Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I had Great Lakes as my lender for a couple of years. As of recent, upon resuming my loan payments, my loan was acquired by Nelnet. Problems with accessing the website are common. Ive contacted them and they said to reset my account credentials. Uopn further research from my part, Ive found Nelnets user login interface is quite ineffective, with password resets, account lock-ups, poor or lack of customer support access. Ive so far been able to make my scheduled payments, but I am growing more concerned with this company performance. Many students struggle to make payments, and I see this company is preventing student payment process efficiency. Please research this issue as most students are honest people and Nelnet is not fulfilling their responsibility to enable a reliable, secure, efficient method to replay student loans. Seems Nelnet is not capable to effectively support the student loans. Many students may have issues or even find they have credit scores affected by this, which is unfair.
Company Response:
State: AZ
Zip: 85388
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX of XXXX, I received notice from Nelnet that my loans were paid in full. The statute of limitations in South Carolina is 6-8 years for reporting loans. This loan far exceeds that. In the last complaint file the company responded with I exceeded poverty level in XXXX of XXXX, yet I have letters from them in XXXX of XXXX that state otherwise. Also, account numbers have been changed multiple times. Company can not provide with me a copy of the contract that was signed. Company has received the funds in full, but changed the account number to try and argue that no funds were received.
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Update : Nothing has changed other than having to pay Huge amount of interest. I found my information on the XXXX XXXX XXXX page with all of my records, since the beginning. My loans are under the XXXX XXXX XXXX. On page 9 of 13 bottom of the paragraph talks about loans being paid off after 10 years of repayment. The loan service company has violated my contract.
Company Response:
State: TX
Zip: 78660
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/2023 I received an email from Nelnet indicating my student loans were transferred to XXXX. My account with Nelnet showed an outstanding balance of XXXX with a XXXX payment due. I got a mortgage loan verification document from them indicating that the loans have been transferred and the outstanding balance was XXXX. However, Nelnet refuses to report this to the credit bureau. They are reporting that I still owe XXXX and that they still own this debt. I have contacted Nelnet to resolve this and was told via an account message that no further reporting will be done at this time. I disputed this with the 3 major credit bureau and only XXXX agrees and resolved the issue. The other 2 say they reach out to Nelnet and Nelnet says my claim is not valid and that they still own that debt even though it was transferred to XXXX ( which I have since paid in full ).
Company Response:
State: VA
Zip: 246XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When scheduling my first payment after the federal pause, I tried to cancel the scheduled standard payment and make a custom payment that went entirely toward my highest interest loan which according to info on their website is within my legal right and wouldnt cause me to show as past due as long as the total payment matched the monthly amount due. Their website crashed several times while adjusting my payment and I was forced to log back in a minimum of five times. The website ended up withdrawing two payments from my bank account, one standard toward all loans and one adjusted to go toward only my highest interest loan. I emailed them to refund one of the payments as my budget does not accommodate double payments and they never responded. I made my second payment on my monthly due date of XX/XX/XXXX, the payment was processed successfully, but they now show my account past due which is incorrect, it should be one month ahead until they refund me. They do not respond to emails and their website is so glitchy and crashes so often requiring you to login multiple times to accomplish any action that I have no faith in their ability to execute even the bare minimum of their responsibilities in servicing my federal student loans.
Company Response:
State: NV
Zip: 891XX
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: We contacted Nelnet and we believe they process my income driven repayment plan incorrectly. I received a letter on XX/XX/XXXX that my payment would be {$480.00} for 12 months beginning on XX/XX/23. Subsequently I received another letter XX/XX/XXXX state the payment increased to {$1100.00}. I believe they are not accounting for my spouse 's XXXX dollars in student debit in their calculations.
Company Response:
State: NM
Zip: 87120
Submitted Via: Web
Date Sent: 2023-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nelnet keeps reporting to the 3 credit bureaus that I have open accounts with them that all have balances on them. This is incorrect. All of my accounts with Nelent were transferred/consolidated/paid off by XXXX in XXXX. I disputed these accounts with the XXXX on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX All of the disputes came back with results saying that Nelnet reviewed the account and they are all correct. My debt to income ratio is suffering drastically because my credit shows 10 Nelnet loans that shouldn't be there. When I spoke with Nelnet after each dispute the representatives tell me they can not legally remove them from my credit report and it can take years for it to show that it's been closed. This is incorrect because my XXXX accounts were also transferred to XXXX and they are already showing closed with a {$0.00} balance.
Company Response:
State: AL
Zip: 368XX
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I've contacted XXXX and filed multiple disputes with the same to have the information contained on my credit report to be corrected and updated to reflect the current status of the accounts in error. Each time I receive the same reply, stating the information has been verified. Obviously the information has not been verified through verbal communication. The accounts in question were last updated on XX/XX/2023. I've been in contact with the Dept. of Ed/Nelnet. In my conversation with a representative they have verified that the information reporting on my credit report is not correct ; nonetheless, they were unable to provide me with a resolution to correcting the reporting problem other than filing a complaint. The recent balances that are reporting on my credit report should show that the referenced accounts and associated balances have been Transferred and closed over 120 days ago.
Company Response:
State: OH
Zip: 44120
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: For the last XXXX months, since XX/XX/2023, BEFORE my due date to make my first payment on my student loan, I have submitted ( 3 times now, once in XXXX, once in XXXX and another time in XXXX ) for a Deferment request as I attended part time ( XXXX credit hours ) school for the semester of Fall 2023. I have submitted official documentation from my school as proof of my enrollment as well. Not only do I not receieve confirmations, I only see a " we are processing your request '' banner when I check the progress of my request a week or XXXX after I submit. Then, that notice disappears, with NO track or record of my request in my Nelnet account either. Like I never requested anything. Then a few weeks later, I get a notice about my payments being late. I have tried calling numerous times, to be on hold for a long time ( XXXX minutes ) then the call dropping/ hanging up once it is my turn. I have tried to email them, as I realized last month this is affecting my credit score and continues to do so ( the last time I requested it was XXXX, this time I took screenshots and saved everything ). I just attempted to call them again as this is the third time my requests not only disappear, but doesnt go through. And again, affecting my credit score for the third month in a row.
Company Response:
State: CA
Zip: 91307
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I have disputed these late payments 3 different times with XXXX XXXX XXXX XXXX is the only one reporting it correctly. XXXX and XXXX just keep verifying the information without sending me any method of procedures. I disputed on XXXX XXXX XXXX XXXX. They havent even investigated. They just sent something back saying they werent going to investigate. I sent a 3 XXXX report in each letter- SHOWING THE ERRORS DPEDNELTNET XXXX DPEDNELTNET XXXX DPEDNELTNET XXXX DPEDNELTNET XXXX DPEDNELTNET XXXX
Company Response:
State: FL
Zip: 33971
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A