Date Received: 2017-05-26
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: To Who m It May Concern, I have an account with Nelnet Student Loans ( Federal ) I recently had an informative phone conversation with a representative of Nelnet and was explained why I had late payments reported on my credit report. I was under the impression that a notice of payment due was being sent to my mailing address and that I would contacted via email as well. However, this notice did not arrive until XXXX XXXX , over 60 days after I had a payment due. As a result, the late payment was reported to my credit score. On top of that, my email and phone number were not updated with Nelnet Thus, I was not receiving any communication. ( I have since updated both my phone number and email address ).
Company Response:
State: AZ
Zip: 85297
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My story involves the Student Loan Servicer Nelnet, and repeated Fraud that I believe occurred on numerous occasions within a 9 month period. Let me note at the outset that the problem was finally fixed after 9 months just recently, and this is because they had so much documentation in front of them that they could no longer raise issues with my account. Let me explain. My name is XXXX XXXX, and am in the XXXX XXXX stage of my XXXX in XXXX at the University of XXXX XXXX and have been since Spring XX/XX/XXXX ( and have been enrolled since Fall XX/XX/XXXX). While in that stage I have been taking XXXX credit hour per semester. However, because I am XXXX XXXX XXXX that one hour still counts as Full Time for up to XXXX semesters. Unfortunately my school does not automatically count it as Full Time until I give them a form once a semester ( which I turn into them around XX/XX/XXXX/XX/XX/XXXX ). Every year I consistently fill out the form, and then call Nelnet up to ensure that they have received it and for purposes of servicing my student loans have me properly listed as Full Time. So every year around XX/XX/XXXXI get notices from Nelnet stating that my student loans are due within a few months, and that I must prepare to make payments ( due to the 6 month grace period always being in effect ). Then around late XX/XX/XXXXtoXX/XX/XXXX I always tell them to issue a 60 day hold or deferment on my account so that I can get the half time status fixed to full time in the meantime. This has been something I have consistently done for years now, and it plays like a broken record. I should note before continuing that I had XXXX groups of subsidized student loans, and XXXX group of unsubsidized. The unsubsidized I paid off inXX/XX/XXXX ( all except {$1.00} of it due to accrued interest ). Afterward, something very interesting happened. In XX/XX/XXXX, for the very first time, I received notices that payment is IMMEDIATELY DUE and that I must begin to make payments or else they will report me to the credit agencies. In fact, they stated that I already missed a payment. What happened to that 6 month grace period, I wondered? To say I was nervous about why this was happening is an understatement. Eventually I discovered something very odd : Nelnet had my XX/XX/XXXX Fall semester listed as half or part time. In other words, my 6 month grace period was already used up. I wondered how I did not notice this inXX/XX/XXXX, but really could not come up with a satisfactory answer for it. In fact, all I could think over and over to myself is that it was simply impossible that this was an issue before as I certainly would have noticed Nelnet telling me before I missed a payment. I really could n't understand how it had gotten changed, and so I went to the appropriate administrators at XXXX and got a signature from them stating that I was in fact full time in Fall ofXX/XX/XXXX ( their own record stated as much ), and attached it to my account page on Nelnet in early XX/XX/XXXX. Problem solved. Or so I thought. I kept calling inXX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX wondering when my account would get fixed. They always kept telling me that it would likely get fixed within a week or two, and to simply check back later. After many calls I eventually find out something that shocked me : they are now telling me that my FallXX/XX/XXXX semester is listed as part time. Before I had made absolutely sure from multiple representatives on the other line that Fall XX/XX/XXXX was the only semester that I was listed as part time ( after repeatedly asking them ). In fact they stated, in the calls in XX/XX/XXXX, that my Fall XX/XX/XXXX semester was indeed fixed. But now I had aXX/XX/XXXX2013 issue. So please follow my logic here. 1 ) I did not hear incorrectly from them what they told me multiple times was a Fall XX/XX/XXXX issue. 2 ) If I had an issue for an earlier semester, they would have mentioned those FIRST because THOSE semesters took away my grace period, not the Fall XX/XX/XXXX semester. 3 ) That they did not do this clearly shows that Fall XX/XX/XXXXbeing listed as Part time was a NEW ISSUE introduced to my account in Spring ofXX/XX/XXXX. 4 ) What I suspected was a new issue but could not prove in Fall XX/XX/XXXX with respect to my Fall XX/XX/XXXX semester I now had proof with the Fall XX/XX/XXXX being listed as part time. To say I was furious was an understatement. I accused Nelnet of fraud multiple times. I was suggesting that they were trying to take away my grace period and force me into earlier payments. They stated to me multiple times that they have no capacity to change records on their own. Repeatedly they pointed to the XXXX XXXX XXXX or whatever its called, and suggested that they only change records based on what my school reports ( they have a man or woman named the " robot '' who changes it ). I blasted them repeatedly for making that suggestion, stating that this issue with respect to either of those semesters never existed before this year, and that no administrator of a school would make the effort to retroactively change a students records from years ago. Of course no nelnet representative ( except one ), never mind the supervisors, would listen to what I was saying and take me at my word, always implying that this issue always existed or that they have no control over it. In fact, both supervisors I spoke to on two separate occasions were the least helpful of the lot, and implied that I was somehow stupid ( for not noticing this before, as if the issue existed longer than simply this year ). So they suggested inXX/XX/XXXX that I simply get another signature from the administrators. I refused to do this given that I was not on campus ( or in the State ) and did not want to go through the hassle of doing something I should not have been required to do. I asked instead that they call the administrator herself and get the answer that way. They agreed with this solution. I called the administrator and told her of the situation ( including the letter she signed last semester ). She then notified me that XXXX had me listed as Full time in every semester I was enrolled. Which made me curious indeed, and reinforced my belief t hat Fraud had occurred with my account. Unfortunately, I found out weeks later that after one attempted call they never again made any attempts to contact the administrator ( only because of my many calls back to Nelnet ) Here I was in early XX/XX/XXXXand already I was getting the same kind of notices about payments being due soon ( with dates listed for when payment is due ). Of course for all these months this issue made me very nervous and was on my mind constantly. Finally I get in touch with the school administrator again myself after repeated attempts, and after a few weeks of delaying her own response to this she finally drafts a notice stating that I was full time not only in Fall XX/XX/XXXX, but also every semester up to Spring XX/XX/XXXX ( due to another issue my Spring XX/XX/XXXX was also accidentally changed to half time after initially being listed full time, but this is irrelevant to the story ). She sends this over to Nelnet, and then I decide to wait just a little over a week and a half. I call them back and find out that they had failed to fix the issue with respect to my Fall XX/XX/XXXX. They fixed my Fall XX/XX/XXXX, but not my Fall XX/XX/XXXX. Of course I was not pleased. So the representative said he would write an email about my Fall XX/XX/XXXX to the people who fix records. It was then I had a hunch. I knew that they fixed my Fall XX/XX/XXXX, but wondered if they had changed something else in my record. So I ask the representative if there were any other semesters where I was listed less than Full time. Keep in mind this was a question I always asked almost every time I called. Bombshell : he was telling me, and kept telling after I repeatedly asked him to make sure what he was saying was correct, that my FallXX/XX/XXXX, Fall XX/XX/XXXX, and FallXX/XX/XXXX were also listed as Part time. So I told him what I was saying all along : someone at Nelnet is XXXX with my account, and for them to continue suggesting that it was the National student loan database was a Lie. First they took away my Fall XX/XX/XXXX then when I fixed that it became my FallXX/XX/XXXX, and then my Fall XX/XX/XXXX ( AGAIN ),XX/XX/XXXX, and XX/XX/XXXX. But this time they had nothing to hide behind. The letter the administrator sent listed EVERY SEMESTER I WAS FULL TIME separately, and they had no choice but to fix it. Finally the issue was fixed within a week.
Company Response:
State: OK
Zip: 74006
Submitted Via: Web
Date Sent: 2017-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-23
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: I have been dealing with a company called nelnet. I have applied for loan forgiveness. I have submitted the aplication 3 times. Every time they have denied the application. Even though I have provided the required documentation. They wait exactly 45 days and then deny it. They send me a letter asking me to submit something else. This company is garnishing my XXXX XXXX XXXX benefits as well as my federal tax return. This is been going on since early XXXX . They attempted to notify me back in XXXX . I was in XXXX XXXX hospital in XXXX XXXX . I was also XXXX XXXX XXXX for several weeks. I did not have a chance to respond to the garnishment letter. Nor did I receive it. They are refusing to stop the garnishment. Every time I call I get different answers. I have made several reasonable attempts to work this out with them. However they refused to do so
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan servicer Nelnet told me that I qualify for a lower payment, but that I can not receive it on the upcoming payment, because it requires giving me 30 days notice to change my payment and that it would create too much hardship for me to only give me 15 days notice, even though it drops my payment by roughly XXXX dollars. The background to this is that I sent in my forms for income driven repayment on XXXX XXXX , because they told me they were due then. After 2 weeks Nelnet told me that they could n't see the documentation. I called them and they told me it was due to lighting. ( the documents do n't appear to have a lighting issue on my end. ) Further I was informed that the documents were n't actually due yet, but no one had actually given me a due date as to when they were due. In good faith I sent them updated tax documents and the form again electronically signed on XXXX XXXX . On XXXX XXXX they emailed me telling me that they could not process the documents because the new Income driven repayment plan form was not signed. I called them and they informed me that they do not accept electronic signatures. I printed off a copy signed it and sent back multiple copies to ensure they 'd have the paperwork they needed on XXXX XXXX . I also called them and they informed me that if they could process the paper work that I could still qualify and get the income driven repayment amount that i qualify for by the XXXX date. I called them on XXXX XXXX to see how the application was coming along. They informed me that it was processed and that i qualify for a {$440.00} payment but that it could not go into effect until XXXX and that I had to pay the higher amount currently due because " they cant change the amount due, within 30 days of a payment because it will provide too much hardship on me '' - XXXX When I asked them for a confirmation number for the call they refused to give one stating they do n't do that. However on a previous call on XXXX XXXX they were willing to give one " XXXX ''. They informed me that all calls are recorded and that the current call on XXXX XXXX was being recorded.. Nelnets job is to process the documents, just because it takes them an extended period of time, or because they have trouble either enlarging or viewing imaging for some reason, does n't mean the burden should fall on me. In good faith I sent my documentation multiple times per their request. They only seemed to accept documentation after it was already too late. When I asked them if they were intentionally trying to push the documentation to be late they laughed, said no and said that they wished they were. As some one whose well versed in the banking system this seems fraudulent to me. Further to use a rule made to protect consumers, about sending about billing 30 days in advance, in order to push for a higher payment seems unscrupulous, deceitful, and highly unethical.
Company Response:
State: NY
Zip: 10305
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: To whom this may concern, I write this complaint to seek clarification regarding information reported to my XXXX credit report. Quite illogically, my XXXX credit report is reporting what appear to be identical records on multiple occasions - artificially inflating the number of credit accounts on my credit report. Specifically, as can be seen in the attached document, accounts with the XXXX XXXX XXXX/NELNET and XXXX XXXX XXXX XXXX are reported in what appears to be a duplicate fashion. Which, notwithstanding other potential problems, constitutes a violation of the fair credit reporting act.
Company Response:
State: CA
Zip: 95945
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX , I contacted my student loan servicer ( Nelnet ) about enrolling in the Public Service Loan Forgiveness program. In order to qualify, I was advised to change from a standard repayment plan to EITHER an extended or income-based plan. Nelnet has documentation that this was the advice that I was given. On the basis of this advise, I switched over to an extended plan, only to find out three years later ( on my own - not through Nelnet ) that the 30+ loan payments I made while working for a qualifying XXXX ( c ) XXXX nonprofit do not count toward the 120 payments that I need to make for my loans to be forgiven because despite what I was told by Nelnet , only the income-based plan - not the extended plan - is considered a qualifying plan under PSLF. I contacted Nelnet and they acknowledged that they gave me incorrect advice, but refused to take any action to rectify the situation. Who knows how many people besides me are enrolled in extended repayment plans under the false impression that their payments are counting toward their debts being forgiven due to shoddy advice given to them by their loan servicer.
Company Response:
State: WI
Zip: 530XX
Submitted Via: Web
Date Sent: 2017-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-20
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: The two ab ove accounts where removed off all three credit reports in XXXX , i sent in documents to prove it was n't my loan, it somehow got reinserted XXXX to my XXXX and XXXX credit report, which is affecting my credit, the account does n't belong to me, by law you are not allowed to reinsert a removed/or deleted item after 7 days
Company Response:
State: CA
Zip: 925XX
Submitted Via: Web
Date Sent: 2017-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-20
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: A Student Loan Company claims that I am owing $ XXXX for a Student loan that I never opened or attended classes. When I asked for the verification or proof of the original signed contract, the company just blows me off and provides some generic letter unrelated to my question of attempting to know anything about this loan. Under the FCRA I have a right to verify the debt but instead I received bills related to the loan.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-19
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Originally This account was handled by XXXX XXXX XXXX , XXXX , in XX/XX/XXXX , a t some point it was transferred to the Department of Education/Nelnet Student Loan Servicer a nd was in deferred status bu t Nelnet say s that it was not in deferred status i n XX/XX/XXXX , XX/XX/XXXX a nd that they sent correspondence, so the went into delinquency even though I told them that it should have still been deferred and as far as I knew it was. I am XXXX of a small XXXX , and have been working in and around the XXXX XXXX XXXX for the last 22 years, and was unable to make all of the payments. This Account has been closed and reopened over the last 13 years, many times sinc e XX/XX/XXXX . F orward to XX/XX/XXXX the old account has been closed and a new account has been opened and is being paid to a new company called XXXX XXXX XXXX XXXX , but the old account is still showing as derogatory and says to contac t Creditor. Right now I am scheduled for another 10 years of payment! Honestly I do n't know what has been paid and what has n't. Now every time anyone looks at my XXXX , XXXX and XXXX credit reports I get a new black eye. The last two attempts creditor wrote that I needed to get my XXXX Report after a Hard Pull.
Company Response:
State: FL
Zip: 33543
Submitted Via: Web
Date Sent: 2017-05-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2017-05-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In early XX/XX/XXXX, XXXX XXXX XXXX notified me that they were going to transfer my account to XXXX XXXX XXXX by XX/XX/XXXX. I waited until auto payment was made on XX/XX/XXXX to check my balance of the loan. The XXXX XXXX XXXX website stated the amount of {$19000.00}. On XX/XX/XXXX, I wanted to make a payment towards the principle amount so I called a XXXX XXXX XXXX. The rep helped me set up my online account, the balance stated was {$19000.00} ( as of XXXX XXXX PDT ), which was much higher than expected. I asked the rep if there was a fee applied, and she said " no. '' I then asked what the loan interest amount should be for just 1 week and 1 day. She told me the interest should be {$8.00}. I then calculated and told the rep that the balance should state {$19000.00} instead, and asked her why I was being charged an extra {$30.00}. I asked to speak to a manager, and spoke to a XXXX. She did not give me an ID number. I explained the issue, and she said she would " request an investigation. '' I asked XXXX to send me proof of this investigation by email. From XXXX 's actions, I doubted that they were going to do a thorough investigation, and asked what I could do if I disagreed with the outcome, since there was no transparency. I proceeded to make the payment of {$490.00} to be applied to my principle and interest for proof of this conversation. I then called XXXX XXXX XXXX, but there recorded message said they could no longer help me. I tried several times, and the same thing happened where the call was disconnected. I could not login into their website either. Therefore I called the general offices of XXXX and spoke to a rep named XXXX ( ID # XXXX ). She listened to my situation and filed a complaint on my behalf regarding the Student Loan. She also gave me a case ID # XXXX. XXXX said she was going to escalate my case and request " reconciliation. '' Then I called XXXX and spoke to XXXX. She emailed XXXX to get back to me with a case ID number. XXXX called back at XXXX PDT to tell me there was no case ID number and no email confirming the request of this research. She was quite surprised when I told her I contacted XXXX " already. '' When I pressed her on the process of this " research. '' She told me that the research starts with a request, and is sent over to another department at XXXX XXXX, and that department will reach out to XXXX. I told her that the amount that I have can easily be pulled up by requesting login logs and the pull up the balance from that date and time. Then I checked my my balance of the account, which did not reflect the payment I made earlier that day, in the amount of {$19000.00}, but does reflect the daily interest. In any case, I asked XXXX to call me back in a week to tell me the status. After a week from not hearing from XXXX XXXX, I called them on XX/XX/XXXX, XXXX PDT. She said she requested the review for the amount of {$19000.00}. I told her that was the wrong amount and that it was approximately {$10.00} under, and the amount is {$19000.00}. Then she disagreed with me again and told me to wait another week. I then called XXXX on XX/XX/XXXX at XXXX PDT and spoke to XXXX ( ID # XXXX ) who gathered my account number and federal identification number. He could not find the case, but spoke to his supervisor XXXX. She tried calling their department, well within their office hours of XXXX. She tried twice, but could not reach them. She made a note on my account/case. She also said she reached out to XXXX, the former rep, who was located in TX, but could not reach her. On XX/XX/XXXX, XXXX from XXXX XXXX called and left a message. The transcript on my XXXX reads, " Hello this message is for and this is XXXX with ______ XXXX just giving you a call back um we did hear back from XXXX about the balance and cording to them the information ______ sent to us is correct in our system and tried to the account over to us if you have any further questions you can give us a call back here at XXXX we are open Monday through Friday from XXXX XXXX till XXXX XXXX central standard time thank you ... '' This is not a fair resolution for a Student who reduced her Loan 40 %. I called the Department of Education as well as XXXX 's financial aid, and they both told me they do n't have leverage with these loans. I disagree with this research because I have not been able to contact anyone from XXXX XXXX XXXX. I would like to see the paperwork and email transactions to this investigation ( any screenshots, log files, etc. ) If they look in my log files, I am sure that they can see how many times I logged in or made extra payments to reduce the principle balance of my loans. Also, on their website, they should have the term rates reflected because when I took out my loan from XXXX, the rate should be prime minus 1 %. I still have my letter dated back in XX/XX/XXXX. I would also like to file an appeal with XXXX on this research and have them reconcile my account by removing the extra {$30.00} that was applied to my account. I also would like XXXX XXXX to be more transaparent with their correspondence to borrowers by sending email or letter confirmations instead of just calling. Just today, XX/XX/XXXX, XXXX XXXX called to tell me about a mistake they made about loans being transferred from XXXX rather than XXXX. The rep sounded like she was trying to verbally update my information. I requested her to send me an email and letter because all of these transactions are by phone, recordings that they have but I do n't have access to. This is a sneaky practice.
Company Response:
State: CA
Zip: 90057
Submitted Via: Web
Date Sent: 2017-05-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A