Date Received: 2017-03-01
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: XXXX groups of loans were reported, accurately at the time of their reporting, as delinquent for 180+ days to credit reporting bureaus. A deferral was granted subsequent to the reporting which was retroactive and for a date range which included the original delinquencies. The loan servicer ( Nelnet ) refuses to update the past postings to reflect the retroactive deferral. Around XX/XX/XXXX, I initiated disputes with the XXXX major credit bureaus citing the dates of the deferment. Nelnet determined their reporting to be accurate and made no changes. On XX/XX/XXXX, I sent a dispute to Nelnet, in writing, which specifically referenced an interpretation letter by the FTC in which loans what were reported accurately, and then subsequently deferred, were to be updated ( even in cases where the reporting was accurate at the time ) to reflect accurate information ( such as dates for deferrals ). Nelnet informed me on XX/XX/XXXX that they were still unwilling to update their past reporting to the credit agencies regarding the status of my loans. I feel that their unwillingness to update the reporting is in direct conflict with the FTC 's interpretation of the Fair Credit Reporting Act, which charges furnishers of information with providing " updated and accurate information ''.
Company Response:
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2017-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-03-02
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I submitted a payment by mail to Nelnet ( loan servicer ) with explicit instructions that the amount of {$7300.00} was to be applied to Group A, Loan 1, which is my highest interest rate loan. Instead, they spread payment across all the student loans that I have. The other loans have a much lower interest rate. I assume they thought I would not notice and reap the additional monies earned through the higher interest rate. Student loan servicers should not be allowed to do this and should be required to apply payments to highest interest loan unless otherwise instructed.
Company Response:
State: CA
Zip: 92886
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-28
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: Thank you for taking the time to read my letter. I recently pulled my credit report and noticed I have some derogatory terms from Nelnet regarding some student loans I had. I wanted to discuss these late payments and also the ramifications of them. I went to school to be a XXXX, because my entire life has been XXXX and that is true to why those late payments were not put into deferment earlier. My mother has struggled with XXXX her whole life and during these times in which I did n't pay my student loan on time, I was struggling with putting her into XXXX in addition to constantly moving. Specifically, I want to address, the reasons why I was late in during the time period of XX/XX/XXXX on ... This was the time my mother went to XXXX in Missouri and I was back and forth making sure she was okay. I made a mistake as we all have done in the past, and in fact paid a XXXX group of my loans off, to show the faith I have put into refocusing my attention to my credit and my mistakes. You can see as well that the moment I realized my loans were in collections I applied for a forbearance during these times. I want to also look at during the XXXX, XXXX period, I applied for a forbearance on XX/XX/XXXX and then again not even 6 months later but this is n't addressed in my credit report. I want the opportunity to develop a relationship with Nelnet, and be able to trust in you to be the administrator of my student loans. I was XXXX years old when I went to college, my annual income has gone up since then and in fact, I am continuing my education to get my XXXX 's and I want to eventually get my XXXX. I understand the mistakes I made when I was young and my life was in turmoil, but as an adult, my credit report is suffering, it says I have only made 88 % of my payments on time, and forces me to pay more for rent, for a security deposit, avoids the ability for me to get a small business loan and develop the company I 've started. It 's created a burden on my life, which I understand will go away after 7 years, but I would like to be considered to remove these late payment charges from my credit report and even pay some of the interest on my student loans. The money I currently pay for a security deposit on a rental could be going to Nelnet ahead of time, however, it has put me in a situation where my credit is n't good enough to afford a car, a home, or a reasonable situation. I would love to see this be removed and work towards rebuilding my relationship with Nelnet for the future, rather than destroy my credit and hurt me for something I did when I was young, in a crisis situation and made mistakes. Nelnet presented me the opportunity at XXXX years old to go to school and be a XXXX, I would not have been able to afford that if that was n't a student loan. I am now a XXXX for a XXXX. I want to do the right thing, but I also want to see changes to my credit to support my lifestyle and to support the person I am today.
Company Response:
State: CA
Zip: 90027
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-28
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: Attempt to resolve with Nelnet ( " NN '' ) unsuccessful. All dates in XX/XX/2017. Complaint pertains to all NN-serviced loans. I retain complete audio recordings of calls with NN on XX/XX/XXXX ( " XX/XX/XXXX calls '' ) and on XX/XX/XXXX ( " XX/XX/XXXX calls '' ). I retain copies of all apps submitted to NN on XX/XX/XXXX ( " XX/XX/XXXXREPAYE, '' " XX/XX/XXXXPAYE '' ), emails submitting such apps ( " REPAYE Email, '' " PAYE Email '' ), and emails from NN to me on XX/XX/XXXX ( " XX/XX/XXXX emails '' ). There are 8 SEPARATE complaints which I request be addressed SEPARATELY. All sentences below are followed by citation of supporting evidence. 1 ) NN canceled XX/XX/XXXXPAYE without authorization. XX/XX/XXXX calls ( NN admits ). On XX/XX/XXXX, clearly and explicitly, I requested verbally and in writing that REPAYE app be canceled but subsequent PAYE app be processed. XX/XX/XXXX calls ; XX/XX/XXXXPAYE ; PAYE Email. NN stated this would occur as requested. XX/XX/XXXX calls. Cancelation occurred ON XXXX XXXX with no attempt to notify me until my XX/XX/XXXX call requesting app status. XX/XX/XXXX calls ( NN admits ). 2 ) NN refused to process XX/XX/XXXXPAYE. XX/XX/XXXX calls ( NN admits ). 3 ) NN failed to place me into ANY IDR after XX/XX/XXXXPAYE. XX/XX/XXXX calls ( NN admits ). 4 ) NN declines to offer adjustment for time between XX/XX/XXXX and XX/XX/XXXX ( " Lost Time '' ). XX/XX/XXXX calls. 5 ) NN refuses to place me into PAYE, citing inaccurate Dep't of Edu. rule. XX/XX/XXXX calls ; XX/XX/XXXX emails. 6 ) NN stated to me that I am eligible for PAYE. XX/XX/XXXX calls. 7 ) NN claims it can not review XX/XX/XXXX calls. XX/XX/XXXX calls. 8 ) NN hangs up on me and promises follow-up communication that does not occur. XX/XX/XXXX calls ; XX/XX/XXXX emails. I may apply for non-PAYE IDR to the extent NN refuses to place me into PAYE. I continue to demand placement into PAYE through processing of XX/XX/XXXXPAYE, even if placed into non-PAYE IDR through app for such made after this complaint form is submitted. I demand adjustment for Lost Time.
Company Response:
State: MS
Zip: 387XX
Submitted Via: Web
Date Sent: 2017-02-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-28
Issue: Managing the loan or lease
Subissue:
Consumer Complaint: My wife XXXX and I took out a personal loan with XXXX Bank to be serviced by Firstmark Services. We received an email ( attached ) that explains our loan was accepted on XXXX XXXX 2017 at XXXX. We called Firstmark to discuss the payments only to find out the first payment is due on XXXX XXXX. Only 27 days after finding out our loan was approved. We spoke with a representative who told me they can not change the date due as it 's set between 30-45 days after the loan is approved. Unaware XXXX only has 28 days that put their current methodology 5 days short of their own practice. It also put us in a bind having to make a payment not around paychecks. We were then incorrectly told to speak to XXXX to change the date. We called them and were told they could n't change it and that Firstmark needed to. So I asked what the grace period was. I was promptly told " your loan has no grace period ''. I asked to speak to a supervisor knowing what she told me was illegal and wrong. They were gone for the night. I then called Firstmark back repeating the information that XXXX ca n't change the payment date but Firstmark would need to. They said a supervisor would call in 24-48 hours. I called back the next day and was told by XXXX supervisors the payment date ca n't be changed period. So the previous 30-45 day statement turns out is n't true either. At last the company tells me the systems have crashed at both XXXX and Firstmark.
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2017-03-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-26
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I 'm attempting to have my student loans deferred for 1 year due to a job loss, continued custody court issues with my 4 year old son, and helping my elderly widowed mother whom has XXXX, pay for medicine. In XXXX I received an email from the XXXX. I responded to the email and wrote the omnibus for help to consolidate my student loans but never heard back. I left a voicemail for a XXXX at a XXXX XXXX location but never heard back. I 've asked my congressman, XXXX and XXXX of XXXX to help with a congressional inquiry. I 'm asking the CFPB to please help. Sincerely, XXXX XXXX
Company Response:
State: CO
Zip: 80004
Submitted Via: Web
Date Sent: 2017-02-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-02-27
Issue: Can't repay my loan
Subissue: Can't temporarily postpone payments
Consumer Complaint: The collection agent or Nelnet has reported my student loans 4 separate times per month to credit bureaus ruining my credit score even though I am qualified for a forbearance with a payment due of XXXX per month for 240 months
Company Response:
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2017-02-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I have Nelnet as my loan service provider. I was " assigned '' to them and had no say in the choosing of the company that would handle my XXXX loans. Others in my XXXX school class, who were " assigned to '' XXXX are able to get a 0.25 % reduction in interest by enrolling in autopay while in school and while in deferment ( Which is advertised on their website, confirmed by students in my class who have done it, and confirmed verbally by XXXX representative ). Nelnet tells me I can not enroll in autopay until 180 days of when my first payment is due. Nelnet says it is what federal regulations outline and even had the guts to tell me that NO OTHER loan service company offers this because they are all governed by the same federal regulation. Students in my class with XXXX are able to enjoy a 0.25 % reduction for 4 years on a XXXX loan while I am stuck with no option. This is easily and XXXX difference initially over the 4 years of school and after running numbers is a XXXX difference over 30 years of repayment! I have also contacted Nelnet requesting an estimated monthly payment for a XXXX 's loan to buy a house after XXXX ( 3 months away ). Nelnet says there is no written document they can provide because it is " future speculation ''. All my loan amounts are finalized and it is only simple interest left to accumulate. I have a XXXX ; XXXX loan that is in Jeopardy of not going through because they can not provide me with a written ESTIMATE! They kept referring me to the calculator on student loans.gov to print out for my lender but the lender needs a document directly from my loan service company. They wrote me one document but all it had was a standard table showing repayment for a XXXX loan, when mine is XXXX ... Yeah, you can guess the lender was n't able to use that. Again, I thought this was sketchy, so I called XXXX and they said they could easily draft a XXXX document showing a table for monthly payment amounts for the different loan repayment options based on the loan amount. I do n't get why things so easy for XXXX is NOT POSSIBLE with Nelnet. They keep referring to federal regulations that make it not possible but when XXXX is contacted they are able to do it. I feel I am stuck with a company that is providing me with no service other than keeping a tally of my loan amount and interest. They are providing no other service! I would like, if possible to have my loans switched from Nelnet to XXXX because XXXX is able to provide me with both thing I am requesting and Nelnet acts like they have never heard of such requests from students in similar situations. As a student with such substantial loan amounts I feel it is unfair and unnethical to have options available to some students and not to others while it is all left to chance to what company you are STUCK with. Both companies are held to the same federal regulations but the student 's and their loans are treated very differently.
Company Response:
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2017-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-25
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Contract was cancelled " NO CONTRACT '' Showing up on My credit report as Account Transferred, Sold, or Purchased by another lender Paid. This should not be showing up on my report if Nelnet Loan Services is no longer servicing the account.
Company Response:
State: LA
Zip: 70501
Submitted Via: Web
Date Sent: 2017-03-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-24
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: My first payment to Nelnet was XX/XX/2017. I called over three times to verify payment info because I was nervous given their reputation. I use my banks bill pay service for everything & in 20+ years have never had a payment issue. The payment was sent electronically when I was paid on the XX/XX/XXXX. I got an email from Nelnet on the XX/XX/XXXX my payment was missing. I called & was told by two different people they refused my payment, noted my account & sent it back! They wanted my bank acct # to take money out of and had no intrest in remedying the issue with the existing funds in " limbo ''. They already have my money. They said they noted my account about the payment coming in, sent me a letter & have sent the funds back however I have yet to receive anything. I am livid at the unprofessional business practices. They got the payment, knew what acct it was for & refused to apply the payment. They now want me to pay them again by giving them my account number which will give them access to very badly impact my financial life. I was supposed to refinance my house soon but if Nelnet is trashing my credit score playing with payments then my score is toast. I called the dept of education to file a complaint on the XX/XX/XXXX however they refused & told me i needed to consolidate my loans with a different company to solve this.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2017-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No