Date Received: 2019-04-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried to make large payments on the account beyond the payment plan. When I do, and mark it for principal only, they ignore that and apply only a portion to principal and the rest to interest. I called twice and each time they basically said " tough luck, '' that's how they process it. They flatly refuse to apply all extra payments to principal only. But the problem is, if I am making a XXXX or XXXX payment in order to pay off the loan faster, they're charging me incorrect interest - more than they are entitled to under the terms of the loan. They're taking out interest on a loan that will take another thirty years to pay off, instead of a loan that takes less time to pay off, because I am paying it off faster. In other words, they are collecting more interest than they should. They refuse to apply the additional principal-only payments to principal only. They always apply some of that payment to interest based on the loan taking another thirty years to pay off, even though if they applied my additional principal-only payments, the loan would take less than thirty years to pay off. This is the equivalent of a mortgage company refusing to apply principal-only pre-payments on a thirty year mortgage and always taking a % of those payments for interest calculated on a thirty-year loan, regardless of how fast the loan is actually paid off. I have been paying down the loan for twenty years already!
Company Response:
State: CA
Zip: 91001
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am a XXXX XXXX in California at a low income XXXX XXXX. I learned in XX/XX/XXXX that I may qualify for the XXXX loan forgiveness program. I applied for the forgiveness program through my lender, Nelnet and my lender told me that my XXXX had not yet reached the 5-consecutive years for me to qualify. My lender then informed me about forbearance I could apply for. They also told me that interest would continue to accrue, however, since the forgiveness amount ( up to {$17000.00} ) far exceeded my current balance ( close to {$9000.00} ), this was a reasonable option for me since I would be able to fully qualify in XX/XX/XXXX. So, I applied for forbearance in XX/XX/XXXX and XX/XX/XXXX and was approved by Nelnet. This year I applied again, however, this time I was denied. Nelnet informed me that since I had an outstanding student loan before XX/XX/XXXX, I did not qualify for the XXXX loan forgiveness loan. The loan I was seeking to have forgiven was established in XX/XX/XXXX and was for my XXXX degree. The loan from XX/XX/XXXX was for my XXXX degree and was paid off long before I took out the XX/XX/XXXX loan. Nelnet then informed me that it was their mistake for allowing the forbearance for the past two years. I then complained saying that interest has been accruing and at this point I would have had only 2 years left on my note. Now I have 4 years plus additional interest due to the forbearance causing my monthly payment to be {$50.00} more than it was back in XX/XX/XXXX. When I asked the Nelnet advisor how they planned to monetarily fix their mistake, they said there was nothing they could do. The only action available to me was for the Nelnet advisor to type up a formal complaint. This discussion took place on XX/XX/XXXX. Is there any further action I can take to remedy to additional interest that was added to my account? The two screenshots I attached shows how the balance has changed due to the interest.
Company Response:
State: CA
Zip: 92021
Submitted Via: Web
Date Sent: 2019-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: .25 % discount was removed and additional fees added. student went back to school ... collection of loan payments were halted by servicing agent. student stopped attending school ... collection of loan payments resumed without the inclusion of the agreed upon .25 % discount! servicing agent erroneously claims that payments were from a " bill pay '' service rather than through " ACH '' payments ... thus ... the justification for stopping the discount. we were never notified about losing the .25 % discount. our bank records show no " bill pay '' account ... just the original " ACH '' payments.
Company Response:
State: OH
Zip: 44601
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-02
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: In XXXX of XXXX I became XXXX and unable to work due to health issues. Around that time i just so happened to get a call from a Nelnet representative, I explained my situation and he stated that he would set me up on a deferment plan and that I wouldn't have to pay anything for a year. We went over all my information, he advised me he filled out everything and that I would be receiving the application in the mail and all I had to do was sign it and send it back. Once I received the paperwork, I did as I was told. I was under the impression that i wouldnt have to make any payments untill XXXX of XXXX. After having my child In XXXX of XXXX, then emergency XXXX XXXX in XXXX of XXXX I was still unable to work. I developed XXXX issues due to the excessive amount of XXXX the hospital was giving me and I was constantly in pain. In XXXX I had finally gotten a part time job. I couldn't work full time due to not daycare services and relying on my family 's help as i was a XXXX mother. I remember receiving an email from Nelnet, just a typical automated one that said something like " if you ever need us we are here '' and it showcased their online services that i was unaware of. I registered and everything looked fine. It was stating that I didn't have to make a payment until XXXX of next year ( XXXX ). I didnt question i just thought maybe i misunderstood the representative. In XXXX I had received another call from Nelnet, I explained that I really wast financially able to pay what they were asking and the representative stated, no worries. We can set you up on a income driven plan and you would pay a low monthly payment. The same thing happened as before, they filled out my information, sent me a application, I filled it out and returned it. I logged into the online portal a few weeks later and saw my payment was around {$19.00}. I began making my payments, everything seemed great until i checked my credit report in XXXX. When i checked i was stunned to see that nelnet had report late payments in the years of XXXX and XXXX. I called them and an representative advised me to fill out the deferment form and just date it for those days, i did so online and received a congratulation letter. However the letter stated that I would be in a deferment from XXXX of XXXX to XXXX of XXXX. I filled it out again and this time instead of online i mailed it in it. Nothing happened. I have been calling nelnet and every time someone tells me something different. One representative told me that she sees that i sent in my first application but i didn't attached a pay stub ( she is correct i didnt because i was never told to, i was asked to sign and return. Also if they were missing information, why not call me, email me, something to let me know. ) Another representative told me I would have to have been in school at that time or in a deferment ( i tried to explain to her that i was SUPPOSE to be in a deferment and something went wrong and i was never told ) Another representative told me that there was nothing they could do for me ... I began to email Nelnet, I emailed the CEO ( XXXX XXXX ), Director, President ( XXXX XXXX ), Primary contact ( XXXX XXXX ), Chief Executive ( XXXX XXXX ), Secondary contacts and their communication team. I have also mailed letters to nelent and no one cares to help me. They are reporting inaccurate information and its the only thing holding me back.
Company Response:
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2019-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-04-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX Hello, I enrolled at XXXX for the Fall XXXX semester. I withdrew properly and timely with the help of the VA Coordinator, XXXX XXXX. She confirmed verbally and via email my submission was received and she would take care of it from point forward. Months later I received an email from Nelnet, the schools tuition collection company, saying I owed tuition. XXXX had set up a payment plan for me. When you enroll at XXXX the VA coordinator sets you in front of a computer and tells you what to click, and you do it. However, I did not need, nor did I ask for tuition help. I stated I could pay it myself and expressed this to XXXX XXXX. Upon receipt of the bill from Nelnet, I emailed Ms. XXXX and attached the tuition statement. I had to do this three times before I had a response. Ms. XXXX in turn forwarded it to Ms. XXXX. Ms. XXXX has done nothing to help me from that point forward. I received an email from a Ms. XXXX. It was barely a full sentence : " this did not come from XXXX ''. Nelnet finally explained XXXX took the tuition money and has not returned it to them, even though I had withdrawn properly. The only thing that would have stopped the timeliness of my withdrawal is if the school and/or Ms. XXXX failed to do their part. XXXX took the tuition money AFTER I had withdrawn. XXXX has NEVER told me they have the money. If Nelnet had not told me XXXX received the money I never would have found out. XXXX XXXX emailed that I do not owe XXXX any money. That's true, but very misleading. XXXX was paid directly by Nelnet, in my name. Nelnet only sees my name as the recipient of the tuition. However, XXXX refuses to pay that money back to Nelnet. XXXX XXXX purposely mislead me, she purposely lied to me. XXXX XXXX and XXXX XXXX have done the same thing. XXXX owes that money to Nelnet. However, they are keeping it knowing full well I was not in school, knowing I withdrew in time and knowing I am being billed and harassed by Nelnet. This is fraud. No one at the school would respond to any of my calls or emails for months. I had to get aggressive and make a pest of myself. XXXX, after ignoring me for months, after I had to go to the ombudsman ( which did no good ), are calling me " disrespectful ''. Where was the respect for me, where was their help, where was their honesty? I have little respect for anyone who is knowingly committing fraud against me. XXXX did not think I would find out they took, and are keeping, the money from Nelnet! Nelnet wants their money and they will put this debt into collection soon. The debt was taken out in my name by XXXX. I was not in school, I did not use the money. I withdrew in time. XXXX should never have taken the money, or having taken it, they should have returned it. According to Nelnet, the proper sequence would be that XXXX pay the tuition money to me and I in turn pay Nelnet. XXXX is fraudulently keeping that money. I have tried to get the help of the ombudsmans office : XXXX XXXX by emailing her directly and emailing : ChancellorXXXX to no avail. After submitting this I will be reaching out to the Attorney General of Florida. I do not owe this money. I will not pay this money and I will take XXXX to court. XXXX XXXX, XXXX XXXX, XXXX XXXX all know XXXX has committed fraud.
Company Response:
State: FL
Zip: 32958
Submitted Via: Web
Date Sent: 2019-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Graduated from XXXX University in XXXX. I couldn't get a job paying the {$700.00} a month payments they require. I went into forbearance for years. I've worked 2-3 jobs the whole time. I was put into collections even though I was told {$0.00} a month based on my income. I was then put on a {$5.00} a month plan. I had to stay current for 9 months to get out of collections. I've been out of collections a while now. They are showing on my credit report as open but up to date. I am trying to buy a home as I can not afford rent. My credit is good besides these loans showing on my account. I was told by Nelnet and my loan person to file a complaint today XX/XX/XXXX. I am paying as much as I can towards my loans after the bills are paid. I'm living in a tiny apartment with XXXX children of the opposite XXXX in the same room. I have to move. Buying is cheaper than renting. For my rent price, we can all have or own rooms. I am about to move out and increase my rent by {$200.00} dollars. That means we eat less. I make to much money for assistance with food. I'm trying my hardest to settle down and make higher payments to the loan company but I'm going to be pushed right back into collections over this being on my credit. I have already gotten a better job. I'm still working 2 jobs. I'm slowly moving up in the world. Please help me.
Company Response:
State: VA
Zip: 22485
Submitted Via: Web
Date Sent: 2019-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I sent specific payment instructions to Nelnet : " I am writing to provide you instructions on how to apply payments when I send an amount greater than the minimum amount due. Please apply payments as follows : 1. After applying the minimum amount due for each loan, any additional amount should be applied to the loan that is accruing the highest interest rate. 2. If there are multiple loans with the same interest rate, please apply the additional amount to the loan with the lowest outstanding principal balance. 3. If any additional amount above the minimum amount due ends up paying off an individual loan, please then apply any remaining part of my payment to the loan with the next highest interest rate. It is possible that I may find an option to refinance my loans to a lower rate with another lender. If this lender or any third party makes payments to my account on my behalf, you should use the instructions outlined above. Retain these instructions. Please apply these instructions to all future overpayments. Please confirm that these payments will be processed as specified or please provide an explanation as to why you are unable to follow these instructions. Thank you for your cooperation. '' On XX/XX/XXXX, when checking my account I noticed that loan group F had accrued a larger than normal amount of interest : {$260.00}. Even though I was making my monthly minimum payments and occasionally making extra payments toward group F. After making an extra payment of {$500.00} on XX/XX/XXXX my due date was advanced. It is criminal, and infuriating that I accrued extra interest because Nelnet did not process my payment instructions. My goal is to pay my loans off early and avoid gaining extra interest by doing so. My instructions were sent to serve that purpose. Nelnet did not follow my instructions and now I owe more interest, in spite of making early payments in order to pay my accounts of early. Nelnet should be held liable for reducing my owed interest amount because of their error.
Company Response:
State: IN
Zip: 46220
Submitted Via: Web
Date Sent: 2019-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/XXXX/XX/XX/XXXX I was contacted by a new student loan servicer to complete a re-verification for student loan repayment. Prior to this my loan was serviced by another company, I had never heard of Nelnet. I am on the Income Driven Repayment plan. After going over the information on the phone, they lady at NelNet said that my payment would continue to be {$0.00} ( this made sense because my wife has student loans through XXXX and her payment was also continuing to be {$0.00} and we both had to re-verify at the same time of year ) I was sent paperwork in the mail to sign and return, which I did. I did not receive any further communication from Nelnet. In XX/XX/XXXX I applied for an auto loan. The lender told me my credit score was XXXX ( it had been in the mid- high 600 's ) I was shocked. I asked how on earth that was possible. They said that Nelnet had reported 42 missed payments on my credit report. I pulled my credit report and verified that this was true. I contacted Nelnet. They stated that I do not have 1 loan ( which is how this had always been reported before ) but 14 smaller loans. These 14 loans had been reported as never being paid since XX/XX/XXXX but only once they had become 90 days or more past due. I had no idea I owed anything. Since my wife and my income are the same and we both filed the same paperwork, why would one servicer charge a payment and the other servicer not charge a payment? Nelnet refused to even consider that they had made a mistake. They admitted there was no correspondence but said they had tried to call - this is false - they did not ever try to call. My credit is ruined, it will take years to undo the damages caused by this company. We can clearly prove they are incorrect but it does not matter to them. We made the {$23.00} payment they wanted for the past 6 months today to try to repair as much as we can. We have filed to have all of our loans serviced by XXXX. Please help us.
Company Response:
State: OH
Zip: 43701
Submitted Via: Web
Date Sent: 2019-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Both the XXXX XXXX XXXX XXXX and my student loan servicer, Nelnet, recognized my current, legal name for one year, but Nelnet now has decided to revert to my former legal name. The XXXX XXXX XXXX XXXX still recognizes my current, legal name. Nelnet refuses to explain why they called me my current, legal name for one year. Nelnet now says they will require me to produce legal documentation of a name change, which I had already provided in the past to update my account the first time. For Nelnet to require me to provide documentation of a name change a second time would be an undue burden to me. I legally changed my name in XX/XX/XXXX. In XX/XX/XXXX I updated my name with the XXXX XXXX XXXX XXXX. I can't find in my records the exact date Nelnet updated their records, but the oldest email I can find from Nelnet with the updated name is from XX/XX/XXXX. Nelnet 's records continued to show the correct, updated name for one year. On XX/XX/XXXX, I logged in to my Nelnet account online, and I noticed there had been an unauthorized change to the name on my account, which now shows my former legal name. On XX/XX/XXXX, I submitted online to Nelnet a letter requesting a written response to the unauthorized change to the name on my account. On XX/XX/XXXX, I called Nelnet by phone and spoke to XXXX, who said that I would not be receiving a written reply to my XX/XX/XXXX letter to Nelnet, that Nelnet would not undo the unauthorized change of the name on my account to my former legal name, and then XXXX sent me an email for documentation needed to confirm your name change. On XX/XX/XXXX, I submitted a case with the XXXX XXXX XXXX XXXX Federal Student Aid feedback system. On XX/XX/XXXX, XXXX from Nelnet responded to my Federal Student Aid case requesting additional documentation of a name change. On XX/XX/XXXX, XXXX from the Federal Student Aid 's Business Operations Escalated Issues team also requested additional documentation of a name change. Finally, on XX/XX/XXXX, XXXX with the Federal Student Aid Ombudsman Group emailed " the initial change was done electronically. However, in order for ED-Nelnet to complete a permanent system change ; you will need to provide them with a copy of your driver 's license, social security card and/or birth certificate. ''
Company Response:
State: MD
Zip: 20601
Submitted Via: Web
Date Sent: 2019-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have provided Nelnet with a certified XXXX letter asking them to provide the master promissory note to substantiate the debt. No response from debt collector. I feel as if my rights under the FCRA has been violated. Since this debt has not been verified as accurate, I demand that the accounts be removed from credit report. My next course of action will have to be litigation.
Company Response:
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2019-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A