Date Received: 2023-11-26
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Let this letter serve as formal notice that you have failed to respond to my dispute letter. As you can see, I am keeping careful records in regard to this matter. It has been well over the 30 days allowed by federal law for you to respond. Your failure to comply with federal regulations is a serious violation of the Fair Credit Reporting Act and could result in an investigation by the FT. Perhaps this is just an oversight or result of high volume of the requests you receive daily. I highly doubt an agency that is responsible of maintain accurate information would neglect to follow the laws that govern them on purpose. So, I will extend you the benefit of the doubt. Im sure youll want to tend to my request as soon as possible. To help you out I have included a copy of my original request, the dated receipt of when you got it, and a copy of the proof verifying the mistakes you have mistakenly placed on my records. To recap it all for you the following needs to be corrected : DEPT OF EDUCATIONXXXX XXXX XXXX is the only bureau reporting this inaccurate information. How is this possible when all data furnished should be the same?
Company Response:
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2023-11-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-25
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I dont know whats happening but I only had federal loans and they kept being sold to new servicers. I owe more than I did when I was in school, and I owe more than I thought I took out to being with ( not to mention more than it should have cost ). Im also in the forgiveness for the scam tactics of the school but despite filing in time, it wasnt apparently seen or whatever so it didnt count. And throughout COVID, Nelnet said I had to keep paying because my loans dont count somehow. And now theyre only partly deferred. So I applied for SAVE for what I have because I make like $ XXXX a year and cant afford these and they told me they cant process my application unless I pay them. So I have to pay them for help?! Im so frustrated and depressed. I cant live like this.
Company Response:
State: MA
Zip: 011XX
Submitted Via: Web
Date Sent: 2023-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-24
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I have dates of XX/XX/XXXX amount XXXX $ NELNET is the company name they have out XXXX separate loans in my name without my consent or knowledge. XX/XX/XXXX XXXX $ An XXXX XX/XX/XXXX XXXX $ This are all fraudulent because I never toke out any loans with this company
Company Response:
State: NY
Zip: 11692
Submitted Via: Web
Date Sent: 2023-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Initially submitted XXXX application to Nelnet on XX/XX/23 to decrease student loan payment. XXXX said I was qualified for the plan. Nelnet has put account into administrative forbearance for last 3 months and has not processed XXXX plan yet. I have uploaded proof of income and paystub to them and they have still not processed the application. Every week I get an email the application is still in process. Interest continues to accrue on the loans while they take more and more time to process the application and it is uncertain whether this interest will be written off. The XXXX application needs to be processed and the payment plan needs to be changed to XXXX.
Company Response:
State: OH
Zip: 452XX
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Applied for SAVE plan XX/XX/19, only SOME of my loans were moved to save EVEN THOUGH ALL ARE ELIGIBLE FOR SAVE PLAN. Decided to re-submit IDR application XXXX to ensure ALL my loans would be on SAVE, still have not heard a single word from Nelnet. Have tried contacting via phone however was told via automated voice message that they were experiencing high volumes and that I had to call back another time. How is this even acceptable?
Company Response:
State: CA
Zip: 92840
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have scheduled several payments ahead of time so i do not fall behind on my loan payment and Nelnet has stated that my finical institution has rejected them each time. Each time i go and check with my finical institution and they have stated that they do not have a way to do that and that the ONLY reason for it to be rejected is if there is not enough money in the account to process the payment. I have made sure there is more than enough money in the accounts for it to go through. I am trying to do what i am suppose to in being responsible and paying my debt off and this starts with paying the interest first. My interest is accumulating now because i am not allowed to pay more. I have tried to call Nelnet to talk with a representative. I have waited for OVER TWO HOURS to speak with someone when there is no wait time or even a stated wait time for my call to be answered. They have rejected 4-6 extra payments already and i am already fed up with this mess.
Company Response:
State: GA
Zip: 306XX
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the fair credit Reporting act XXXX XXXX XXXX Account XXXX XXXXXXXX, has violated my rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : it also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for and purpose
Company Response:
State: MI
Zip: 48045
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Hello, Every time I try to call in to get information about my loan, my servicer, Nelnet, keeps me on hold for over an hour. They do offer a callback feature, but it is very sporadic in nature. For instance, on the phone yesterday it was asked if I wanted a callback but I could not get my phone to the correct screen with my keypad in order to request the callback. Then, the system never asked if I wanted a callback again. As a result, I was forced to wait well over an hour to speak to someone. The other part of my frustration is that I requested to be put onto the new IDR SAVE plan back in XXXX. They claim that they are still processing my request and that it should be at the end of XXXX ( next week ) when this will actually happen. In XXXX I reconsolidated my Private Loan ( also with Nelnet ) to a Direct Consolidation loan and have been unhappy with the customer service at Nelnet since the switch. As a Private loan customer, their customer service is excellent with very low wait times to speak with someone. I was not expecting this change when I switched over. Thank you
Company Response:
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I will be XXXX XXXX XXXX in XXXX. I applied for a Private School Loan XXXX Discharge thru Firstmark Services multiple times. The loan was originally thru XXXX XXXX and was turned over to Firstmark Services. I provided Social Security records and physician certification per their requirements. Their application only required one or the other to be provided and I provided BOTH. I went on XXXX in XXXX. In XXXX after having XXXX XXXX including being on a ventilator while in the hospital I became XXXX XXXXXXXX with XXXX XXXX XXXX including XXXX XXXXXXXX and currently am on continuous XXXX. They have denied my request despite the fact that I have met all their requirements. I also applied for the same type of discharge for my school loan thru the Department of Education and it has been already preapproved. I have already paid monthly payments on this loan for several years and it has become a severe hardship for me to pay. There is approximately only $ XXXX left on the loan.They said they offer loan discharges for XXXX XXXX and in good faith I applied. They have denied my application multiple times despite the fact that I do qualify. They have in their possession already the application that I supplied including physician certification and Social Security records.
Company Response:
State: CA
Zip: 91306
Submitted Via: Web
Date Sent: 2023-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since XXXX it has been an absolute impossibility trying to get Nelnet to correctly do their job. I have spent more than a dozen hours on the phone waiting on different representatives, all who have been no help. I applied for the XXXX XXXX through students.gov website back in XXXX. I followed up with Nelnet to make sure they have all the correct info and was told I needed to provide current income, even though that should have been possible with my tax filings through my initial submitted plan. I gave the rep my info and asked him how long I could expect for this to go through. He assured me within a months time. I filed a complaint on students.gov on XXXX and it is still pending and I was guaranteed a response within XXXX of that. No response to this day. XXXX you know, many days go by and I had zero updates on my account and my plan still hadnt changed. I believe that initial call was on XXXX. Then I called again XXXX and waited over another XXXX hours to reach a representative. I explained to her that I was recording this phone call and then asked why my plan had not been updated, why I had received zero correspondence from them and why I couldnt open any old inbox messages. She had no answers. After XXXX separate long waits while she spoke to a higher up privately, she then told me that the last representative didnt properly direct my plan. She also told me she didnt have a reason as to why my correspondence had been turned off on their end..I reiterated the situation so she could confirm my understanding. I said so the last rep didnt do anything right and you guys had my correspondence off and now Im about to accrue interest? She said yes. I said I wanted my plan corrected to where it should have been for over a month at this point and she told me I had to send in a self verification letter! to once again establish my income which should have already been done twice at this point and that they could only put me on a forbearance which would still accrue interest. I said so Nelnets blatant mistakes are now causing me money and you cant do anything about it even though I have did everything I should have done? She said yes. I told her this was unacceptable and is part of the reason there is a huge negative stigma associated with the company at this time. It sounds like fraud to me. Its now XX/XX/XXXX and my plan has not changed yet even though I sent my certification letter in a while back. I will not be paying Nelnet extra money because of their admitted incompetence and mistakes. I have the whole recording of that conversation. I filed for the save plan initially on XX/XX/XXXX. Thats almost 3 months ago. This is shameful. I also asked the last representative if they had a transcript or recording of the call from XXXX and she told me yes. So they have proof I was lied to then.
Company Response:
State: FL
Zip: 323XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A