Date Received: 2023-11-15
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted a request for my payment plan to be changed in XXXX, and they lost or deleted my application with no correspondence. I submitted again XXXX weeks ago and still no word. They also charged my bank account twice incorrectly for the same amount. I don't know what to do. They don't have accurate information on how to handle autodebit on their website, they will not respond to email. I have called XXXX separate times, each time put on hold for over XXXX hours, and then disconnected. This is completely unacceptable. They overdrafted my checking account in error and told me that I was overdue for a payment when I was not.
Company Response:
State: AL
Zip: 35124
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I have filed a previous complaint, but Nelnet lied and then you closed the case. I applied for the XXXX plan on XXXX and transmitted my taxes electronically. I received no updates and I contacted them at the end of XXXX and they said I had never sent my taxes. I submitted them again on XX/XX/XXXX. I am still not on the XXXX plan as of today XX/XX/XXXX. Since XX/XX/XXXX Nelnet has : - Put me in a 3 month forbearance that I didn't ask for - Put me on the XXXX XXXX XXXX - Requested I pay them twice to get off the current plan and on to the XXXX plan. I made the requested {$5.00} payments on XX/XX/XXXX ( payment screenshot attached ) and then again today XX/XX/XXXX ( letters attached ), as I don't know what else to do. - Lied to StudentAid.gov and submitted a letter saying I send a " joint tax return '' but indicated I was separated. Both those statements were false. They sent the letter XXXX. A few hours later they said to disregard the letter it was incorrect ( letter and screenshot attached ) - Told me via phone on XXXX that everything was set with my account and that I should be on the XXXX plan by this week - then sent another letter saying I needed to make another {$5.00} payment to them. ( letter attached ) As of today I am still not on the XXXX plan. I have been on hold with them for over an XXXX hours now and still can't get ahold of anyone. The forbearance they put me on, during which I've been accruing interest, ends XX/XX/XXXX. I don't have time to waste at this point. I can't afford standard repayment and that is what I will be entered into, as they've already put it on both of my loans. I am desperate. I have previously reached out to CFPB and Nelnet told them on XX/XX/XXXX it would just take time, but I don't have time at this point.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Good evening, I was recently informed of the Servicemember Civil Relief Act as it pertains to Louisiana residents and my current auto loan falls under the jurisdiction of this Act. I have the proper documentation and it has already been emailed to you. Thank you for all of your assistance.
Company Response:
State: LA
Zip: 711XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My student loan servicer, Nelnet, notified me via message in its customer service portal on XX/XX/2023, that the XXXX loans in my account had entered into an Administrative Forbearance, which had begun the day before, XX/XX/XXXX. Official correspondence from Nelnet ( attached ) stated that the Administrative Forbearance would be in effect between XX/XX/XXXX and XX/XX/XXXX, and the estimated interest to accrue on my loans during this time would be {$0.00}. Instead, interest continued to accrue on my loans each day of this period according to the usual rates. I emailed Nelnet 's electronic helpdesk on XX/XX/XXXX ( attached ) to raise the issue and ask for a resolution. The automated response stated that I should call Nelnet directly and insinuated that there would be no direct reply to my message. I called Nelnet on XX/XX/XXXX at XXXX EST and asked for an explanation and resolution of the situation. I spoke with the customer service representative for XXXX minutes. They offered to ( a ) remove the Administrative Forbearance or ( b ) send another letter stating that interest was accruing correctly on my loans ( and implying that the original letters were incorrect ). I refused both and told the representative that I'd file a complaint with both CFPB and XXXX for deceptive business practices. The representative had no other response other than to say " sorry. ''
Company Response:
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has fraudulently manipulated its payment system to unjustly enrich themselves by deferring payments to the borrower 's principal. For months, they have been rejecting my online payments. I spoke to them earlier and they claimed that it was my bank cancelling the payment, or perhaps incorrect info. My bank confirmed no transaction attempts were made by nelnet on those dates which i will detail below. I provided my bank account # s correctly to nelnet via their online portal. I confirmed that the numbers are correct and in fact one successful payment was made using the same account # s via my nelnet online portal. I attempted to make payments on : XX/XX/XXXX for {$1700.00} XX/XX/XXXX for {$800.00} XX/XX/XXXX for XXXX All were rejected. I spoke to XXXX at nelnet at XXXX today XX/XX/XXXX calling from my phone number. She stated that nelnet would not remit any interest accrued. I believe they intentionally fail to collect payment so that the principal will remain higher.
Company Response:
State: LA
Zip: 70119
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I currently have federal student loans with Nelnet. Im still in XXXX XXXX in XX/XX/XXXX and my loan payments arent due until after then. On XX/XX/XXXX they charged {$170.00} to my account I have on file for autodebit payments. When I noticed on XXXX I had to wait on hold for XXXX hours where a rep informed me not only did she not know why that money was charged to my account, but theres not even any record of it so it wasnt even applied to my loans. So nelnet is just stealing and pocketing money from students. I then asked to speak to a supervisor who advised me to upload photo evidence of the charge from nelnet to my account with my acct number and a brief summary on the situation to my nelnet documents and then someone from nelnet would eventually reach out to me regarding it. I uploaded that right away and 16 days later still no contact from them. I call again and after XXXX more hour on hold they tell me they can request for the refund but it can take XXXX weeks to be issued. All I asked from them then was an email stating that a request was submitted for my refund, she couldnt do that for some reason so I ask for a supervisor, she gives me the same answer. Their customer service hours are so limited and wait times are so long I barely even have the time to call them between working full time and going to school.
Company Response:
State: NY
Zip: 11729
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My Dept. of Education student loans transferred from Great Lakes to Nelnet earlier this year. I have attempted to repay my loan in full twice online and once on their automated phone service ( XX/XX/2023 ) and each time, the payment fails to process every time with little explanation or recourse. There is no issue with the account/routing information or other details I've provided. There is a growing community of people online who are encountering the same issue. I have never had any issues repaying my student loans in the last XXXX years that I've been doing this. It feels like a scam to discourage people from easily repaying their loans.
Company Response:
State: AZ
Zip: 85745
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been calling NelNet since XXXX to get my loan status changed from IN SCHOOL to the repayment plan I selected. XXXX of my loans are on the repayment plan but XXXX of them say I am still in school. I have been calling NelNet several times a month since XXXX trying to get them to help me after confirming with my school that they have released to the loan provider that I have graduated. on XX/XX/23 I called Nelnet and was again told by a customer service agent she could not help me and I had to call my university. I called my university to confirm they had released me and they said they had. I called NelNet again and some other customer service agent put in a " Request '' on my behalf to remove those loans from IN SCHOOL status to the repayment plan but that will take XXXX weeks. The problem is that I have a payment due with the XXXX PLAN on XX/XX/XXXX but even if I make a payment the loans that are marked as IN SCHOOL will still accrue interest even though I am no longer in school and want those on the repayment plan so there is no benefit to me making this payment. I am so frustrated at the lack of help that NelNet has provided and the inability to get things accomplished with in a timely matter. I am being punished and charged interest for something that is completely out of my control. I need HELP and I need someone that has answers or I will continue to be charged interest on top of XXXX XXXX payments which is not acceptable.
Company Response:
State: KS
Zip: 66208
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have had 2 major incidents with Nelnet loan holder and want my formal complaint to be received and reviewed with care. The first issue was when my payment of {$45000.00} disappeared from my payment portal and yet the money was transferred out of my account. It took Nelnet 2 months to reflect the payment and in the first 2 hours on the phone they refused to provide any documentation that payment was received and would eventually clear. It was only after being transferred 3 times and in the later half of the 2nd hour on the phone was I finally able to get some documentation the payment was processing. Now, having paid all my loans in XXXX of this year, I saw a notice that I now had {$1000.00} due. This was an alarming error. I called and was again on the phone for 2 hours to finally be told it was an error and a ticket to correct the error was getting issued. No documentation was provided to me. I was told it would take 6 weeks to reflect the correction. No apology. I can't help but think this error of a new FALSE balance due is happening on other accounts and it seems like fraud.
Company Response:
State: NY
Zip: 11103
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: I received a 30 day late on my credit report. I wasnt notified until my credit scrore dropped. I filed a complaint for the wrong doing and included my email. I reveived an email from them today and this hasn't happened until I included my email on the complaint. This company is using tactics to cover up not properly notifying me before ruining my credit.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A