Date Received: 2017-12-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I was having trouble making payments on my student loans and was contacted in XX/XX/XXXX by nelnet who informed me I could have a economic hardship deferment because I was working at a non profit. After discussing this with them on the phone I was made to believe I had received this and moved on thinking I had time to get my finances in order before paying back my student loans. Later in XX/XX/XXXX I was looking through an older email account of mine when I saw an email from them asking if I was interested in forbearance which i was confused by because my account was supposed to be already deferred. It said to reply yes to this email if you want forbearance so I did but was confused why I would need to. I received the same email again in XX/XX/XXXX. and replied yes again and was growing more confused but figured my account was already deferred so it was n't a big deal. When I recently checked my credit score I saw that it had dropped by a large amount and when I looked to see why it showed my student loans had been late for many months after I said yes to the deferment. I contacted Nelnet XX/XX/XXXX and told them about the call where I was told I had received a hardship deferment and the email replies. Regarding the first email I sent I was told that there must have been a problem with their technology because they just received my final email on forbearance. When I asked about the call I had with them where I was told I had a deferment they said they sent me a form in regards to the hardship which was never mentioned on the call where i said yes to taking the deferment. When I asked what could be done to address this situation they said I am on forbearance now so nothing is currently due however this does nothing to help with the damage done to my credit. When I asked what could be done to address the damage caused to my credit by the fact I was allowed to believe I had a deferment and my loans had gone unpaid they blew me off and said they would submit a complaint but it would n't lead to anything. I find this particularly frustrating because they pushed me to take the deferment and forbearance and admitted to at least with the email it being their technologies fault but say they ca n't remove the damage done by their mistakes from my credit.
Company Response:
State: NE
Zip: 68134
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-03
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Nelnet changed the monthly repayment amount on the standard repayment schedule for my federal student loans without notifying me of the change. The amount increased from {$330.00} to {$530.00} and first occurred when Nelnet auto-debited my account on XXXX XXXX, XXXX. Aside from the monthly payment reminder that I received via email on XXXX XXXX, I received no other notification that my standard amount had changed. I called on XXXX XXXX asking for clarification and was told that they had sent an email and a letter to me in XXXX. Having experienced other communication issues with Nelnet in the past, I keep organized records of all correspondence I receive from them and have no emails or letters matching what they described. They responded that the letter had been sent and that I must have lost it.
Company Response:
State: WA
Zip: 98116
Submitted Via: Web
Date Sent: 2017-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-04
Issue: Communication tactics
Subissue: You told them to stop contacting you, but they keep trying
Consumer Complaint: My daughter was attending college up until XXXX, I had moved from Minnesota to Virginia in XXXX. In XXXX I pulled my credit and noticed there were derogatory reports on my credit report from a " nelnet ''. I had no idea who or what this was. So I called the company and asked what the issue was and why it was being reported to my credit report. After going through verification the customer service representative got rude, was swearing and threatening me. I again told XXXX that there was no need to use such language or threaten me and was happy to work with them to clear this off my credit report since I was unaware of this bill. XXXX did not have my recent address since I had moved out of state. When I had updated them with the correct contact information the calls came all hours of the night as shown by my cellular records after repeatedly telling them not to call. My first request to cease and desist was XXXX of XXXX, yet the threating phone calls kept coming in getting me all worked up. The reports that XXXX have made and continue to make to my credit are false, when I explain to them it was an oversight and try to correct it, XXXX again starts swearing and telling me that they are there to ruin my credit scores across the 3 bureaus and make sure I do not obtain a good paying job of any kind. In fact when I have tried to work with XXXX to get this paid off in full so this does not affect my job search the customer service lady laughed and suggested that I go work at XXXX.
Company Response:
State: VA
Zip: 23693
Submitted Via: Web
Date Sent: 2017-12-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I contacted Nelnet on XX/XX/XXXX to start setting up a repayment plan. The loan advisor set me up with a pay as you earn payment plan and helped me set up my automatic payments of $ XXXX month. In XXXX my payment never went through. I contacted the company which then told me that none of that had actually occurred and their record only shows a note stating that I had asked for a " Forbearance. '' It was discovered that the loan advisor that I spoke with stole my information and used my identity to set up payments that were taken out of my account and given to a fraudulent company. I no longer feel like I can trust their company since they did n't even know that one of their employees was committing fraud. I also want the {$690.00} that was stolen from me given back. I have pulled my phone records and bank statements. My bank, XXXX XXXX, is also not helping me in any way. I have contacted the bank several times and I have contacted Nelnet a couple times including todayXX/XX/XXXX. My money was being sent to " XXXX. ''
Company Response:
State: MI
Zip: 49001
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-12-01
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Through dept of education Nelnet I have three separate accounts that are all showing delinquent on my credit reports. All accounts have been placed in deferment and also challenged several times with no response. Due to the school attended when receiving such loans they were to be discharged due to inaccuracies from the school. I have filed out discharge paperwork three times with the dept of education directly, as instructed, and advised each time I call Nelnet that they have not been notified. This has caused me to be unable to return to school and ruined my credit.
Company Response:
State: OK
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-30
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I XXXX in a Title 1 school for a period of time in excess of 5 years. According to the XXXX Loan Forgiveness program, I was eligible to have up to {$17000.00} of my student loans forgiven due to this work experience. I was eventually ( it took a tremendous amount of time ) approved for the forgiveness, only to have my loans transferred to a new company before the forgiveness was applied. The forgiveness was never applied to my loans and the new company has refused to honor the previous approval. Also, due to my financial status I have had to keep my loans in forbearance, accruing more and more interest charges for amounts I likely will never be able to repay.
Company Response:
State: NY
Zip: 10309
Submitted Via: Web
Date Sent: 2017-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In summary : My student loans were transferred from XXXX XXXX loan servicing to Nelnet Loan servicing in the summer of XXXX. When Nelnet received the loan, it was not disclosed properly. This disclosure error has led Nelnet to ask me to increase my monthly payment by several hundred dollars per month ( over a 200 % increase ). Details : Original Nelnet statements from XXXX XXXX attached ) listed my regular payment for Group A Loans at {$53.00} and Group B Loans at {$42.00} ( total of {$96.00} ) monthly. I regularly paid the Group A and Group B payments ( never missing or late ), and have recently begun paying extra on Group B after paying off Group C loans. On XXXX XXXX, XXXX ( after having the loans for over 2 years ), Nelnet contacted me via email stating " As your federal student loan servicer, its our responsibility to periodically review your account to ensure your regular monthly payment amount will allow you to repay your loans within the remaining term established in your loan promissory note. During a recent review of your account, we found that your regular monthly payment amount needs to increase to meet this federal requirement. '' The new loan payment listed in the email was {$500.00} ( an increase of {$410.00} or 426 % ). Through a series of phone calls on XXXX XXXX, XXXX XXXX, and XXXX XXXX ( XXXX, XXXX, XXXX? and another person as well ) where I felt I was not being given full, clear, and appropriate information about the reasoning behind this increase ( and quite frankly I 'm still not satisfied with that response as Nelnet continually throws up a " well XXXX XXXX must not have disclosed the loan properly '' response without being able to tell me specifically what the disclosure SHOULD have been at any point behind a nebulous " interest rate changes ... '' reasoning ), I pushed and asked to elevate the matter, and I began doing my own personal investigation. On Group A, I owed a total of {$2100.00} according to the initial statement from Nelnet ( attached ) with an interest rate of 2.32 %. On Group B, I owed a total of {$1700.00} with the same interest rate. Taking 30 seconds to plug this information, along with the number of remaining payments, into an amortization calculator ( WHICH NELNET SHOULD HAVE DONE AT THIS POINT IN XXXX ) would tell me what each payment should be. Since the remaining payments information is absolutely nowhere to be found on Nelnet 's site or statements, I went back through my history of information from XXXX XXXX and counted my loan payments made to them ( 93 ). I had 27 monthly payments remaining when Nelnet received my loans. If they had done a simple calculation at this point, the monthly payments should have been {$81.00} and {$65.00}. Instead, as you can see from the attached statements, Nelnet inexplicably asked me to pay {$53.00} and {$42.00}. Because I trusted my loan servicer to be competent and actually able to calculate a simple monthly payment, I regularly paid these amounts. I NEVER incurred late charges or fees, and I expected these amounts to successfully pay off my loans in the appropriate term. Instead, through no fault of my own, I am now in a situation where 2 full years have gone by and with only 3-4 loan payments remaining Nelnet has redisclosed the loan and finally found their initial mistake. Through no fault of my own, I have been underpaying on these loans. Though no fault of my own, my regular payments WILL come up short. Because Nelnet does not include remaining payments information on their statements or website, and because they did not complete their self-proclaimed ( see their email statement, above ) " responsibility to periodically review your account to ensure your regular monthly payment amount will allow you to repay your loans within the remaining term established in your loan promissory note '' I am now being asked to increase my loan payments to {$330.00} per month to cover the shortage that Nelnet created. Had I not been paying extra on Group B recently ( my regular monthly payment has been about {$200.00}, trying to pay {$100.00} more per month ) to attempt to pay down my total debt faster and with less interest, this amount would certainly be higher! On XXXX XXXX or XXXX I called back to get more information from the service team leader, XXXX, and to share with her the fact that I had done this investigation on my own. I gave XXXX what I believed to be two equitable solutions : 1. Nelnet could extend my loan terms to allow me to keep paying the regular monthly amount that I SHOULD have been paying all along ( about {$140.00} ). In this event, to prevent paying ADDITIONAL interest above and beyond what I should have paid had Nelnet disclosed the loan correctly upon receipt, I wanted the interest rate to drop to 0 % after the last regular payment in XXXX of XXXX. 2. If Nelnet could not extend my loan terms, then I proposed that I pay my regular monthly payment that I have been paying ( about {$200.00} per month ), and at the expiration of the loan term in XXXX of XXXX Nelnet would discharge the remaining balance with their own funds to make up for their own errors. XXXX agreed to review the account and get back with me in 48-72 hours. A few days later I received a statement from Nelnet with a {$140.00} payment due. About a week later ( XXXX XXXX ), I received a general email from Nelnet stating that my account was still being reviewed. Over a week after that ( yesterday, XXXX XXXX ) I called Nelnet to check the status. XXXX said that a letter was drafted that I should receive in the mail in the next few days ( even though my next payment is due on Sunday, which I will need to pay by Friday to make timely ), so she agreed to have it emailed. I received the attached letter from Nelnet noting that my payments would be {$230.00} on XXXX XXXX, and then 3 additional payments of {$330.00} beginning in XXXX. Nelnet is taking no responsibility whatsoever for their disclosure mistakes ( and yes, the mistakes do at least partially rest with Nelnet as you 'll notice that an interest rate increase in XXXX of XXXX - statement attached - also did not trigger a redisclosure, which again could have rectified the situation in a manner much more palatable than a 200-300 % payment increase ). Even though by Nelnet 's own admission it is THEIR responsibility to periodically review accounts and redisclose them to ensure that payments are correct, Nelnet neglected to take any action for over two years, including after events that should AUTOMATICALLY cause a payment change ( interest rate increase ). Nelnet is taking no corrective action whatsoever to rectify the situation.
Company Response:
State: PA
Zip: 177XX
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I began going to school part time in XX/XX/XXXX. At that moment, Nelnet decided to put my loan payments in deferment. They did this without my consent and only attempted to contact me through their messaging system. I noticed and began repaying these loans in XX/XX/XXXX, but I had allowed 7 months of extra interest accrue. In XX/XX/XXXX, my total loan amount was {$32000.00}, by XX/XX/XXXX it had grown to XXXX due to the interest on my loans. If I had continued on my regularly scheduled payment plan by XX/XX/XXXX my balance should have been around {$30000.00}.
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: i called the company nelnet to discuss about getting all of the late payments received from my account and they said they can only do the ones from XX/XX/XXXX and the department of education would have to remove the other ones. I also contacted them today which is XX/XX/XXXX and which they said they do not remove late payments in which Nelnet told me that they do. Then the department of education goes to tell me that all of my loans are consolidated with XXXX which i did not know because i was not informed on anything. The only thing i want is that all of my late payments from each credit bureau to be removed because from what i understood my loans are current. i feel like they are giving me the run around and i was not informed what was goes on about my account because they had the wrong information on me was not contacted. as of right now i have all the loans in a income based repayment and i guess consoliated too. Those late payments are stopping me from getting a house messing up my credit.
Company Response:
State: MS
Zip: 39046
Submitted Via: Web
Date Sent: 2017-11-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received notice from XXXX ( the originating lender of my student loan ) that my loans were being sold. However, I 'm now paying two companies : XXXX and XXXX. XXXX claims that they own my loan, but when I ask XXXX for documentation, they only provide me with information about the original bill and claim that they are only " servicing '' the loan, which appears to contradict what both XXXX and XXXX have told me.
Company Response:
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A