Date Received: 2023-12-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My Nelnet student loan payments are not processing. I received email correspondence stating that the account associated with my automatic withdrawal had insufficient funds. That account at no time had insufficient funds. I've also submitted a payment using the " make a payment '' option and it is still processing after several days. The Nelnet website discourages email. I've called and emailed. Call wait times are always over an hour. My loan number is XXXX.
Company Response:
State: CA
Zip: 91775
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for the SAVE student loan program through Nelnet and the government 's student loan website back in XX/XX/XXXX, and was told that the amount I owed was {$0.00} due to my income level. Today, XXXX XX/XX/XXXX, I received an email stating that I owed {$280.00} in two weeks, on XXXX XX/XX/XXXX. I was not given the proper warning that I would owe nearly {$300.00} over the holidays, and was originally told I would not have to pay anything while at this income level. When trying to reach out to the company, the customer service unacceptable. There are 70+ minute wait times to contact a representative to get this resolved, and no way to chat with anyone else online, either through a chat or email. In short, I have a sudden {$280.00} charge coming that I can not seem to rectify, and I can not afford this. I have no options.
Company Response:
State: OH
Zip: 44107
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I submitted a complaint already and attached a court order to be removed from this loan. I have attached a COURT ORDER that EXPLICITLY STATES XXXX is solely responsible for these student loans. The Complaint was closed with a letter from the company stating that I simply " did not want '' to be a co-signer on this loan. They disregarded the court order. COURT ORDER FOR REMOVAL IS ATTACHED. Please see section IV - 1 which states " Wife shall be solely responsible for her student loan debt. '' I have emailed Nelnet directly on XX/XX/XXXX, XXXX, XXXX, + XX/XX/XXXX, but have not recieved a response from them pertaining to this.
Company Response:
State: CO
Zip: 80211
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: On XX/XX/23, I submitted a consolidation application for an existing parent plus loan. As part of the application, I requested an IDR payment plan since our household is low income and we can not afford the standard payments. On XX/XX/23, the consolidation was processed, however Nelnet informed us that in order for the monthly payment to reflect our stated taxable income ( {$0.00} ), we need to submit a self-certified letter stating we have no taxable income. We provided the requested letter on XX/XX/23. Nelnet stated they would respond within 15-20 days, but we never received additional correspondence. We re-uploaded the letter on XX/XX/23, and Nelnet again stated they would respond within 15-20 days. We never received a reply. My son-in-law called Nelnet on XX/XX/23 to ask when the payment will be updated to reflect IDR. After waiting on hold for 90 minutes, the representative told him that the letter needs to be signed by both myself and my husband, not just myself. We uploaded a new letter on XX/XX/23 signed by both myself and my husband. Nelnet stated they would respond in 15-20 days. We have still not received a response and their stated timeframe has now passed. We are now past due on our payment due to how long Nelnet has taken to update our account. We can not afford the current monthly payments. Nelnet failing to communicate with us in a timely manner is the reason we are currently past due, and if they do not take action soon we will fall further behind through no fault of our own.
Company Response:
State: WA
Zip: 98059
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/, I visited the Nelnet loan servicing website ( Nelnet.com ). I have a number of student loans serviced by Nelnet, but not all the loans carry the same interest rate. My question is a relatively simple one. If I want to make an extra payment, I would like that payment to be exclusively applied to the highest interest loan, so, " how do I direct a payment to a single loan, rather than having it spread across all loans? '' To answer this question, I went to Nelnet 's " Contact Us '' page. On the page, there is an option for " LIVE chat, '' however, upon clicking the live chat, the chat is directed to a bot, not a living person. The bot has been given the name XXXX, in an attempt to obfuscate the fact that it is not " live, '' or human. Further, the bot is incapable of answering the question that is the intent of contacting the so-called, " live chat. '' When the bot is then asked how to speak to a human, it directs back to the " Contact Us '' page, which in turn then directs back to the " live '' chat in a circular manner, never yielding an answer to what is a simple question.
Company Response:
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet is purposely making repayment in full impossible in order to add additional balances under the guise of " accrued interest. '' Nelnet does not have a " Pay in full, '' option - instead the site directs borrowers to calculate a " Payoff Amount '' as of a certain date. On XX/XX/XXXX, I selected XX/XX/XXXX as the " Payoff Date, '' obtained the " Pay in Full '' balance in the approximate amount of {$9600.00}, and submitted that amount as payment. When I logged in the following week, it showed a balance of approximately {$51.00}. This amount would represent approximately XXXX full months of interest. Frustrated, I attempted to call the servicer - I was on hold for over XXXX hours and gave up. Although I believe adding a full month of interest within XXXX week is fraudulent- I didn't want to fight over {$50.00} so I tried again to pay the account in full. I set up a " Payoff Date '' of a little more than a week in the future ( for XX/XX/XXXX ). It would NOT let me pay any more than what was indicated as owed ( for example, I tried to pay {$60.00} for the " payoff amount '' of {$58.00} to avoid more " accrued interest '' but it would not let me- it only allowed me to pay the " Estimated Payoff Amount '' as of XX/XX/XXXX ). I logged in on XX/XX/XXXX - each loan group had a balance of {$0.00} and indicated " Paid in Full '' under repayment status. I thought it was odd that I did not receive a payment in full email confirmation, so I logged back in on XX/XX/XXXX to find more " accrued interest, '' this time in the amount of {$.00} on XXXX of the loans. This is fraudulent, inaccurate, and a deliberate scam to milk honest borrowers out of every possible cent. I emailed, attempted to call ( on hold again! ), and tried their joke of a chat bot. No response.
Company Response:
State: PA
Zip: 16066
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have a very large student debt and I find it quite frustrating that the Capitalized Interest is not displayed as a total of interested that has accumulated in my account. Only the Interest Subsidy is shown which is not a fair representation of how much interest has actually accumulated and has grown my original amount to be paid by 30 % which is over {$70000.00} added onto my original loan.
Company Response:
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied to SAVE program well over XXXX weeks ago. I was approved in XX/XX/2023, In the meantime my interests are accruing dramatically and I am going to be financially responsible due to them being understaffed and unable to handle the volume of student loan applications. The wait times for phone calls are XXXX hours and their customer service line is completely useless and have no clue how to handle or trouble shoot any issues. I qualified for the XXXX program and they changed me to forbearance which severely impacts me down the line. I would like to be placed on XXXX immediately so I can repay my loans without my balance increasing
Company Response:
State: NY
Zip: 11374
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: An application for SAVE IDR was submitted the first week of XXXX and I received notice that it should be completed in about XXXX weeks and that I would receive updates on the application status every XXXX days. I was notified that due to the increased number of applications, processing time would take longer than expected, however, no timeline for the expected decision on the application was provided. Due to an over two-month delay in processing of my IDR ( SAVE ) application, my loan payments were placed on administrative forbearance and continued to accrue interest. While it was expected that interest accrues during the first month payments began in XXXX the delay in processing has resulted in three additional months of accrued interest, totaling {$6900.00}. I have emailed Nelnet and spoken to a customer service representative regarding this and was told I would be responsible for the additional months of interest while the IDR application was being processed. I was also told that due to Nelnet and federal agencies not having an adequate number of employees after budget cuts, the processing times for IDR applications took longer than expected. The poor planning on behalf of Nelnet and the federal government should not make me accountable for the additional interest that was accrued as a result. My application was submitted in early XXXX and I expected to be making payments in XXXX
Company Response:
State: MI
Zip: 489XX
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have paid all payments on time and every month since repayment started. However, each month after making an on-time payment, I receive an urgent email stating my account is delinquent. I have called every month and the representatives state my payment was applied incorrectly. I'm assured each time the issue is adequately updated and the accounting department has correctly applied my payment, and this will not happen again. Yet the predatory behavior continues to happen.
Company Response:
State: OK
Zip: 73069
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A