Date Received: 2020-01-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My student loans are current and in good standing according to the National Student Loan Data System by the Federal Student Aid which is an Office of the U.S. Department of Education. I have sent several rebuttals to the U.S Dept of Education and I have also done credit disputes about the U.S. Dept of Education still showing on my credit report, when all my student loans are with NELNET and are in good standing.
Company Response:
State: GA
Zip: 319XX
Submitted Via: Web
Date Sent: 2020-02-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been paying steadily on my student loans for 4 years now ( never missed a payment, I am now XXXX ) via auto-pay. The Fall 2019, I went back to school XXXX. Nelnet ( without my authorization or knowledge ) automatically placed my loans in Deferment and I haven't been paying on them for 5 months. I do not check my nelnet account often -- as I've always had auto-pay and have never had to think about it. They collected about {$100.00} in interest ( I realize this is minimal ... but its about principle, not the amount I'd like to recover ) during this time while I was unaware of my deferment status. After contacting them, they essentially said 'too bad, there is nothing we can do '. They put me in deferment, without ANY authorization of any kind, and didn't notify me of this change ( mail or email ). What absolute shady " company '' can legally do this, make money off of me without my knowledge, and then have ZERO accountability?
Company Response:
State: FL
Zip: 32250
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I made my payment but the amount is showing as past due. I have sent at least 5 emails over the last 2 weeks and have not received a single response. The payment does show that it was paid but the past due amount also still shows. I have received 2 notices that my account is past due.
Company Response:
State: TX
Zip: 777XX
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have Nelnet loans and I applied for recertification. I was on Income-Driven Repayment and my specified payment was until XX/XX/XXXX. Prior to recertifying I explicitly asked if I changed the repayment plan would my current plan still carry out in full and then the next plan would take effect in the following month. I was ensured it would not interfere with my current plan. I reapplied on XX/XX/XXXX well ahead of the recertification due date of XXXX. When the new repayment option the due date moved up to XX/XX/XXXX. When I spoke to Nelnet they told me that the IDR I was on was terminated and immediately they put me on the new plan. Being that those payments would be higher I asked if they can void the new status and restore my former due date and they said they can't. Being that my income increase, they explain even if they gave me IDR it would reapply it from the current date and my payments would be higher than my prior IDR and the plan I chose.
Company Response:
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am trying to clear my loans as quickly as possible and this company finds every reason possible to put loans into forebarence and deny loan forgiveness applications. I have called them numerous times asking to never be put on forebarence and every 6 months they do it again with another reason. I request again in writing and they never respond. Meanwhile, I rack up interest on the payment amount that would've been taken out. I try to get loans forgiven under teacher service grants. Everytime I submit paperwork, they find something wrong, I correct it, they then find anotehr things wrong extended the process again rather than put all the incorrect items out there at once. This company is XXXX and is just trying to keep the interest flowing as long as possible so they can continue to collect more. They are clearly not there for the customer, purely to create problems for them.
Company Response:
State: CA
Zip: 92040
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made my fourth of three monthly payments to the servicer in XXXX, which made me eligible for their Get Current Program, which meant that my past due payments would be brought current, and I would be enrolled into their direct debit program moving forward. On XX/XX/XXXX, I checked my bank account and realized the XXXX payment hadn't been withdrawn, so I made it over the phone. It was not debited from my account until XX/XX/XXXX. This also mea n't my payment was more than 60 days late and the company reported a late payment to the credit bureaus. On or about XX/XX/XXXX, I spoke to XXXX with Firstmark Services, and explained to him that I made my XXXX payment but that it was not debited and I had to make another payment as soon as I realized. He said if they researched the call and found out I made a payment, my payment that posted on XX/XX/XXXX could be retroactively applied to my account and I would be credited with a XXXX payment, and I would qualify for the Get Current Program. He needed me to find out the exact date and time of the XXXX call, which I did after spending an hour on the phone with XXXX XXXX XXXX. I called and gave him the information and to this day and 6 calls later, have not received a response. XXXX also said they could retract the late payment report to the credit bureaus. I made another payment in XXXX so as not to have another hit to my credit. Despite being provided with he information XXXX requested to resolve the issue, I have never received a call back.
Company Response:
State: FL
Zip: 33496
Submitted Via: Web
Date Sent: 2020-01-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In early 2019 I refinanced my student loan with XXXX XXXX as I was returning full-time to school in XXXX. I was told by the banker at the XXXX, MA XXXX who processed my loans if I wanted to defer my payments I would be able to as XXXX was in the XXXX XXXX XXXX Federal Direct Loan Program as a Deferment Eligible Program. In XXXXXXXX 2019, I finally decided to use in-school deferment. I sent the form on XX/XX/2019 and was told I would receive a response in 3-5 business days. Not receiving a response, I called on XX/XX/XXXX and e-mailed again on XX/XX/XXXX as an upcoming payment was due. The teller told me they could change the date while the form was being processed but I needed to pay even though the form would be accepted. On XX/XX/XXXX I was told that the deferral had been denied. I called XXXX on XX/XX/XXXX and was told that they only accepted deferrals from XXXX XXXX schools. I have confirmed with the US Student Loan Ombudsman that the school I attend, XXXX XXXX XXXX XXXX XXXX is a XXXX XXXX school ( OPE ID XXXX ) and processes deferment requests as per the government regulations. I have successfully deferred my payments with two other banks who use the same criteria. On XX/XX/XXXX, I followed up with XXXX and was advised that XXXX could not defer my student loans because they use the National Student Clearinghouse Database and my information was not up to date in this system. I reiterated that I sent their approved form back with the school seal and my information, but was told to call the National Student Clearinghouse. Which I did, and was told by their customer service that they are only one tool that certain schools use and that as long as I have an OPE ID number the bank should take it, as that's all they do. I called XXXX back and was told that everything was incorrect, they don't accept all XXXX XXXX schools, only some. When I asked if they could elaborate on this policy, I was told that my deferment was already denied and there's nothing they could do. I am unsure what decisions are used on top of whether or not they are XXXX XXXX, as this was the first time anything other than their compliancy was mentioned. It seems like no one has any answers and I have been advised poorly and differently each time I have called. This leads me to believe that no information I am given will be accurate.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The information that I was emailed from XXXX directed me to log in to my XXXX account to make a payment. I did so, but my account said that I did not owe a payment and did not give me the option to make one anyway. Other directions I received from XXXX instructed me to create an account to make a payment. I had already created an account : I had to in order to apply for a loan in the first place. I received harassing phone calls from the company after missing a payment. They called multiple times a day every day, including early mornings ( before XXXX XXXX PT ), in the evenings ( after XXXX XXXX PT ), and on weekends. I also received emails daily about my missing payments ; however, the emails had the same instructions about logging into the account that said I did not have a payment due and would not let me make a payment. They somehow found my undisclosed work email address ( my account was made using my personal email address ) and started emailing me at work. A " recovery specialist '' XXXX ( aka XXXX ) violated my privacy and began to personally harass me. In addition to emailing my undisclosed work email address, she started calling me at my office. I did not disclose this information in any way, shape, or form to XXXX, Nelnet or Firstmarkservices. XXXX XXXX and unnamed individuals proceeded to violate my privacy and harass other people they assumed were associated with me, including estranged relatives and other people employed at my company. I am not a minor and did not have any cosigners on my loan. I did not disclose the names or contact information for anyone XXXX phoned, especially not my estranged relatives or colleagues. XXXX XXXX disclosed personal information to people not associated with my loan : She told them that that they should get in touch with me to let me know that I needed to call XXXX immediately regarding my " delinquent '' account. Again, this was a violation of my privacy and a humiliating, misleading message to people completely unrelated to my student loan. Not once did XXXX or anyone at the student loan company provide customer service to help resolve this issue. The provided misleading information about my account and incorrect directions about how I could make a payment. I sent screenshots of my account page to customer service to try to help them understand my customer experience. But when I brought this to XXXX XXXX attention and copied the XXXX and Firstmark Services customer service email address, XXXX replied ( removing customer service from the email ) to reiterate the same instructions that I said were problematic in the first place. Her emails were unprofessional and unhelpful. At one point she had the gall to write " Please let me know if I can help. '' Isn't her job as a customer service professional to help? Of course, she could help! If she gave one ounce of effort into providing accurate information instead of regurgitating the same misleading instructions. They threatened to put my loan in default unless I made a payment. They threatened that this would have negative consequences on my financial future, including referral to a third-party collection agency, " each loan being reported as defaulted to the consumer reporting agencies, which will have a negative impact on your future credit applications '' - I thought I only had one loan and what consumer reporting agency are they talking about?! - and " legal action being pursued '' - what legal action?! To this day, I have not received any accurate information or assistance from XXXX, Firstmark Services, or Nelnet to resolve this issue. I'm concerned that I will have to endure this harassment and privacy violations indefinitely. I am worried that my future will be compromised by a predatory, dysfunctional student loan company and its incompetent staff.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2020-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I initially had a consolidated FFEL loan through Great Lakes Education, the loan was sold to NelNet on or about XX/XX/XXXX. I was told there would be no changed to my agreed upon payment plan based on this move. My loan has been on the graduated repayment loan since the beginning of pay back and I am currently supposed to be paying XXXX a month until the loan is paid back. I have not missed paying any installment from the start of my payback period. In XX/XX/XXXX, I noticed that Nelnet had stopped the auto-deduction from my bank since XXXX. When I called Nelnet I was told that they changed my repayment plan based on info they obtained from XXXX University. The new payment plan is a lower monthly cost for an extended repayment length. At no time did I request nor authorize this change from either XXXX University or Nelnet. Nelnet told me they did this based on info they received from XXXX University and had placed an email in my " inbox '' on their website informing they were changing it. They refuse to return my plan to its original agreement. This is a deceptive practice and should not be allowed. I do not access NelNet 's website for any reason, as I trust the auto deduction will be carried out per agreed to by myself and the original payment plan. I did enroll in a XXXX program at XXXX ( I have since withdrawn ), but at no time requested any loans from the university or NelNet as I have been paying for classes out of pocket to avoid adding any more debt to my existing school loan. I have also been taking courses at XXXX XXXX University for several years prior to enrolling at XXXX and this did not happen based on those courses. I would like my original payment plan restored. They had no right to change my plan without my direct consent which they at no time received. On the phone conversation I did allow them to withdraw the amount necessary to make up for the missed payments for XXXX and XXXX however they have continued to only take the new reduced amount since XXXX.
Company Response:
State: OH
Zip: 44256
Submitted Via: Web
Date Sent: 2020-01-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-01-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: i tried to pay off one of my student loan that is now a total XXXX US dollars. i made two attempts this year and nelnet for some reason keeps canceling the payment. i have screenshots that it is being processed and when i keep checking it is still being processed and then i look at my bank account the money is there and nelnet has not taking it. my bank confirm that nothing is wrong on there end. so i called nelnet to see what is the problem and they want to say there is a problem on my bank side. which is not true. i think they are scrammers because he they do not accept my payment the interest rate continues to increases. this is not acceptable. the have accepted other payments that i submitted around the time i submitted the full payment of one of my loans i will submit a payment again in smaller amounts to pay this loan off please help
Company Response:
State: NJ
Zip: 07065
Submitted Via: Web
Date Sent: 2020-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A