Date Received: 2020-07-16
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: I was shocked when I reviewed my credit report and found late payment on the dates below : XX/XX/XXXX - XX/XX/XXXX I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me, or the payment was not applied as fast as expected. I checked my bank account and noticed that you deducted the money out of my checking account that on the month that you marked me late on my credit report.
Company Response:
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: On XX/XX/2020 I submitted a COVID-19 ( Natural Disaster ) Forbearance application via the Firstmark Services/Nelnet, Inc website. After a week or two when I did not receiveany information regarding whether or not the forbearance was denied or approved, nor did I see any changes to my due date on my account page, I called the customer service number. The representative I spoke with apologized to me for the delay in processing the forbearance application and informed me I had one month of forbearance left. She let me know the next due date would be XX/XX/2020 but advised me to call back on XX/XX/2020 to inquire about the availability of additional COVID-19 Forbearance. I continued to monitor my account to check for updates to my due date. Last week, I noticed my accountdue date was still not updated to reflect the COVID-19 Forbearance. I called back and spoke with a representative who apologized for the delay in processing my forbearance application and told me the previous representative was mistaken and that I actually had three additional months, rather than one additional month, of forbearance available. She stated my repayment would begin XX/XX/2020. She said she would call me back on XX/XX/2020 to confirm processing. After speaking with this representative, I did not see the new due date reflected when I checked periodically online. I also did not receive a call back from the representative. I followed up two times today. When I called this morning I spoke with a representative who informed me I had no COVID-19 Forbearance left and that both of the previous representatives provided misinformation. I could not follow up with a manager at that time, as she advised, and needed to call back. When I called back to speak with a manager, the first representative confirmed I had no forbearance left. Neither of the representatives I spoke with today could explain why I was previously informed I had COVID-19 Forbearance left or why I never received a written denial of my XX/XX/2020 COVID-19 Forbearance application. The second time I called in today I requested to speak with a manager after first speaking with the initial representative. The representative transferred me to someone who gave the name " XXXX '' and described herself as a " Specialist I. '' When I requested contact information regarding how to file a complaint, XXXX said she could not give me any contact information and that my " only option '' was for her to file a complaint on my behalf. She also said she had no employee/representative number I could reference to identify her by and no direct contact information. She advised me to call the general customer service line and ask for her because, she said, " I'm the only XXXX. '' I explained to XXXX that she is required by law to provide me with information so I can file a complaint on my own. She then gave me the general customer service email address and the Firstmark/Nelnet, Inc mailing address. When I asked her why she originally denied me this information stating my " only option '' was to have her file a report on my behalf she denied denying me this information stating she just wanted to present me with the " simplest option. '' I then reminded her of her role as a customer service representative and her responsibility to ethically and competently provide me with accurate resources and information. With hesitation and my prompting, XXXX revealed that she is a Specialist I, and above her there is a Specialist II, and above that person is a Team Lead, and above that person is a Supervisor, and above that person there is a Manager. When asked why I was not transferred to a manager as I requested, XXXX informed me I had to go through the proper channel of " escalation '' and that at every stage there could be a 2-3 day callback turn around. This would mean I could potentially not speak with a manager for up to 12 business days. My demands are simple : 1. Written notification of the denial of my XX/XX/2020 COVID-19 forbearance application with an explanation for the denial. 2. The dated written policy stating three months is the maximum amount of COVID-19 forbearance offered. 3. Contact information for the external body to which I can file a complaint, e.g., The Department of Education, The Consumer Financial Protection Bureau, The Attorney General 's Office. 4. 90 Days of COVID-19 Forbearance. 90 Days is the minimumamount of time allowed for COVID-19 Forbearance. Considering the pandemic has not ended, it is appropriate that this Natural Disaster Forbearance should be extended. 5. Retraining of XXXX and other representatives who provided inaccurate and/or unethical customer service. I can be reached at XXXX. Best regards, -- XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX
Company Response:
State: IA
Zip: 50010
Submitted Via: Web
Date Sent: 2020-07-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I called Great Lakes Educational Loan Services regarding my Stafford Loans. Following a graduate in-school deferment - which ended in XX/XX/XXXX, with payments starting XX/XX/XXXX - I chose a " standard '' plan that would repay loans at a total monthly payment of {$620.00} for 120 months. When the CARES Act forbearance went into effect, I had a balance of {$54000.00}. I continued to make payments during the forbearance period, I reduced the amount of repayment to {$46000.00}. The monthly payment was therefore reduced to {$510.00}, which was reflected as of XX/XX/XXXX. However, upon making another payment on XX/XX/XXXX, the monthly repayment had reverted back to {$620.00} an the terms of the loan had changed from 120 ( 117 if you count payments I made before forbearance ) to 92 months. Great Lakes said to check on XX/XX/XXXX -- after the forbearance expired to check for an updated account view because as of now, the portal is not reflecting accurate information and they are unable to do anything about the change.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: I went to XXXX University from XXXX and had student loans for tuition through XXXX, serviced by Great Lakes Student Loans from XXXX through XXXX. In summer XXXX ( XX/XX/XXXX ), XXXX switched servicers from Great Lakes to FirstMark Student Loans. At that moment in time all student loans ( different years / semesters ) were paid on time and paid ahead. All payments from XXXX to XXXX were made on time and for an amount above the minimum payment required resulting in paid ahead balances. FirstMark had different privacy policies than Great Lakes that I was not familiar with. In the communication from XXXX, I was told my accounts, login ID, passwords would not change. And that was true. I continued to login with the same ID and password and make the same monthly payment as had been for the past 10 years. In XX/XX/XXXX/XX/XX/XXXX, FirstMark reached out saying I did not make a payment on my student loan. I checked my bank account and money transferred from my bank account to FirstMark for the same amount as had been for the past 10.5 years. FirstMark / XXXX reported this to the Credit Agencies taking my Credit Score from just above 800 down to about 710. Eventually, FirstMark and I were able to determine that FirstMark had different privacy settings than Great Lakes and that had led to the payments ( {$600.00} per month for 10.5 years ) to not be applied in the same manner than Great Lakes had applied them. This caused one of the loans to not be receiving part of that {$600.00} payment. The remainder of the {$600.00} payment I continued to make was being applied to paid ahead balances on the other loans while letting this one loan go into default. Through all of my communication with FirstMark they agreed they were in error and would fix this. However, it was never done. I was continually spun in circles. It was eventually escalated to XXXX executive offices ( XXXX ) who did a review and said that I never made a payment on that loan and therefore it was in default. Subsequently, the following month I made the same {$600.00} payment and the {$850.00} balance of the loan went to {$0.00}. FirstMark moved paid ahead balances from other loans to that loan to pay it off and then close it. I did not request FirstMark to do that action. When I followed up with FirstMark to ask how that happened the service representative was not able to explain how it happened and said that it shouldn't have. If FirstMark had that capability then why would they have not done it before putting the loan into delinquency. I have been in communication with FirstMark and XXXX for the past three ( 3 ) months and have continued to just be spun in circles. I don't know where to turn to at this point.
Company Response:
State: OH
Zip: 45242
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-15
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: On XX/XX/XXXX & XX/XX/XXXX, Great Lakes transferred some of my student loans to Nelnet. At that time, my monthly payment was {$0.00}. I never received any information regarding the transfer. I found out about the transfer in XX/XX/XXXX. Between XX/XX/XXXX & XX/XX/XXXX I was under an Emergency Declaration related to flooding. I contacted Great Lakes to ask for a deferment and it was granted. At no time did Great Lakes tell me that there was a change to my account and I had not noticed since I still had a monthly payment of {$0.00}. During the month of XXXX in XXXX, Nelnet reported a 90+ day late payment to all three credit bureaus. During XX/XX/XXXX, Nelnet applied a deferment for the period of the Emergency Declaration. Nelnet will not remove the late payment notification from my credit report. I have never paid Nelnet any money as of today ( XX/XX/XXXX ) and I do not owe them any money as of that date. Nelnet incorrectly reported by account as delinquent even though I did not owe them any money. I have tried contacting them and they refuse to change the reporting. They reported my as delinquent even though there was an Emergency Declaration and had not made any two-way communication with me.
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2020-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Issue : On XX/XX/XXXX I spoke to a Nelnet Representative by the name of XXXX. XXXX informed me that I could receive a .25 % interest discount if I made my student loan payment ( s ) by enrolling in Auto Debit. Consequently, I enrolled immediately for Auto Debit and the Auto Debit began on XX/XX/XXXX from my XXXX XXXX account. After speaking to a Nelnet Supervisor, XXXX on XX/XX/XXXX, I was informed that I had not been getting the .25 % loan interest rate discount and that my loan ( s ) did not qualify for that discount. XXXX informed me that the representative, XXXX ( back in XXXX of XXXX ) had provided incorrect information and that he, XXXX was not surprised. Obviously, XXXX/Rep in XXXX did not research the type of loans I had to ensure the loans actually qualified for this .25 % discount. Consequently, for four years, I have been enrolled for Auto Debit making my payments and have not been reaping the benefit of the .25 % loan interest rate discount which I guesstimate would be approximately {$1.00} - $ XXXX over the course of 4 years. In addition, in XXXX of XXXX, XXXX/Rep did not inform me at that time that I could apply for a Direct Loan Consolidation and this also would have ensured the .25 % interest discount with Auto Debit. On XX/XX/XXXX I spoke to XXXX XXXX/Supervisor at Nelnet and was told there was nothing Nelnet could do about the mistake. XXXX also informed me she would file a complaint internally. However, I would not be contacted about any internal Nelnet results. I again on XX/XX/XXXX, had a lengthy conversation with XXXX XXXX/Supervisor about the XX/XX/XXXX, .25 % interest rate mistake on my account, and was told the same thing again, i.e., there was nothing Nelnet could do, but that she/XXXX had already filed the complaint internally. This is not the first time over the years that Nelnet representatives have provided me with incorrect information. Disappointing, extremely disappointing, and frustrating that I made an Auto Debit decision ( s ) based on receiving inaccurate information. Moreover, that Nelnets INCORRECT information has cheated me out of a substantial discount when I could have also been advised by XXXX/Rep to apply for a Direct Loan Consolidation ( enabling me to actually qualify and receive the .25 % discount ).
Company Response:
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/2020 Called XXXX XXXX XXXX at XXXX, was told that they had requested my loans from Great Lakes Education in XXXX of 2020 in order to place me on the public service loan forgiveness program. XX/XX/2020 Called Great Lakes Education at XXXX, was told that XXXX XXXX XXXX is not accepting new transfers of loans until after the COVID pandemic and that I would be required to make standard repayments which is over {$2000.00} a month. XX/XX/2020 Called XXXX XXXX XXXX at XXXX to inquire about this, they stated this information is not accurate. I need Great Lakes Education to release my loans to XXXX XXXX so I can be placed on an income driven repayment plan with public service loan forgiveness.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2020-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-13
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: I spoke with Dept of edu they advised the Administrative CARES forbearance was applied to my student loan. They advised they reported back to both credit unions in regards to this issue on XX/XX/XXXX it is now XX/XX/XXXX and the 80+ point drop in my credit score has not been corrected. It is hard enough as a XXXX of XXXX to get ahead and an 80+ drop in my score impacts my life greatly. I have worked entirely too hard for a mistake I had nothing to do with having such a negative experience is extremely disheartening. I have since reached out to the credit bureaus but they dont care obviously Im just another number. Theres so much red tape and we dont get the immediate correction deserved. If there is a number I can call to get this worked out ASAP please let me know.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97211
Submitted Via: Web
Date Sent: 2020-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: PRIOR TO XX/XX/2020 MY FEDERAL STUDENT LOANS WERE $ XXXX ON XX/XX/2020 STUDENT LOANS AMOUNT INCREASED BY {$63000.00} AND I AM NOT IN SCHOOL ANYMORE. THE TOTAL STUDENT LOANS ARE NOW TOTALING {$120.00}, XXXX AND THE NUMBER OF STUDENTS LOANS WENT FROM 19 TO 38. THIS INFORMATION IS INCORRECT AS THE DEPARTMENT OF EDUCATION ONLY ALLOW A SPECIFIC AMOUNT IN STUDENT LOANS IN A LIFE TIME. I DONT KNOW HOW MY CREDIT REPORT COULD REFLECT AN INCREASE WHEN IM NOT IN SCHOOL AND WILL NOT BE ENROLLING IN SCHOOL. THIS IS AN ERROR AND SHOULD BE CORRECTED. MY STUDENT LOANS SHOULD BE {$0.00} DUE TO DISCHARGE OF MY STUDENT LOANS THROUGH XXXX XXXX XXXX XXXX DISCHARGE. INSTEAD OF REPORTING LOANS AS BEING PAID IN FULL, THEY DOUBLED IN AMOUNTS OWED.
Company Response:
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-07-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet is reporting inaccurate information on my credit report and refuses to correct it even when I have sent proof of the fraudulent information. As a borrower and current college student I have had a horrible and unfathomed experience with Nelnet. I am currently in deferment as I submitted an IDR plan and now because of Covid19. I have between XXXX accounts with Nelnet and they have issued 10 late payments on each account causing my credit score to drop and now I am denied credit and to obtain a vehicle to take my children back and forth to the doctors. One of my children is XXXX and having reliable transportation is a necessity for me but because of all the late payments I can not acquire a car. The late payments Nelnet has added to my credit report are fraudulent and they are reporting inaccurate information. Between XXXX there has been so many complaints with Nelnet adding late payments to accounts, not properly adding payments and causing borrowers to get in over their head to repay or live a suitable life. All of my Nelnet accounts that were part of the XX/XX/XXXX through XX/XX/XXXX late payments show deferment status effective as of " XX/XX/XXXX. '' Also XXXX XX/XX/XXXX. Also, I was enrolled full time before any payment in XXXX became due. Therefore, my credit reports do not currently accurately reflect previous payment statuses with Nelnet, both as they actually existed and as Nelnet has recorded them. I am thus requesting that in compliance with Section 623 ( a ) ( 2 ) of the FCRA that the six accounts showing a 60-day late payment in XX/XX/XXXX through XX/XX/XXXX be updated and/or corrected and removed. In the event that these reports are not immediately updated to accurately reflect my payment status during XX/XX/XXXX through XX/XX/XXXX, I intend on filing disputes with each credit bureau in addition to official complaints with the FTC, CFPB, XXXX, and pursue other legal routes if necessary. I have sent nelent more information showing I was in school and forbearance letters they sent me but they refuse to remove late payments. I am not asking for removal of any accounts but they late payments that they are reporting inaccurately that is damaging my credit report and hindering me from obtaining a stable home and transportation because of false information that XXXX knowingly will not change
Company Response:
State: NV
Zip: 89119
Submitted Via: Web
Date Sent: 2020-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A