Date Received: 2023-11-10
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have a student loan, which was recently purchased and is being serviced by NelNet. On XX/XX/2023 I made three additional payments to three subgroups of my loan, separate and independent from my required monthly payment, which was made on time on the date of XX/XX/2023, which included mandatory allocations towards interest as well some to principal. The additional amounts were paid to subgroup AB, a total of {$19000.00}, subgroup AF, a total of {$24000.00}, and subgroup AG, a total of {$13000.00}. When reviewing my statement a few days later I noted that the majority of those additional payments were allocated to interest, and I contacted NelNet on XX/XX/2023 to enquire about allocating those payments instead strictly to the principal amount of the subgroups of those loans. When calling, I was kept on hold for over 60 minutes, and when speaking to their representative I was informed by their representative that all payments must pay off interest first, and that I would not be allowed to allocate those additional payments to the principal of the loans in those subgroups. When asked for clarification as to why the additional payments may not be made strictly to principal I was abruptly placed on hold without warning nor further instruction/discussion. I wish to file multiple complaints, first for NelNets unwillingness to allocate additional funds at my discretion, which, per my conversation with the CFPB representative, I have a right to so do. I also wish to file a complaint for their unacceptable customer service, in not only having wait times of greater than one hour, but for their lack of service and direction when speaking to their representatives. I finally wish to file a complaint regarding their dishonest practices, as it appears I do, in fact, have the right to allocate those funds to principal at my discretion. I would also remark that NelNet 's online web payment portal does not allow the borrower to direct where additional payments are to be paid to ( e.g. directed to principal vs interest ), which should be remedied. Their payment portal is also misleading, in that it lists under current balance only the principal left, not the entirety of the loan ( principal plus interest ). I have uploaded a screenshot of their payment portal, which provides example both of no option for direction of additional fund payments, but also to display the discrepancy between what they consider " current balance, '' vs what is the actual total balance of the loan ( as exemplified in the second screenshot, which includes the entirety of the subgroup loan via their online statement ).
Company Response:
State: CA
Zip: 92506
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: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: My name is XXXX XXXX and SEVERAL of my rights have been violated. They have falsified information to all credit bureaus which is a violation of my privacy they violated the Truth in Lending Act 15 USC 1602 by reporting late payments as high transactions and the loans reporting to the bureau is a violation of the FCRA. They have failed to provide a copy of my written consent this debt was attached to an address that has NEVER been a place of residence of mine and several other violations therefore this must be taken off of my credit if not I will seek legal actions
Company Response:
State: GA
Zip: 30094
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: My federal student loan servicer is Nelnet. I completed my income-driven repayment plan application on XX/XX/2023 through studentaid.gov, as well as my consolidation loan application for my Perkins ' loans ( email attached for proof ). Nelnet still has not processed my income-driven repayment plan application, although they processed my consolidation application on XX/XX/2023. I contacted Nelnet on XX/XX/2023 regarding my application. I wanted to make sure my application was processed before XXXX because my loans would start building interest in XXXX. Nelnet told me over the phone on XX/XX/XXXX that they were having problems with processing applications, so my loans would be placed on an administrative forbearance until my application was processed, and my loans would not accumulate interest. They also told me my application would be processed by XX/XX/2023. However, they told me they could not send me a confirmation email with this information because " all of their emails are templated ''. They then sent me a templated email stating that I would be placed on a forbearance but my loans would build interest ( although this would not have happened if I had been able to start paying off my loans on an income-driven plan ) ( email attached ). My application still has not been processed as of today ( XX/XX/2023 ) and I have accumulated almost {$1500.00} dollars in interest because I am not able to make payments ( although they told me my loans would not build interest ). I called them again today ( XX/XX/XXXX ), and they told me that my application will be processed in 15-20 business days. However, my loans are continuing to build interest and I can not make payments towards them because I was automatically placed into the " standard plan '' although I qualify for income-driven repayment.
Company Response:
State: TN
Zip: 37205
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Can you please delete the follow late payments on the following accounts XXXX XXXX XXXX Account XXXX as this late payment was in error. XXXX XXXX XXXX with late payments in XXXX & XXXX 2018 as this account was closed. DEPT OF EDUCATION/NELNET with late payment in XXXX of 2018 as this account was deferred and late payment should not have been charged.
Company Response:
State: GA
Zip: 30341
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: SAVE application was filed with Federal student aid.gov on XX/XX/2023. Application was sent to Nelnet on XX/XX/XXXX. I also applied for PSLF through XXXX. On XX/XX/XXXX, Nelnet advised that loans were being transferred to XXXX. It was then that I realized my loans were approved for PSLF. On XX/XX/XXXX, i received a notice of billing from XXXX. The bill did not reflect a lower billing amount from SAVE. In fact, the bill is unaffordable for me. I called XXXX, and they stated that they never received a SAVE application from Nelnet. I called Nelnet on XX/XX/XXXX. They swore that the federal SAVE application was sent to XXXX at the same time that my lowns were transferred-on XX/XX/XXXX. I called XXXX again. They stated it was not sent. Today I spoke with a high level supervisor at Nelnet. He confirmed that my SAVE application was NOT sent to XXXX at all. I asked why my SAVE application, as part of my file, was not sent with my loan transfer. I did not get an answer. So first I was lied to, then I got apologies. There was no notification from Nelnet that I had to reapply for SAVE, or that it couldn't be processed, until 3 weeks after my loans were transferred to XXXX. I had to reapply for SAVE on XX/XX/XXXX, making it too late to effect 2 bills from XXXX so far. These bills are unaffordable, causing me to go into forbearance. SAVE is a federally filed document. I should have been notified, as it was also part of my account, of anything regarding its processing.
Company Response:
State: NY
Zip: 11542
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I had XXXX XXXX XXXX loans with XXXX and the total was {$110000.00} prior to interest starting back up. I submitted a paper application on XX/XX/XXXX to Nelnet requesting to consolidate XXXX of the loans for a total of {$51000.00}, as well as an application for IDR payment plan. They received the application XX/XX/XXXX and I was notified that my loans were being processed and should be completed by the end of XXXX. When I log into my Nelnet account I have a balance of {$100000.00} which is double the amount is should be. I called Nelnet on XXXX at XXXX and waited XXXX minutes to speak to someone. I was advised when they first process the loan the amount doubles but will be corrected. This incorrect amount was also reported to studentaid.gov. This will eventually be reported to the credit bureaus, and interest is piling up on this incorrect amount. I need someone to help fix this asap. Thank you,
Company Response:
State: PA
Zip: 152XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: I'm a XXXX XXXX and have submitted enrollment verification, as confirmed by my XXXX, as early as XX/XX/17. Nelnet has contacted me through automated means multiple times since then regarding repayment. I have reached out to them via email four times and made several calls ; for one of them I was on hold for an hour with no result. No one has gotten back to me and I'm still being harassed for collection. Beyond this administrative oversight, which has disrupted my daily life, Nelnet should have been exactly as prepared for repayment logistics as it expects its borrowers to be, if not moreso, and the fact that they're so unreachable, especially right now, is negligent and irresponsible enough to seem intentional. I can not plan my days around being on hold for six hours. Cursory research implies professionally weaponized incompetence and refusal to connect with clients is an exceedingly common complaint. It is not a minority opinion that student loans are a predatory institution and this is making it so much worse it's almost impressive.
Company Response:
State: CA
Zip: 92507
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX loan repayment recently resumed. I made my first payment to Nelnet on XX/XX/2023. I paid the minimum amount on most loans and added a little extra to my loan with the highest interest rate. As of today, two weeks since my payment, the money has not been withdrawn from my bank. I called to see if they had any record of it or issues and my bank said they do not see the payment. However, the day I paid Nelnet sent me a confirmation email with details about the payment. Their website now says I have a past due balance, shows no payments have been made in my payment history. After spending hours a day on hold ( while at work ) I cant get in touch with anyone from Nelnet to explain the situation. I am concerned this missed payment is affecting my credit score and that more intense is accruing.
Company Response:
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-11-08
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: Need information about your loan balance or loan terms
Consumer Complaint: Nelnet 's website is saying that it does not have my information and is making me re-register with them. The call-service hours are incredibly inconvenient, and when I do call, the wait times are unreasonably long, making registering/re-registering impossible for me without having to take a day off of work to get it sorted out. The FSA website says that the loan is through them and I owe, but I feel like Nelnet are making it impossible and inconvenient to pay in order to scam people with late fees. I am late on my most recent payment ( I use to be able to pay through FSA website ) and might have to pay fees because I can't get a hold of anyone to help me actually get into my account. I have also stopped getting text notifications for upcoming due dates and paper statements for some reason, and just have no means to send in my payment.
Company Response:
State: KY
Zip: 42141
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: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I attended XXXX XXXX XXXX, in XXXX to XXXX due to college shutdown of fraudulent and scams, and lawsuit, school was closed, I received a email from fed loan servcing on behalf of XXXX XXXX chief operator advising loan discharge due to breaks code laws
Company Response:
State: UT
Zip: 84118
Submitted Via: Web
Date Sent: 2023-11-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A