Date Received: 2018-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello CFPB I am having difficulty with Nelnet incorrectly counting the number of payment toward the 25 years till forgiveness under the IBR/ICR programs. I contacted Nelnet asking how many payments I have left till forgiveness and was told I have made only 102 payments -- and thus have over 17 years left to go. In actuality, I have made 24 years of payments, and I have made closer to 280 payments. I re-contacted Nelnet to ask for clarification and was sent a notice dated XX/XX/XXXX that says Our records indicate you have been enrolled in the Income-Based Repayment ( IBR ) Plan since XX/XX/XXXX. However the account history they sent with this notice shows reduced payments under ICR going back to XX/XX/XXXX( this would be at least 192 payments ). Unfortunately, Nelnet did not sent the rest of the record going back to XX/XX/XXXX, which would have shown the rest of the reduced payments under the ICR program. I have re-contacted Nelnet twice for an explanation/correction and have not heard back. To clarify -- the actual loan has been in ICR and then later the IBR programs since XX/XX/XXXX. I was first placed on the Income Contingent Repayment ( ICR ) plan in the mid XX/XX/XXXXwhen my son had XXXX and I could not work. Under these plans, I made reduced monthly payments under a partial financial hardship. Later, when the IBR program became available, I switched from the ICR program to the IBR program. I was told by Nelnet representatives at the time that this switch would not affect the 25 years till forgiveness. When I called a few years ago ( I think it was XX/XX/XXXX) I was told by a Nelnet representatives I should only have about 5 years to go. Now, however, after I have paid on these loans for over 23 years, Nelnet seems to think I have only made 102 payments ( 8 years ) and I still need to pay for another 16 years?? Regardless of which program I was using to pay my loans, according to the legal documents I have read ALL of my payments should count toward the 25 years. For example -- here is what the it says in the Federal Register ( Vol. 73, No. 206/Thursday, XX/XX/XXXX/Rules and Regulations- Part II ) on page 63259 : 1 ) To qualify for loan forgiveness after 25 years, a borrower must have participated in the income-based repayment plan and satisfied at least one of the following conditions during that period : ( i ) Made reduced monthly payments under a partial financial hardship as provided in paragraph ( b ) ( 1 ) or ( 2 ) of this section, including a monthly payment amount of {$0.00}, as provided under paragraph ( b ) ( 2 ) ( ii ) of this section. [ I meet this qualification! ] The federal register continues and says : ( 3 ) For a borrower who qualifies for the income-based repayment plan, the beginning date for the 25-year period is ( i ) If the borrower made payments under the income contingent repayment plan, the date the borrower made a payment on the loan under that plan at any time after XX/XX/XXXX ; [ < -- Please note XX/XX/XXXX!! This means ALL of my payments on the ICR or IBR made after XX/XX/XXXXshould count!! ] Please look into this and get back to me and let Nelnet know the results as well since I am likely not the only one being impacted by this issue.
Company Response:
State: CO
Zip: 80220
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: - In XXXX of XXXX I applied for a loan consolidation through XXXX, to consolidate my loans that were in repayment. - On XX/XX/XXXX of XXXX I was approved for a Direct Consolidation Loan in the amount of {$36000.00} from a loan servicer NelNet, to pay my outstanding balance on my federal loans and was approved. - Approximately XXXX of XXXX, got a credit alert and received information from US Dept of Education that this loan defaulted. - Reached out to both US Dept of Education and Nelnet on numerous occasions to resolve this issue and was told by Nelnet that account was in good standing. - Contacted by US Dept of ED in XXXX of XXXX regarding notice of intent for Wage Garnishment for the balance of the loan. - In XX/XX/XXXX I submitted documentation detailing that I consolidated the loan and have been paying on time and was subsequently denied. - At this point a different collections agency is attempting to collect on this dept with added fees and interest in the amount of {$49000.00}. I currently have until XX/XX/XXXX to come up with a payment plan or they will proceed with garnishment. - Called NelNet on XX/XX/XXXX, talked to a specialist, they stated they don't know how to help and they they paid XXXX/XXXX. They said to reach out to US Dept of ED. - XX/XX/XXXX Contacted by assigned Creditor, XXXX XXXX, stating there was an error and I now actually only have until XX/XX/XXXX to come up with a payment plan or appeal the wage garnishment hearing in Federal District Court. - XX/XX/XXXX Sent Certified letter to both Nelnet and US Dept of ED Administrative Wage Garnishment group requesting a detailed investigation into all loan accounts associated with my name.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2018-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018, I made a payment from XXXX XXXX XXXX disbursements back to the loan, which was issued on XX/XX/2018. I made this payment, as it was more than what I actually needed of the loan, and as I have discussed many times with Nelnet, my loan service provider, when we make a payment within 120 days of the disbursement of a loan, we would like it to be applied to principal only, as is our right. They did not apply this payment to principal only, but to principal and interest as they are wont to do, and do every time with every loan. I have been repeatedly told by Nelnet that they have it in my notes, and will make sure that this doesn't happen again, but every time a new loan is dispersed, I have to go through this again, and contact you again. I believe that this is a predatory loan practice, and basically a scam to make even more money off the backs of students.
Company Response:
State: FL
Zip: 33610
Submitted Via: Web
Date Sent: 2018-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-03
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: - In XXXX of XXXX I applied for a loan consolidation through XXXX, to consolidate my loans that were in repayment. - On XX/XX/XXXX of XXXX I was approved for a Direct Consolidation Loan in the amount of {$36000.00} from a loan servicer NelNet, to pay my outstanding balance on my federal loans and was approved. - Approximately XXXX of XXXX, got a credit alert and received information from US Dept of Education that this loan defaulted. - Reached out to both US Dept of Education and Nelnet on numerous occasions to resolve this issue and was told by Nelnet that account was in good standing. - Contacted by US Dept of ED in XXXX of XXXX regarding notice of intent for Wage Garnishment for the balance of the loan. - In XX/XX/XXXX I submitted documentation detailing that I consolidated the loan and have been paying on time and was subsequently denied. - At this point a different collections agency is attempting to collect on this dept with added fees and interest in the amount of {$49000.00}. I currently have until XX/XX/XXXX to come up with a payment plan or they will proceed with garnishment. - Called NelNet on XX/XX/XXXX, talked to a specialist, they stated they don't know how to help and they they paid XXXX/XXXX. They said to reach out to US Dept of ED. - XX/XX/XXXX Contacted by assigned Creditor, XXXX XXXX, stating there was an error and I now actually only have until XX/XX/XXXX to come up with a payment plan or appeal the wage garnishment hearing in Federal District Court. - XX/XX/XXXX Sent Certified letter to both Nelnet and US Dept of ED Administrative Wage Garnishment group requesting a detailed investigation into all loan accounts associated with my name.
Company Response:
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2018-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for Public Service Loan Forgiveness from the U.S. Department of Education ( XXXX XXXX ) and was told I do not have any ELIGIBLE loan types. With all due respect, I think they are mistaken and may have inaccurate information. I called XXXX and was told to contact my current loan servicer, Nelnet. Before Nelnet, my servicer was XXXX XXXX for XXXX XXXX directly after graduation from the University of XXXX in 2006. It seems possible that a data entry error could have occurred in the transfers. I have attached documents that I believe prove the eligibility of my loans. If my student loans are not eligible for PSLF, I would like a thorough explanation concerning WHY they are not. I see William D. Ford Direct Loan Program as well as Federal Family Education Loan Program on the consolidation papers. I simply do not understand what the problem is. If I can find evidence that the loans ARE eligible, I can and will re-apply for the loan forgiveness. Thank you for any help you can give me.
Company Response:
State: MO
Zip: 65401
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-01
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I am a XXXX XXXX XXXX XXXX VETERAN HAVE ASKED THEM TO REMOVE THE LOANS FROM MY CREDIT REPORT HAVE FAXED AND MAILED THE INFORMATION IN NUMEROUIS, TIMES, I HAVE ATTACHED PAPERWORK THAT STATES I AM XXXX XXXX XXXX XXXX XXXX.
Company Response:
State: FL
Zip: 34786
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet has now systemically and consistently demonstrated negligent and fraudulent practices. Nelnet misapplied a {$30000.00} payment which caused great financial stress and hardship. Since that time, Nelnet managers and advisers have consistently provided false and misleading information when I have asked for all my options to assist with repayment. In the most recent incident occurring between XX/XX/18 - XX/XX/18, I called this shameful group to discuss options for repayment. I explained to this company that I have been filing applications for borrowers defense since I went to a " for profit '' university who I charge made misleading statements regarding my job prospects, income prospects, and so forth. The manager, XXXX, said that Nelnet receives applications from borrow defense " within 24 hours '', which turned out to be a viscous lie. Another manager confirmed that Nelnet receives the request whenever the DOE sends them. I explained to yet another manager that due to all of this, I have been homeless for the last 5 years. I explained my situation and she advised me to consolidate all my loans so I could qualify for a low income apartment grant. I was absolutely shocked and sickened to find out I could do this directly with the DOE. Further, Nelnet has lied when it said that my only other option was to put all loans on " administrative forbearance ''. AT NO TIME did they tell me I could consolidate into an easier payment plans. Nelnet has consistently advised me that I am ONLY able to consolidate with PRIVATE lenders. Nelnet did not at any time advise me that this was an option. Had I known this, I could have not been XXXX for the last 5 years, could have avoided massive interest assessment, and could have begun a reasonable repayment plan. Shame on Nelnet. I have spoken with an attorney and, despite using what little money I have to stay warm and get food, I will use that money to take legal action against Nelnet if this issue is not resolved as soon as possible.
Company Response:
State: UT
Zip: 84062
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-10-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Hello, I want to complain about a PSLF program that Nelnet loan service provider did not honor. I contacted Nelnet in 2017 after paying my loan for 10 years ( 120 months ) without a delay in payments. I am a public service worker for nearly 30 years and had planned to retire soon. Once I learned of the PSLF program and checked my account with Nelnet, I submitted my certified information. I was denied due to my loan was not in the appropriate loan forgiveness program. I was told that I could move my remaining balance over to the right loan program and work ten additional years to get the PSLF. I thought this was extremely careless and disrespectful to share with me. Now I have to continue working to pay the remaining debt off. I believe Nelnet withheld critical information to its customers and did nothing to help its customers but take our money. I hope there is something that can help those who have issues with this PSLF program. Thank you.
Company Response:
State: GA
Zip: 30039
Submitted Via: Web
Date Sent: 2018-10-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-30
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: My student loan servicer, Nelnet, has failed to accurately and completely report data to the major Credit Reporting Agencies ( henceforth referred to as CRA ) ; XXXX, XXXX, XXXX, and XXXX, as required by 623 - 15 U.S.C. 1681s-2. Several attempts to rectify this issue through both the normal customer service channels, as well as by directly contacting Nelnet, Inc executives has been fruitless as I have been completely ignored. Due to this, my credit score has dropped by several hundred points through absolutely no fault of my own. I have been ripping my hair out trying, for months, to get a response from anybody at Nelnet, in order to correct this inaccurate reporting, and have been completely ignored ( or refused to be talked to ) every single step of the way. As of today, XX/XX/2018, Nelnet is still reporting to the CRAs that my student loan as late each month, despite being paid off in full ; in fact, Nelnet actually owes me a little over {$2.00} as I overpaid on my final payment. A final attempt to contact the following entities on XX/XX/2018 about this inaccurate and incomplete reporting has been completely ignored ; I have received absolutely no response from any of the below entities who were sent my letter : XXXX XXXX, President, Nelnet , Inc. ; XXXX XXXX XXXX, Chief Executive, Nelnet , Inc. ; XXXX XXXX XXXX, Chief Operating Officer, Nelnet , Inc. ; XXXX XXXX XXXX, Managing Director, Nelnet , Inc. ; XXXX XXXX XXXX, Managing Director, Nelnet , Inc. ; XXXX General Customer Service Contact : XXXX and XXXX None of the e-mails bounced back as undeliverable, and they were in fact read by all recipients as evidenced by a unique tracking pixel embedded in the e-mail to each recipient. Below is a portion of my original e-mail sent on XX/XX/2018, with updates to inform about any changes since the original email was sent. To summarize my issue : - I have had over twelve years of flawless on-time monthly payments that were managed by an immediate family member, my mother, since Nelnet kept sending my bills to her for some reason. She would mail in the check, and I would reimburse her. Never once was a payment late, and Nelnet reported the payments accurately until this year. - On XX/XX/2018, I received three letters at my personal address, dated XX/XX/2018, in separate envelopes in the mail from Nelnet. They all contained the same information ; congratulating me that my student loan ( Acct # XXXX ) had been paid off in full. The only difference between the three letters was at the top, they stated Loan : 01, Loan : 02, and Loan : 03 respectively, just above the body of the letter. - After receiving the above-mentioned letters stating that my student loan was paid off in full, I did not receive ANY further communication from Nelnet until XX/XX/2018. - Despite being paid in full, Nelnet began reporting the loans as late each month to the four major CRAs. - Attempts to figure out what was going on and rectify this situation through the normal customer service channels failed, as no matter who I spoke to, and despite providing my social security number, drivers license number, account number, as well as other identifying information, I was repeatedly told that my information did not match what was in their records, and they would not speak to me further. - On XX/XX/2018 I received the first communication from Nelnet since the above-mentioned letters I received on XX/XX/2018. This communication arrived in the mail, and was a bill for {$270.00}. - Questioning the accuracy of this bill, since I had previously received the letters stating that my student loans had been paid off in full, I once again attempted to contact customer service. I was once again told that they could not speak to me since my information did not match what they had on file. I could not create an online account on the Nelnet website either, as my information did not match our records ( attached below ). Calling the phone number it said to call, I was told the same thing. - On XX/XX/2018, completely frustrated with Nelnet, I wrote a check ( dated XX/XX/18 ) for {$270.00} and immediately mailed it via certified mail. The check was received by Nelnet on XX/XX/2018 according to the United States Postal Service. - Nelnet did not cash the above-mentioned check for {$270.00}, which they received on XX/XX/2018 until over a month later, on XX/XX/2018. I have attached the cancelled check below. - On XX/XX/2018, I received another statement that I still owed {$2.00} on my student loan. I immediately wrote a check for {$4.00} and mailed it via certified mail on XX/XX/2018. Nelnet received this check on XX/XX/2018. - The above-mentioned check was not cashed by Nelnet until XX/XX/2018 ; a little over a month after they received it. I have attached the cancelled check below. - Even after cashing both of these checks, Nelnet continues to report my student loan as late to the four major CRAs as of today, and is still reporting an outstanding balance of {$2.00} on my credit reports ( XXXX attached below ) with the latest update occurring on XX/XX/2018 according my credit monitoring service, dropping my credit scores by an additional 49 points on average. - This account, XXXX, has never been paid late throughout the entire life of the loan. All lates being reported are strictly the fault of Nelnet reporting inaccurate information, and/or taking over a month to cash and apply payments to the account after they have received them. At this point, I request that Nelnet act in good faith and within fourteen ( 14 ) days, make me whole by removing any and all late or derogatory marks they have reported to the four major CRAs, as well as update the balance to be correct ( which should be $ XXXX ), and close the accounts. Please send me, via mail, confirmation that these actions were taken within fourteen ( 14 ) days. As it currently stands, Nelnet is currently in willful violation of the standards set forth under the Fair Credit Reporting Act 15 U.S.C. 1681s-2, Section 623. Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Michigan XXXX
Company Response:
State: MI
Zip: 49417
Submitted Via: Web
Date Sent: 2018-09-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-09-29
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: NELNET, former loan servicer, who transferred my student loan to XXXX XXXX before my loan entered repayment, i.e. no payment was ever owed NELNET ; no payment was ever made to NELNET. In clear violation of federal law expressly prohibiting duplicate reporting of loans ( including student loans ) within the borrower 's credit reports, NELNET continues to duplicate report ( same student loan for {$20000.00}, reported by XXXX XXXX, the current and only servicer to whom payments were owed ). NELNET 's per se unlawful explanation for NELNET 's continued unlawful duplicate student loan reporting is " loan history '' which argument is fictitious/illegal-self-serving because National Student Loan Data System, NSLDS, is the sole student loan system recognized as " authoritative '' for student loans history reporting. In fact, NELNET is merely actually using their unlawful student loan tradeline report for illegal monetary gain by sale of said unlawful tradeline. PRIOR NOTICE : XXXX has received numerous requests from me to permanently remove NELNET 's per se unlawful duplicate student loan report from my XXXX credit report ( hereby I incorporate my prior Consumer Financial Protection Bureau, CFPB report number XXXX dated XXXX XX/XX/2018 in full with all attachments by reference ). If XXXX does not promptly ( within 10 business days ) permanently remove NELNET 's per se unlawful NELNET duplicate student loan report report, I will have no further option but to bring both NELNET and XXXX to federal district court to answer charges of unlawful fraudulent student loan reporting extortion. NELNET and XXXX have received written notice numerous times without corrective deletion of said unlawful duplicate student loan report
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A