Date Received: 2020-05-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The company is Great Lakes. I did not see an XXXX payment post, and just now noticed while doing budgeting. I logged in to my Great Lakes account and they put my loans in forbearance without my knowledge or consent! This is not the first time they have done things like this. Great Lakes needs to be thoroughly investigated and shut down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 806XX
Submitted Via: Web
Date Sent: 2020-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been medically retired from the XXXX XXXX since XX/XX/XXXX. Now I am hoping I get to graduate and get my XXXX XXXX diploma in XX/XX/XXXX. I am currently taking my last 2 XXXX classes at the University XXXX XXXX XXXX. My VA rating also recently changed to 100 % nearly a month ago due to a recent reevaluation. I was informed that I could apply to get my education loans completely XXXX as a result of it ( XXXX ), I was static since I didn't know this program existed. I was also told that it would take 3- 6 months to get an answer and so I applied right away ( this was in the third week of XXXX ). I had already signed up for my XXXX classes and had requested loans for them long before and it was just a matter of waiting for my Spring semester to end and start my final one this XXXX before I could graduate. In the meantime I called my Financial Aid to ask when the loans would be disbursed ( for my classes ), I didn't want there to be a problem and the new ones not be counted. I say this because two weeks ago I received a letter from the XXXX XXXX office ( the office of the Department of Education that deals with these requests ), and I didn't see the new Summer loans there and so I wanted to do my due diligence and make sure everything was in working order. My FinAid office assured me it would be fine and that the funds have been sitting in my account for a while now, it was just a matter of waiting for all my professors to put in their grades. Only then would the funds get dispersed and reflect in the Department of Education 's end. This is how XXXX holds their student accountable - it was school policy. Unfortunately, one of my professors ( I took 3 classes ) didn't put in her grade till last week. Also late last week is when I saw that my past loans got XXXX as well ( which was amazing ), but without the finals loans being counted in ( {$21000.00} ). They could not get disbursed prior to, due to school policy, not because I wasn't approved or because they were not requested. I had called before to the XXXX XXXX XXXX XXXX ( XXXX ) office and let them know this ( several times ), but they did not look into it or do a thorough job of investigating the manner. I let them know it was happening because of my classes this Summer-and still nothing. After this took place, I continued calling and emailing the XXXX office and letting them know what had taken place. When this process first began, I had been told it would take at least a couple of months ( but it took 3 weeks ) and at at the same time my loans didn't get disbursed because one of my professor took a really long time to post my grade ( the reason why they did not get included in the recent discharge ). It was beyond my control. Each and every time I call they are not only rude, but they keep telling me there is no appeal and no way around it unless I could get a letter from the VA with a different " effective day. '' I can not get XXXX % XXXX again on a different day, for them to even say that is callous and just insensitive. This is a clear sign they truly don't know or understand their audience. I explained this to them and well indifference came my way. They give me the option of going the Social Security and Physician route, with COVID how am I going to do that? The difference between my loans getting dispersed ( because all my grades were in the system ) and the time the XXXX request got approved was 72 hours. I even went ahead and emailed my teacher 2 weeks ago letting her know what I was trying to do and how I didn't want to run into any complications and if she could please kind hurry the matter-and it still happened. I understand why the office is being how they are. I know some people may try and take advantage of the situation and keep taking loans out, so they could just keep getting them XXXX time and time again. But the issue here is that I did do everything I was supposed to do, I called all the active actors, let them know, did my due diligence ; but because of things out of my control I am now being told these last 2 loans can not be covered because technically ( 72 hours ) they were not in the system as dispersed and therefore can not be counted in. But these are my last 2 classes I will ever take. These classes are what will allow me to finally have my diploma. I am not trying to take advantage of the system or anything of that matter, I am just trying to graduate and get a job so I can at least help out with my daughter 's tuition if I can. She is a graduating senior and her financial aid package was not as full as we would have liked it to be, we still have to make up for approximately {$10000.00} for a full year. How am I supposed to do that, when the XXXX office will not see that I am not trying to scam them and just want to include my Summer loans as part of the original discharge? I ask that you please intercede. I have tried calling them multiple times, emailing them, even spoke to one of their supervisors- but no one really wants to help me. I can hear in their tone, their attitude, and indirect dismissal. It just makes me so upset that everyone tells us veterans " Thank you or your service, '' but when it comes down to actually bringing that into action, very few follow through. I am not asking for a handout, but simply for someone to really see how this played out. I really want to continue taking my classes this XXXX and hopefully graduate in the XXXX. I did my due diligence through every avenue I could, I can not afford {$21000.00}. I could not predict unanticipated expedient results from the Department of Education after being told it would not be, nor could I have rushed my teacher or rushed my school in any other way. I don't understand why the burden is being placed one me and no one cares to really listen. I understand this is a fairly new program, but they need to understand they can not and should not treat people as second-class citizens, especially not veterans. I want to let them know that if this is not taken care of in a civil and compassionate manner, I will not hesitate to go up the chain of command.
Company Response:
State: CA
Zip: 90501
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-19
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: Various attempts to clarify that there is no debt where made. The company stated and wrote various communications regarding this matter. The last one was made on XX/XX/2020 ; on this communication they where demanding full payment, while on the initial communication they stated they where not a collection agency.
Company Response:
State: PR
Zip: 00924
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Over the past couple of years, I have been in an ongoing dispute with my Loan Servicer in regards to the amount of debt that they've stated that I owe. As it stands, my student loan servicer, Nelnet, would have you to believe that I owe them {$180000.00} in student loan debt. This is wildly inaccurate. I have brought this matter to your agency to 1 ) have the account balance corrected to reflect {$6800.00} as it should be ; 2 ) Correct the damage done to my credit profile in not only overstating my account balance but flagging me as delinquent for debts that did not belong to me ; 3 ) Have them update the NSLDS so that the amount of student debt that I requested is accurately reflected with the department of education. I have tried to resolve this matter amicably with my servicer, but as of XX/XX/2020, things have taken a turn for the worst. On XX/XX/2020, I reached out to the servicer to inform them yet again of the account balance discrepancy and requested that they update the information reported in my account to the bureau, the dept. of education and within their files. At that point, I asked them to provide me the information related to how they received the account, and how they came up with such an inaccurate number. In an effort to disguise the origins of the account, the Servicer made false claims stating that they received all the account information the department of education and that the department of education was the one reporting the information to NSLDS. When I refused to accept that answer, the servicer then attempted to shift blame to the schools in which I attended, suggesting that perhaps the school did something underhanded and a borrower 's defense claim was more appropriate. I told them that I did not have any evidence of the school doing anything inaccurate unless the amount that Nelnet was reporting was something the school claimed that I owed. After 20 to 30 minutes of intense conversation, I asked Nelnet to stop playing games and provide me the information to which they received my account. At that point, they stated that they would forward the requested documents over within 3-5 business days, and told me that the data provider for the information to which they used to collect the debt came from an agency called XXXX. Upon hanging up, I reached out to XXXX about the account. They stated that my account was at a XXXX balance. I had made several payments to get this account in good standings. 3-5 business days later, Nelent produced a master promissory note as justification as to why I should have to pay the XXXX, and stated that my account balance statement, an entirely separate document in unison was sufficient. I stated to them, that I had no recollection of the MPN that they produced, but more importantly, the MPN does not indicate an amount of money that an individual owes just that the individual took out a student loan and promised to pay. On XX/XX/2020 I confronted Nelnet again about the discrepancies related to my account and that what they provided to me was not sufficient information to prove that I owed them anything. I requested that they remove the information again, and they gave me the run around per the usual. They tried to fraudulently claim that the Dept. of Education was the reason why they stated I owed that amount and that the Dept. of Education was the reason why the NSLDS reported that amount. I reached out to the department of education to follow up with Nelnet 's claim, and they assured me that they were the ones who provided that information, and everything there was tied to Nelnet. What I tried to explain to Nelnet is that they must provide sufficient evidence to the origins of the debt and the true amount. They are not allowed to hold me hostage to this debt, especially without validating or providing accurate information to me. I tried to explain to Nelnet that I had my disclosure statements documenting exactly how much I took out with them. As I stated before, much of this was paid off prior to that, but even on its worst day was nowhere near what they claimed. Attached I have provided my disclosure statements, the MPN that Nelent produced, and the account balance that they claim I owe. I have also provided a spreadsheet with the total of debt that I actually took out, and will also provide the XXXX account balance from XXXX within the next 5 business days.
Company Response:
State: TX
Zip: 76179
Submitted Via: Web
Date Sent: 2020-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
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: Thank you CFPB for your time and help in this matter. I'm here to report that Nelnet is in violation of the laws of the FCRA. They are report inaccuracies into late payments to the credit bureaus. Also these accounts was transfered and closed but reported multiple late payments after the fact. These are 8 different violations
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
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: Thank you CFPB for your time and help in this matter. I'm here to report that Nelnet is in violation of the laws of the FCRA. They are report inaccuracies into late payments to the credit bureaus. Also these accounts was transfered and closed but reported multiple late payments after the fact. These are 8 different violations
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
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: Thank you CFPB for your time and help in this matter. I'm here to report that Nelnet is in violation of the laws of the FCRA. They are report inaccuracies into late payments to the credit bureaus. Also these accounts was transfered and closed but reported multiple late payments after the fact. These are 8 different violations
Company Response:
State: CA
Zip: 92122
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
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 see multiple 30 & 60-days late marks which is a clear violation of my right under the FCRA. The company has never responded to any of my attempts to obtain any proof or documentation that will prove this account is being reported accurately.
Company Response:
State: MA
Zip: 02302
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: To whom this may concern, My credit dropped fifty points due to a report from Great Lakes borrowing per XXXX, and there are no details present. My account was put into automatic forebearance due to the CARES act, and I was under the impression that the report from this company to the credit companies should show " on time. '' Please advise and help. This issue happened seemingly overnight, and I want my accurate credit correct on my next report ASAP. I can not submit a claim to XXXX until I am off of work on Thursday during their business hours, as they are not allowing online claims to be submitted. I also filed an online claim with Great Lakes. Thanks in advance, XXXX XXXX A Frontline XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06511
Submitted Via: Web
Date Sent: 2020-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-05-17
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Due to the COVID-19 I have reached out to Nelnet student loan service to ask whats options I had in a assistance with financial stress. I was given the option to place my loan in forbearance for 90 days, which I opted to do. The company did not let me know that they would be placing a note on each credit reporting agency under their debt the consumer has been affected by a natural disaster in which has dropped my score by about 20 points on each. I asked to have this removed to no avail due to the negative effect is has had on my credit score.
Company Response:
State: FL
Zip: 33444
Submitted Via: Web
Date Sent: 2020-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A