Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My specific complaint here is that Nelnet did not make a reasonable investigation into my recent two complaints, and their response includes facially false information. NelNet 's letter dated XX/XX/XXXX confirms a servicing error when it states : " There were no payments made to your account from XX/XX/XXXX, until XX/XX/XXXX. '' This extra payment was an error that XXXX XXXX caused. In response to a CFPB complaint XXXX XXXX told me it could not fix the error because Nelnet was the servicer effective XX/XX/XXXX. In response to a CFPB complaint, NelNet states : " we are unable to adjust or reallocate payments that were made to another servicer. '' Applicable federal law and regulations, and Tennessee law, require NelNet to accurately service my student loan debt ( including credit reporting and monthly statements ). NelNet is authorized by the DOE to service my student loan. The servicing agreement gives them the authority to fix this error -- even if it was caused by another servicer. The Department of Education is ultimately responsible. It acts through its servicers. The DoE can fix this, but it does so through NelNet. NelNet should correct XXXX XXXX 's error when it withdrew and additional payment and did not apply it to principal ( as I instructed upon discovering the error ). Additionally, on XX/XX/XXXX XXXX XXXX charged capitalized interest of {$1000.00} on one loan and {$1400.00} on the other loan. There should not have been capitalized interest as I had been making regular monthly payments and was not in forbearance. In response to my complaints, Nelnet only provides boilerplate answers. It does not address these specific issues. This is my last effort to resolve this before proceeding with a civil action. I shouldn't have to go through all of this just to ensure my loan is accurately serviced so I can pay it off.
Company Response:
State: TN
Zip: 37215
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE plan but they put me on administrative forbearance without my consent or any notice and as a result of that the interest is accruing. I would like them to take me off from administrative forbearance immediately. Thank you.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has violated the terms of the loans for which I applied through FAFSA and should be removed from the federal government 's list of approved loan servicers. I have XXXX children who are full-time students, and their loans are in my name. The terms of my loans are that they are deferred until six months after my children graduate. Both children are enrolled as full-time students, and there has been no interruption in their status. I received a past due notice from Nelnet regarding my loans. This is an error on Nelnet 's part. They have verbally acknoledges this. Whoever governs loan providers should take action against Nelnet because : 1 ) Communicating with Nelnet is nearly impossible for the average person. While I have been able to wait on hold for more than an hour and a half several times, the average person likely does not have that flexibility. They list a " chat now '' feature on their website, which does not " chat ; '' it refers the consumer to their contact page. On the contact page there is an email address which auto-responds that it will take them a really long time to get back to the consumer. Calling the phone number has put me on hold for over an hour and a half three times. 2 ) A customer service representative, acknowledged that this never should have happened and stated that she would process my " request. '' I asked her send me an email confirming that this was the case to ensure that I have documentation should this affect my credit score. She stated that this was all internal and that she could not send me documentation. 3 ) I understand that mistakes happen and that communication with a large consumer base poses logistical challenges. Nelnet 's mistake in this case could affect my credit rating. And, they should be legally obligated to enable consumers to communicate with them in an efficient and timely manner. Their status as a loan servicer should be revoked until they are in a position to actually service consumers.
Company Response:
State: MA
Zip: 01803
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The wait times to get a hold of Nelnet to service my student loan account have been insane for months. I have called multiple times since the pause ended only to be told by a robotic voice that the wait times are upwards of two hours with no option to be queued and called back. As a working professional that is actively contributing to society every day, it is extremely rare that I have two hours to burn to listen to terrible hold music while I patiently wait for someone to answer the phone to answer basic questions about servicing my student loans. I live in the mountain time zone and practically all of their customer service hours are during the work day, so it is virtually impossible for me to commit the time required to speak with a human being at Nelnet. If the government wants its money back so badly, then it needs to fork out the cash to service the portfolio. It's insane and frankly insulting to expect borrowers to enthusiastically pay their loans back while contracting with a servicer that literally does not have near the resources required to perform the most basic and critical functions of servicing a student loan portfolio. Additionally, when the pause ended, I had some loans that were in their grace period and others that grace had been exhausted on. I applied for the SAVE program and only my loans with exhausted grace went into the SAVE program. The rest of my loans still in grace remained in Extended Standard Repayment. I was forward thinking enough to call Nelnet ahead of the pause and was able to speak with someone about this and was assured that my loans in grace would go into SAVE as soon as they converted into repayment. Those loans converted on XX/XX/ and unsurprisingly remain in Extended Standard Repayment. So Nelnet 's representatives just made up an answer to my question rather than just saying " I don't know, let me follow up with you '' and actually taking the time to figure out what was going on. It is infuriating that the federal government has refused to support its student loan portfolio 's borrowers at nearly every turn. To add insult to injury, the DOE has decided to contract with a terrible, good for nothing servicer. I am so disappointed that they went with Nelnet because XXXX XXXX was so much better. Bottom line, the government needs to ensure that its student loan servicing vendor has the resources it needs to service the portfolio. It is literally the bare minimum required to get their precious student loans back.
Company Response:
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The first email I got from Nelnet was on XX/XX/ with my first statement since payments resumed. The amount was {$380.00}. I called them and waited on hold for 2.5 hours, once I talked with someone I changed my payment plan from income driven repayment to the extended graduate program. She told me my payment would be {$160.00} with a small fee for changing my payment. I got a statement for {$190.00} on XXXX I made the payment on XX/XX/. I got an email stating that I needed to call Nelnet and confirm the change of my payment plan on XXXX I called again and waited another 3 hours, but I confirmed the change. On XXXX I got an email with my billing statement that said my payment due was {$550.00}. I called Nelnet on XXXX I waited for 3 hours before I talked to someone, and I was on the phone with the lady for 45 minutes. She assured me repeatedly stating that the problem would be fixed and that I could check Nelnet.com again in a few days and the payment due would be changed to {$170.00}. I asked her for some sort of email confirmation that stated that my payment was changed and that my payment plan was changed to the extended graduate program. She said they were unable to do that. She again reassured me that the problem was fixed. I looked today on XX/XX/ because my bill is due on the XXXX. I logged in and my payment due is still {$550.00}. I logged in to student student aid.gov and it is still showing that I have an income driven repayment plan. I am currently on hold with Nelnet for the fourth time and have been on hold so far for 47 minutes.
Company Response:
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XX/XX/XXXX - Scheduled payment to pay {$100.00} to Nelnet to pay my loans for the month. I had sufficient funds so I was not worried that the payment would not go through. XX/XX/2023 - My billing statement becomes available so I check my account to pay it early for an additional {$100.00} for the month only to figure out that XXXX 's payment did not go through. I schedule to pay XXXX and XXXX ( approximately $ XXXX {$210.00} ) off in one shot with sufficient funds for this and wait until XXXX. I then attempted to contact them through their portal with my information and issue using https : //nelnet.com/nelnetforms/emailus. XX/XX/XXXX - In the morning, it was found on Nelnet that my payment went through and it says my next payment is due on XX/XX/! The amount seems as though it was not applied to the loan though. I went to check my XXXX XXXX XXXX checking account to see if the funds have been pulled, but no hold and no funds have been pulled yet. I assume it would take a little bit to reflect in both the loan and checking account until the evening. XX/XX/2023 - At XXXX, I check my bank account to see if anything had happened yet, but nothing. I then look to see if my scheduled payment is there and the scheduled payment is gone and there's nothing proving I even had a scheduled payment except for confirmation emails of when I scheduled them. Now my loan reverted and says my next payment is due on XX/XX/XXXX again. Today is XX/XX/, and still no response to my email or what is going on. I guess a huge issue is that the scheduled payment is being cancelled and Nelnet sends me emails regarding scheduled payment confirmations, billing statements, and everything EXCEPT the fact that my payment got cancelled which led to me being delinquent on a payment. How come everything comes through email except such an important thing? It seems like predatory practice as it seems I am not the only one having this issue per XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: NJ
Zip: 07621
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: In accurdance with the fair credit Reporting act XXXX Account XXXX XXXXXXXX, has violated ry rights. 15 USC 1681 Section 602 States I have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 U.S. Code 1681a - Definitions ; rules of construction - Exclusions.Except as provided in paragraph the term " consumer report '' does not include any report containing information solely as to transactions or experiences between the consumer and the person making the report ; arCI 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for purpose.
Company Response:
State: IA
Zip: 52722
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-09
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Incorrect information from first rep that was corrected by second rep, main issue is actually a complete lack of communication about status of application and how to complete next steps via email which is dragging out the process and making me accrue further interest ( once on the XXXX plan I applied for, interest would stop accruing altogether ). - XX/XX/XXXX : Submitted application for XXXX plan through XXXX - XXXX : Processed and sent to Nelnet - XX/XX/XXXX : Received a billing statement from Nelnet via email - XX/XX/XXXX : First saw message about payment being required to finish processing application ( no other details such as amount or why ) on Nelnet website ( had not checked website in a couple of weeks, no telling when it first appeared ), message implied correspondence with directions via email or regular mail had already been sent but I have not received anything in my inbox, spam, or mailbox - XX/XX/XXXX : Called Nelnet for details and was told to pay at least {$5.00} in order to finish processing application because of switching from XXXX to SAVE - XX/XX/XXXX : Made a {$5.00} payment on Nelnet site just as told, received confirmation email - XXXX : Checked Nelnet website for status of application to find another message about payment being required to finish processing ; this one says they will be sending correspondence with directions via email or regular mail ( see attached ) - XXXX : Called Nelnet, was told that I have to wait for the aforementioned correspondence before they will accept a payment to finish processing my application, not given any indication when that would be; was also told that any interest that accrues while I'm waiting will not be waived From digging online, I've found out that there is a special link in the correspondence for the payment, and that they will also not accept the payment over the phone. Since the beginning of September, over {$600.00} in interest has accrued and more is added every day they don't send this link. The only correspondences I have received from Nelnet have been the billing statement and payment confirmation listed above.
Company Response:
State: IN
Zip: 471XX
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I am still being charged interest on my loans even though I am currently on the save plan with a $ XXXX monthly payment.
Company Response:
State: NY
Zip: 11731
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for a SAVE application XXXX XXXX XXXX The federal government told me my payment would be XXXX. I applied early, during beta, so Nelnet has had plenty if time to process my application. I connected my IRS account to Nelnet so they could I think my tax information from them. Which is a viable option. My AGI was listed from IRS as XXXX. The federal government said I qualify for XXXX. Nelnet kept asking for more information because like other friends I have, they are trying to scam me out of more money when the guidelines for SAVE are ONLY your AGI, which I provided. IT has been 3.5 months and Nelnet still hasn't processed my SAVE app because they are trying to find a way to charge me a huge amount. Which they have done to tons of my friends. I am fed up. This should have been handled a long time ago and the federal government told me 4 weeks to process or maybe a bit longer. 3.5 months is insane. Nelnet is worse than XXXX because thry even had my NAME WRONG. Great Lakes had my loan and never messed anything up. my name is XXXX XXXX and they keep sending me letters as XXXX XXXX. I am reporting them to the Ombudsman as well as they are treating me, a XXXX with a XXXX like a financial mark toget as much money as they can from me. They sent me a bill for XXXX which is my old amount before SAVE. they can't get my name right, refuse to process my application and are trying to XXXX me over. As a XXXX XXXX XXXX XXXX XXXX I am done with the gross incompetence of Nelnet, their stall tactics to find a way to charge me as much money as they can, and their gross incompetence. My name was XXXX with Great Lakes who they received ny loan from. I demand also that I am credited with payments towards public student loan forgiveness a XXXX XXXXXXXX as it is their fault they have not processed my SAVE application. I want the Biden Administrarion to know the absolutely disgusting behavior I have endured under Nelnet. I demand my SAVE application be processed immediately and that my payment of XXXX be sent to me for XXXX asap. Attached are proof of dates and correspondence. XXXX
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A