Date Received: 2023-11-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: After the student loan repayment pause starting in XX/XX/XXXX, one or more of my contact information is out of date or does not match my name and account number in their Nelnet system anymore ( address and zip code, email address, etc. ). I can not recover username or password to go online to complete payments to them. I called them on multiple occasions and the holds are longer than 2 hours. I've never gotten a hold of anyone to help and just have to hang up because of the unusually long wait times ; the payments are being charged interest. They arent sending me paper bills to my address even though USPS is forwarding everything to my address no matter which of my old home addresses they have in the system. They also do not respond to tens of emails sent on my behalf even though they have sent emails to my account just the end of last year XXXX. I just want to pay my loans off in full and cant because of their bad internet system and incompetent customer relations.
Company Response:
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I contacted Nelnet to request a hardship deferment on XX/XX/. The agent with whom I spoke indicated that, since I had recently updated my income/tax information on Studentaid.gov, she would process my application via phone. I never received information about this. I called Nelnet again in late XXXX and in early XXXX and, both times, agents indicated that they would process my application. On XX/XX/2023, I called Nelnet again and spoke with a supervisor. She contradicted previous information I received about processing the application via phone and said I would have to file additional information to begin the application. After a long consultation with her, I decided to initiate a 12-month forbearance ( which I did via phone per the supervisor 's approval ). The supervisor said I would receive an email, within within a few minutes or possibly a few hours, confirming the forbearance. I have still not received this email. The supervisor did say she would call me today on my mobile. I was in a work meeting and missed the call. She left a voicemail but no direct contact information -- only the main Nelnet phone number. I am now on hold for " greater than 90 minutes '' during my work hours. Beyond the contradictory information and lack of confirmation via email, I have had to wait no less than two hours and as long as three to four hours to speak with a person at Nelnet. This is unacceptable.
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Have been trying to call NelNet for weeks since my loan was transferred to them. I can not sign into my account online, recovering my username does not work, signing in with my social security number does not work, they keep telling me that my zip code is wrong. It's not. I think I know where I live. So if it's wrong in their system, then my personal information is incorrect with my lender which is insane. I have tried to call dozens of times and the hold times are always over an hour with no option to select a call back. This is sickening and unacceptable.
Company Response:
State: IL
Zip: 60014
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: As stated in previous complaints, I applied for SAVE on XXXX, wasn't processed. Last week ( XXXX ) was told I had to pay {$5.00} to switch to SAVE. Today I received an email and I am now on the Standard plan. Never applied for the Standard plan. I want my {$5.00} back and I want someone competent to explain how someone was put into a plan that wasn't applied for and previous to covid was also on an income driven plan. Very angry and frustrated.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This creditor engaged in abusive, deceptive, and unfair practices of the FDCPA which it prohibits. According to 15 USC 1666b it is a billing error I did not receive a statement 21 days before the late payment error. If finance charge included, there should be no late payments pursuant 15 USC 1605 ( a ) due to finance charge bring sum of all charges so I can not be penalized for something that is already paid in full.
Company Response:
State: NC
Zip: 28262
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Auto debt was not completed. As such, the payment was deemed delinquent. Switched payment method to manual to avoid the aforementioned issue. Now, the " Amount Due '' this month remains unchanged after multiple payments ( equal to and greater than the balance ) have been submitted and processed. Specifically, Nelnet listed a monthly amount of {$310.00} due by XX/XX/2023. Payments have been submitted as follows : XXXX : Paid and processed {$310.00} - Amount due remains {$310.00} XXXX : Paid and processed an additional {$310.00} - Amount due remains {$310.00} XXXX : Paid and processing an additional {$310.00} - Amount due now {$880.00} I have paid XXXX the original amount for this month. However, the amount I owe has neither zeroed nor decreased. Rather, it has increased. Nelnet has been unreachable by phone and email.
Company Response:
State: WI
Zip: 546XX
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has, on multiple occasions, denied/cancelled/returned my student loan payment, under the guise of my bank account having " insufficient funds. '' My bank account has been in good standing each time, as the account used IS ONLY used for student loan repayments and nothing else. A quick search on the Internet confirms that this is not isolated to just myself, and that many have suffered the same problem ( payment returned and interest added despite bank account being in good standing ). Nelnet also has an auto chatbot that does not connect a client to a representative, and only refers to the collected FAQs that do not assist with individual cases. The same can be said for their email and phone support. Nelnet is conducting shady business practices and should be thoroughly investigated for fraudulent activity.
Company Response:
State: FL
Zip: 32828
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/2023 the Consumer sent a Notice via U.S. Certified Mail return receipt request to rescind the security interest agreement that was obtained with deceptive language and forms by the Corporation listed in this complaint. This is a reconfirmation notice to the Corporation of the notice to rescind the security interest agreement. The 20-day process as required pursuant to the CFPB began when the company received the notice last week.
Company Response:
State: NC
Zip: 27713
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I was informed via email a few years ago that my loan from Great Lakes was not able to be paid on - due to the fact that they were transferring all of their loans to Nelnet. After several months of not hearing any further information ( or having a way to make payments to the company ) I received an email from Nelnet stating that I would need to start paying on my loan again. Nellnet was unable to provide me with any information or records about my original loan amount from Great Lakes. I do not recall the exact amount of the loan from Great Lakes, however, I DO know that it was not this substantially high amount that Nellnet is asking me to pay. Due to the fact that I had no option to make a payment for several months while the loan was being transferred to a new company, I disagree that I should have to pay any interest accrued in that time. I also believe that Nelnet should be able to provide me with accurate records from Great Lakes- which they have not done.
Company Response:
State: AK
Zip: 99507
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet is falsely accusing me of borrowing {$3400.00}. I never received any loan money. This account is fraudulent, it is a SCAM. I do not owe NELNET {$3400.00}. It must be removed from my credit report. These are fraudulent charges. I never received any loan money to pay for books or transportation. I payed for books OUT OF POCKET. THIS IS A SCAM. NELNET and the Federal Goverment are Financially discriminating on me because I am XXXX XXXX. I will not pay the Goverment these fraudulent loans. They are scam artists and this account is fraudulent.
Company Response:
State: NY
Zip: 11510
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A