Date Received: 2017-11-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My complaint is regarding my Student Loan Servicer Nelnet. I have attempted multiple times by contacting the Nelnet customer service, the XXXX complaint line and The XXXX XXXX all with no resolve. Nelnet continues to be unable to provide answers to my inquiries regarding my student loan accounts. Also when attempted, Nelnets answers contain contradictory information or unsatisfactory explanations. I feel my rights as a consumer have been violated as well as I have endured unnecessary stress to my self and thus my family members. Most recently, during my annual recertification of IRB plan, I became aware of the interest forgiveness available in the REPAYE that was not available in the PAYE while speaking with a Nelnet representative. The Nelnet representative ensured me that there would not be a problem for me to make a change to the request to REPAYE. I sent in the PAYE application on XX/XX/XXXX and also spoke with a Nelnet representative the same day who corrected my application over the phone and emailed me the updated version with the request to change to the REPAYE. This application was signed and then faxed on XX/XX/XXXX with my two most recent paystubs to verify my income. I received information from Nelnet that my payment had been calculated to {$140.00} month. After careful attention to my account, it became clear to me that Nelnet had made a mistake by processing the application request for PAYE instead of REPAYE. I made 3 monthly payments of approximately {$140.00} or more by the date provided on the monthly statement mailed to me via US Postal mail by Nelnet during the dates XX/XX/XXXX-XX/XX/XXXX. I began receiving emails from Nelnet in XX/XX/XXXX stating my account was behind and late although I had made payments on time per the billing statements I received from Nelnet. I contacted the XXXX compliant line and initiated a case, as Nelnet would not address my concerns. In their attempt to correct their mistake while processing my REPAYE application my payment increased to ~165.00 $ month per a Nelnet representative. I do not wish for my account to be considered late when I am paying the amount billed to me. I have continued to ask for someone to explain to me how my payment increased when both the PAYE and REPAYE are IRB plans. During this three month process when I expressed concerns to Nelnet forbearance was offered to me as a solution and I feel this offer is completely inappropriate considering the interest that I would accrue while bearing their mistake of incorrectly processing my application. Incorrectly processed, despite my clear communication with their representatives both during and after the process. In previous years when processing my IRB application with Nelnet I accepted their offers of forbearance, as I was not as knowledge at those moments in time. In the year of XX/XX/XXXX, I was forced into forbearance as my application was not accepted as it was processed as blank & incomplete per Nelnet. This again was an error of Nelnet, pure negligence and poor customer service. I called and spoke with multiple customer service representatives trying to explain that the reason page number 3 was blank and therefore incomplete per Nelnet. This was due to none of those questions on page 3 required my attention or applied to my situation. The application was sent in 3 times with an ~ 2 month forced forbearance as I could not make the minimum monthly payment towards my loans while not in an IRB plan. Again, if my application was processed efficiently and/or my concerns taken more seriously forbearance most likely would have been avoided and the additional interest accrued toward my principal also avoided. I take my credit score and financial obligations seriously. Nelnet has demonstrated multiple times that they do not wish to provide adequate answers to my inquiries, nor timely and efficient processing of applications, consistent and courteous customer service and to maintain the consumer bill of rights to those who are auto assigned to their entity as student loans serving company.
Company Response:
State: NC
Zip: 27403
Submitted Via: Web
Date Sent: 2017-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: RE : XXXX XXXX XXXX : XXXX XXXX. XXXX : XXXX Web : XXXX Correspondence Address : XXXX XXXX XXXX. XXXX XXXX XXXX, NE Zip XXXX I took out a student loan through XXXX in XX/XX/XXXX. Approximately 1-2 years ago the loan was transfered to XXXX XXXX. It was a horrible loan because the interest charged was 10.25-11 %. I needed the loan to complete my degree. I had a second loan with another student loan institution for 3 %. I decided in XX/XX/XXXX, to consolidate both loans through my credit union for 3 % interest. To complete the application process the credit union had me fill out an application. They also requested payoff letters from both student loan companies to be reviewed. The other instituition provided me with a payoff letter within 3 days. In XX/XX/XXXX, I began calling XXXX XXXX to request a payoff letter. Since then I have called their customer service department at least 15 times requesting a payoff letter. The representative ( s ) have been so nice each time when I requested but I never get a payoff letter all 15 times. If I receive anything it is mail saying they received my call or some other junk mail. The last time I called was XX/XX/XXXX, I was so angry I just was beside myself as to why they still have not sent me a payoff letter. I still have not received anything and I am worried my 2nd application with the credit union is going to expire because of no payoff letter from them. I have done everything I can -- - please assist me in this matter.
Company Response:
State: IL
Zip: 60202
Submitted Via: Web
Date Sent: 2017-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-22
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Nelnet has two accounts showing several late payments on my credit report in 2012. I contacted their office over 45 days ago, with no response from Nelnet, which is a violation of my FCRA.
Company Response:
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2017-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet keeps adding and subtracting balances from my accounts. This is adversely affecting my credit score! I am in the middle of financing and their frequent updates are detrimental to this process. I respectfully asked that nelnet be removed if my credit report. I want all loans older than 7 years removed off my credit report as that is more than statue of limitations for my state. I need this done ASAP, as nelnet is doing illegal collecting and reporting practices
Company Response:
State: OH
Zip: 45014
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have so many with a lot of dates starting back from XX/XX/XXXX till XX/XX/XXXX
Company Response:
State: MO
Zip: 63031
Submitted Via: Web
Date Sent: 2017-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-21
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: XXXX Nelnet, I still have yet to see the contract granting you the rights/Jurisdiction, regardless of what you are insinuating. You still must prove your jurisdiction. I am attaching this document and I suggest you seek legal counsel. Also attach the papers that were sent to you office regarding discharge and dishonor. ; - ). I wonder why US department of education is not responding but you are and are claiming to be the servicer ..lol Thanks, but i dispute to contract with your company and we can get the UPU involved if need be.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have my student loan repayment through Nelnet. I logged on last month to complete my recertification for IBR and was shocked to find out I owe {$6000.00} more on my student loans now than I did one year ago. At no point in my discussion with Nelnet advisors was I informed that the interest on my unsubsidized loans would continue to accrue when I was paying less than the full amount of interest monthly. I had to figure out on my own that this is what must have happened by doing research after I discovered I now owe much more on my loans than a year ago. I would NEVER had agreed to the IBR plan had I known that my loans would INCREASE in amount instead of decrease! I feel that I have been scammed by Nelnet. I took the advice of the Nelnet advisors in picking the best plan for me and now I owe an extra {$6000.00} on my student loans. I feel that Nelnet is at a minimum guilty of negligence for not informing me the interest on the unsubsidized loans would accrue and add to my loan amount. I have never missed a single payment on my student loans. I was trying to make the most financially sound and responsible decisions regarding my student loan debt and I feel that I have been dealt a huge blow to my financial future. I emailed Nelnet XX/X/17 about this issue and never received a response.
Company Response:
State: FL
Zip: 320XX
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-19
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Dear CFPB Office of the Ombudsman : My student loan servicer NELNET who services federal student loans to the credit agencies XXXX, XXXX XXXX, XXXX may have violated the Fair Credit Reporting Act and other credit reporting laws. There is reason to believe that the loans serviced by Nelnet where not properly serviced or reported based on the following occurrences. Reported Timeline ( historical ) data removed No data credit reporting Reported balances after consolidation XX/XX/XXXX Incorrect address reported ( XX/XX/XXXX ) I understand that any inaccuracy including material inaccuracies may be grounds for injury-in-fact and other harm. The data furnisher NELNET and the credit bureaus XXXX, XXXX XXXX and XXXX blame the data furnisher for the reporting inaccuracies and or credit redactions. I am requesting an audit of the reporting history of fifteen federal student loan accounts held by Nelnet, and the three credit bureaus update their records according to the complete account history ; ( XXXX ), that includes all historical data, date opened, and historical timeline, and the loans are paid and consolidated. The loans have been consolidated XX/XX/XXXX to a different servicer. Customer service representatives at Nelnet said to me that disputing information to the credit bureau will cause credit score decreases because they will respond that the information was frivolous and accurate. This also indicated to me problems with the servicers dispute and resolution process and what procedures they use in cases of disputed accuracy and my rights under Federal law including the Fair Credit Reporting Act. I am asking the Ombudsman to investigate credit reporting activities by the servicer NELNET and audit of the credit reporting history from Nelnet. I have scanned copies of the credit report from XXXX to show the reported timeline. Sincerely, XXXX XXXX
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2017-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-18
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: On XX/XX/XXXX I initiated a complaint against Nelnet in regard to 15 accounts not being reported correctly on XXXX XXXX and XXXX. I initiated a dispute to the credit bureaus and contacted Nelnet. Nelnet is very argumentative with me and refuses to correct information. I believe the deliberately and erroneously account balances after my loan consolidation was completed. Nelnet continues to say to me that they need copies of my credit report and that I need to show them what is being reported so they can correct the accounts. The credit bureau ( XXXX XXXX ) blames Nelnet for reporting account balances after loans where consolidated XX/XX/XXXX. There seems to be some conflict between the credit agency and what Nelnet is reporting and I am arguing with the credit agencies and Nelnet.
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2017-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-11-17
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: XXXX and Nelnet keep adding balances and subtracting balances from my accounts. This is adversely affecting my credit score! I am in the middle of financing and their frequent updates are detrimental to this process. First of all they do n't have my correct contact information and I was not able to be notified in XXXX and XXXX. I fax information over to them about my forbearance and I was told that it was never received. I have copies of my fax receipt were it was sent over. Several late payment was placed on my account because of this.
Company Response:
State: PA
Zip: 19149
Submitted Via: Web
Date Sent: 2017-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A