Date Received: 2023-11-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX I hope this message finds you well. I am writing to file a formal complaint Against XXXX XXXX XXXXXXXX for their refusal to initiate a requested stop payment on funds intended for my student refund. This situation is causing considerable distress, as the funds have been transferred to an account for which I lack the necessary information. I have diligently attempted to rectify this issue by seeking assistance from XXXX XXXX XXXX but, they insist that I contact my bank directly. Unfortunately, my bank can not release the required information without the proper documentation, which I currently do not possess. By denying me access to my student refund, XXXX XXXX XXXX Is potentially violating consumer protection laws. I believe their actions are in direct contradiction to regulations put in place to safeguard consumers like myself from financial harm. I kindly request your intervention in this matter to ensure that XXXX XXXX XXXX complies with relevant laws and initiates the necessary measures to rectify the situation promptly. Your assistance is crucial in resolving this issue and preventing further financial detriment. Thank you for your attention to this matter. Sincerely, XXXX XXXX
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2023-11-30
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: Trouble with how payments are being handled
Consumer Complaint: My account is missing payments that were mailed in on XX/XX/23 and XX/XX/23, but these checks were cashed. I had a " Past Due '' balance because they haven't posted these payments to my account but have clearly taken my money. With the interest that quickly accrues on these loans, it is absolutely unacceptable for any delay in processing payments and posting them to our accounts. I NEVER experienced an issue like this with my previous provider, Great Lakes. I waited for over an HOUR on the phone for someone to tell me they're having delayed processing times. Again, this is unacceptable. This provider should not be allowed to conduct business if they can not handle the volume of borrowers ethically.
Company Response:
State: NC
Zip: 27615
Submitted Via: Web
Date Sent: 2023-11-30
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: I am owed money back to me by Nelnet for double paying for my XX/XX/2023 class. For my XX/XX/2023 class, I took out a loan of {$2900.00} from the loan service provider Nelnet. On XX/XX/2023, I made a payment of {$3000.00} ( as this included processing fees ), with {$2600.00} of this applied to the principal according to the records. In turn, my loan balance was {$0.00}. At the end of XX/XX/2023, I decided to cancel any further student loans and pay for the remainder of my classes out of pocket. I called my school XXXX University and was told that because of the layout of semesters, I would have to return the loan money I was given for the XXXX course to XXXX. They would then handle the reimbursement with Nelnet. This resulted in me having a new balance on my XXXX account of {$2900.00} for the same class. In order to sign up for my next class, I needed to clear this new balance on my XXXX account. So, on XX/XX/23 and XX/XX/23, I made payments to XXXX University in the total amount of {$2900.00}. I have now paid the amount of {$2900.00} TWICE, once to Nelnet and once to XXXX, and am owed back one of those payments to my personal checking account. Within the past few months, I've had multiple phone conversations with multiple different individuals between both the XXXX XXXX office and Nelnet. XXXX 's financial department has stated that Nelnet is the one who owes the reimbursement, but on XX/XX/2023 Nelnet told me it is XXXX who owes me the reimbursement. Nelnet also stated an operational accounting e-form was sent to XXXX to show I had paid the loan amount off and to expect it to be received by my school between XX/XX/XXXX and XX/XX/XXXX; however, this has not led anywhere in terms of my reimbursement. I had another call with Nelnet on XX/XX/XXXX, when I was finally able to receive some different information. I was told that Nelnet was working on a refund for me, which was the first I had heard about this up to this point. I was told the refund was for approximately {$1500.00}, which is approximately HALF the amount of money I should be reimbursed. On XX/XX/XXXX I sent an e-mail to Nelnet 's customer solutions accounting all the above information, but I was ignored. I had another phone call with Nelnet on XX/XX/XXXX, as the payment I am trying to get reimbursed for suddenly disappeared from my account activity on their website, however, a new payment for {$2300.00} was showing up for XX/XX/XXXX, a payment that I did not make. On the phone, I was told they didn't know what happened to the missing payment. They wanted me to send them a copy of my payment with my bank and screenshot I haveof the payment to Nelnet. I informed them I already did that with a complaint request to Nelnet 1 week prior and I will not send it again as no one responded to the first one. After being put on hold again, the employee came back and told me she could find the payment now. I was also told the new XX/XX/XXXX payment now showing up is them correcting the account and that amount is what I will be refunded. I was then told to give about 3 weeks for the refund to show up in my account ; however, it has not been over 6 weeks and still nothing has come from this. I have received a deposit into my account from Nelnet of {$670.00} on XX/XX/XXXX and {$31.00} on XX/XX/XXXX, but I am still owed approximately {$2300.00}.
Company Response:
State: CO
Zip: 80602
Submitted Via: Web
Date Sent: 2023-11-30
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: Trouble with how payments are being handled
Consumer Complaint: I submitted a SAVE repayment plan XX/XX/2023 for student loan repayments. As of XX/XX/XXXX, Nelnet has yet to process my account and continually keeps placing me on administrative forbearance. While on administrative forbearance, I am being charged interest that I would not be incurring if Nelnet would process my XXXX account and allow me to make payments. This interest should be forgiven because it is not my problem that they are understaffed and cant process my account.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-30
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I contacted customer service inquiring about my loan and the agent could did not have access to the information I needed to inquire about my account.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-30
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: My PPL was transferred from Great Lakes to Nelnet. The loan is in my parents name and the only account information we were given was our Nelnet ID. We cant log into the account because Nelnet says we have no account with them. Weve tried calling and have been on hold for a total of 20+ hours, emailing, and sending written mail with no response. Nelnet is predatory and unequipped to manage our loans
Company Response:
State: NC
Zip: 27302
Submitted Via: Web
Date Sent: 2023-11-30
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: My stated minimum monthly payment on the Nelnet website was {$130.00} after getting approved for the Extended XXXX Payment Plan. I setup a monthly auto debit from my checking account for {$130.00} on the XXXX of each month. The month of XXXX went as expected. XXXX did not. On XX/XX/XXXX, I was auto debited {$57.00}. On XX/XX/XXXX I was auto debited {$63.00}. Then on the XXXX I was still auto debited the {$130.00}. I never signed up for, nor approved the first two auto debits during the month of XXXX.
Company Response:
State: IL
Zip: 617XX
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: On XX/XX/2023, I went to make my student loan payment at nelnet.com. Previously when you make a payment online there was a box that you could check that said " do not advance my due date more than one month when I pay more than the current amount due. '' This box is important because if the box is not checked and you make a payment over the minimum, instead of the excess going to the principal, it goes towards your next month 's payment. Paying extra principal every month helps me reduce the amount of interest I owe. On XX/XX/2023 when I went to the " make a payment '' section of the nelnet website the box was missing. After searching the website for a long time I found that they moved the box to a different section of the website called " special payment instructions '' ( screenshot attached ). I now need to make a separate request to have the box checked BEFORE I make my payment. If this request is not processed before I make my payment, my payment over the minimum amount will not go to my principal. My payment is due XX/XX/2023. Payments take two business days to process, minimum. The " special payment instructions '' request will probably take several days. My options are now make a late payment this month or do not pay towards my principal. I believe Nelnet is doing this on purpose to make it harder for students to pay down their principals and therefore the students will have to pay more interests.
Company Response:
State: NY
Zip: 114XX
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: The Nelnet account has been reporting inaccurate information onto all 3 of my credit reports. I have made several calls to the company to inquiry as well as dispute the inaccuracy being reported but still nothing has been done to fix the problem. I asked to speak with a manager and he was very rude. He did not want to listen to my concerns to even address them. I submitted paperwork, called several times and still nothing changed. So now I would like to file a formal complete with CFPB.
Company Response:
State: NC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received notification my student loan payments would begin in XXXX. My first due date was scheduled for XX/XX/XXXX. On XX/XX/XXXX I requested to have my due date changed to the XXXX of each month beginning in XXXX. I was told this would be fine and that the change had been submitted. I was also told it would take 2-3 business days for this change to take place. On XX/XX/XXXX I called again to make sure the update had taken place as my portal was still showing XX/XX/XXXX for the due date. The person I spoke to told me the change would take up to 30 business days to take effect and that I needed to prepare for the XXXX draft. I did and assumed the date change would take place in XXXX. The draft was completed on XX/XX/XXXX. A few days after the draft I saw my due date had been updated and also that NelNet would be drafting ANOTHER payment only week from my initial payment because their system hadn't applied the initial payment. Their system showed the funds were drafted and that they were received by Nelnet but the representative told me the second payment would still process since the funds drafted on the XXXX aren't showing in my account yet. I was advised to remove the autodraft ( forcing me to forfeit the auto-pay interest discount ). Several days after this, as I continued to monitor my portal and the payment status, I saw that, not only had my payment still not been processed but it was showing a missed/late payment and the amount due for XXXX was now 2 months of premium ( since my XXXX payment STILL hadn't been applied ). I'm on an income based payment plan - I can not afford to submit double payments and I certainly can't afford to accomodate NelNet 's erratic and negligent handling of my loan. My portal has been giving me a " Payment Processing '' alert for over 4 weeks now. I've spoken to service several times ( each call is a 3hr wait and I don't have the luxury to keep this up ) to no avail. They coerced me into Admin Forbearance ( I don't even know what that is and they wouldn't explain it to me ) because it seemed the only option where I don't have to deal with the consequences of NelNet 's incompetence and risk missed payments on my account and credit report. To clarify, my XXXX payment was submitted on XX/XX/XXXX, Nelnet has confirmed they received my payment -on time and in full. They gave me some story about how their system is just taking some extra time to update everything because they weren't prepared for the influx of work. The last rep I spoke to, XX/XX/XXXX, told me the forbearance would have no adverse impact on me and that it would only be for a month to allow them time to catch up on my account. XXXX weeks ago I saw it was in effect until XX/XX/2024 -I still dont know the ramifications of being in forbearance and how it affects me long term. What else has Nelnet been dishonest about? 2 weeks ago I received an email from FSA telling me I had a missed payment and honestly, XXXX XXXXXXXX. I've done everything in my power to prevent this and despite my efforts, NelNet 's incompetence and negligence is going to cost me ( if not financially, mentally -I 've been stressing over this for 2 months straight now ). I've tried reaching out to them time and again despite having to spend XXXX hours on hold to speak to a live person, there's nothing more I can do but I can't sit by and let them ruin my record. As of today, XX/XX/XXXX, my portal is still showing the original payment is " processing '' This whole situation has me under a ridiculous amount of undo stress and frustration and there need to be consequences!
Company Response:
State: CA
Zip: 920XX
Submitted Via: Web
Date Sent: 2023-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A