Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am currently in Borrower 's Defense Forbearance. On XX/XX/XXXX I called Nelnet to take my loan *out* of the forbearance so I can restart my payments. I got no follow-up email or letter stating that the forbearance was removed. I had consolidated my loans earlier this year under the new SAVE plan so as not to have interest accrue on my loans. I called Nelnet on XXXX to follow-up. I was told that they had no record of my request to do this. I restated I wanted my loan *out* of forbearance. They said they would make the request to the Dept. of Education to do so. I followed-up again on XX/XX/XXXX to check on my status. They confirmed the the request was made and they were still waiting on the Dept. of Ed. I had made 2 payments on my loan since the end of the Covid deferment. Yesterday, XXXX, I got a letter from Nelnet stating that I had requested my loan be put *into* forbearance and that my forbearance was in fact *extended* from XXXX to now XXXX. Obviously, I did not request this. Today, XXXX, I called Nelnet to explain to me why I was not taken out of forbearance AND that my end date was now in XXXX ( previously it was to end in XXXX ). They had no explanation for why this happened and stated they could only make requests to the Dept. of Ed to get my loan out of the forbearance. The associate I spoke with stated it was not something that *they ( Nelnet ) * could do but had to be done by the Dept. of Ed. After speaking with Nelnet, I called the Dept. of Ed 's Borrower 's Defense Hotline and was told it was the loan servicer 's responsibility to remove the forbearance. I explained to the person my conversation with Nelnet. The person said all she could do was send a request to Nelnet to remove my forbearance and that she could not remove my forbearance from her end. Both parties are claiming it is the others responsibility for getting my loan out of forbearance. It is not acceptable that neither party seems capable of doing this. I have spent many hours on the phone on hold trying to talk to my servicer about this situation.
Company Response:
State: TX
Zip: 77007
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been attempting to adjust my payment schedule since XX/XX/XXXX. It is now XX/XX/XXXX and I have had ZERO communications from Nelnet. I sat on hold for XXXX hours to be told I need to keep waiting by the customer service person. They can provide zero help and I will continue to make complaints until the government steps in
Company Response:
State: MI
Zip: 48073
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: A while ago i lost my social security card, i got a copy a while after, now i am being credited on my credit report for a {$4700.00} student loan when i have not applied for a student loan nor do i even attend school, i tried going on the NelNet website and tried to log in then it is saying that they need XXXX Factor Authentication when i have no info for the XXXX website nor do i have a NelNet account nor do i have an active student loan. i have tried contacting the company NelNet but they do not have a customer service email, they also do not have any operator on the phone line to speak with and i have called 3 days already and nothing, i was also on the phone with XXXX XXXX XXXX
Company Response:
State: MA
Zip: 015XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I can not get a hold of anyone at nelnet and I have to wait over XXXX hrs to get a hold of someone and if I do they are incompetent. Everyone online is saying how theyre cheating people out of money the amount of money theyre saying I owe is off and way more than what I owe. I dont trust a company who can not answer my calls help or guide me I can not make payments when their site wont allow me to login regardless of making new passwords and they want me to create new accounts so they can wipe out my previous payments and charge me more. They dont answer calls or emails this is ridiculous! I need them to remove me theyre going to ruin my credit due to their messiness and incompetence.
Company Response:
State: CA
Zip: 91773
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: On XX/XX/XXXX, I had applied for an IDR plan with the Dept. Of Education, which was received by my servicer, Nelnet, on XX/XX/XXXX and confirmed via email. I have repeatedly received email updates every so often stating that the IDR is still in process but that it is not yet completed. On XX/XX/XXXX, I had called Nelnet to attend to a different issue, and asked about my IDR plan approval while I was thinking about it. I was told that it still was in process. The miss I was speaking with was nice enough to suggest that I submit income verification to Nelnet to try to speed up the process, but she could not provide any more information. It has been approximately two months request, and I need this request to be processed, otherwise I risk unnecessary financial strain.
Company Response:
State: MS
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was told my account was past due with Nelnet. I called when I got my first letter from nelnet and over the phone on XX/XX/XXXX made my account current And set up automatic payments going forward. Nelnet failed to process both my initial payment and my automatic payments and never notified me that it remained delinquent. After a month they transferred my loan without giving me notice. When I called Nelnet they had difficulty finding the XXXX in payments I made despite my having the verification codes of these payments and proof theyd been deducted from my bank account. My account remains in default- hurting my credit. They want me to pay all over again but I dont feel comfortable sending more money to a company that cant find the first money I sent. It was never returned to my account. When I asked why it never processed they said some payments could take months to process. How can an account be marked past due when their payment process is the reason a payment is late. I now have additional interest on this loan and my score keeps going down. I made these payments in XXXX. They transferred my loan end of XXXX. They said the new loan company should have my XXXX payment. I called and they do not. Nor do they have any indication that it will be coming. Im currently fighting with my bank to get the payment marked fraudulent so I can get the money back and make my loans current. Nelnet refuses to refund me or provide a receipt on their end that that money was transferred to the new loan holder. Nelnet needs to fix my credit score And refund me the interest and original payments at Minimum.
Company Response:
State: NH
Zip: 032XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: A Parent Plus Loan application and credit inquiry were submitted without my permission. The two colleges my children attend and the Dept of Education deny utilizing my social security number and submitting an application for a loan without my permission. I have contacted Federal Student Aid and the Dept of Education Inspector General on multiple occasions since that occurred and was told that they are unaware of who is responsible for this federal crime. The agency that appears on my credit report on XX/XX/23 is the Dept of Education and I received a letter that my loan application was denied. This has adversely affected me because I had approved loan applications on file with both colleges and someone submitted another application that was denied which caused the previous application to be rejected. I am now being asked to pay for over {$30000.00} in educational expenses. I did not submit the application on XX/XX/23 and each agency that I contact informs me they aren't aware of who did. The Dept of Education will not take responsibility for the loan application or credit inquiry that appears on my file, although their name is reflected on my credit file. I have a police report with my local county asking for assistance with holding whatever entity responsible for unlawfully using my social security number, submitting an application in my name, and accessing my credit file.
Company Response:
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2024-01-12
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: I am in XXXX still, in deferment, so I do not have any payments on my student loan due until XX/XX/XXXX. Nelnet is aware of my deferment status and it shows on my account with them. I have records showing I do not need to make any payments until XX/XX/XXXX. On the bank account I used for auto payment with Nelnet, there is a statement for an NSF fee on XX/XX/XXXX. It says withdrawal for {$500.00}, Dept of Education. There is absolutely no reason AT ALL that I would need to pay {$500.00} for my loans or to the Department of Education for any other reason. I would have been charged {$500.00} just because I enabled autopay with Nelnet, and there is not even a due payment showing on my account. Now I need to dispute the fee I received for not having the money to make a payment I did not have to pay! The autopay feature gives a discount on the student loan payments, and taking out money irresponsibly is predatory to those who need that discount.
Company Response:
State: WA
Zip: 98408
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Nelnet is my loan servicer. I have applied for the XXXX repayment plan. They have sent me an email saying in order to be on the plan I need to make a one time payment by a date. The letter did not say the amount or the date, it just left it blank. Then it sent me a letter saying my request was approved, but not what the request was and that I would get a follow up email, which I didn't. The Federal Student Aid website said my application was completed in August and they completed their review in August, but my account was changed to XXXX XXXX and I'm still not in the XXXX plan. I have emailed them, filed complaints with the FSA and I'm getting nowhere. The interest on my loan would be subsidized if I was on the plan, but because I'm still not on the plan they are collecting the full interest and my loan is growing, which is not supposed to happen on XXXX. The loan servicer does not answer the phone or emails. How can a company be allowed to manage millions or billions of debt and have no rules to adhere to, they can't manage the accounts they have. This is unfair to every borrower.
Company Response:
State: NJ
Zip: 082XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-08
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: My loans with NelNet went out of deferment even though I am a XXXX XXXX XXXX until XX/XX/2024. Specifically a XXXX XXXX loan from XXXX. My school ( XXXX XXXX ) has communicated my status as a XXXX with no problems. I was charged XX/XX/XXXX and XX/XX/XXXX. My checking account was charged using auto debit which I had never approved or signed up for. I never provided NelNet with my checking information and I had never made an account as I am a XXXX XXXX XXXX still. I was given no warning, and there was no communication by email, mail, or phone.
Company Response:
State: AZ
Zip: 85382
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A