Date Received: 2017-03-20
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: My loan lender is Nelnet. I am on an income based repayment plan which requires I pay 15 % of my discretionary income. Nelnet advised that if I received a change in pay that I should request a re-calculation of my income based repayment amount. I was paying about $ XXXX with my re-certification due in XX/XX/XXXX. I recently adjusted my XXXX, which resulted in less take home pay per month than what the $ XXXX was based off of. Based on Nelnet 's recommendation, in XX/XX/XXXX I requested a re-calculation of my IBR and sent in a my most recent paycheck ( which had significantly less take home pay than my previous IBR amount was based on ) and a signed document demonstrating my non-paycheck income, which was negligible. Despite having a significantly lower take home pay, when I received my re-calculated amount, I owed {$140.00} more per month. When I called Nelnet, they stated that when re-certification for IBR is based on a recent paycheck, then they calculate my discretionary income based on the total gross pay, before taxes and tax exempt deductions, not on my actual take-home pay. When I asked where this was explained to borrowers, they were unable to provide me where this was ever disclosed and could not explain where a borrower could find this information. They also could not explain why it was based on my gross take home, which guarantees that I 'll be paying far more than 15 % of my discretionary income, despite assurances that I would never pay more than 15 % of my discretionary income. Now, after requesting a lower amount based on a lower take-home pay, I end up owing {$140.00} per month more than I was paying before my requested re-calculation. I read all of the forms provided by Nelnet and nowhere does it say that re-calculations based on recent paychecks would be calculated on the gross pay. Calculating discretionary income this way does not make sense, especially keeping the purpose of IBR in mind. Had I known that Nelnet would have done this, I would not have re-certified my income until I was required to for the yearly requirement in XX/XX/XXXX. I will now have to pay an additional {$880.00} over the next 6 months that I would not have otherwise paid, all because Nelnet failed to disclose how it recalculates IBR payments and discretionary income when a borrower sends in a recent paycheck as evidence of current income. Nelnet not only failed to disclose this, but has been completely unable to show me any sort of confirmation that this is how re-calculations are supposed to be done. It seems that Nelnet is actively encouraging borrowers to request recalculations based on a borrowers ' take-home paycheck being lowered, only to increase the monthly amount owed by the borrower by re-calculating the monthly amount by using the gross paycheck amount instead of the take-home amount. This is very dishonest and will cost me {$880.00} over the next 6 months, in addition to the money it will cost an untold number of other borrowers they are doing this to. Nelnet should make this information available to borrowers ( if it is even legal for Nelnet do this ).
Company Response:
State: MO
Zip: 63146
Submitted Via: Web
Date Sent: 2017-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-17
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I consolidated my student loans with XXXX. I have request all 3 credt agency and Nelnet, XXXX to be removed from my credit report. Now they are showing red marks. I am denied credit because of the loans that hve been satisfied. They all are on my report showing a huge negative impact
Company Response:
State: CA
Zip: 92410
Submitted Via: Web
Date Sent: 2017-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-17
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: Navient contacted me in XX/XX/XXXX and told me myou loans would probably be forgiven if I filled out the paperwork they were going to send me. I asked them 3 times on that call if I should at least pay my past due so that my tax refund would n't get taken. They said do n't worry about anything, your loan will be on hold until XX/XX/XXXX this way. Just fill out the papers. So we did, we filled the papers out and sent them back in. We sent them in XX/XX/XXXX. They said we had to send them before XX/XX/XXXX. We did everything ahead of time. We filed taxes and they took our entire refund due to me being delinquent. I have a paper right now that says my loan is still on hold but I do n't have my tax return! I 'm XXXX, my wife had to file injured spouse, the whole refund was hers anyway. My XXXX court date is XXXX XXXX. I have a totally legitimate complaint against Navient. They consistently lie. I never asked for forgiveness. I bet we probably qualified for one of those Income driven Repayment plans too! My {$4000.00} loan turned into {$8500.00} somehow! They are crooked, liars and they 're stuck up on the phone usually. Like I 'm not good enough! Now the loan is totally paid off but we ca n't pay any bills at all right now because they took every penny! We were counting on that refund. My wife is in school because she has to make up for my missing Income. We are broke because of Navient! They 're evil!
Company Response:
State: TN
Zip: 37214
Submitted Via: Web
Date Sent: 2017-04-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-16
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I have set up auto debit 3 times now with correct and accurate information, and it has been rejected leaving me with late payments and automatic enrollment in forbearance. I was told the forbearance can not be reversed. I do not need a forbearance nor have a asked for one I am able and willing to pay my monthly balance.
Company Response:
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-16
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I spoke with a representative with NELNET in regards to eleven " Late 120 days '' accounts currently being reported to credit bureaus in the amount of {$0.00} past due. She stated that my account has not been with NELNET since XX/XX/XXXX, however they are still going to report late payments for the next 7 years. It is XX/XX/XXXX and I am being penalized for consolidating my loans with a different servicing company. This is extremely unethical and unfair for someone who is paying their student loans on time monthly but is still being reported for a XXXX balance, for XXXX separate accounts, by a company who no longer has access to your account.
Company Response:
State: TX
Zip: 75063
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-15
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: Firstmark services reported to XXXX 60-89 days past due on a private student loan while I am enrolled full time at a University. They had failed to check the student loan data clearinghouse regarding processing automatic in school deferment.
Company Response:
State: CT
Zip: 06606
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-14
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I was placed 2 payments in a month, and call the nelnet to check that why it took long time to process the payment the represantive told me that it may take 4-6 business days, and everything alright with the checking account. I even received an email saying that payment is successful, then a few days later I received another email saying that check the bank payment did not go through. I called the bank everything is good, they did not even try to make attempt for payment. I came with the idea that they do n't want you make 2 payment in month because they want all the interest they can get from the borrower. It is so unfair, I am working in XXXX jobs to pay back my school loan, and they are trying to rob me!
Company Response:
State: NY
Zip: 11746
Submitted Via: Web
Date Sent: 2017-03-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-14
Issue: Can't repay my loan
Subissue: Can't get flexible payment options
Consumer Complaint: XXXX and Nelnet consistently refused and steered me away from Pay as You Earn and Revised Pay as you Earn programs and instead steered me toward multiple, consecutive forbearances from XX/XX/XXXX to XX/XX/XXXX. They sited error after error and continue to deny my application and forced me into forbearance repeatedly, adding a fee of {$1000.00} to my loan for each forbearance. In XXXX XXXX sold my loan to Nelnet who continues to deny my application and steer me towards yet another forbearance. My last application for REPAYE through Nelnet was in XX/XX/XXXX, they denied my last application because they said they did not like my pay stub because it does not show pay frequency and they said I also did not qualify because by paying early, I did not make 3 consecutive payments on time. They suggested another forbearance. I am trying to avoid foreclosure and bankruptcy and protect my family. I just want my REPAYE application approved so that I can start paying my student loan without losing our home and my sanity.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-14
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I am filing a complaint and request for investigation of the student loan service I was given. I was given falsified information which has led to the student loan service requiring repayment with added interest. They provided bad information, illegally cheated me out of my rights of loan forgiveness, and deceived me about my rights. I was in my final 6 months of loan forgiveness due to XXXX when I received information saying my loan balance was XXXX. I contacted the ombudsman who told me my loan was showing XXXX balance and the income monitoring period was complete. When I asked for this in writing they said their system would not be updated for 6 weeks. I proceeded to attend 2 days of paid XXXX and 3 days of XXXX. Then after the six weeks I was told no. my monitoring period had not ended, they 'meant ', but did not say, that my loan showed XXXX as a temporary condition. I was deceived, lied to, manipulated so that now they are saying I must repay the entire {$50000.00} loan because my income exceeded the poverty level by those 5 days of work. You would be able to verify the falsified information from the loan service through phone recordings to my cell or home phone XX/XX/2015 to XX/XX/2015. Before the call from the ombudsman and Nelnet between XX/XX/XXXX and XX/XX/XXXX, I spoke with XXXX on XX/XX/2015. She made certain that my loan monitoring would not include any paycheck dated past XX/XX/2015. Now however, they are requiring the paycheck Dated XX/XX/XXXX. In each of these conversations I was given incorrect information which made it impossible for me to follow any guidelines for the discharge program. I am an educated, responsible, law-abiding student. I asked for guidance to meet all requirements foor my XXXX discharge, yet was intentionally given false information that resulted in extra interest accrueing, reduced credit score and a huge debt that was scheduled to be forgiven. The servicer should be held accountable. They should forgive the loan and make restitution for the countless hours I have battled on the telephone, sending emails and experiencing XXXX. Thank you for investigating this matter.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2017-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-03-14
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: Nelnet is still in violation of FCRA, None of my loans are THE SAME on XXXX or XXXX. My XXXX only has XXXX Nelnet accounts, and the other ones were deleted because the validity is incorrect. I 've disputed multiple times, reported to multiple organizations, I 've even contacted the ombudsman and no one has investigated. XXXX loan on XXXX has XXXX late pays on XXXX it has XXXX and on XXXX it does n't appear. I 've asked Nelnet to send written proof of the delinquencies and they have not. I 've asked Nelnet for copies of the signed contracts between them and my original servicers and they have sent no such thing. Now Nelnet number XXXX core value is the " customer '' but that 's not the case. They have offered no customer service and any dispute the just sent the typical " script '' reply message without any investigation. I need a supervisor and someone in the executive office to handle this ASAP. Every month that I have disputed there HAS BEEN AN UPDATE OR CHANGE which shows they do NOT have the files or info, which is WHY they ca n't sent me any contracts. The next step is to file in small claims court AGAINST NELNET AND THE BUREAUS, because NONE of the governmental agencies are helping as this subject is important. I have every letter that Nelnet sent and every dispute which shows an updated status EACH time. Please delete all Nelnet account from credit reports ASAP.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No