Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I graduated XX/XX/2023, and I completed loan exit counseling that month. I chose the standard repayment plan. My school reported my graduation to the national student clearing house. Nelnet still thinks I am in school. I have received no communication from them this year. I should have received notice that I am in grace period so I can plan for entering repayment when that ends. In XXXX I emailed Nelnet alerting them when I graduated but got no response. I called in XXXX, and they said I am still listed as " In School ''. I told them when I graduated and they said they would update that. Now it is XXXX and nothing has updated yet. This month I should be entering repayment, and I don't know when my due date is or how much I owe.
Company Response:
State: OH
Zip: 44102
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: We started several months ago trying to get our student loan payment lowered. We filled out all the information they needed and still havent heard anything. We received information saying our loan was in forbearance until first of year, but the online account states a large balance due. This balance due is XX/XX/. We chose to pay the principal on the loan, while it was in Congress. Please help us! We dont want this to affect our credit.
Company Response:
State: KS
Zip: 67401
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Nelnet claimed I was taken out of IDR proc admin forbearance on XXXX XXXX, XXXX. This is not true. See attachments.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hours long wait times for their customer service number. Inability to process information properly. Website glitches and crashes, unable to make a payment. Despite being placed on IDR my payments doubled ( student loan.gov couldn't understand why or what happened to cause this. ). Nelnet is a predatory company with a terrible corporate structure, being greedy means folks with loans suffer because they won't hire more employees to handle the volume of calls. Customer service is rude ( if you wait on hold for 3 hours and are 'lucky ' to get through to someone ), errors are made on accounts and new information is not updated to reflect changes ti accounts. Withdrawing more than the amount due for loans.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Back in XX/XX/2022 I began disputing inaccuracies on my report with XXXX. XXXX is furnishing inaccuracies from Nelnet. One it is a violation of me ( the consumer ) to furnish private information to a public third party. XXXX is a 3rd party furnishing my private information. XXXX and Nelnet have violated the following rights of mine 15 USC 6802 ( a ), 15 USC 1692a ( 2 ) and 15 USC 1602 ( I ). I sent a cease and deist to Nelnet and they did not comply. XXXX is the furnishing. They are reporting late payments which is a violation and they failed to verify also some months have XXXX which means no data provided how can you furnish information if no data was provided by a company. Seems suspicious because the other bureaus are NOT furnishing the same information. XXXX is furnishing high balances which is a violation of the Gramm Leach Blilley Act meaning XXXX can not furnish transactions aka high balances. I know for a fact because I sent a cease and desist letter for an account violating the Gramm Leach Blilley Act and the account was removed because they knew they violated my right. XXXX is violating several FTC, FCRA and Privacy Protection laws. XXXX XXXX and XXXX are reporting different high balances which is a violation and means the account should be removed. I have proof that these inaccurate accounts were falsely investigated and updated
Company Response:
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-02
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Name : XXXX XXXX XXXX Account Number : XXXX XXXX Last XXXX of XXXX Address : XXXX XXXX XXXX # XXXX, XXXX, NJ XXXX XXXX Number : ( XXXX ) XXXX Nelnet Loan Servicing XX/XX/XXXX Dear Nelnet, On XX/XX/XXXX I filed a complaint with The Consumer Financial Protection Bureau in regards to my student loan account. On XX/XX/XXXX, you ( Nelnet ) Reponses with the following : The Consumer Financial Protection Bureau forwarded your inquiry to us for a response. On behalf of your lender, the U.S. Department of Education ( ED ), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond. To the above statement I respond as following : As you stated my lender is the U.S. Department of Education ( ED ). As the law 15 U.S. Code 6801 - Protection of nonpublic personal information states that It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers ' nonpublic personal information. My student loans are not public information and therefore should not be disclosed to third party companies. Furthermore, you do not have the right to report any data and/or information regarding my student loans to the three major Credit Bureaus XXXX XXXX XXXX XXXX and XXXX ) or any other consumer financial institution because under law 15 U.S. Code 6801 I am protected against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to me, the customer. You are reporting to a nonaffiliated third party, as a creditor, when I have no contractual obligation between Nelnet and myself, theres no signed contract between Nelnet and myself that Im aware of. In addition, law15 U.S. Code 6802 - Obligations with respect to disclosures of personal information states a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. To my knowledge I have never given permission for my nonpublic information to be released to any third-party financial institution and I was never given a disclosure that such information would be disclosed to such third parties as its XXXX, XXXX and XXXX. Furthermore, the Gramm-Leach-Bliley ( GLB ) Act requires financial institutions to ensure the security and confidentiality of personal information. Federal Trade Commission Safeguards Rule requires certain financial institutions to establish measures to keep customer information secure. XXXX had a data breach in which XXXX 's online portal for retrieving free credit reports allowed hackers to skip a security challenge to directly retrieve a compendium of sensitive data about customers with compromised identities. Five years ago, a massive data breach occurred. On XXXX XXXX, XXXX, the XXXX credit bureau publicly revealed its computer networks had suffered a data leak that exposed the personal information of 143 million consumers, a number later raised to 147 million. XXXX did admit to suffering a security breach after criminals broke into consumers reports in XXXX. -How is any of my information being kept private and safe when it is being disclosed to these third parties, without my permission or consent, and on top of this, these major three credit bureaus keep having data breaches that expose my confidential information. - Law 15 U.S. Code 1681s2 Responsibilities of furnishers of information to consumer reporting agencies. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. The information being shared is inaccurate as my student loan balance is incorrectly calculated. -I demand to have the laws mentioned above that protect me as a consumer to be followed and respected. I do not want any of my information to be shared with any financial institution without my written consent and acknowledgement. Please proceed to taking the further steps necessary to ensure that all my petitions, under the law, mentioned above, are fulfilled as soon as possible. These are my legal rights Under the Fair Credit Reporting Act. I look forward to hearing back from you and getting all these issues resolved as soon as possible. Kind Regards, XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 07601
Submitted Via: Web
Date Sent: 2023-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I have called on XXXX occasions to check in on my request that I submitted to change my XXXX plan to a XXXX plan. This request was submitted in late XXXX. After the XXXX weeks it should have taken had passed, I called and they said they were raising issue since it should have been completed. Since then I have called and called and nothing has been updated resulting in a higher interest rate and higher payments required by Nelnet.
Company Response:
State: TX
Zip: 78758
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since student loan repayments started in XXXX, Nelnet has repeatedly failed to process my automatic debit payments the setup for which Ive received email confirmation creating a situation where my credit score could be affected by unpaid, past due payments. Nelnet claims that insufficient funds are the reason the payments havent been processed, but that is not true my account has more than enough to cover these payments.
Company Response:
State: WA
Zip: 98118
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I paid what I believed to be the remainder of my student loan balance of {$19000.00} on XX/XX/30. I used the Nelnet website, and when I went to make my payment, you have the option of making your payment by group, or by amount. I chose the amount tab as I was going to be paying the entire balance off. The amount listed above is what was shown as the balance of my loan. Today, XXXX, I went to verify the payment had been made, only to see I still have a balance! I called Nelnet, and their employees seemed to agree that the website showing only the principal and not the outstanding interest under the payment tab is egregious, predatory, and THEFT. They are misrepresenting student loan balances and in the process collecting more money from students with predatory tactics. It should be clear as day, the amount owed on the loan, not interest hidden somewhere else on the website. Had I not called to verify the payment I wouldnt have known I was carrying a balance, could have potentially defaulted on a loan that should have been XXXX, and done irreparable damage to my financial health. These predatory practices must be stopped!! They are attempting to trap student loan borrowers. A simple website interface adjustment could fix this, but they choose not to because it makes them more money off the backs of unsuspecting students. The members of the Board for Nelnet should be investigated and held accountable. I would like this looked into as soon as possible and a response when the investigation is complete. This is despicable behavior and someone needs to stand up for students and protect them from being stolen from.
Company Response:
State: WI
Zip: 548XX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: For the past week it has been nearly impossible to access the account to check balances, make payments, monitor interest, etc. The login page loads almost immediately, but when trying to go any further the page either does not load or it kicks back to the login page. This is not due to incorrect account information, it is the system itself that will not load. The only thing I've found successful is to try at multiple times through the day, and OCCASIONALLY I can make it through after about 20-30 attempts. This is ridiculous, especially from the " Official Service Provider for Federal Aid ''.
Company Response:
State: WI
Zip: 53546
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A