Date Received: 2019-03-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When Firstmark acquired my private student loan from XXXX, they changed the loan from a fixed rate to a variable rate. They have then raised the interest rate from XXXX % to XXXX % and rising. I have called Firstmark three times about this : - On the first call ( XX/XX/XXXX ), they lied and said that they had my promissory notes and were looking at them during the call, and that the loans were variable rate loans. I asked them to send them to me and they said I would receive them in 1-2 days. They never arrived. - On the second call ( XX/XX/XXXX ), they told me that they did NOT have the promissory notes at all. Instead, they had ordered the promissory notes from XXXX and they would be delivered in 1-2 days. They still have not arrived. - On the third call ( XX/XX/XXXX ), they said that they did not have the promissory notes and they had no idea when or if they would arrive. They would not reinstate the fixed interest rate without the promissory notes. At this point, Firstmark has illegally converted my fixed rate loan to a variable rate loan. They refuse to reinstate the fixed rate or refund the interest.
Company Response:
State: MA
Zip: 017XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I was called from a number XXXX by an XXXX XXXX claiming to be able to help me with loan forgiveness. I called back and was speaking with a different woman ( she said her direct line was XXXX ) and asked me questions to get into my FAS ID account. I wasn't able to catch it until later, but she reset my password while asking me questions to " verify '' my information. I am unsure now about what of my information is stolen or what they found out. I have since reset my password. They wanted 4 or 5 months of {$170.00} to be entered into the loan forgiveness program and I am not entirely sure this is legit or legal. I wanted someone to be aware of this if it is a scam.
Company Response:
State: MI
Zip: 48910
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX XXXX XXXX XXXX transferred our account to Nelnet, XXXX, Nebraska in XXXX, XXXX. This complaint is about Nelnet, and includes SIX problems to be resolved Note : This loan is in good standing, with no late payments or associated penalties/fees. PROBLEM # 1 : 1. InXX/XX/XXXX, we wrote two separate checks to Nelnet ; one to cover the standard payment of {$480.00}, and another one for {$55.00} which was to be directed at XXXX percent toward principal pay down. We intend to start an aggressive pay down of this loan in XX/XX/XXXX, and the {$55.00} payment was a 'test ' payment to insure that it would be properly credited to principal. 2. Nelnet misappropriated {$46.00} of the {$55.00}, applying {$46.00} to interest rather than principal. Solution requested : Apply {$46.00} to principal pay down PROBLEM # 2 : 1. On XX/XX/XXXX, I spoke with Nelnet representative XXXX XXXX regarding the {$46.00} misallocation of payment in XXXX. During our phone conversation, XXXX assured us that she had added clarifying notes to our " permanent record '', stating that any future monies paid in excess of the daily interest rate in effect during the XXXX XXXX day billing period would be applied 100 percent to principal balance pay down. XXXX XXXX suggested that this had not happened in XXXX because the clarifying note was not displayed in our " permanent record ''. This did not happen two weeks after our discussion with XXXX, following our XX/XX/XXXX payment of {$540.00}. 2. From the XXXX XXXX payment, Nelnet again misallocated money from principal ; {$69.00} that should have been credited to principal pay down was instead applied to interest. Solution : Nelnet to credit {$69.00} to principal rather than interest. PROBLEM 3 : Nelnet has refused to acknowledge or reply to our original email communications of XX/XX/XXXX, regarding Problems 1 and 2 mentioned above. Solution : Nelnet to reply to those particular concerns, without sending a boilerplate reply. PROBLEM 4 : Nelnet is quick to acknowledge and reply to our XX/XX/XXXX request for payoff quote. Nelnet replied on XX/XX/XXXX with the payoff amount, but did not answer our questions about the process for making the payment : We asked : do we issue two checks - one for principal, one for interest? We asked : should the payments be made by cashier 's check? To where should the checks be mailed? Solution : Nelnet to answer our questions about the process for making the payment. PROBLEM 5 : As of XX/XX/XXXX, Nelnet has refused to acknowledge or reply to our XX/XX/XXXX re-send of the XX/XX/XXXX email, mentioned in Problem 3, above. Solution : Nelnet is to explain why they are not honoring their own clarifying notes, supposedly added to our " permanent record '' by their XXXX XXXX in early XXXX XXXX in which all payments, beyond daily interest rate calculated during their billing period - should be credited to principal paydown. PROBLEM 6 : Nelnet is misallocating our money intended for principal pay down, and preventing us from accelerating the pay off this loan. As explained to us by XXXX XXXX, ours is not a simple interest loan : the interest will continue to be charged as long as there is a balance on the account. Solution : Nelnet to provide specific instructions on how to make accelerated payments against the principal of the account : a. what to write on the check to guarantee it to 100 percent principal pay down b. how to write the check - as a cashier 's check? one for principal? one for interest? c. where to mail the check. Some lenders actually have a separate mailing address for principal payments.
Company Response:
State: PA
Zip: 15102
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2019 I received a letter from Nelnet as response to a forbearance request that I made saying my loan was in forbearance. On XX/XX/2019 they withdrew {$120.00} from a bank account not associated with the loan I placed in forbearance. All of my other loans were on auto-pay for several years, but I never placed my new loan in auto-pay because I intended to pay for it with a different account. The money was not authorized to come out of the other account, but they took it anyway. When I called on XX/XX/2019, they told me that I could not get a refund for the money they withdrew without my permission or the permission of the account holder, and that my loan does not qualify for forbearance or repayment options. This account has already caused me problems because my grace period was taken away and I am in a situation where I'm being charged {$120.00} per month on this loan. I make {$350.00} every two weeks. I'm already starving myself to make ends meet. I can't afford this high of a bill, but I have no alternative except to pay because the department of education sent {$300.00} more than they were supposed to and if I pay that money back to get the grace period that I was guaranteed in my promissory note, then I won't be able to pay my mortgage.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2019-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-13
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/2019 I received a letter from Nelnet as response to a forbearance request that I made saying my loan was in forbearance. On XX/XX/2019 they withdrew {$120.00} from a bank account not associated with the loan I placed in forbearance. All of my other loans were on auto-pay for several years, but I never placed my new loan in auto-pay because I intended to pay for it with a different account. The money was not authorized to come out of the other account, but they took it anyway. When I called on XX/XX/2019, they told me that I could not get a refund for the money they withdrew without my permission or the permission of the account holder, and that my loan does not qualify for forbearance or repayment options. This account has already caused me problems because my grace period was taken away and I am in a situation where I'm being charged {$120.00} per month on this loan. I make {$350.00} every two weeks. I'm already starving myself to make ends meet. I can't afford this high of a bill, but I have no alternative except to pay because the department of education sent {$300.00} more than they were supposed to and if I pay that money back to get the grace period that I was guaranteed in my promissory note, then I won't be able to pay my mortgage.
Company Response:
State: IN
Zip: 460XX
Submitted Via: Web
Date Sent: 2019-03-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I requested a discharge due to my XXXX. I was informed of what papers i needed to send them from the SSA to receive a determination. I received the papers and emailed them in XX/XX/XXXX. I also mailed them. I received a email saying they received them. In XX/XX/XXXX i get a notice that they needed the papers from SSA. I called and the customer service agent was very rude. Saying i had to send in the papers, would not let me explain that i sent them. So i emailed them again. I received a notice that they received them. I also sent copies by mail and sent them by certified mail. I have the receipt signed. Today i get a notice saying my request was denied bcz they never received the papers. What do i do?
Company Response:
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2019-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-11
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have requested an investigation be completed by XXXX, XXXX, and XXXX to request the data furnisher of my student loans, Nelnet Inc. report my payment history on both my accounts accurately. The dispute came back as verified, however clearly the reports are inaccurate. On XX/XX/XXXX, I reviewed my credit reports provided by XXXX XXXX. I found the following errors : The XXXX and XXXX payment history on both accounts show XX/XX/XXXX as OK, then the next month on XX/XX/XXXX the payment history shows 90 days late, ion XX/XX/XXXX shows 120 days late, XX/XX/XXXX shows 120 days late, XX/XX/XXXX shows 120 days late, XXXX shows 120 days late. The payment history is clearly inaccurate. How can I be OK one month and the next month on XX/XX/XXXX be 90 days late. Please correct immediately. According to the Fair Credit Reporting Act all reported accounts must be 100 percent complete, verifyable, timely, compliant, and accurate. The XXXX payment history on both accounts show OK in XX/XX/XXXX, and the very next month in XX/XX/XXXX as ninety days late. This is physically impossible, and clearly inaccurate. The next month in XX/XX/XXXX the payment history changed to 120 days late, the in XXXX it shows 150 days late, then in XXXX 180 days late, then in XXXX of XXXX 180 days late. According to the Fair Credit Reporting Act all reported accounts must be 100 percent complete, verifyable, timely, compliant, and accurate. According to the FCRA, the data furnisher is subject to fines and penalties if the information is not verified accurately, timely, and within compliance.
Company Response:
State: TX
Zip: 78541
Submitted Via: Web
Date Sent: 2019-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: There is no option on the website for when I make an over-payment to have it not advance the due date. So every time I try to apply the payment to the principle it goes toward the next months amount owed. I have called several times now. The last time i called they forced me out of auto debit stating that they could fix it if I was not auto debited. It has been 13 days since then and nothing has been fixed. I owe more money in intrest now that im out of auto debit and they have still not fixed the issue.
Company Response:
State: FL
Zip: 33624
Submitted Via: Web
Date Sent: 2019-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Today, XX/XX/ 2019 I was notified that my credit scores had dropped significantly. I found on my report 3 of the same loan, just in different amounts, from nelnet on my credit report as missed payments for 90 days. My school loans are all deferred and should NOT be on my credit report at all and should not show up as three different occurances, which lowered my score even more. If my school loans are deferred, they should not be on my credit report at all and not on three separate statements. I re-submitted all of my information through nelnet to show my school loans as current but they stated they cant take the marks off my credit report!!! They need to be taken off since they should not have been on there to begin with!
Company Response:
State: OH
Zip: 434XX
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-03-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: In XX/XX/XXXX, the 3 credit agencies show that Nelnet reported a 90 late payment which was affecting my credit score. However, on my credit reports for XX/XX/XXXX through XX/XX/XXXX, Nelnet had reported okay for no late payments, but in XX/XX/XXXX it has 90 listed. If I was okay for XX/XX/XXXX through XX/XX/XXXX, then how could there by a 90 listed in " only '' XX/XX/XXXX? I had previously discussed with Nelnet by telephone and they assured me that it would be removed if I applied for the forebearance they would retract it. Nelnet received my forbearance request on XX/XX/XXXX per verification I received via email by Nelnet MMA Administration. I was unaware that it was not fixed back then until I applied for a mortgage loan recently and it showed up on my credit. I spoke to XXXX with Nelnet on XX/XX/XXXX and he advised that I send Nelnet an email stating the above and attach documents and this would help my situation to have it removed " again ''. I attached the proof of what Nelnet had posted on my credit report, and the derogatory summary that was listed on my credit report. XXXX XXXX with Nelnet sent an email stating that it was resolved and it was accurate and valid less then 24 hours, which tells me they didn't even take the time to review. They also mentioned they did not do a goodwill credit adjustments. On XX/XX/XXXX, I contacted the Ombudsman for Nelnet to look into this since Nelnet customer service for had not been any help. I had been dealing with XXXX XXXX with Nelnet but somehow I was never able to speak to her. Everytime she called me, somehow it never came through, so that I could speak to her. When I received the email stating that XXXX XXXX called me but she was unable to reach me, I responded by email to keep a paper trail. I did call her back and kept getting customer service because XXXX XXXX was unavailable. I did speak to XXXX with Nelnet and she was the only one that tried to assist me. XXXX stated that it would be removed because of the bankruptcy and that they should not have been collecting from me in the first place, so I assumed " again '' that it was done. I sent the information about my husband and I filing a Ch. XXXX bankruptcy on XX/XX/XXXX and at the time of the filing copies were mailed to Nelnet. At the time of the filing, I was in constant contact with Nelnet giving them information to keep them well informed of what was happening. Throughout this process of the bankruptcy, we converted to a Chapter XXXX on XX/XX/XXXX and Nelnet was also notified by the court and myself. On XX/XX/XXXX, I received a call from XXXX with Nelnet stating that the " Claim 's department '' said they were still not going to remove the late posting from the credit agencies because it stands and there was no reason to move it. /I asked XXXX to file a complaint with Nelnet . On XX/XX/XXXX, I received an email from XXXX XXXX that they were going to close my case because basically none of the information I provided was good. She never called me back to discuss and nothing was removed from my credit. If the others were in forebearance, this one should be there as well. My son was attending XXXX XXXX University, then that same year attended XXXX in XX/XX/XXXX in which Nelnet was also aware of because they had the paperwork in hand. XXXX closed and so now Nelnet is unable to verify my son 's attendance at the school, which is not an excuse for them not to remove the 90 day late pay. I have provided all verification to Nelnet and I have done nothing wrong but always keep them informed of my finances. I have multiple loans with Nelnet and they flagged the others in forebearance except this one that was left out by mistake and now I am suffering credit wise because of Nelnet. I applied for a mortgage loan and do not qualify for it because of this one credit issue that has declined my credit score. All they have to do is remove it and I am assuming they will not because then it will admit to their mistake. This is why I am filing this complaint against Nelnet and all I am asking is for them to remove the late posting to the 3 credit agencies.
Company Response:
State: TX
Zip: 76018
Submitted Via: Web
Date Sent: 2019-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A