Date Received: 2021-09-28
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I am a victim of Identity theft. Please delete or remove this item on my behalf. This item is not mine and this is greatly affecting me and my personal life. I request that you block the following information and Please let me know if you need any other information from me to block this information from my credit report. Thank you
Company Response:
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2021-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-27
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: To whom this may concern I been trying to resolve this issue with the department of education/nelnet with all 5 accounts for years and they refuse to fix and knowingly they are wrong. They been reported late payments on my account when it should have been current with no past due like the rest of my payments. XXXX of XXXX XXXX XXXX and XXXX has negative remarks. And I did everything I was supposed to do as far as sending in my Papers to renew my forbearance status. These accounts been open since XXXX which is too old to be on my account anyways.
Company Response:
State: NY
Zip: 10701
Submitted Via: Web
Date Sent: 2021-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite my previous query letters to your department, the most recent credit report I reviewed indicates that this record is being accounted for incorrectly and inaccurately. This file is used to keep track of various " infringement '' declarations. I don't believe the circumstances surrounding this record are accurate. Ensure that reliable, fair, and comprehensive reporting is done! In order to validate or refute my point, I demand proof that you followed all of the proper and fair procedures.
Company Response:
State: CA
Zip: 95864
Submitted Via: Web
Date Sent: 2021-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: I XXXX XXXX, entered into a consumer credit transaction with Dept Of Ed/Nelnet on XX/XX/2017. A consumer credit transaction in which a finance charge was involved. 15 usc 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. Dept Of Ed/Nelnet, outside of the finance charge, charged me monthly/incremental payments, as well as late fees for the monthly/incremental payments, which clearly violates 15 usc 1605. Furthermore, Dept Of Ed/Nelnet never clearly disclosed to me their violations, which itself is a violation pursuant to 15 usc 1611.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-25
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I XXXX XXXX, entered into a consumer credit transaction with Dept Of Ed/Nelnet on XX/XX/2017. A consumer credit transaction in which a finance charge was involved. 15 usc 1605 defines a finance charge as the sum of all charges in a consumer credit transaction. Dept Of Ed/Nelnet, outside of the finance charge, prepared to charge me monthly/incremental payments, which clearly violates 15 usc 1605. Furthermore, Dept Of Ed/Nelnet never clearly disclosed to me their violations, which itself is a violation pursuant to 15 usc 1611.
Company Response:
State: MD
Zip: 20720
Submitted Via: Web
Date Sent: 2021-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My servicer is Nelnet which has now just sent me a bill for {$270.00} dollars after calling me several times regarding my " Lack of payment '', despite me sending a payment every pay period ( approximately every 2 weeks ), every time they call I explain that my pay period and amount of my paychecks preclude me from paying once a month. The person on the other end always says no problem, they will make a note of it, but the cycle repeats every month. Today ( XX/XX/2021 ) I received a bill from them for {$270.00} for payments not received. I'm tired of these bills and calls, not to mention that it will affect my credit rating. In a few weeks I will also be moving and greatly fear what is going to happen after my address changes.
Company Response:
State: UT
Zip: 84043
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Despite my previous query letters to your department, the most recent credit report I reviewed indicates that this record is being accounted for incorrectly and inaccurately. This file is used to keep track of various " infringement '' declarations. I don't believe the circumstances surrounding this record are accurate.
Company Response:
State: CA
Zip: 94534
Submitted Via: Web
Date Sent: 2021-10-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Continuation of complaint # XXXX-XXXX ( this is the third time we have reached out regarding Firstmark ) A payment was made XX/XX/XXXX of {$930.00}, a portion of this amount is to be applied to ALL eight loans. I feel Firstmark is applying funds to only six loans. Again received a call from a very sweet lady requesting payment on our accounts. The loans are up to date according to Firstmark website. Next payment due XX/XX/XXXX. The very nice lady did state this will effect our credit rating and fees will be applied. Please fix this. This is verging on harassment. Also a 12 moment call of wasted time for Firstmark employee and me. Firstmark please investigate this continuing complaint and issues. How can we get Firstmark to respond to our many requests for help? The time and effort put into the Firstmark collecting an already paid amount would be much better served assisting the customers who request help. Customer Service is non existent.
Company Response:
State: TN
Zip: 37076
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On Friday XX/XX/XXXX I requested forms my mortgage lenders requested. There were 3 documents multiple pages each. All sent as requested by XX/XX/XXXX. Less than 3 business days later. Fast forward to XXXX. One of the documents The income driven repayment history had expired recertification dates and the lender needed updated forms. The form expired XX/XX/XXXX and XX/XX/XXXX at XXXX est was the time of the first request. I did a three way call with my lender. She explained what she needed the gentleman acted as if he knew what we needed but clearly didnt. The request was to email the forms. That day only two hours later I had the wrong form sent to me. I called and requested the form again XX/XX/XXXX XXXX XXXX EST this time explaining more in detail what I needed. Next morning XX/XX/XXXX I had the email from them this time with no form attachment to it. Called again that night telling them there was no attachment and was told they would resend the form that night. I never received the form. Called again on Friday XX/XX/XXXX at XXXX EST. Requested the form again after having to argue with him that the form I needed did in fact exist and that it was previously sent to me I just needed the updated version. He argued that I didnt need that form but I insisted he just put in the request to have it EMAILED to me. He told me like everyone else it would take 2-4 business days. They had been quick with previous emails so I wasnt worried at this point. By Tuesday XX/XX/XXXX when I had not received the forms I called again and was told by another agent that the gentleman I spoke to on the XXXX only put the request in for mail even though he had documented that I had requested EMAIL and that the request had been closed. She put it yet another request and I was told yet again 2-4 business days but it would likely before the end of the day because they had a light work load. At this point Im getting concerned about my request getting cancelled again so I continue to check in periodically throughout the day that the request is still in. Multiple times being told it should be in my email by the end of the day it is now Thursday XX/XX/XXXX I called multiple times starting at XXXX XXXX. I was told by an agent that the request put in on the XXXX was not submitted correctly and that should would put in an urgent request that I should have it by the end of the day and when I called multiple times that day was told very obvious lies I spoke with a supervisor at XXXX Est who told me that my request was expedited and someone was working on it as we spoke I would have it by XXXX EST. But she sounded annoyed. I called again at XXXX XXXX EST and was told by a completely different supervisor that it would have to be tomorrow and tells me that they actually sent it to me on the XX/XX/XXXX via email and all but told me it wasnt their fault I didnt receive it even though I have had no other issues receiving the other wrong documents via email. Tomorrow they will tell me Ill probably get it Monday. And Im fed up! I was supposed to be closing XX/XX/XXXX at the earliest and XXXX at the latest. My lenders needed these documents yesterday for me to be able to close at the last date and not lose my deposit. I have been patient, I have been courteous and am now irate. Because now there is no chance I will be able to close because I needed one simple document from Nelnet. First these are documents that are legally mine. I have a right to them. They should be accessible on my online account. They are not. I should not have to rely on improperly trained and blatantly incompetent employees to get me forms I have a legal right to! I have been brushed off by these employees and felt no urgency to fix the mistakes they made. Not only that but I have been made to feel helpless and even crazy like I am in a bad relationship. Each time they made a mistake and the clock started over and I called to check on the status I would get attitude that I didnt wait the full 2-4 days even though its well past the initial request. Nelnet needs to do better.
Company Response:
State: PA
Zip: 150XX
Submitted Via: Web
Date Sent: 2021-09-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Issue : Firstmark has not been applying my overpayments to the loans with the highest interest rate, but rather spreading the overage equally between my four loans. This is not correct. The overpayment should be applied to the loan with the highest interest rate, this I how my previous servicer allocated payments and this is how Firstmarks website advertises their overpayments will be allocated. I have requested this because about the same time that Firstmark took over my loan I went back to school for my XXXX ( in XXXX ) and was in deferment but was still making regular monthly payments. These payments were not being applied correctly and therefore have effected the amount of interest I am paying vs. principle. In addition, over the past year and a half I have been paying in excess of my regular monthly payment in order to try to get the loans paid off, and none of those excess payments were being allocated correctly either. Discovery : This was discovered in XXXX when I went to pay off one of my loans. It had a remaining balance of around {$930.00} and I made a payment of {$950.00}. After a couple of days I went online to check to make sure the loan was paid off and it wasnt because the overpayment was split up between my open loans. It is important to note that two of my loans have interest rates that are the same and are lower than the other two which have the same interest rate and are high. A few months prior to discovering this, one of the higher rated loans had been paid off and as a result of the {$950.00} payment allocation the 2nd loan with the high interest rate was also paid off. *this comes up later in the requests Request : I have made multiple phone calls and requests in order to get this resolved with Firstmark going back to XXXX. I was first told it would take 2 weeks to review. 4 weeks later I followed up with them via their online contact sheet on XXXX asking for an update. To which they replied that it was corrected. When I went online only the last {$950.00} payment was reallocated and not the whole history of payments like I had requested to them on the phone and in writing. I filled out another online contact form on XX/XX/XXXX explaining in more detail what was needed and again requested that all payments would be reviewed. I received a response that my request was received on XX/XX/XXXX and that the payment request was under review which would take XXXX weeks for processing. I then followed up via phone call on XXXX and the customer service rep told me that nothing was reallocated because the 2 loans with the highest interest rate have been paid off. I again explained my story and advised what I wanted to be done. The rep seemed like she understood, said she was going to talk to her supervisor, escalate the matter and have someone contact me within a couple of days. A few days went by, On XX/XX/XXXX I followed up with them again as I hadnt heard anything. They advised that nothing had been done. On XX/XX/XXXX I followed up again and was told again, that nothing had been done. I requested to speak to a supervisor, once again explained the situation and was told that she was going to personally pull my request and have it resolved. XX/XX/XXXX another phone call placed and was told that nothing has been done but it should only been a couple more days and that it was rush status. And today another request for update was made and nothing has been done.
Company Response:
State: OH
Zip: 45103
Submitted Via: Web
Date Sent: 2021-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A