Date Received: 2018-05-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My ( 2 ) federal student loans with Nelnet are being reported to the credit bureau 's as late for the period in which I was in school and they should have been deferred. Both accounts were paid in full years ago, so I am unsure how to correct this error on my credit bureau reports.
Company Response:
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Each year I receive a request to update my personal information to remain in the income-driven repayment plan. This year, as in years past, I received my email requesting that I update my personal information so that Nelnet may recalibrate my monthly payment. The deadline for submission is generally sin late XX/XX/XXXX - XX/XX/XXXX. On, or about, XX/XX/XXXX, I submitted my yearly application for income-driven repayment plan. Upon the submission of my request, I received an email from Nelnet on XX/XX/XXXX, requesting additional information pertaining to my spouse 's income. That same day I submitted the requested paystubs to Nelnet so that they could confirm my wife 's income. On XX/XX/XXXX, I received 2 emails from Nelnet confirming their receipt of the additional information. On XX/XX/XXXX, I received another email from Nelnet confirming receipt of additional information from me that they requests. On XX/XX/XXXX, Nelnet again requested additional information. I complied with Nelnet 's request on XX/XX/XXXX. On XX/XX/XXXX I received a confirmation email from Nelnet advising that they received my documentation. Again on XX/XX/XXXX, I received a second email from Nelnet confirming that they received my additional information. As a result of the documents I submitted ( outlined above ) my student loans were recalibrated and a new monthly payment was generated based on my monthly income. This readjustment was pursuant to the income-driven repayment plan that I re-applied for. However, in XX/XX/XXXXI noticed that my monthly repayment amount increased by approximately {$1000.00}. I contacted Nelnet when I noticed this increase in payment. After speaking with a customer service representative, I was advised that they did not have any record of the documentation I submitted and that is detailed above. I proceeded to advise this representative that I had, in fact, submitted the documentation. Furthermore, this increase in monthly payment caused a past due balance of approximately {$2000.00}. This representative stated that I was going to need to re-do my income-driven application. I obliged with her request to answer questions regarding my income but I requested to be transferred to a manager. As a result of my concern I was connected with an individual in management. The manager advised that she could see in the system that the requested document was received by Nelnet. However, for some internal reason the information was not processed properly. At the conclusion of the call, the manager advised that the past due balance would need to be pain and that my correct monthly payment would be corrected and reflective on my online statement. Since that conversation, my monthly payments remained the same. However, I received a letter this week which advised that my payments were increasing again. I contacted Nelnet, and again they advised that they did not receive the requested documentation for my wife. I informed this representative that I recently experienced this same situation in XX/XX/XXXXand that management confirmed that Nelnet did receive my documents. However, Nelnet again advised that they did not have the documents nor did they have any note of that call from XX/XX/XXXX. I advised the representative that I had the documents to support their receipt of the information that they claim was never received. Despite this conversation and the offer to send them documents supporting my position, Nelnet advised that they only solution would be to re-do my income driven application and pay the {$4000.00} past due balance on my account. Another option would be to put the past due amount in deferment or forbearance and accrue additional and unnecessary interest. This practice is in bad faith and unfairly deceptive to its consumers. As an individual who makes monthly loan payments I have complied with all conditions precedent to remain in the income-driven plan. However, on two separate occasions now I have been taken away from my work for one hour to address problems with my loan repayment that should be non-existent. It is due to the error in processing by Nelnet that I have lost income and now have incurred additional payments that I would not otherwise have incurred. Furthermore, if I do not make this payment within the 60-90 day reporting period, this will have a negative impact on my credit history and score. I would hope that this practice be reprimanded and addressed.
Company Response:
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-05-01
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Nelnet has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response:
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: On XX/XX/XXXX I send a letter Certified mail to Department of Education/Nelnet and received mail on XX/XX/XXXX. Letter is about : To Whom It May Concern : After a review of my current credit profile and report, it reflects what seemingly is a pattern of fraudulent activity on the following accounts : Pursuant to the Fair Debt Collection Practices Act ( FDCPA ), and 90.953 FLA. STAT. ( XXXX ), we have request verification of the authenticity of the original document ( s ) from individuals listed above at our expense. Please advise of a location and time in the XXXX, Florida area. 90.953 FLA. STAT. ( XXXX ), in pertinent part states : Admissibility of duplicates.A duplicate is admissible to the same extent as an original, unless : ( 2 ) A genuine question is raised about the authenticity of the original or any other document or writing. Department of Education/Nelnet have not accept my request. I asking does Department of Education/Nelnet have the original copy of the promise note that claim I sign?
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Contacted XXXX XXXX in XX/XX/XXXX about loan consolidation. They sent me to Nelnet. At that time Nelnet put me into an IBR ( Income Based Repayment ). The loan originated on XX/XX/XXXX in the amount of {$56000.00} ( 2 loans totaling this amount ). They also indicated I qualified for a 10 year loan forgiveness program. I made {$71.00} monthly payments from XX/XX/XXXX through XX/XX/XXXX. Have not made a payment since. Now per online dialogue with a Nelnet service rep, i'm in a 25 year loan forgiveness program. However, the accrued interest on the loans is now totaling {$11000.00}. This is causing issues as we apply for other kinds of loans. We would like to purchase a house in the near future but this credit score situation is a huge hindrance. We would like to get an answer as to why we went from a 10 year to a 25 year forgiveness. Also, it's a huge weight on my shoulders not knowing what will happen with this loan in the next 2 decades. We would like to have a solid answer as to what the plan is going forward.
Company Response:
State: MT
Zip: 597XX
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet student loans provider 1 ) I have been in contact with Nelnet several times over the last 6 years, I would sporadically call in to check on my Public service forgiveness. I was always told that as long as I didn't miss a payment, I was in good standing to receive this forgiveness after my 10 years of payments. I recently found out that I do not qualify after being told that I did for years. 2 ) On one of my calls checking on my public service forgiveness, I asked for details on when my Loan would qualify for forgiveness ( time frame ). Later that week or month i was told that my payment was going up from {$150.00} to {$180.00}. Date of conversation was around XX/XX/2014. Only explanation i received was the payment was miscalculated. 3 ) I do not believe this was Nelnet but somebody refinanced my loans without my knowledge or agreement. I asked for those documents from nelnet and was told the only way to get those was through a subpoena.
Company Response:
State: OH
Zip: 43068
Submitted Via: Web
Date Sent: 2018-04-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-27
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX I filed a complaint against Nelnet regarding their poor execution of e-mail notifications resulting in confusion, annoyance and hardship given conflicting information making it difficult to correctly budget for repayment. Nelnet has since reached out and explained that my problems were caused by having multiple due dates each month. The representative that I spoke with told me it was an easy fix and it could be done upon my request. Why this isn't automatic is beyond me. That discussion occurred on XX/XX/XXXX. On the same day I made a payment for the amount due shown on the website with confirmation number XXXX. Today, XX/XX/XXXX, I received an email notification from Nelnet informing me that my account is past due which requires " immediate action. '' I called Nelnet customer service and was told that despite my payment confirmation letter indicating an authorization and effective date of XX/XX/XXXX, in reality, it takes " a few days '' to apply. This, despite the money having already left my bank account. The irony is not lost on me that I spent three years in graduate school studying organizational leadership and process improvement and how have to use that education to criticize the very company that services the loans which paid for the education. As noted in my first complaint, asking that the company ensure their email communications are accurate and the underlying technology and operations which feed that process are correctly aligned should not be a big ask. This is fundamental to the operation of any business. Nelnet can and must do better.
Company Response:
State: MO
Zip: 64063
Submitted Via: Web
Date Sent: 2018-04-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This problem has been going on for years. I currently am trying to re-enroll in school and I continuously get messages saying that I have loans from XX/XX/XXXX that are in default but when I go to the website the loans say XXXX balance. I have recently looked into my credit and my account says that I made 3 late payments on 2 different student loans. My problem is that I was reports " Current '' XX/XX/XXXX but " 90-119 days late ' XX/XX/XXXX as well as " 120-149 days late '' XX/XX/XXXXand XX/XX/XXXX. Then, my record shows " No info '' XX/XX/XXXX- XX/XX/XXXX, 1 " current '' payment in XX/XX/XXXX and then back to " no info ''. I do not understand how I went from current to 90- 119 days late in a matter of 30 days, and how reporting just stopped. My student loan payments have never been late.
Company Response:
State: IL
Zip: 60411
Submitted Via: Web
Date Sent: 2018-04-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-26
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: On XX/XX/XXXX I was notified by XXXX XXXX XXXX XXXX XXXX, XXXX that my XXXX XXXX serviced by XXXX XXXX was sent to collections. It stated that I owed : Total Principle- {$8900.00} ; Total Interest on Principle- {$1500.00} ; Total Collection Fees- {$2900.00} ; Total Balance Due : {$13000.00} ( See Appendix A : XXXXCollectionInfo_Redacted ). I have been in correspondence with 1 ) XXXXXXXX XXXX and 2 ) XXXX XXXX XXXX XXXX XXXX, XXXX. On XX/XX/XXXX I called XXXX XXXX XXXX XXXX XXXX, XXXX to pay off amount remaining {$2400.00} on my loan in collections. Spoke to XXXX ( XXXX XXXX XXXX XXXX XXXX ) first. The second person who verified a pay-off payment in the amount listed above was XXXX. On XX/XX/XXXX, I contacted XXXX XXXX via phone call. I spoke to a female who confirmed a payment of {$210.00} was last received on the account. She said once paid in full payment has been received the borrower and co-signer will receive a Letter of Satisfaction 30 days after payment from XXXX XXXX and she confirmed that the pay off payment should be made through XXXX XXXX XXXX XXXX XXXX, XXXX. On XX/XX/XXXX, I contacted XXXX XXXX via XXXX Contact Form Request on webpage. Requested a letter of satisfaction to be mailed regarding the account status to verify loan has been completely paid off. XXXX ( XXXX Customer Service Representative ) responded saying the request can not be met, because the loan was not in my name. Evidently, she entered my note/loan number as my account number and it showed me not as the borrow or the co-signer ( See Appendix B : XXXX Contact Form Request ). On XX/XX/XXXX I contacted XXXX XXXX via phone call. Spoke to XXXX to ask why my request can not be met and why I was not listed as a borrow. XXXX confirmed that my account number is different than loan number. She alerted me that there is {$710.00} principle left on the loan amount and that a Letter of Satisfaction can not be mailed, because the account is not paid off. However, when I log into the XXXX website I can not find out loan detail, current balance, due date, or status ( See Appendix C : XXXX XXXX XXXX Online Acct ). XXXX placed a review on the loan on XX/XX/XXXX. She stated it would take 3-5 business days for her to contact me via phone regarding this loan. Also, I contacted XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX to confirm the loan has been paid off and out of collection. XXXX confirmed the account has been closed and has been paid off. She said her supervisor said to call XXXX XXXX XXXX XXXX for a 'Letter of Satisfaction '. When looking for a number for XXXX, I was unable to find a number. XXXX XXXX XXXX XXXX is linked to XXXX ( See Appendix D : XXXX Privacy Notice ). XXXX has a phone number linking to XXXX. When I called XXXX in the past, they have provided me with a letter stating that I do not have a loan with them ; they only deal with federal loans and this is private loan ( See Appendix E : XXXX XXXX XXXX XXXX Letter ). In reviewing prior paperwork I noticed that I received a letter dated XX/XX/XXXX from XXXX stating that XXXX XXXX XXXX XXXX ( XXXX ), is transitioning your existing XXXX XXXX XXXX to XXXX XXXX. ( See Appendix J : Appendix J-XXXX XXXX to XXXX XXXX ( XXXX ) ). Furthermore, on a letter dated XX/XX/XXXX I received from XXXX XXXX stating that XXXX XXXX XXXX XXXX ( XXXX ) has made the decision to transition the servicing of your XXXX loan to XXXX XXXX ( See Appendix K-XXXX XXXX to XXXX XXXX ( XXXX ) ). On XX/XX/XXXX, I was able to download payments received by XXXX XXXX. I printed a pdf of the payment history XX/XX/XXXX and exported to an excel file. File shows that XX/XX/XXXX has been altered from the original time I download XX/XX/XXXX through XX/XX/XXXX. There is a payment processing error, it appears, in XXXX XXXX 's payment history ( See Appendix F1 : XXXX Payment History ). On XX/XX/XXXX, I called XXXX XXXX and spoke with XXXX/XXXX. He said that the principle amount is {$710.00}. The payoff ( as of this day- it continues to grow interest daily ) is {$710.00}. I asked about the payment that was reversed ( See Appendix F1 : XXXX Payment History ) and he said it appears that payments had issues in XXXX. The conversation was 30 min long. I alerted him that the call was being recorded. He forwarded the loan to a Leadership Review. He was inquiring about 1 ) The payment issue in XX/XX/XXXX 2 ) Why XXXX XXXX says I have paid off the collection account but yet XXXX still has {$710.00} on the account and 3 ) What was the original amount that was sent to XXXX to collect on ( See Appendix A : XXXXCollectionInfo_Redacted ). He said he would follow up with me on Wednesday, XX/XX/XXXX. On XX/XX/XXXX, I called XXXX XXXX at XXXX XX/XX/XXXXand spoke with XXXX. I advised her that I had not received a follow-up phone call from XXXX as stated per phone conversation with him on XX/XX/XXXX. I asked is the account under a Leadership Review like XXXX had said. She alerted me the request was made for a leadership review. She could not provide me any outcome of the review. I asked what I could say when I call XXXX XXXX and she said that I needed to say XXXX XXXX has not submitted documentation that the accounted is closed and paid off. They have not sent a payment confirmation. XXXX requested for leadership to contact XXXX regarding the account. She said should would follow-up with me by calling me during business hours on Friday XXXX. On XX/XX/XXXX, I also called XXXX XXXX XXXX XXXX XXXX, XXXX at XXXXXXXX XXXX and spoke with XXXX ( pronounced XXXX ). I first asked if there was a balance on the account. She said No balance on the account. I said that XXXX XXXX, the loan servicer, is saying that XXXX XXXX has not submitted documentation that the accounted is closed and paid off. They have not sent a payment confirmation. May I please request that documentation be sent to XXXX XXXX regarding this account. XXXX spoke with her manager and advised me to contact XXXX XXXX XXXX XXXX ( XXXX ). I told her that my XXXX XXXX XXXX XXXX XXXX ( XXXX ) loan is now being serviced by XXXX and XXXX XXXX XXXXs the company that needs the payment confirmation from XXXX. She told me she would speak with the client relations department on XX/XX/XXXX regarding the servicer XXXX XXXX and I should call her back XXXX to XXXX on XX/XX/XXXX. She is unable to call me, because the debt collection account is closed. I am not waiting any longer to report this. XXXX XXXX XXXX XXXX XXXX, XXXX. says my debt collection account has been paid off, but they have not provided me anything in writing. All I have is my bank statements and an audio recording, along with the confirmation number. XXXX XXXX is claiming I owe a principle amount of {$710.00} even though I have paid a total of {$13000.00} out of my bank account to XXXX XXXX XXXX XXXX XXXX, XXXX. XXXX XXXX continues to claim they will call me back with follow-up phone calls on the requests made, but no one ends up calling me. I do not owe an additional {$710.00}.
Company Response:
State: VA
Zip: 24551
Submitted Via: Web
Date Sent: 2018-05-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XX/XX/2015 Nelnet has marked me 90-120 days late on student loan repayment on three accounts but that is not accurate. Im tried to call and dispute it with them but they wont seem to hear me out.
Company Response:
State: PA
Zip: 19124
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A