Date Received: 2016-04-04
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: After receiving a copy of my credit report in XXXX of this year, I noticed my student loans were reflecting late payments for the months of XXXX 2015 and XXXX 2015. This did n't seem right so I logged into the national student loan database where all records are held for my federally backed student loans and printed out evidence that in fact my student loans were in forbearance during these months which began XXXX XXXX, 2015 and did n't go back into repayment status until XXXX XXXX, 2015 and where then put back into Forbearance in XXXX of 2015. With the evidence I found, I sent certified mail to all XXXX credit bureaus as well as the XXXX/Nelnet and specifically stated my reason for dispute along with all documentation I had gathered to support my claim. When I received their response, I was in total shock. They specifically stated that they were unable to update any information because I was not specific enough with my dispute and I needed to to provide the following information : -account being disputed -reason for dispute and -specific items I was disputing. I do n't understand how I did n't provide that because I specifically filled in -the account numbers I was disputing - my reason for dispute was that they were in forbearance during the time they were reporting my account late - and specifically gave them the dates my account was in forbearance and the dates they were reporting me as late. I ca n't get much more specific than that. I will include copies of all these items I sent to them as well with this claim so it is known exactly what was sent and I will also include my certified receitps etc. that my claim was received and not addressed accordingly.
Company Response:
State: LA
Zip: 707XX
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-01
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: My documents we submitted by the deadline noticed in the paperwork and my loan payment recertification was completed by the deadline provided. However, after I received my recertification letter my account was placed into forbearance without my permission and without being informed that such action was being taken in regards to my account. This was only discovered when I realized that I did not receive a statement for the month of XXXX. When I called Nelnet, they informed me that they were " doing me a favor. '' At this point I asked to speak to a supervisor because action was taken on my account without my consent. After much discussion with the supervisor I was informed that my account could only be taken out of forbearance after a payment was made. I immediately made the payment which should have been on the statement that was never sent to me. After informing the supervisor that I made the payment and I would like them to take my account out of forbearance and to not have the interest that was accumulated during this time to be capitalized to my loan amounts since this was done without my permission. Supervisor told me that she could not do this until after the payment posted which would be sometime the next week. I had to follow-up the next week with Nelnet and again ask that the forbearance be taken off my account as it was done without my permission and asked again that the interest during this time not be capitalized. This was finally sorted out and I received a letter afterward that my account was put in forbearance incorrectly! It took HOURS to get this all sorted because Nelnet put my account in forbearance without my permission and without notifying me that they were doing so. This is extremely wrong and they should not be allowed to change someone 's account status without their permission and especially without notifying them of the action they are taking. Also, for the record, I had not missed a payment or done anything which would have justified them in believing that I would n't be able to make my monthly payment.
Company Response:
State: NY
Zip: 10128
Submitted Via: Web
Date Sent: 2016-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-31
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I am writing to you in hopes that you can help resolve the issues I am having with an alleged loan that was first made with Nelnet/ XXXX bank. This loan is now being managed by Firstmark Services a Nelnet company.Documents that I have requested are : Signed Promissory note, signed disclosure statement, payment history, payment schedule, a copy of the check that was released, and a signed release of funds form.I have been sent some documentation that I have requested, but the company is making it very hard to get anything. What Firstmark has sent me that they list as promissory note is the only documentation that they have been able to send me that has a signature. The signatures that are there are a mine and another. Our signatures appear under " BY YOUR SIGNATURES BELOW ; YOU CERTIFY THAT YOU INTEND TO APPLY FOR JOINT CREDIT AND BE JOINTLY LIABLE WITH THE BORROWER FOR THIS LOAN. '' This is the only signature that I have been provided with a document that is very hard to read only listing that by signing we INTEND apply. In this document it explains that both the collage and I would need to endorse the check. They did not send me a copy of any check showing endorsements and are unable to do so. They sent me a copy of an alleged electronic transfer stating that the begin date was XXXX/XXXX/XXXX but where our signatures are stating that we intended to apply was dated XXXX/XXXX/XXXX. How is it possible for a transaction to start four months prior to an application even being filled out? With them sending a copy of an electronic transfer I requested a signed release of funds form and payment schedule on XXXX/XXXX/XXXX and have yet to see anything from Firstmark about this documentation. I have been waiting for these documents and today I received a call from Firstmark today XXXX/XXXX/XXXX telling me that If I do not make a payment today that I will go into default. I asked them what the status was on the documentation I had requested, when the representative said it was sent to me via email. I explained that I had saved all of the emails during this time and that I have not seen anything from them since XXXX/XXXX/XXXX when I had last spoken with them about what information still needed to be sent. The representative stated that she " thought '' it had been sent. I asked today for a copy of the email that was sent to me between XX/XX/XXXX-XX/XX/XXXX along with the date and time stamp from the email they are saying they " thought '' they sent me. I never received a copy of a payment schedule or what my payment amounts should be, and the payment history that I requested was sent to me in XXXX separate documents XXXX of which is a excel document that can be changed by anyone. Looking at the payment history there is no explanation or reasoning, as to why the amounts to principle and to the interest are all over the place. For example my father has been making {$110.00} payments one month they will apply {$38.00} to principal and {$69.00} to interest then the next month {$24.00} to principal and {$80.00} to interest. It is like this during the whole time there have been payments. Firstmark has been unable to provide me all of the documents that I have requested and when needed created documents. The documents that I have been sent have no official letter head out side of the application. All of the documents I have received could be easily made in XXXX by any XXXX and as I said before XXXX of the documents they sent me was something they made in XXXX excel. I do not remember getting this loan and the documentation they have provide just does n't seem right and i have n't been able to get all the information to go with this loan.
Company Response:
State: NC
Zip: 28645
Submitted Via: Web
Date Sent: 2016-04-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-01
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: My credit score is materially lower due to the fact that the average age of my accounts is misleadingly low. XX/XX/XXXX accounts have an aggregate age of ~8 years ; however, given that my graduate loan account with Nelnet is split into XXXX " accounts '', my aggregate account age is 4.1 years. If these accounts only showed up once ( as I feel is more truthful - XXXX loan provider, for XXXX XXXX degree ), my aggregate account age would be ~5.4 years. This increase, according to XXXX XXXX, would move me from " poor '' to " fair '' in terms of average account age. I would like this to be updated so my credit score does n't reflect a misleadingly low average account age.
Company Response:
State: CA
Zip: 94609
Submitted Via: Web
Date Sent: 2016-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-30
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I have been paying on this loan since XX/XX/XXXX. At the rate they apply my payments, it will take about 40 years to pay it off. No matter how much I send in for payment, they apply XXXX % of the payment toward the interest. The payment is about $ XXXX monthly. My minimum pay- ment is {$500.00}. Some months the entire payment is applied to the interest. Even if I send in extra payments separate from the regular payment, the extra payment goes toward interest. Even a {$1000.00} payment only got {$100.00} applied to the principal. They take the extra payments and apply I was told the extra payments were applied to " Capitalized interest '' not toward the principal and the due date was just moved forward. so by paying extra, my next due date is currently in XXXX XXXX even though I make monthly payment. This is government financial XXXX.
Company Response:
State: TX
Zip: 77014
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-29
Issue: Can't repay my loan
Subissue: Can't temporarily postpone payments
Consumer Complaint: TO WHOM IT MAY CONCERN, I AM CONTACTING YOU REGARDING A COMPLAINT I WANT TO MAKE REGARDING MY STUDENT LOAN PROVIDER. I AM AT A LOST FOR WORDS RIGHT NOW SINCE I WONT BE ABLE TO EVEN PAY MY RENT FOR MY CHILD AND ME TO LIVE WHERE WE LIVE NO LONGER SINCE I JUST MADE A {$210.00} PAYMENT TO SHOW NELNET MY INTENT TO PAY WHICH WAS MONEY NEEDED TO PAY FOR MY RENT ON FRIDAY. I HAVE BEEN DEALT A HAND THAT I CAN NOT CONTROL MOST RECENTLY WITH THE LOST OF MY MOTHER WHICH BILLS STILL HAVE TO BE PAID THAT I AM PAYING STILL. I HAVE ATTEMPTED TO WORK WITH NELNET. I SENT RECENTLY OVER THE LAST FEW WEEKS DOCUMENTATION THAT MY JOB WAS SENDING ME TO THE XXXX CLASS AT XXXX XXXX UNIVERSITY XXXX. MY JOB SENT US AN OFFICIAL LETTER WHICH I SENT TO NELNET SINCE I NEED THE DEFERMENT WHICH WILL ALLOW ME TO GET BACK ON MY FEET. THEY HAVE NOT PROCESSED MY REQUEST AND HAVE NOT AT ANY TIME REACHED OUT TO ME VIA MAIL SINCE I HAVE NO OTHER FORMS OF COMMUNICATION. THEY HARASSED ME SO BAD SEVERAL YEARS AGO AT MY JOB THAT I ALMOST GOT FIRED. FOR THE LAST 2 MONTHS I HAVE MADE 2 PAYMENTS IN THE AMOUNT OF {$210.00} WHICH HAS PLACED ME IN A SITUATION TO NOT BE ABLE TO PAY MY RENT SINCE NELNET HAS NOT COMMUNICATED WITH ME AT ALL VIA MAIL AS REQUESTED OF THE LAST FEW YEARS. I AM TRYING TO GET THEM TO APPROVE MY DEFERMENT SO I CAN HAVE SOME HOPE OF MOVING FORWARD BUT THIS HAS NOT OCCURRED. AT THIS POINT, MY FAMILY FRIEND HAS DECIDED TO REPRESENT ME IF NEEDED WITH A COURT CASE SINCE NELNET HAS IGNORED ME EVEN AFTER I SENT OVER XXXX EMAILS TO THEM OVER THE LAST FEW DAYS. I GOT XXXX EMAIL FROM STAFF INDICATING THEY HAD TALKED TO ME WHEN I HAVE NO CELL PHONE FOR THEM TO CALL ME. I USE A FRIEND 'S CELL WHEN NEEDED 1 TIME PER WEEK. I HAVE ALSO ADVISED NELNET THAT MY PAYMENT LIMITATION IS {$150.00} NO MORE THAN {$160.00} ONCE MY DEFERMENT FOR THE 2 YEARS I WILL BE TAKING CLASSES FOR THE XXXX COURSE AT XXXX. I HAVE ASKED FOR NELNET TO HELP ME, HELP ME HOWEVER NO RESPONSE BUT XXXX EMAIL. THIS IS MY FINAL PLEA VIA A COMPLAINT TO THE CFPB AND XXXX REGARDING MY DETAILED HISTORY OF ISSUES WITH NEEDING HELP FROM NELNET. I NEED AND YOU WOULD THINK NELNET WOULD GIVE ME DETAILS SINCE I WORK FOR THE STATE OF FLORIDA OVER 17 YEARS INFORMATION REGARDING THE FORGIVENESS PROGRAM FOR STATE EMPLOYEES. IAM VERY UPSET ABOUT THIS ISSUE.
Company Response:
State: FL
Zip: 33409
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-29
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I have been working hard towards keeping my credit in a good place and am currently trying to power pay on the Private Student Loan I have with the highest interest, while they ( the other XXXX I have ) are in deferment. The last time I checked my credit score was about XXXX and I contacted First Mark ( the private loan holder ) to see if I was able to refinance and they told me no. I just feel like 8 % is a lot for me to be paying in interest and was wondering if there is in fact a way to lower this loan so the extra payments I am paying will be worth it. Also, they told me that there is no way to put those extra payments ( After making the monthly payment ) directly towards the principle. I 'm also not sure how true this is either.
Company Response:
State: NY
Zip: 13440
Submitted Via: Web
Date Sent: 2016-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-29
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: On XXXX/XXXX/2014, I was granted and approved for XXXX application Account # XXXX, to discharge my XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX and FFEL Consolidated by Nelnet. On my XXXX and XXXX Credit reports under Dept Of ED XXXX/NELNET it states that XXXX and XXXX were paid over XXXX through ; XXXX XXXX, and XXXX XXXX stating that these accounts were transferred and reported this to all XXXX credit bureaus. This is incorrect. NELNET
Company Response:
State: SC
Zip: 295XX
Submitted Via: Web
Date Sent: 2016-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-27
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: Nelnet drags their feet processing an I.D.R. I am permanently XXXX with XXXX and CAN NOT work. I receive XXXX/SSI. I pay no taxes as I am exempt. I have submitted all the info they required at least twenty times. Here is the latest submission of required information Nelnet requested, and dropped the ball on. I am considering a private attorney. Not sure yet. Every-time I call, they either " pass the buck '', or depending on who answers the phone, they alter their explanation of the process. Nelnet seems corrupt to me ; incompetent and incredibly slow doing anything, except sending bills. Here is the info I sent NELNET : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Could you please process the XXXX documents????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????????? THANK YOU. Annoyed SEE THE ATTACHED, PLEASE & gt ; XXXX -- - ( THIS IS THE ACCOUNT ( nelnet ) NUMBER ) XXXXXXXXXXXX THE EMAIL ADDRESS FROM/TO WHICH, ALL OUR BUSINESS HAS ALWAYS BEEN, AND ALWAYS WILL BE done through. Your " WEBSITE '' said this was easier to complete online ; not the case, is it? XXXX The software you will need to open the attached. .pdf format XXXX XXXX How to use electronic mail ( email ) PLEASE LOOK AT ( READ ) the attachments ; there are XXXX I listed below : The XXXX. APPLICATION/ and a BENEFIT VERIFICATION DOCUMENT FROM YOUR GOVERNMENT AGENCY ( THE UNITED STATES OF AMERICA ), called the Social Security XXXX XXXX There in this document ( statement ), there is clear and indisputable PROOF that I paid no taxes. I have XXXX XXXX XXXX XXXX, and other medical conditions which render me XXXX ( unable to be employed ). Please read XXXX documents. Instruction on how to open a .pdf file are available online XXXX. Okay. Well, I can open XXXX documents with no problem. Should you have trouble opening .pdf documents attached to this email. 1 ) please call me at XXXX 2 ) Consider a better email server possibly ( a hunch ) In the unfortunate event you do not understand, or XXXX crashes on you, around XXXX XXXX, XXXX, I will submit this to you by mail in Hard Copy ( paper form ), as I get XXXX ( XXXX XXXX different explanations from your " reps ''. I found this quite disconcerting, to say the least, and overly labor intensive considering the speed digital information travels ( traverses the route as it reaches its ' destination ). This is generally measured in NANOSECONDS, not weeks or months you see. So much for the Information Age, aye? Thanks and have a fabulous day, XXXX XXXX XXXX XXXX my name XXXX XXXX : XXXX/XXXX/XXXX S.S.N. XXXX Nelnet account number : XXXX S.S.A OFFICE XXXX XXXX XXXX XXXXXXXX ( Family Doctor XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX doctor who treats XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Billings, XXXX XXXX and Vice-President of XXXX XXXX XXXX in XXXX, XXXX and XXXX XXXX, XXXX XXXX From : XXXXXXXXXXXX Sent : Saturday, XXXX XXXX, XXXX XXXX PM To : XXXXXXXXXXXX Subject : Your Nelnet Statement is now available -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Thanks. XXXX XXXX XXXX XXXX XXXX : XXXX/XXXX/XXXX Nelnet account number : XXXX XXXX, XXXX, A XXXX
Company Response:
State: CA
Zip: 93705
Submitted Via: Web
Date Sent: 2016-03-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-03-26
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I have about XXXX different federal student loan accounts being managed by Nelnet. Each of these loan accounts is a different agreement with a different interest rate. For about 6 months, I have been making payments for more than the minimum required amount. With the amount that is in excess of the required, Nelnet has not been applying these funds to the loan account with highest interest rate to help me pay down my faster. They have instead been distributing it across all the loans, some with significantly lower interest rate than others. This practice is not in the best interest of the students. Why would a student want to pay down a loan that has interest rate 5 %, before paying down a loan with interest rate of 8 %? As is the law and practice of a credit card company, the balance bucket with highest interest rate must have payment funds applied first. If a credit card company is obligated to do what is in the consumers best interest, with respect to repayment allocation, the government and student loan services should also be obligated to do what is in the students best interest.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-03-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes