Date Received: 2019-07-10
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 have disputed the late or missed payment for the last 6 years. After reaching out against to dispute the late payment the process has taken more than 3 months to complete. After checking the error still has not been resolved.
Company Response:
State: DC
Zip: 20032
Submitted Via: Web
Date Sent: 2019-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Firstmark Services took over my student loan about a year ago from XXXX XXXX. Starting from that time I have gotten letters with incorrect billing information-I have been in deferment the whole time. The bills tell me that I have to pay the bill on a date. Knowing I am in deferment I thought it was automated billing and ignored it. Then I got letters saying the bill was late. I called Firstmark in XXXX and the person gave me so much attitude including telling me I should know when I have a bill due but concluded by telling me I was in deferment. When asked why I was getting these letters that would scare any person, she said it was because it was the school 's fault. I continue to get bills and letters - that I ignore because they are inaccurate since I will have no payments until school is complete. I call in XXXX because I am complete with my classes to see when I should expect to pay my first bill. They inform it will be due in XXXX. I ask them if they are sure since along the way I have been getting letters and phone calls. They are rude and inform me that they haven't been calling me. And that it must be XXXX XXXX ( where the loan originated ) and that I have not had to pay anything since they took over the loan. I tell them I am very confused then as to why I keep getting the phone calls or letters wanting to talk about my account. He says they have only sent me letters twice. Well I know and have voicemail proof from two phone calls on XX/XX/XXXX alone from someone who says they are Firstmark services telling me it is important that I call them in the next 3 days. These type of phone calls are scary. It makes you feel like you forgot something and that it will affect your credit score. However, Firstmark claims they had nothing to do with it. Last week I go to pay my XXXX bill that has been confirmed was due and that I saw on my account in XXXX and it was no longer there. When I call to ask First Mark what happened, the person on the phone was blatantly rude and said my college had stated I was still attending. I said something about the billing being crazy and he stated, " You know what's crazy the colleges putting in the attendance. '' Since First Mark has taken over my account, I have been made to think that I am late or overdue on my account often due to letters and phone calls, been treated as a delinquent customer, and there has never been accountability from First Mark. Student Loans are often excessive and must always be paid. I know how important it is to pay them for my continued good credit health and future purchasing success. So the fact this type of loan is being handled so poorly is extremely frustrating. Since the loan is over ten years old and there have been so many changes to who holds it, I have always been able to depend on the loan companies for accuracy regarding the account ; Firstmark is neither accurate, nor accountable, nor customer friendly. Something needs to be done regarding their practices.
Company Response:
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-09
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I ask on XX/XX/2019 to make a later payment like at the end of the year, but I was never told if I could now they are asking for a payment that I dont have right now.
Company Response:
State: AL
Zip: 352XX
Submitted Via: Web
Date Sent: 2019-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans are w/Nelnet transferred from XXXX XXXX, XXXX XXXX leader stated XXXX XXXX stated base interest rates were 6.8 %, majority of my loans were 3.+ %. I have applied for a XXXX Loan Forgiveness but they are asking for documents I have already submitted. This has been going on since XX/XX/2019. One young man told me their processing time is so long because they are short handed. They also payments should be {$73.00} and not {$95.00}. XXXX made up a story that I paid an overage which could have occurred when XXXX XXXX had my Loan. Nelnet is making up lies and will not put their explanations in writing
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XX/XX/XXXXI attended XXXX XXXX XXXX in XXXX California. I took a leave for 6 months after I XXXX XXXX to my child, which left me XXXX! In XX/XX/XXXXI was on perminate XXXX! I have been fighting nelnet, us department of education and XXXX XXXX since XX/XX/XXXXfor my loan to be discharged. I kept telling them I was perminatly XXXX, they would send forms for my dr to fill out, I would send them and would get more forms, for years! The same forms! I had some credit issues so I pay XXXX XXXX to repair my credit. In XX/XX/XXXX- XX/XX/XXXXI got several 120 day late payments on my credit report which were in accurate and cost me! Then this year I got another 120 day late fee and at the same i applied for a fee credit cards! My credit score dropped 25 points, i was denied the cards and got a few hard inquires on my credit report! I got a letter in the mail XX/XX/XXXX stating it was for annual employment income report! They know i dont work but also it says my discharge date was XX/XX/XXXX. I have been harrassed for many years by these student loan company 's and I need everything updated and correct, and discharged! They are still making my gma pay for some of my loan too cause she was cosigner! XXXX XXXX
Company Response:
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2019-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loan transferred from XXXX XXXX XXXX to Nelnet last year. I am in a graduated payment schedule, but was managing to payoff the accrued interest each month and a little payment to my principal. After being forced to switch to Nelnet, i noticed that my accrued interest was not being paid off each month. This was mostly in my higher interest loan. The loan servicer is taking money from my payment to pay the principal on may lower interest loan and allowing interest to accrue on my high interest loan. I have made 3 calls to the company and they keep saying this is better for me and there is nothing they can do. My only option is to make direct payments each month to the desired loan or privately refinance.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2019-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My original school loans were with XXXX XXXX XXXX, XXXX XXXX and XXXX XXXX. I have never took a loan from Nelnet. I requested Nelnet to provide what loans are they servicing now that Nelnet is the loan servicer. The only explanation for me to pay these invoices are based on sketchy promissory notes that Nelnet provided. This is not a proof that I've taken out these loans. I want connection to the original loan to Nelnet invoices. For instance - Sheet 1 reverse indicate Nelnet Consolidation. What loan Nelnet paid to consolidate that I need to pay Nelnet {$27000.00}. I've never took any loan from Nelnet. What are DPLUS shown in Sheet 2 reverse? Nelnet invoices are based on these sketchy promissory notes hand written and I've never agreed to have my loans serviced by Nelnet. I would like better explanation of exactly what loans are Nelnet servicing for relating to my original loan with account number and amount of the loan so I can be confident that I am paying for the correct loans that I took out.
Company Response:
State: KY
Zip: 41091
Submitted Via: Web
Date Sent: 2019-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/XXXX I had 9 accounts through Nelnet that hit my credit report. Reporting late I had no idea that payments were due because my accounts were in deference status. Usually there is an upcoming date to remind you of payment through email. I did not get reached through email or valid address. I called immediately once I found out and they didnt see that they tried to reach me by email either for a reminder. Instead they went off public records which was incorrect due to me having identity theft in XXXX were someone obtained my information and opened multiple accounts and attached mailing information to a PO Box . Ive contacted Nelnet multiple times to see about getting the late payments removed. Ive even tried to work out payment plan if late payments could be removed. They had no way of contacting me and instead of apologizing for the inconvenience the representative basically said its my problem and it will not be removed. I had no recollection of this being late and it is impacting my credit very negative especially with me being in the process of trying to purchase a home. I can not do anything with 9 accounts showing late and its the same lender very unfair! Especially because they are not offering any type of assistance.
Company Response:
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2019-07-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XX/XX/XXXX I had 9 accounts through Nelnet that hit my credit report. Reporting late I had no idea that payments were due because my accounts were in deference status. Usually there is an upcoming date to remind you of payment through email. I did not get reached through email or valid address. I called immediately once I found out and they didnt see that they tried to reach me by email either for a reminder. Instead they went off public records which was incorrect due to me having identity theft in XXXX were someone obtained my information and opened multiple accounts and attached mailing information to a XXXX XXXX . Ive contacted Nelnet multiple times to see about getting the late payments removed. Ive even tried to work out payment plan if late payments could be removed. They had no way of contacting me and instead of apologizing for the inconvenience the representative basically said its my problem and it will not be removed. I had no recollection of this being late and it is impacting my credit very negative especially with me being in the process of trying to purchase a home. I can not do anything with 9 accounts showing late and its the same lender very unfair! Especially because they are not offering any type of assistance.
Company Response:
State: LA
Zip: 70726
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-07-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am responding to the below reply from XXXX XXXX because the complaint was closed before I had the opportunity. XXXX : The information you sent is NOT what I requested. I requested ALL loan documents, ALL of them, including the original promissory note. My loan was taken out in XXXX and the info you sent begins in XXXX. That is CLEARLY not everything. Secondly, I AM paying monthly and have been for quite some time. That amount is ALL I can afford. Would you prefer I completely ignore this loan and make no payments? That is a question I would like a response to. So, NelNet and XXXX are separate - I am filing SEPARATE complaints. Why are you receiving both of them??? Dear XXXX, Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing. The Consumer Financial Protection Bureau ( CFPB ) forwarded your inquiry to us for a response. We understand your still have the following concerns : 1. You received a response from the same person, but the complaint was for two different companies. 2. You requested the documentation by U.S. postal mail, however, they were sent on the CFPB portal. 3. You have been making payments through your bank. You are requesting clarification that payments were received. We previously serviced your Federal Family Education Loan Program Consolidation Loan. This loan has defaulted and will soon be transferred to your guarantor, XXXX XXXX XXXX XXXX ( XXXX ). Issue 1Same person answering for two companies : When a complaint is submitted through the complaint portal on CFPBs website, they forward the complaint to the company that should answer the complaint. We received both complaints, and answered accordingly. Nelnet Loan Servicing is a separate business from XXXX. Issue 2Documents requested by U.S. Postal Mail : On XX/XX/XXXX, we mailed the documents you requested. Issue 3Payments received : We previously explained your loan was subject to default due to nonpayment. While we have received some payments, the payments were not sufficient to cover the required monthly amount due. Beginning XX/XX/XXXX, your required monthly payment was {$64.00} as reflected on your monthly billing statements and payment schedule. Since XXXX, youve paid less than what was due each month. Because the minimum payment was not satisfied on a continual basis for more than 270 days, you defaulted on your repayment obligation and your loan will soon be transferred to your guarantor, XXXX, for collections. We attached a copy of your payment schedule and payment history, and mailed copies to you as well. We hope you find this information helpful. If you have any other questions, please call us at XXXX, between XXXX XXXX to XXXX XXXX ( Eastern ) Monday-Friday. You can also visit our website at Nelnet.com or email XXXX. Sincerely, XXXX XXXX Nelnet Loan Servicing Attachments ( 2 ) : Payment history Payment schedule ATTACHMENTS XXXX XXXX XXXX ( 28.1 KB ) XXXX XXXX XXXX XXXX ( 180.2 KB )
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A