Date Received: 2023-12-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The account in question violates my rights as a consumer and pursuant to the legal authority 15 U.S.C. 1681 ( a ) ( 2 ) ( A ) ( i ) as the consumer reporting agency, you have failed to uphold your legal responsibilities. Pursuant to the Fair Credit Reporting Act ( FCRA ) as a federally protected consumer, this account reports alleged late payments that have not been verified or proven per to the legal authority 15 U.S.C. 1666 ( a ) and ( b ). As a result, and pursuant to the legal authority 15 U.S. Code 1681i ( a ) ( 5 ) ( A ) the consumer reporting agency shall promptly delete an item found to be inaccurate, incomplete or can not be verified. The reporting of negative transactions pertaining to this account violates 16 CFR 313.4 313.9 without my permission and portrays me in a false light without proof of claim. XXXX XXXX XXXX XXXX XXXXXXXX, XXXX
Company Response:
State: GA
Zip: 30083
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan portal on Nelnet.com shows that I have made no attempts to pay them once loans resumed repayment in XX/XX/XXXX. I have made numerous attempts starting in XXXX to repay my student loans. I first tried doing so by setting up XXXX XXXX. I received an email shortly thereafter in XXXX citing the payment did not go through due to insufficient funds. I determined this was not the case after reviewing my bank account ; Nelnet never tried to pull the funds from my bank at all. I have since attempted to make payments via the website and by telephone. In both instances I received a confirmation as recently as XX/XX/XXXX that my payment was entered in their system. It is now XXXX and Nelnet is now contacting me again saying I am past due. As far as I can tell I have no way to submit payments to them that will actually be recorded in the system. This jeopardizes any forgiveness I might receive for making consistent payments.
Company Response:
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied for the SAVE plan back in XXXX and Nelnet only put half my loans on the SAVE plan. I called them for more information ( and sat on hold for 3.5 hours ) and they told me that half my loans were in a grace period forbearance so would not be on the SAVE plan ( allowing them to collect interest unfairly. ) I was also told that my remaining loans would be put on the SAVE plan as soon as the grace period ended. The grace period has ended now, and they were not put on the SAVE plan and Nelnet expects a {$900.00} payment on them in XXXX. I emailed this time ( because I am XXXX XXXX XXXX and do not have 4 hours during business hours to sit on hold ) and I received an email telling me that I would have to wait 50 BUSINESS DAYS to get more information. ( during which time they would be able to collect interest, naturally ) I went to the Department of Education, and my account there said that only half my loans were on SAVE despite all of them being eligible for it. Using this information I applied to have my loans re-considered for SAVE and now I have received an email Nelnet has put me on ANOTHER administrative forbearance ( allowing them to collect interest on all my loans ). However, there is NO information about this in my account, which says that payments are due as usual. This is obscene. The game is rigged against student loan borrowers. I intend to make payments, and I applied for SAVE to make smaller payments as I start my career while holding off on letting massive amounts of interest accrue. I fully intend to pay my loans back. However, rather than complying with the law, Nelnet has figured out how to weaponize its bureaucratic incompetence to collect interest it has no right to if it followed the SAVE plan. I am XXXX XXXX, building a professional career that will allow me to pay back my loans, and because of this, I can not sit on the required 3.5-hour phone, waiting for someone to give me incomplete and inaccurate information.
Company Response:
State: NY
Zip: 10021
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have multiple degrees and multiple loan groupings. I applied early to the XXXX program in XX/XX/XXXX and was confirmed by XXXX that all would be eligible for XXXX. Nelnet has kept my professional loans separate in standard repayment, despite my grace period ending XX/XX/XXXX. They have the loans marked due in XXXX and telling me that these loans will not be processed under the XXXX program until then, and that I will be responsible for the interest accumulating daily on these loans while they take the time to process. They are clearly not equipped to be servicing these loans. I have called XX/XX/XXXX, on hold for an hour and told these loans would be on XXXX by the end of XXXX. XXXX on hold for XXXX minutes and didn't get to talk to a servicer. I have sent multiple emails as well. XX/XX/XXXX, XXXX -- on hold for XXXX hours only to be told they are going to need XXXX extra days to process the application that was submitted in XX/XX/XXXX, and that I would owe interest because of their incapabilities. I made an online payment of XXXX $ on XX/XX/XXXX with the special instructions that they go towards my professional loan interest only ( AL, AM, AN ), but of course they applied it to the incorrect loans that were already in XXXX and should not have been paid. They make themselves unavailable for it to be corrected on the phone. I dont have XXXX hours to wait on hold. I have to work during business hours when they are actually open and I have my daughter to take care of at night. Every time I call in and actually do get to talk to someone after hours, nobody knows what's going on and somehow I am the expert on the loan statuses, explaining to them what the issue is. Clearly they have no interest in processing the application so they can continue collecting interest that should no longer be accumulating. They need to be held accountable for their ineptitude and wrongdoing. They are preventing access to knowledgeable servicers who can actually answer what is going on with the loans, hoping people will give up when they can't get through.. I spent years in school so that I could be helping patients, and instead of opportunities to refine my clinical skills I'm spending my time off on hold for hours because of this shady loan servicer. Shame on Nelnet.
Company Response:
State: OH
Zip: 43221
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: XXXX XXXX XXXX " Dept Of ED/NELNET '' is reporting an account/s to my Consumer reports that I didnt give any express permission or permissible purpose to report which is a violation of my rights according to law. 15 USC 1681b ( 2 ). As a Consumer I have the right to privacy pursuant 15 USC 1681, 15 USC 1692, 15 USC 6801. My personal information is my business, my student loans are my NONPUBLIC personal information and Dept Of ED/NELNET have reported my nonpublic personal information without my consent to a non-affiliated third party which amounts to AGGRAVATED IDENTITY THEFT. 18 USC 1028A. 15 U.S. Code & 6801 - Protection of nonpublic personal information It is the policy of the Congress that each FINANCIAL INSTITUTION has an affirmative and continuing obligation to respect the privacy of its consumers and to protect the security and confidentiality of those consumers nonpublic personal information. According to the FCRA the above servicing company has violated my rights by providing my confidential and private information to a non-affiliated third party without my permission or without giving the proper disclosures. Pursuant 15 USC 6802 Account # XXXX x XXXX
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Nelnet has not processed my SAVE application, which was submitted to them by the DOE on XX/XX/2023. I have confirmation from the DOE that Nelnet is my service provider, but Nelnet has made no progress on my application, and insists that I do not have an application filed with them. On XX/XX/2023, Nelnet sent me an account update telling me that my account was in administrative forbearance, and that I was not required to submit any payment during that time. The message had no end date, and no message of loan payment activation was sent after the message of administrative forbearance was sent. It was my understanding that, as of XX/XX/2023, my account was in forbearance and did not require repayment. My account on Nelnet 's website has no record of this message -- in fact, I have no messages in my account inbox except for my statements. On XX/XX/2023, I received a message from Nelnet telling me that my account was past due, and that I owed twXXXX months ' worth of bills, totaling over XXXX dollars. That bill includes both the month of XXXX and XXXX, even after the account was supposedly put in forbearance. I have been unable to contact Nelnet on this subject outside of automated voice messages. Their hours are incompatible with teaching hours, and their call centers have an average wait time of 2 hours.
Company Response:
State: MN
Zip: 55408
Submitted Via: Web
Date Sent: 2023-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: This is an addendum to complaint XXXX. Prior to student loan payments resuming, I applied for the SAVE program to alter my repayment plan on XXXX. I was notified that my request was received but have not heard an update in months and no details have been provided by Nelnet or the Department of Education for the status of my request. Their website crashes multiple times whenever I try to post a payment that is directed to specific loans rather than their standard payment parameters, request information/contact from them or attempt to notify them that they incorrectly list my account as past due when I have only had 2 payments due and have made 3 full payments. Their phone customer service hours are limited making it nearly impossible to contact them via that channel and no effort has been made to return any my multiple emails. Several other users have reported similar issues and have also not received any contact from them or have been told the website just has a mind of its own. This is criminally negligent on their part and is negatively affecting my and many others financial wellbeing.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to 15 USC 1681 {$600.00} of the Fair Credit Reporting Act " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality and a respect for the consumer 's right to privacy. '' ( Furnisher of information to credit agencies ) is a consumer reporting agency and I am the Consumer. I invoke my right to to ensure my private information IS NOT shared as backed by 15 USC 6801 which states " It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its consumers and to protect the security and confidentiality of those customers nonpublic personal information. '' ( Furnisher of information to credit agencies ) is a financial institution as defined under that title 15 USC 1681 {$600.00} sec. 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' Additionally, these companies that furnish information to credit agencies, financial institutions and the Consumer reporting agencies XXXX, XXXX and XXXX DO NOT have my consent to furnish this information and they surely DO NOT have my written consent. Any and all consent to XXXX, XXXX XXXX, ( Furnishers of information to credit reporting agencies ), whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless -- the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' ( Furnishers of information to credit reporting agencies ) never informed me of my right to exercise my nondisclosure option. Not only that, 15 SUC 1681C ( a ) ( 5 ) states " Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information. Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. '' This account is an adverse item they are reporting again without my permission which is against the law. According to, 15 USC 1681 s-2 ( A ) ( 1 ) A is states " A persons shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. Also, 15 USC 1681 e states " Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681 c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. '' XXXX, XXXX and XXXX are not maintaining reasonable procedures. Also, 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I AM OPTING OUT OF YOUR REPORTING SERVICES.
Company Response:
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: on XX/XX/XXXXXXXX I received an email from XXXX XXXX Firstmark services attempted to contact me, as I was unable to make payments and my loan was going to go to default. On XX/XX/XXXXXXXX I called firstmark care services and spoke with XXXX XXXX I got in contact with XXXX XXXX from firstmark, explained my situation and XXXX told me about the interest only payment short term plan, where due to financial burden I would only have to pay interest for my loans for a 3 month period. I had to pay a total of XXXX on this day to avoid my loan going into default. XXXX then submitted an application to my XXXX account to fill out for the interest only plan. On XX/XX/XXXXXXXX my application was completed. I agreed to the following : " Thank you for your recent request for assistance on your private loans. Nelnet Bank offers a Reduced Payment Plan as a short-term hardship assistance option. Under this plan, the minimum monthly payment is reduced to interest only for six ( 6 ) months. After the first three ( 3 ) months of successful consecutive interest-only payments, any existing delinquency will be cured and the account will be current. After the next three ( 3 ) months of interest-only payments, full Principal and Interest monthly payments will resume. Please carefully review the form and complete and sign the appropriate sections and return using one of the follow methods listed at the bottom of the application. Interest will continue to accrue while on the Reduced Payment Plan. Any interest that remains unpaid at the end of the six ( 6 ) months will be capitalized ( added to the principal balance ) and may increase your monthly payment. Until you receive notification that your request for hardship has been approved, please continue making your payments by the scheduled due date to avoid further delinquency. You can always view your monthly statement online. If you fail to make payments for the initial three ( 3 ) consecutive interest-only payments, you will no longer be eligible for the program, and will not have your delinquency cured. If you fail to make your interest-only payments on time during the six ( 6 ) month period, you will become delinquent, which could lead to late fees, credit reporting, or potential default. You are limited to one '' XXXX sent an email to my XXXX account, not VIA the firstmark website with the payment plan as listed : XX/XX/XXXXXXXX XXXX due XX/XX/XXXXXXXX XXXX due XX/XX/XXXXXXXX XXXX due " after you make this last payment then the account should be brought current for you '' On the firstmark website, I received a document saying my application for interest only was accepted, with all different dates than I agreed to with XXXX. " Dear XXXX : Firstmark Services Your request to make interest-only payments on your loan ( s ) has been approved and applied to the loan ( s ) listed below. This means you will only be responsible for paying the interest that accrues on your loan ( s ) each month. You will not need to make payments on the principal balance ; however, you can do so without penalty if you choose. For your Note ID ( s ) : XXXX the interest only Start Date is XX/XX/XXXXXXXX and the End Date is XX/XX/XXXX. Please remember that interest accrues daily, so your amount due each month will be different depending on the number of days between your payments. This means if you make a payment before your due date, your payment for the next month may be higher to account for the additional interest that has accrued, as interest can not be pre-paid. If your account is set up for auto debit, your payments will still be automatically debited on your due date each month ; however, the amount may change depending on the amount of interest due. '' I called firstmark services and spent over an hour on the phone trying to make sense of the payment plan as the plan I agreed to, was not matching these dates. The customer rep assured me that as long as I paid the interest only, my loan would not go into default. I requested documentation of my payment plan with the interest plan to be documented legally on firstmark sites. I was told, " we are unable to do that, I can ask my manager to send you an email with your plan '' - I agree to a payment plan but, I can not get legal documention? I pushed to received documentation. XX/XX/XXXXXXXX I paid XXXX to Firstmark Services XX/XX/XXXXXXXX I finally received " documentation '' as listed below. Your Nelnet Bank Refinance loan ( s ) listed below is now in Repayment status. You will find your estimated repayment schedule below. We have also enclosed frequently asked repayment questions to assist you with this transition. Note ID Status Change Date XX/XX/XXXXXXXX Outstanding Principal Balance : XXXX Number of Payments XXXX Regular Monthly XXXX Payment Amount * If you are unable to make a payment due to a financial hardship, please contact us at the number below. Your lender may offer repayment options, and we can help identify the payment assistance options available to you. This repayment schedule is based on your current interest rate and due date. If you have a variable interest rate loan, your interest rate may change periodically. Since interest accrues daily, if you make a payment before or after the due date, more or less interest will accrue and be allocated from the payment. Again, confused on that documentation, I would like a specific amount due and due date. on XX/XX/XXXX I emailed Firstmark " I continue to have issues with the payment schedule. I am on an interest only plan, ive attached a copy of the email with the payment plan, yet it continues to not match up with the records. Please explain what my actual payment plan is '' Recived an email back on XX/XX/XXXXXXXX stating " Upon review of your account, I show a special letter was sent out to you on XX/XX/XXXXXXXX that stated the amount of payments to be made before interest only can take affect. Our records indicate that your account is currently 126 days past due for a minimum payment of {$860.00}. You may continue to receive delinquency notices or calls so long as the account reflects past due. We are required to report to all credit bureaus any accounts that are 45 or more days past due on the last business day of the month. Should your account reach 120 days past due, your loan may default and be returned to the lender for further collection activity. '' On XX/XX/XXXXXXXX I Received messages through firstmark saying my loan again would be going into default if I did not pay by XX/XX/XXXX. Scared, I paid XXXX on XX/XX/XXXX, which they are requesting more but I am unable to do any more. Therefore, I am submitting a complaint due to being told different things, not receiving a clear payment plan with legal documentation and for causing more anxiety with the confusion and threat of loan defaulting.
Company Response:
State: MA
Zip: 02360
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-09
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: XXXX approved loans over XXXX XXXX XXXX be forgiven and my loans fall within those guidelines, but I have not received any forgiveness.
Company Response:
State: MI
Zip: 48223
Submitted Via: Web
Date Sent: 2023-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A