that they simply report the information from the debt holder. I have attempted to contact Nelnet on multiple occassions, but after two to three hour hold times, the call usually drops, but if I do get someone, they aren't in a position to actually do anything, and say that Nelnet reports the information.
Company Response:
State: OH
Zip: 44060
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: NELNETs website is down every single month for days and wont let me submit a payment. Then they charge me a late fee when I wasnt late to submit a payment I was on time the website just doesnt me submit a payment and then it goes overdue. This happens every month and when I try to call them via phone their hold time is 3 hours long. They have no live chat support option and it is impossible to have someone at nelnet help you. Ive also had someone at nelnet hang up the phone on me after a 3 hour wait time.
Company Response:
State: NY
Zip: 120XX
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet -- # 1 -- Can not contact to ask questions about how my loans are being handled. Even when I am able to contact the rep is not able to answer the questions. Most times I am on hold for XXXX minutes and the system times out and hangs up on me while I am on hold. # 2 -- When trying to contact yesterday the phone number listed for Customer Service on the Nelnet website directed me to a Marketing Company promoting a {$100.00} gift card if I allowed them to mail me information. I told the Rep I WAS NOT interested in a gift card. The Rep to could offer no information or a number to talk to Nelnet about questions on my account. # 3 -- I have 16 loans on XXXX children now being serviced by Nelnet. They pay their own and i have their bank accounts on the payment website. Upon review of the payments that have been made all amounts are being credited to satisfy accrued interest and {$0.00} are being applied to the principal. Five of the loans are for my son who previously paid for 6 years through Fedloan.gov and had satisfied most of the interest and was starting to pay on the principal of his loans. It appears NONE of the history of payments was ever transferred from Fedloan.gov to Nelnet. # 4 -- Upon on review of the info on Nelnet about interest I found the statement that bluntly indicated " If you want any of your payments to go toward the principal of the loan, the only way to make that happen was to pay OVER the minimum amount due ''. I have been in contact with Nelnet and Fedloan.gov throughout the time when the loans were in Forebearance and my family is paying and HAS ALWAYS paid their loan payments on time. If our governing officials believe that this is the way to help people out, they are sorely mistaken. This system is broken in many ways. I have attempted to contact several organizations, including congressmen/women and even my state reps and GUESS WHAT -- all emails have bounced and phones disconnected.
Company Response:
State: MI
Zip: 48430
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan payment is due on XX/XX/23. Today is XX/XX/23 ; when I attempt to make the payment, I am unable to select todays date as the submission, forcing me to select the XXXX, but then the system states it would be a late payment and would be charged a late payment fee. Any attempt to make my payment is rejected even when I did select the XXXX. Essentially, they won't accept my payment because it's a weekend even though their online system is meant to be XXXX service. The bill should be in submission and marked as paid.
Company Response:
State: FL
Zip: 346XX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet keeps auto charging more than once a month. I have my auto payment set to one-time payment. Tried calling them and wait time is close to 2 hours. It is not fair to be charged more than once when only one payment is scheduled. Their website is not showing payment history. Nelnet is a joke and needs to be reprimanded for what they are doing to students. A lot of posts are online from people who are experiencing the same issue. In XXXX and XXXX, there were two charges when I only scheduled one.
Company Response:
State: MI
Zip: 48312
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I am writing to formally register a complaint for violations against the provisions of 20 U.S. Code 1232g - Family Educational and Privacy Rights. Without my written consent, I recently discovered that my student loan information has been reported to credit reporting agencies, XXXX, XXXX, and XXXX. This action directly violates the aforementioned statute, which clearly outlines the conditions under which educational records can be disclosed. According to 20 U.S. Code 1232g ( b ) ( 1 ), educational agencies or institutions are prohibited from releasing education records without the written consent of the student 's parents. My student loan information was reported to credit reporting agencies without obtaining written consent. The statute clearly outlines exceptions for disclosing education records without written consent. In my case, none of these exceptions were applicable. The release of my student loan information was not in compliance with any of the statutory provisions; according to 20 U.S. Code 1232g ( b ) ( 4 ), educational agencies or institutions must maintain a record indicating all individuals, agencies, or organizations requesting or obtaining access to a student 's education records. I request transparency in this matter and would like to be provided with information regarding who accessed my student loan information and the legitimate interest each entity had in obtaining this information.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are through Nelnet. I have a large federal loan, and one smaller private loan. I make payments larger than the accrued interest, yet a portion of the interest remains. I do not have an understanding of how payments are dispersed. The website does not present information in such a way that an ordinary person can understand it. Even my wife, who has a degree in XXXX, does not understand. My interest has just about doubled over the last week, even though I am making consistent payments monthly. There is literally no provision on the Nelnet.com website where a person can designate that their payment satisfies the interest, or designate a specific dollar amount to the principle. I wish to keep my interest down, yet it continues to grow.
Company Response:
State: CA
Zip: 93612
Submitted Via: Web
Date Sent: 2023-12-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: All my Federal Student Loans ( Nelnet ) were XXXX through the Total Permanent XXXX unit at Nelnet on XX/XX/2023. The adverse accounts were all removed from all 3 bureaus almost immediately following discharge. On XX/XX/XXXX, all the accounts have reappeared showing me in 120-180 day default, and my scores dropped massively.
Company Response:
State: IN
Zip: 46383
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A