Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE repayment plan, it was approved and nelnet provided documentation on my account that my payment would be XXXX per month. When payments started back up again, my account was never updated with the new payment amount, and currently says I do not owe any money until XXXX of 2025. The first time I called in, they had no idea what I was talking about, and said that I was approved for the {$0.00} payments. I went back through the information on the plan, and based on my income for last year, I should be making a payment. I called back in, the customer service rep reviewed my account, said that they saw that I should have a payment of {$84.00}, and that they were looking into it. They put me on hold for XXXX mins or so, and when they came back on the phone they said that because I had paid my loans off, and then requested my payments to be refunded during the period of time when certain balances were going to be cleared out due to Bidens Student Loan Forgiveness, that my account was not setup correctly. They said they put in a request to have my account updated. My account has not been updated, I have tried to call back in but the wait times are too long for me to wait while working. Second issue that I have noticed, is that I have been making the payments I should be making the past couple of months, and all payments are being applied to one loan, instead of to all interest that has accrued on my account, and then towards principle balances.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I attended XXXX XXXX of XXXX. This was a for-profit school that offered technical training and ongoing professional support for graduates. I was enrolled in the XXXX XXXX program. After XXXX, the school changed names several times. They went out of business in XXXX and stopped accepting my loan payments. I discovered that the school had gone into bankruptcy and was part of a national lawsuit. I did not know my loan was transferred to Great Lakes until a year or so after because I was never notified, and then the repayments were paused because of Covid. However, If I WAS notified, I would have requested my loans be put into forbearance. I have been below the poverty line for many years and the school I paid to train me and launch me into the professional world failed me and stole my money without providing the ongoing job placement and continuing education as promised. This loan was forgiven in XXXX as a result of the Supreme Courts decision to forgive these fraudulent loans. I have requested that Great Lakes remove these lates, but they are no longer in business suddenly, they merged with Nelnet, and Nelnet says they don't show my loans in the system even though they were the ones who sent me the notice that my loans were forgiven just 2 months ago. I am requesting that the Great Lakes account not be allowed to be reported on my credit report since they do not have any record of me at all nor do they have any record of lates payment or forgiveness or anything. I am in the process of obtaining a mortgage and these lates are hurting my hard-earned credit. The arbitrary lates listed on my credit report for Great Lakes are : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX XX/XX/XXXX and are being reported to XXXX and XXXX.
Company Response:
State: PA
Zip: 19082
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: This company bought this loan from the original creditor. My son is in school and there is a deferment until hes not enrolled in school. This is the second time this company has done this and it has dropped my score drastically. I get no mail, no correspondence, or anything untily credit report is updated.
Company Response:
State: GA
Zip: 315XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have attempted for several months to obtain documentation from my original loan so that I can ascertain what rights and responsibilities I have and repayment/discharge options are available. I have been unable to submit documents to Nelnet through their website although the site states this is possible. I have tried to call and can never get through, lines always state at least XXXX min to wait. I have written without reply. I was unable to download documents for deferment or hardship options and had to go to student loan website to get the documents. I do not know if my loans should have been XXXX as I graduated in XX/XX/2020 and believe my repayment status was income contingent. As of the time I graduated I have not had a job that required me to make payments because of my income and my loans never went into default. I believe that Nelnet is intentionally attempting to put my loans into default and ruin my credit, I was either on a hardship or deferment or Covid or whatever. If Nelnet did not have the resources available to responsibly handle the accounts they " manage '' they should not have taken them. My loans are 23 years and a XXXX payment is a payment nonetheless in respect to loan forgiveness. It is due to no fault of my own that I have been subjected to the poor employment history I have had to live with despite my education. Nelnet appears to only service the repayment side of the loans, not servicing them in a manner that is fair and does not put their clients in a hardship or default situation. If you can't contact your loan servicer what good are they.
Company Response:
State: WV
Zip: 258XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XX/XX/2023 Nelnet which processes the TPD discharge for the Department of Education notified me that my loans would be forgiven under the automatic TPD discharge since I am a 100 % XXXX by the XXXX. I notified Nelnet in writing on XX/XX/XXXX that I wanted to opt out of the automatic discharge since I was still in school as well as Speaking to a representative and telling them NOT to process my TPD discharge. Due to some error Nelnet processed my TPD discharge and discharged my loans. My loan servicer XXXX still hasn't been notifed by Nelnet that I had opted out of the TPD discharge and that my loans need to be reinstated. As you can see from the supporting documentation I received a letter from Nelnet telling me that XXXX would reinstate my loans but they have not fixed this error. I am unable to get loans from my school since after receiving a TPD discharge I have to have a physician letter saying I am not XXXX but that is not possible as I am a 100 % XXXX Veteran. I have reached out to Nelnet and they informed me that XXXX needs to fix the XXXX loans and reinstate them. I contacted XXXX and they notified me that Nelnet still hasn't sent them anything regarding the TPD cancellation as of XXXX. Without the pell grant and Federal loans I will be homeless if there is a lapse in my loan eligibility before my next semester begins. The incompetence shown by the Nelnet TPD discharge department has caused me undue stress and exacerbated my mental health issues.
Company Response:
State: TX
Zip: 77345
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I filed a previous complaint and your agency did nothing to address the issue except to close the complaint after a form letter that was sent to you about the loan. On XX/XX/XXXX applied through the Department of Education for the XXXX program. Called Nelnet on XX/XX/XXXX ( XXXX hours on hold ) and they said they didn't get it ( conveniently either Dept of Ed is negligent or nelnet but most likely both ). Took my time to give the rep all the tax info and uploaded it to the site while on the phone with the rep, and she said I was verbally approved for Save and would be put in the program within 10 days. Never happened. Called again in XXXX, another XXXX hours on hold, and was told they were waiting for my tax form, when I informed them it's already on their site and I could see it. Was told that it would be approved. Filed complaints. I received an email on XX/XX/XXXX stating that my request has been approved and to give them 10 days for it to apply. Gave them 10 days was never applied. Received an email on XX/XX/XXXX stating that I am now in forbearance with the interest that continues to accrue. Received another email on XX/XX/XXXX stating I need to pay them {$5.00} for the income based plan to happen. Why am i paying this fee when they are already collecting hundreds of dollars in interest that should not be accruing due to my application on XX/XX/XXXX and XX/XX/XXXX. Nelnet has a vested interest in dragging their feet to approve plans since they are gaining profit from the interest people are paying. The interest needs to stop accruing until this plan is implemented. I have done everything requested they have not. I should have the option of choosing my loan service provider because I would not choose Nelnet. Look all over the internet about their issues. They should not be allowed to stay in business and your agency should not just close complaints with absolutely nothing being resolved. I will be calling Nelnet again on XX/XX/XXXX and will probably be on hold for hours again. This needs to stop.
Company Response:
State: PA
Zip: 175XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Have a loan with a principal balance of {$2500.00} with an interest of 5.500 % which should be accruing interest at about {$11.00}. It is growing by close to {$25.00} a week. When looking at payment history, it is not being shown as they are simply taking off from the principal as I'm paying within 120 days of disbursement. I have sent XXXX emails and sat on the phone for XXXX XXXX straight one more and then again over a week later. After the payments were made I got an email saying that the payment would be processed differently. Every payment I made led to a confirmation email with my most recent one saying I paid for that specific loan on XXXX, but the Nelnet website says that my last payment was XX/XX/11. I have not been able to get into contact with anyone and have been paying too much money to keep that interest low so it doesn't continue growing.
Company Response:
State: CO
Zip: 80020
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loan was with Great Lakes. My school XXXX XXXX XXXX year, so this loan was XXXX. I have an email on XXXX from Great Lakes this has been XXXX. On XXXX Nelnet took {$50.00} from my account. I've sent netnet XXXX emails with the XXXX email information and nelnet has not contacted me. There is another payment expected XX/XX/XXXX that will not be paid, but I do not want my credit score affected.
Company Response:
State: NY
Zip: 10512
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I recently had my student loan transferred to Nelnet in the wake of student loan payments resuming post-XXXX and the discontinuation of Great Lakes servicing student loans. To be frank, Nelnet has acted with, in my opinion, gross incompetence, unprofessionalism, and malfeasance. About a month ago, in XXXX, my loan repayments were not scheduled to resume until XXXX, XXXX according to Nelnet. I am a graduate student whose loans should be in deferment. While the XXXX, XXXX date seemed arbitrary, as I am not likely to graduate until XXXX, it was far enough out that I resolved to take care of the problem during winter break, when I had more free time to deal with it. However, about XXXX weeks ago, at the start of XXXX, my loans suddenly resumed and interest began accruing. {$130.00}, to be exact. My deferment status had been submitted to Nelnet via XXXX XXXX XXXX through my institution, a fact Nelnet has dutifully ignored. Moreover, my previous loan servicer, Great Lakes, was aware of my deferment status, and for a time Nelnet must have been to, as the change in deferment occurred only two weeks ago, as previously mentioned. This initially did not seem like a big deal, as I assumed I could just file the deferment request directly to Nelnet and then contact customer service to remove the accrued interest. Logistical errors are inevitable, and so long as I can contact customer service to resolve the issue it is ultimately not that big of a deal. The issue is that Nelnet customer service is virtually impossible to contact, and has been for the past two weeks. I have had emails ignored, and phone hold times of upwards of four hours with no response. Furthermore, I can not even send my deferment request directly to Nelnet, as my University has a policy of verifying al enrollment exclusively through XXXX XXXX XXXX. I am a graduate student with very little time and money, and this situation has put me in duress with regards to both. I can not afford to lose days worth of work to deal with my loan providers incompetence. I understand that loan payments resuming has increased the volume of calls and emails Nelnet has received, but they have had months and months to prepare for this eventuality. They have failed to take the well-being of their clients into consideration ; knowingly causing them financial strain to which, as of writing, I have still found no remedy. It is clear that nelnet, despite being a multi-billion dollar company, has neglected to hire an adequate work force for an influx of customer support requests that they have been aware would come for months.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was placed in an " IDR PROC ADMIN '' forebearance. This means that despite the fact that I am on the SAVE plan, interest is accruing. My payments are currently {$0.00} a month under SAVE, I don't need the forbearance which will just increase my interest and overall balance for no reason. I tried calling Nelnet and was unable to reach them due to long hold lines. I sent them an email on XX/XX/XXXX and received no reply as of XX/XX/XXXX.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A