Date Received: 2017-01-23
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I was having financial difficulties so I contacted the loan company for a repayment plan. The adviser gave me a repayment plan and a recertification date of XX/XX/2017. XX/XX/XXXX I received a notice that stated my plan ended and my repayment amount changed. I called twice and chatted online to see why. Each time I was told my plan ended because it was added at a later date than my other loans. This did n't make any sense because I applied the repayment plan to all of my loans. I was advised all I had to do was complete a form to recalculate my payment. I received the form prefilled by the previous agent. I signed the form and attached my proof of income. I never received an update so I contacted the company. Now I 'm being advised I did not complete the form correctly.
Company Response:
State: SC
Zip: 29456
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Nelnet, my loan servicer, has been actively preventing my payments from going through the way I want them to. I have had special standing instructions for my auto-debit to apply all extra funds to the loan with the highest interest rate, but this is the second time they 've been " misplaced '' after my payment goes through. I have no way of viewing these instructions or verifying that they 're being followed until way after I make my payment without calling Nelnet. Access to the proper information is buried way too deeply on the site. They keep using their own way of applying funds where they " catch up '' my lower interest loans to where my higher interest one is in my payment schedule, then I have to spend about 1-2 hours every single month correcting the problem with them. Their website does not show any of this information.
Company Response:
State: MA
Zip: 02169
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Firstmark Services http : //firstmarkservices.com/ They received and deposited my check but continued to call 4 times a day for an additional 6 business days. They call 4 times at the same time of the day every 15 minutes. I called and ask they stop calling as my bank statement showed they deposited my check beyond a week prior and they said their system takes " 48 hours '' to remove myself from their call list. So even though they received my money, they continue to harass until their " system '' does some type of " update '' to remove me from the list. Not sure how it 's legal to receive and deposit $ but not have technology built in to notify their call system to stop calling. Is it legal to harass someone 4 times a day when the purpose for their call is no longer an issue? I have all the call logs and bank statements needed. There is no way to remove one self from their automated system. I did NOT ask XXXX Bank to sell my student loan for them. Had the loan since XX/XX/2008 - never had ONE issue until they sold it to Firstmark. They even backdated the payment due date which essentially required me to make a payment to XXXX and then 15 days later immediately to Firstmark. Not sure if I have any consumer protections at my behalf to help with this situation.
Company Response:
State: NY
Zip: 14618
Submitted Via: Web
Date Sent: 2017-01-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-24
Issue: Dealing with my lender or servicer
Subissue: Keep getting calls about my loan
Consumer Complaint: I have been on deferment since 2015 but apparently they sell that information i get at least 3 calls per day of companies telling me they can help me I spend 30 min on the phone and no luck, I 'm sick of the calls.
Company Response:
State: FL
Zip: 32216
Submitted Via: Web
Date Sent: 2017-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: XX/XX/2016, Nelnet sent me a notification congratulating me that my student loans had moved to forbearance and deferment status and I was no longer required to make monthly payments. At the time, I did not fully understand what the emails meant, and actually thought nothing of it until I received more emails XX/XX/XXXX confirming that the payments of my student loans had been postponed. When I checked with my spouse, who advised me that perhaps it was connected to the fact that our son, XXXX, had returned to university full-time, yet she explained that my loans should not have moved to deferment/forbearance status as the loan is in my name, not our son 's. She advised me to contact Nelnet and explain that an error had occurred. Like me, she also has XXXX Direct Plus loans for XXXX, yet with XXXX XXXX. When I phoned NelNet, the agent responded saying that it was not possible to remove the deferment status, hence making it impossible to restart the automatic payment plan. He advised me that I could still make monthly payments, yet had to do so manually. When I updated my wife, who works in a higher education state agency, she reiterated that was incorrect information. She followed up by logging into my account and accessing the instant chat message and sending an email. The result of that action was one of my loans was taken out of deferment. XX/XX/XXXX/XX/XX/XXXX, we followed up again via phone to request an explanation for the deferment status. Finally, the second loan was moved out of deferment. In the interim, of course, compounded interest resulted before I noticed what was going on, and then during the struggle to resolve the issue. Coincidentally, I finally received an email response last week sent to Nelnet about the deferment issue last fall. I suspect it may have something to do with the XXXX complaints now surfacing in the news. XXXX XXXX
Company Response:
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: The amount of the loan quite large and the interests alone is too large for us to even make a dent on the actual lone itself. I dont know if the actual amount of the loan is even true to what i should be paying. I think that the school is charging more than i was told when signed up with the school.
Company Response:
State: TX
Zip: 77082
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-23
Issue: Can't repay my loan
Subissue: Can't temporarily postpone payments
Consumer Complaint: XXXX 2013 Nelnet took over my student loan. They split it into XXXX different loans with the same account number to charge interest rates twice. After 7 months they raised the current payment amounts by 225 % with no notification. A couple of months after that they raised the current payment again. They put me in a forebearance that I did n't ask for. They reported inaccurately to the credit bureaus and had my student loans reported XXXX times. They also re-aged this account which is illegal. When asked for validation of the debt I was given a computer printout with in accurate information.
Company Response:
State: MO
Zip: 65201
Submitted Via: Web
Date Sent: 2017-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-01-22
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Nelnet has incorrect payment history on my credit report with ALL my past loans that was consolidated. ALL OF THE NEGATIVE information is in my credit report but where there should be positive payment history it is listen as unknown on my credit report. For example XX/XX/XXXX has an unknown payment history instead of positive. Also starting XX/XX/XXXX the late payments start at being behind 90 days instead of 30. I have mailed Nelnet disputes and they replied saying that they do n't have to investigate my dispute. What they 're doing is illegal, FCRA law states that if the report contains all the negative info then it has to contain all the positive info. I 've also disputed with the credit bureaus and it still has n't came back correctly updated. It 's to the point now where I think they do n't have the files anymore. I have asked for proof and requested for an actual paper copy of proof to be mailed to me. The have computer errors that are not being coorected by a human, so I need the CFPB to get involved and actually look at the accounts on my credit report to see how badly the payment history is. I 'm requesting that ALL payment history that Nelnet has on the report to be deleted.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-23
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I have had a student loan with XXXX for about eight years. The loan was recently transferred to Firstmark Services ( servicer ). Within two months of servicing this loan, this company is already playing games. It has changed the original amortization schedule of the payment and pushed it out several years without any authorization ( or any request ) from me. There is no change whatsoever in any underlying fundamentals ( interest rate, or any other even ) of the loan. They are elusive in explaining me and I can not get a straight answer from them for how they could do this or how do I change it back to original schedule / payment terms.
Company Response:
State: NJ
Zip: 079XX
Submitted Via: Web
Date Sent: 2017-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2017-01-22
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Through learning of a different student loan company being sued, I learned of this resource and thought I would attempt to have an old issue resolved. A long time ago, I made XXXX payments of {$50.00} each that were taken out of my bank account and never appeared on my account as a payment. Not long after realizing the payments never appeared on my account, I contacted Nelnet and was directed to the part of the website where I could view my payment history ( which I had obviously already seen if I knew the payments did not post to the account ) and was given generic information about payment processing times ( which had long since past ). Frustrated, I had long since given up on getting this resolved, but in light of the news about another student loan company systematically mishandling payments, I have decided that I do n't want to allow this problem ( and my hard-earned money ) to just disappear. The first payment, made XX/XX/2015, had a confirmation number of XXXX. The second payment was made on XX/XX/2015 and the confirmation number is XXXX.
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2017-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No