Date Received: 2018-04-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Below is a portion of the letter mailed today (XX/XX/XXXX) to the President of Nelnet , Inc., XXXX XXXX XXXX, with copies mailed to Nelnet , Inc. 's executive team and Board of Directors, and the Department of Education. Currently, I am on an income driven repayment plan and on the XX/XX/XXXX of every month I have a set amount of money withdrawn from my bank account consistent with the plan requirements. In my attempt to pay-off my student loan balance, I have elected to make additional payments above my monthly scheduled amount. On XX/XX/XXXX, I called the Nelnets ( the " Company '' ) call center to make an additional payment on-top of the amount that was to be processed that day. While speaking to the representative on the phone, I was reassured that my regularly scheduled payment was processing and that I was fine to make my additional payment, which I did for {$460.00}. On XX/XX/XXXX, I reviewed my bank records to discover that only my additional payment of {$460.00} was withdrawn from my account and that my regularly scheduled payment was not processed. I contacted the Companys call center and was told by a representative, which was confirmed by their team leader, that my regularly scheduled payment was processing and that it should go through in the morning. The team leader assured me that she would contact me in the morning if the payment did not go through as scheduled. The following day ( XX/XX/XXXX ) the payment still had not processed and the team leader failed to call as promised. Later on XX/XX/XXXX, I called the Companys call center and spoke with a different team leader about my issue. The team leader told me she would investigate the matter and call me later that evening arond XXXXXXXX XXXX The team leader contacted me as promised and explained that I had failed to click a button while making my payment online that would stop the money from being advanced to the next due date. I informed the team leader that I had called the Companys call center to make my payment and never made the payment online. After reviewing my file, the team leader realized her attempt to blame me for the Companys error was incorrect and had nothing further to add about her investigation. At the end of the call, I authorized the team leader to make my regularly scheduled monthly payment ( the payment that was confirmed as processing and was to be already completed by the Companys employee on XX/XX/XXXX ) along with a request that the payment be backdated to the date it was supposed to be withdrawn ( XX/XX/XXXX). Furthermore, I requested that two complaints be filed pertaining to how the Company processes payments and for the false information provided by Companys employees. The team leader confirmed she would handle all of those requests. Today, XX/XX/XXXX, I contacted the Companys call center to see the status of each issue listed above. My call was escalated to a Company supervisor ( XXXX ). After speaking with XXXX, I was informed that I would not receive a status update on my complaints unless I filed another on-line complaint regarding those complaints, which I have done ( I fail to believe this is the Companys policy ). XXXX added that there was no way he or the Company could backdate my payment despite the fact this was a Company error. I knew this was a lie as two months prior a payment I had made was backdated by the Company due to its own error. After being told this lie and receiving no help, I was beyond frustrated with XXXX assistance and requested to speak with his supervisor. I was told that his supervisor does not have phone conversations with customers and that I could either contact the Department of Education or file a complaint on-line. On top of these current issues, a Company employee on XX/XX/XXXX withdrew an unauthorized payment from my account. For the employees error, the team leader apologized and I was informed that I could request the money back, which I would receive in 30 to 40 days. Just the response I was looking for when I have other bills to pay. I have written this letter with the hope to address the issues I have encountered with the Company. The Company has mismanaged my payments and the Company employees continue to provide incorrect and misleading information. The Companys errors have caused my payments to be incorrectly applied towards accrued interest rather than my principal balance. This will result in me paying more money over time due to an error cause by the Company and its employees. The Companys actions must be corrected so that other lenders do not encounter the same type of treatment as I have. At this time, I formally request an investigation into each matter listed above. Furthermore, I would like my recent payment ( {$430.00} on XX/XX/XXXX) to be backdated to XX/XX/XXXX, which was the date the payment was supposed to be withdrawn as confirmed by the Companys employee. Lastly, I would like verification that my account has been properly adjusted to apply the requested backdated payment towards any accrued interest and my principal balance.
Company Response:
State: MI
Zip: 48346
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-24
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: 66062
Submitted Via: Web
Date Sent: 2018-04-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My loan information has disappeared on the website of my loan servicer XXXX XXXX. Their phones are never answered and each time I call there is a recording stating they are experiencing high call volume and to leave a message. Calls are never returned. It is impossible to get information about the status of my loans or any information whatsoever. I note that there are hundreds of complaints from other borrowers about this company. We are desperate and need help.
Company Response:
State: CA
Zip: 90274
Submitted Via: Web
Date Sent: 2018-05-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet is in violation of FDCPA and negligence. FDCPA Nelnet has never responded with verification of Debt following all inquiries and allegations. Under 1692g ( b ), if a consumer notifies the debt collector in writing within thirty days of receiving the 1692g ( a ) notice that he disputes the debt or any portion of it, the debt collector must stop collecting the debt, or the disputed portion of the debt, and obtain verification of it and mail that verification to the consumer. This information has never been obtained from Nelnet. Nelnet has engaged in False or misleading representations, Other prohibited unfair practices as Debt collection agencies may not : collect an amount greater than what you owe. If they do not have validation of the debt and have not provided that it stands that the amount due can not be known. XXXX XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX, -- - XXXX XXXX -- - ( XXXX Cir. XX/XX/XXXX), 2014 WL XXXX XXXX XXXX Cir. Mich. XX/XX/XXXX XXXX, XXXX U.S. App. XXXX XXXX, the XXXX Circuit expanded the requirement for how a debt collector must respond to a debtors request for verification of a debt under the Fair Debt Collection Practices Act, 15 U.S.C. 1692 et seq. ( FDCPA ) Nelnet has violated FCRA and GBLA laws by the inability to produce records. There are multiple months with missing information not reported or reported incorrectly. This formation has been been provided to Nelnet on Multiple occasions. Nelnet does not have the requested records and is therefore unable to show this information to credit agencies effectively. They report NO DATA for multiple months on all 3 credit reporting agencies. This violates fair credit reporting and because it has happened over the course of 5 years on Multiple occasions it is not longer negligence but intentionally misleadingly. This violation is the second reported by the company against for violating FCRA as the first regarded violation of privacy laws under FCRA and GBLA. The fact that they are violating multiple sections of FCRA concerning Accuracy and Privacy on multiple occasions is not a call for concern but a call for action. This action has led to breach of contract under Nelnet Terms of Service when they were to have verified the actual debt before buying it from XXXX and other companies. They are unable to very the data missing and have therefore failed to report it to the Credit agencies. This violates FCRA and GBLA laws. Nelnet purchase my Loan from another company. When a company purchases a loan they are required to very that ALL details of the loan are valid. Nelnet did not validate the debt before purchase and violated FDCPA guidelines. Nelnet has been asked in CFPB complaints to verify debt by asking about the lack of reported information to CRA 's.
Company Response:
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-04-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX my loans were approved for a student loan discharge do to a XXXX. I was told by NELNET that my loans would be discharged and reported to all major credit bureas that my loans would be reported closed with a XXXX balance. On XX/XX/XXXX NelNet reported my loans incorrectlly to the major credit bureas as being defered tell XX/XX/XXXX, and reported them as, transfered. Also showing a 90 day late payment which I was inschool during XX/XX/XXXX and XX/XX/XXXX. I spoke to NELNET they said they were sorry for reporting incorrectlly and, that they would fix the issue with the three major credit bureas. They also sent me a letter stating so. I just want this fixed please, I am XXXX and this is really effecting my credit and me. I have been truned down for medical treatment that is not covered by insurance due to NELNET reporting incorrectly. At this time I do not know what to do but report NelNet, and to contact my state attroney office about this matter.
Company Response:
State: NV
Zip: 89148
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX has been my loan servicer for the past couple of years. I received a notice from XXXX that my loans are being transferred to Nelnet, not ideal but not terrible. However, the transfer to Nelnet is supposed to happen by the end of this month ( XX/XX/XXXX ) and I have NOT heard a single thing from Nelnet yet. Since I usually pay my student loans in the middle of the month, I tried to log into my regular XXXX loan portal and my outstanding loans are gone. So now it is near the end of XX/XX/XXXX, my loans are due in less than a week and I have no way to pay those loans. Help.
Company Response:
State: VA
Zip: 22031
Submitted Via: Web
Date Sent: 2018-04-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
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: My issue is a credit reporting from the student loan company nelnet. They were not distributing my payments properly within their system to avoid me having a late payment on a group. I would pay more than the allotted amounts each month to them on their website and on automatic withdraw from my bank account over the past 4+years. This in turn caused my credit score to drop by 100 points with XXXX, XXXX, and XXXX. This is unfair and unethical to do to a client who is continually paying back on a loan. I work a lot and am very busy trying to make this money to always pay them back so I had no idea I was even reported or late until I had ran my credit report one day. All of my payments are current and up to date. Nelnet should have been properly handling my payments to avoid this.
Company Response:
State: KY
Zip: 40509
Submitted Via: Web
Date Sent: 2018-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I've talked to the Department of Education for many months trying to get this rectified. They are reporting a past due balance incorrectly. There is no balance and it continues to say " I was late '' account number ending XXXX & XXXX. They both say past due balance from XXXX and XXXX just reported it XXXX. I've also talked to Nelnet and they informed me they will get it fixed and nothing has happened.
Company Response:
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have been paying my student loans for more than 10 years thinking that I was accruing the eligibility requirements for participating in the Public Service Loan Forgiveness program. At no point was I notified by my loan service provider that the federal loans I had did not qualify.
Company Response:
State: OK
Zip: 731XX
Submitted Via: Web
Date Sent: 2018-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-04-20
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: I was contacted by XXXX XXXX XXXX [ XXXX XXXX XXXX XXXX XXXX , NY XXXX ] about a debt that they purchased from NELNET [ XXXX XXXX XXXX XXXX , NE XXXX ]. I asked them to verify the debt was still valid as I had already paid it with NELNET. They asked me to contact XXXX/XXXX [ XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, PA XXXX ]. I have contacted all three companies and have the chats/email threads available in PDF format. They never replied. I requested : " The amount and age of the debt, including : A copy of the last billing statement sent to me by the original creditor. State the amount of the debt when you obtained it, and when that was. If there have been any additional interest, fees or charges added since the last billing statement from the original creditor, provide an itemization showing the dates and amount of each added amount. In addition, explain how the added interest, fees or other charges are expressly authorized by the agreement creating the debt or are permitted by law. If there have been any payments or other reductions since the last billing statement from the original creditor, provide an itemization showing the dates and amount of each of them. '' The only documentation that arrived is a photocopy provided by XXXX of my original promissory note. XXXX sent a note stating that my wages would be garnished. They have not been able to verify that this is a valid debt. When speaking via phone to customer service at XXXX, they asked me provide proof that I had paid the debt with NELNET. I sent them images and screenshots via email per their request. I have not received a response. I was notified that this has impacted my credit rating. I have sent countless emails pleading to have this resolved. The complete lack of cooperation and common sense is frustrating. This is a waste of my time. I happy to pay what I owe, but they need to be able to substantiate
Company Response:
State: DC
Zip: 20002
Submitted Via: Web
Date Sent: 2018-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A