Date Received: 2023-12-05
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have called this company everyday for the last XXXX weeks and sat on hold for over three hours almost every time. I tried emailing and the response they sent said to call that they are not accepting emails. Its been almost a month since I made a payment and they have not updated my account to reflect my payment. Im pretty sure no one actually works for them and the phone number theyve provided is fake.
Company Response:
State: FL
Zip: 32952
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I applied to the new XXXX repayment plan in XXXX of XXXX. I contacted Nelnet in XXXX after receiving a giant bill to repay my loans and after waiting on hold for over XXXX hours they answered the phone. I was told my application was under review and I would need to wait for a request of XXXX dollar payment to change plans. The woman told me they would send the email by early XXXX at the latest. I told her the bill shows I owe a massive payment that I can not afford. She said well you dont actually owe that we just have to process your application. I told her legally it shows I do owe that, and you could ruin my credit or worse by sending me bills prematurely. She assured me that I didnt owe that amount and I would have my application completed promptly. I havent received any information or emails from since then and I can not get anyone to answer the phone for days. This is beyond unacceptable. No one has XXXX hours to wait on hold. This is predatory and should be investigated. How could the federal govt select this terrible company to take over student loan debt?
Company Response:
State: HI
Zip: XXXXX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Today, XX/XX/, I sat on hold with Nelnet for approximately 2 full hours before an agent even answered my call. When he finally answered, I inquired about why my payments are being applied 100 % to interest and not principal. He advised me that he did not know why and that that should not be happening. I also inquired about my interest rate being higher. He placed me on hold again for approximately 10 minutes and the line went dead, ON THEIR END.
Company Response:
State: MD
Zip: 21117
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Ive been paying on my nelnet account for years and never had an issue. My payment increased earlier this year and I needed to speak with them about helping me adjust it so I can continue to pay my student loans back. One day I was contacted by a company named XXXX and the representative told me they were helping nelnets clients and for me to upload my recent paystubs to my nelnet account and nelnet would take care of it since she put in a request for them to contact me. I did this back in XXXX and have yet to receive a call from nelnet with an actual person on the phone. I have received calls from nelnet, but every time I answer they would hang up. I was advised by the XXXX rep not to make any payments until I received contact from nelnet. I decided to reach out to nelnet myself in XXXX. I called multiple times and sat in que for 1-2 hours each time. I work for a living and have a new baby that I need to attend to. I dont have hours to waste on the phone since my job requires me being on the phone. I spent XXXX, XXXX, and most of XXXX trying to call nelnet and never once got through to a representative. I decided to try to contact them through email late XXXX. I received an email back but it just apologized and said heres some online things that may help. I responded and told them I needed an actual representative to contact me ( Im still waiting ). All three of my credit reports had great scores in the mid to high XXXX. Since this all started my scores have dropped to the mid XXXX! I know I owe the money and Ive been fine paying it for years! I needed help from nelnet to ensure I can continue to pay as normal. Ive been dodged and held hostage in a phone que for months and this has now ruined my credit! I want them to remove the past dues on my credit reports and help me correct the account so i can continue to pay it.
Company Response:
State: SC
Zip: 29649
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: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Spoke with Nelnet on XX/XX/2023 asking for a refund of payments made during Covid. I can not refinance consolidate until I receive this refund that was on XX/XX/XXXX. I applied today is XX/XX/2023. I need to know when I can consolidate my loans and I cant do that until I get this refunded. Very very frustrating.
Company Response:
State: IL
Zip: 60477
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: Dealing with your lender or servicer
Subissue: Co-signer
Consumer Complaint: I am filing another complaint in response to my last complaint. I have tried and tried to have Nelnet assist me as the co-borrower and I have been told I have no rights to making decisions with the loan for YEARS. I do not have access to the online account and need it. I have requested a forbearance and have been told that I can not qualify without the primary borrower and now it is because they are commercial loans. I can not consolidate into a Direct Loan as suggested by Nelnet in a recent email sent to me because the loan is going into default. The primary borrower is now homeless and inpatient in a hospital as of Sunday XX/XX/XXXX. I am waiting for the loans to be separated which will not occur until late XX/XX/XXXX. I have been informed that other individuals in the same position as me in terms of commercially held loans have been granted an administrative forbearance for 12 months through the end of XXXX. The Ombudsman does have my case. I have applied for the split of the loans. I have continued to make my partial payment every single month for the duration of the loan and my credit is now damaged because my ex-husband failed to comply with the terms of the loan. I have no protection and for years all that Nelnet says is " Sorry ''. I can not reach a human being at Nelnet 's call center and have to wait until they contact me sporadically. Nelnet is negligent and I have been a victim of not only my ex-husband for years as well as the two student loan servicers in which I had to deal with. My rights were and continue to be violated. Nelnet has no issue now coming after me and admitted numerous times over the years that I would ultimately be held responsible despite my payment history and request for assistance. The Dept of Education and government should hold these lenders accountable like you, Nelnet. Poor and unethical business practices. I disputed my credit report after Nelnet reported the delinquency AND as a result Nelnet sent me a letter stating that I do not have an account with Nelnet. WHAT???!!!
Company Response:
State: PA
Zip: 195XX
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: Hello, I'm fed up. My almost {$800.00} per month student loans resumed this XX/XX/XXXX, and this is what I've had the displeasure of dealing with : XXXX set up auto-debit well before XX/XX/XXXX, along with my bank account information. -On about XX/XX/XXXX, I logged into my student loan account and was advised by Nelnet XXXX my account was delinquent, and I had to pay the outstanding balance immediately. XXXX did, and then they charged me twice for XXXX. When I tried to call them to remedy the situation, I was told I had to contact my bank to reverse the charges for the second unauthorized charge, which I did. The second charge was reversed. -While I was still doing automatic debit with Nelnet XXXX I received another message from them in XXXX that my automatic debit was not accepted because I had " insufficient funds. '' This was nonsense, as I had well over {$1600.00} in my account, and told them such. XXXX 'm continued to be hounded by emails and statement balances from the XXXX XXXX XXXX XXXX and Nelnet XXXX letting me know I am " behind '' in my payments. -As a last resort, I decided to just use my bank and XXXX XXXX XXXX payment to XXXX XXXX. XXXX just received a notice from my bank a moment ago that the transaction " Failed '', even though I have {$2200.00} in my account. -My patience is at an end. If Nelnet doesn't remedy this situation within 10 days, that will let me know I will need to pursue further legal action to protect myself from their nonsense. -I am begging you to please help me. I am not trying to get out of anything, and this is the first time in my life that I've had to strategize how to pay another entity ; you'd think they would want more money. Oh ... nevermind ... I won't get the scraps of minor interest rate reduction if my auto-debit is disputed or cancelled. -And this has been really great just in time for the holidays, so I guess my loved ones will be lucky to even get a card this year with this ridiculous amount of money I'll have to pay every month once again, even though the whole reason I got this degree was to become a clinical psychologist who helps my patients every day with suicidal thoughts, XXXX, and anxiety. Which I am a clinical psychologist, and help my patients everyday. XXXX days from today, and then I'll take further legal action if there is no response or remedy. I'm done. And I'm certain the XXXX would like to hear about my story, so I'm preparing for that too.
Company Response:
State: CA
Zip: 92103
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: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I applied for the XXXX on a XXXX XXXX ( XXXX ) repayment plan in XX/XX/XXXX. I received a notification from Nelnet on XX/XX/XXXX, that I was approved for a {$18.00} payment on the XXXX plan, which was initially to be due on XX/XX/XXXX. When I attempted to make a payment online before the due date, I noticed my account was in forbearance that I did not request. On my dashboard, it says I will be in XXXX XXXX until XX/XX/XXXX. My biggest concern is that, since my account is in administrative forbearance, it is accruing monthly interest that far exceeds the {$18.00} monthly payment I am eligible for under the XXXX plan. Additionally, I received an email from Nelnet stating that this interest accruing during this unrequested forbearance will be added to the principal. I have tried calling and emailing Nelnet but it is impossible to get through to anyone. I and others in my position should not be subjected to the interest accrual during an administrative forbearance that was never requested in the first place.
Company Response:
State: TN
Zip: 37830
Submitted Via: Web
Date Sent: 2023-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: I looked at my consumer report and noticed an account that I didn't recognize and was reporting negatively. Account name : XXXX XXXX XXXX XXXX XXXX {$8500.00} ) I disagreed with this claim, so I disputed with a dispute letter that I sent certified tracking receipt to keep record of our communication. In My dispute letter I asked validation of the debt, verification of their claim against me in an invoice, disclosure pertaining to my privacy, and several other documents that are required to be presented to consumer upon request and that these documents be reviewed by a lawyer and mail to me. If they fail to be able to provide these documents to please cease use of my information, delete any report, you provided to any CRA 's and payment of my invoice. Nelnet customer solutions send me an email responding to my dispute asking to give them 30 to respond by mail.They have failed to respond in a timely manner so i would like to excerise my civil rights
Company Response:
State: TX
Zip: 78748
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Over the past six months, I've been trying to fix the incorrect personal information on my Nelnet to put myself into student loan repayment. I graduated in XX/XX/XXXX ; however, my Nelnet account says that I am currently in school and will graduate in XX/XX/XXXX, which is incorrect. As a result, I am in in-school status and am unable to make qualifying payments for PSLF. I first attempted to resolve this situation in XX/XX/XXXX by calling Nelnet. Unfortunately, I was unable to reach a representative the first XXXX times that I called due to hours-long wait times. As a result, I wasn't able to reach a human being on the telephone until XX/XX/XXXX. When I did finally reach a representative, she had no idea how to effectively fix this issue, and instead suggested that I call the university that I graduated from, XXXX University, to see if they had submitted the correct paperwork documenting my graduation. I called XXXX and received confirmation from the XXXX XXXX XXXX XXXX XXXX that they had submitted the document recording my graduation twice ( once in XXXX and once in XXXX of XXXX ) to the federal office that oversees the distribution of these forms. I then attempted to call Nelnet back which - once again - took weeks, due to the hours-long wait times. In XX/XX/XXXX, I found the time to sit on hold for XXXX hours and reached a human representative, who told me that I should wait for the situation to rectify itself instead of making payments on my loan while an incorrect in-school status. Because of Nelnet 's negligence, I have yet to be put into an administrative pause which is allowing incorrect interest to accrue on my principle balance.
Company Response:
State: NJ
Zip: 08618
Submitted Via: Web
Date Sent: 2023-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A