Date Received: 2023-11-22
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: Applied to lower payments with Nelnet on XX/XX/XXXX & XX/XX/XXXX I received an email after both applications that they were being processed. I am received past due notices, however can not afford the plan Im in.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-23
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: On XX/XX/XXXX I disputed all inaccurate info and violations done by nelnet. They did not properly investigate the CRAs did not properly investigate. My privacy and fcra rights were violated. This account is reporting late payments no proof. This account is reporting 4 times with 2 account numbers each bureau is reporting different information to the same account a FCRa violation. This account is attached to an address not mine another violation. Nelnet is asking me to update information because they dont have any on file which is suspicious why would you furnish this account is mine but asking me to update my information. They were sent a cease and desist and have not followed through. The CRAs did not verify accounts over a year ago. I never received any opt out letters or form of communication through dept of ed and they are furnishing inaccurate personal information to a third party which are CRAs without my consent. They violated the truth lending act
Company Response:
State: GA
Zip: 30094
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: Don't agree with the fees charged
Consumer Complaint: PLEASE HELP Problem : Nelnet was unable to process SAVE application in what should be considered an adequate amount of time. Due to their failure to provide service, my accounts accrued {$310.00}. Desired outcome : Have that interest removed from my accounts, as they had at least 20 days to process that application ; They took XXXX months and didn't even notify me. Bonus : Have some sort of recompense for being gaslit by Nelnet 's employees for XXXX hours and needing to have to spend even more time fixing a problem. Honestly, just want to have my balance be restored to where it was before interest accrued. I would certainly guess that this happened to many many others. Facts : - I received confirmation that my application for the SAVE plan was received by Nelnet on XX/XX/XXXX. - On XX/XX/XXXX, I received an email from Nelnet saying that no further input was needed by me for the application process. - On XX/XX/XXXX, towards the end of an over XXXX hour phone call, I was told my application was processed XX/XX/XXXX. I asked for proof, I was told I would need a subpoena and that I would have to take their word. During the XX/XX/XXXX phone call, I had asked for contact with an account manager that I was assured was on the other line, would be with me in XXXX minutes at About an hour and XXXX minutes into the call. This was assured multiple times over the next XXXX minutes. This happened again later with another rep. I was told on this phone call that I was being transferred to a supervisor XXXX times, each transfer was not to a supervisor, but to another customer service rep. During this phone call I was told that I should keep seeing that interest accrue every month and that the government would then pay it quarterly. During this phone call I was told that I could be helped. Their word is by no means worthy of being trusted. The only thing that can be trusted by them is that I need a subpoena to get answers to questions about changes made to my account. - The representatives on the phone told me that they are in no way able to give any verification to me other than their word that this was done. - During the time in which my application was not being processed, my accounts accrued interest. The total amount between the XXXX accounts was {$310.00}. - The representatives on the phone were gaslighting, telling me they would be able to transfer me to their supervisors in XXXX minutes. This never happened. Again, over XXXX hours on the phone with them. - The representatives on the phone for Nelnet admitted that they were at fault for the applications not being processed, leading to this situation. - I requested written details as to the timeline my process went through. I asked them for a copy of the phone call they were recording. First, they told me I would speak to their account person who would be available shortly. I was assured that my current rep had already talked to them. Later on, they told me " YOU NEED TO GET A SUBPOENA! '' - I have continued to receive emails stating my application is in process past the date which was stated on the phone. The latest was XX/XX/XXXX. - My account now shows I am on a save plan. I have no written confirmation as to when that was done. Again, Nelnet representatives told me I would need a subpoena. - I wanted information on the process. They Said Get a Subpoena. - If I wanted a call ID, I needed a subpoena. Any further information I needed was to be gained by a Subpoena. - Any contact information of people who could help was not given. I was just told that those people aren't client facing. Conclusion : I have no way of knowing if my application was handled properly and neither does Nelnet without a subpoena.
Company Response:
State: CA
Zip: 92656
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: It has been months since I first applied for the XXXX repayment plan. I originally applied back in XXXX and have since heard very little from my servicer Nelnet. Originally, they told me that I would receive more information within 10 days, and then heard absolutely nothing. After that I decided to apply again for the XXXX repayment plan back on XX/XX/XXXX, and I got the same message but at least this time I called and they put my accounts on temporary forbearance. I am XXXX months in to when I originally applied for the XXXX repayment plan and the only thing that I keep hearing is that to allow 10 days for Nelnet to review the application. It's been saying that for months.
Company Response:
State: IL
Zip: 600XX
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 am unable to complete payments as the site continuously crashes and I can't get through the process without the session reloading. It is awful and I am afraid that it will ding my credit if I am late due to their negligence. I tried to call and the phone line has 1+ wait times. Nelnet is fraudulent and has an insufficient website to manage millions of loans.
Company Response:
State: GA
Zip: 30605
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I first tried to find when my monthly statement would be available ( day of the month .. date or XXXX XXXX or something like that ) on the website. I tried using their " Live Chat '' only it is misrepresented because it is not a live chat .. just a XXXX bot. Then I tried emailing and got an email back ( several days later ) that said they were too busy to reply to my email and provided a list of useless, non-applicable, general links that failed to address my problem. Obviously a human nor a smart AI never read my email. Then I tried calling and after waiting 3 hours.. I hung up. Just imagine if I had a real problem. Why is it OK for NelNet to waste my most precious commodity- my time. Great Lakes ( my previous loan servicer ) was WONDERFUL!!!!!!!!!!!!!!!!!!! Which government agency ( a specific person would be great ) had oversight in approving the sale of Great Lakes to NelNet. They certainly didn't do their due diligence or quality customer service must not have been a criteria in approving this merger. It is obvious to me through this experience that NelNet is more concerned about making a profit than it is about helping customers in a timely fashion .... or in my case .... even at all.
Company Response:
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I believe the account is invalid. DPEDNELNET needs to verify under oath that this claim is valid, free from any claims and defenses including but not limited to any breach of agreement, failure of consideration, or material alterations, and that the original lender provided value. Further, the alleged account was transferred in good faith and with the consent of all parties involved. If they are unable to provide under oath the previously listed item then I require the account to be removed from my credit & their records.DPEDNELNET XXXX
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-11-27
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: My student loans were transferred from Great Lakes to Nelnet. I attended XXXX different universities with a few years off in between. My loans were not split on my account, but somehow they ended up with different due dates. I was only given one amount as my monthly bill and it showed on my payment schedule with that amount. I set up autopay for my monthly billed amount, which matched what was shown on my payment schedule. A few days after my authorized payment, they withdrew a second payment of a different amount. I did not set up this second autopay and never authorized the transaction. I couldn't find where that amount was coming from. Also, the payments were not allocated according to the choice I have set up. Additional payments are instead also going to the loan I have with the lowest interest rate. I called Nelnet on XX/XX/20 and waited on hold for XXXX minutes. The XXXX I spoke to was not able to tell why I didn't see my bills correctly. She put me on hold again and told me she was escalating the question to the technology team. She believed there was an issue in my permissions to see my account and suggested requesting a re-release of information so I could see both. She then put me on hold again. When she came back on the line, she instead suggested she merge my bills into one due. She never answered the question about how they withdrew money without authorization or why the allocation was wrong. The payment schedule still has not been resolved, but she did say it might take a few days. I understand that technical issues can happen and appreciate that she took the time to find the issue and suggest a resolution, but I am unhappy that they ignored the deeper issues I had about the financial aspects.
Company Response:
State: IL
Zip: 600XX
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Credit monitoring or identity theft protection services
Subissue: Problem with product or service terms changing
Consumer Complaint: Initially, I was denied XXXX scholarship due to being an hour short of class credits after following instructions given by my academic advisor. I maxed out my student loans and STILL had to borrow $ XXXX elsewhere. The interest rate on my loans are already ABSOLUTELY OUTRAGEOUS!! I graduated XXXX years ago with my XXXX in XXXX XXXX and $ XXXX debt in US FED ED loans. The US Department of Education migrated/sold my student debt to NelNet from Great Lakes recklessly with zero consideration for my credit impact. Since XXXX, my credit score has dropped XXXX points! I initially had one student loan account. They opened up TEN!! My credit changes now read : -Between XX/XX/XXXX and XX/XX/XXXX, your US DEPT . OF EDUCATIO student loan account balance decreased by {$40000.00} from {$40000.00} to {$0.00}. -On XX/XX/XXXX, your US DEPT . OF EDUCATION student loan account was closed. -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** -Between XXXX XXXX, XXXX and XX/XX/XXXX, your student loan account with DEPT OF ED/NELNET was added to your report. This account was opened on XX/XX/XXXX. ***Opening a new account can temporarily lower your score because it adds a hard inquiry to your report and lowers your average age of credit history. But with on-time payments and responsible use, your score may actually increase over time. *** THEY REMOVED MY ONE ACCOUNT ( BAD FOR MY CREDIT SCORE ) AND THEN ADDED TEN INDIVIDUAL ACCOUNTS ( BAD FOR MY CREDIT XXXX )!
Company Response:
State: GA
Zip: 30907
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX of XXXX, I received a letter stating that my student loan was paid off. Now nelnet claims I still have a balance to be paid
Company Response:
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A