Date Received: 2023-11-08
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: My late Mother opened a Parent Plus loan to help pay for my younger Brother 's education expenses. She was not able to qualify alone at the time, so I co-signed with her. My Mother died on XX/XX/2023. Following her death, I contacted Nelnet. Their hold times were excessively long so I e-mailed them on XX/XX/2023 and received an automated e-mail indicating they would not be responding to my e-mail due to " unprecendented email volume ''. I called Nelnet immediately after receiving this e-mail. The hold time was excessive again, but they offered an option to get a call back within XXXX hours. They called back about XXXX hours later around XXXX XXXX XXXX XXXX and I spoke to their Representative who confirmed that they would discharge my late Mother 's Parent Plus loan and that I, as co-signor, would not be obligated to repay the loan. She told me they would notate the file and would send a letter requesting a copy of her XXXX XXXX. We received this letter dated XX/XX/2023 and my Aunt faxed them the original Death Certificate on XX/XX/2023. I can now see on my Mother 's online account that the loan has been discharged and that no payment is due. However, the loan is still appearing on my credit report. I attempted to call Nelnet again to resolve this matter. However, they hold time is again excessive and they are no longer offering the call back option. I was able to get through to a representative who claimed we had a bad connection and hung up on me. I tried again last week and the call did not go through and was disconnected after around XXXX minutes on hold. Very frankly, Nelnet 's lack of staffing preventing them from answering phones or responding to e-mails in a timely manner is not my problem as a consumer. If they can not adequately perform as a servicer, they should release servicing of this loan to a party who can do their job! I filed a dispute with XXXX, XXXX, and XXXX following my last attempt at contacting Nelnet asking them to confirm that the account is closed with XXXX balance following the discharge. XXXX completed their dispute yesterday and XXXX completed theirs today. Following the investigation both bureaus are indicating that the balance and information reporting to the credit bureaus is accurate. I anticipate XXXX will give the same result. At this time I feel it's appropriate to initiate a complaint with the CFPB. When I attempt to access the account online with my SSN and personal information, they have no information. When I access via my late Mother 's account, the loan balance is XXXX and the loan has been closed as " Paid In Full ''. So why is Nelnet reporting incorrect information on my Credit Report in spite of indicating that the loan would be discharged, receiving documentation confirming my late Mother 's death, and following the discharge of this loan for her? Again, very frankly, Nelnet 's lack of staffing is not an excuse for not doing their job and for providing the credit bureau 's incorrect information about my credit profile. Can the CFPB please assist with this matter? I am going to continue my dispute with the three bureaus and will attempt to contact Nelnet yet again about this issue, but I don't think it's right for them to expect consumers to sit on hold for excessive periods of time without the option of receiving a call back to try and get them to fix incorrect information.
Company Response:
State: TX
Zip: 770XX
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: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I submitted an official complaint with the CFPB against Nelnet for negligence on their part by adding {$14000.00} to my loan amount that I did not owe. The reason Nelnet added this was because they inadvertently sent me duplicate refund checks. I only cashed one set of checks and I was called by Nelnet to destroy the other copy, I complied with destroying the second set. Fast forward after many hours on the phone with Nelnet over the course of literal years, I filed a complaint in early XXXX. After many more phone calls and correspondence the issue was partially resolved nearly 3 months later, in late XXXX, XXXX. However, the resolution to this issue is STILL not correct. Nelnet was charging me interest on the {$14000.00} the entire time that I should never have been charged. Additionally Nelnet charged interest on the payment of {$14000.00} that was applied to my account when they fixed the error. Nelnet must remove all interest that was charged during that period on the erroneous amount that was added, and get rid of the interest from the payment itself that was applied. This issue has caused me unfair financial suffering, countless hours spent trying to resolve this issue, stress, and impact on my credit report from it reporting that I owed a debt which I did not owe. This means that loans I took out during this time showed this as a debt I owed potentially making the interest rates on those loans higher. Additionally, their minimum of 2-hours on hold to get through to customer service and many hours more spent re-explaining this situation every single time to the representatives without ever being given a direct line to someone for my serious and stressful situation. All of which Nelnet NEEDS to compensate for these hardships.
Company Response:
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Nelnet I do not accept your offer of a Bident-Harris loan federal loan forgiveness in which is illegal in this case because the federal consolidation was terminated XXXX by the U.S Department of Education General Counselor . ( 2 ) The Biden-Harris federal student loan forgiveness plan is for federal lenders Nelnet your federal consolidation loan was not orginated from a federal lender. ( 3 ) The U.S. Department of Education does not own the federal consolidation loan. ( 4 ) The borrower for Biden-Harris federal student loan forgiveness have to apply and I did not apply for a federal student loan forgiveness plan. I do not need a federal student loan forgiveness. ( 5 ) Nelnet remove my I dentity from a Biden-Harris federal student loan forgiveness because it consist of your fraud. Nelnet do not apply my name on any document without my consent. Nelnet you are not my student loan servicer. Nelnet the U.S. Department of Education wrote XX/XX/XXXX for no student loan servicer to service the federal consolidation. Nelnet the federal consolidation never had a a federal lender and was rejected by the U.S Department of Education General Counselor on XX/XX/XXXX before your fraudulent Biden-Harris federal loan forgiveness in which I did not consent nor applied for. The XX/XX/XXXX termination of federal consoldation loan still stands. Nelnet immediately remove my identification from your fraudulent XXXX XXXX XXXX forgiveness in which I did not consent and you have no authority on this federal consolidation. Nelnet I repeat you are not my student loan servicer and if you have any problems Nelnet send your Agreement between the U.S. Department of Education for Nelnet to service the federal consolidation loan
Company Response:
State: MI
Zip: 48075
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XXXX at XXXXcst I spoke with customer service representative XXXX who after advising me of repayment options set me up on the Standard Repayment plan and advised my payment would be {$85.00} per month and the due date would be XX/XX/2023. One week later I checked my online account and it stated my bill was {$100.00} and due XX/XX/2023. While this info was incorrect, I went ahead and paid the amount. One week later I received a letter advising I had been set up on an Income Driven Repayment plan and would now be charged {$180.00} per month. After calling and e-mailing Nelnet SEVERAL times with no answer/ response, I was able to reach Customer Service representative XXXX on XX/XX/2023 at XXXX cst. She put me back on the Standard Repayment plan and advised my bill would be {$93.00} per month going forward. I then checked my account a few days later and it showed my new payment amount would be {$140.00}. I have called XXXX times, sent XXXX emails, and am as I write this on my XXXX phone call and have been waiting XXXX minutes to talk to someone. This whole ordeal has been absolutely atrocious, if any other agency or company acted this way they would no longer have a business. How peoples Federal student loans were put into the hands of this incompetent services is beyond appalling.
Company Response:
State: IL
Zip: 62704
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I hope this message finds you well. I am writing to bring to your attention some errors that I have discovered on my credit report. As per consumer laws, all information reported must be accurate and correct. I have previously informed your company about these inaccuracies, and I am pleased to inform you that the item in question has been successfully removed from one of my credit reports. However, it remains on the other XXXX reports, namely XXXX and XXXX. I kindly request that you promptly delete or correct this information on all three credit reports to ensure consistency and accuracy. It is important to note that credit plays a vital role in the purchasing process these days, and these errors have caused me a considerable amount of distress. I appreciate your immediate attention to this matter. Please provide me with an update on the progress made in resolving this issue. Should you require any further information or documentation from me, please do not hesitate to let me know. Thank you for your understanding and assistance in rectifying this matter. I look forward to a speedy resolution. Sent letter XX/XX/2023 and never received response
Company Response:
State: TX
Zip: 77803
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a XXXX veteran ; XXXX % with the VA and XXXX XXXX XXXX XXXX XXXX. I had student loans XXXX in XXXX of XXXX due to total and XXXX XXXXXXXX and was XXXX XXXX at that time. Most of the student loan companies stopped reporting at the time of discharge in XXXX. Those accounts appear as Paid with a {$0.00} balance. Two of those loans continue to update/ report negatively as 120 days late by the Department of Education/Nelnet XXXX This damages my credit due to it being the only negative payment information on my reports at this time, and it costs me a very good credit rating, resulting in less desirable rates for financial products.
Company Response:
State: MN
Zip: 557XX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Difficulty submitting a dispute or getting information about a dispute over the phone
Consumer Complaint: It has come to my attention that my student loans with Nelnet are past due. I have been receiving emails from them monthly stating my account balance is {$0.00} and in good standing. I then received a credit alert that the nelnet account is past due. I tried to login to their website on a daily basis for two weeks to see where the discrepancy is coming from. Im finally on the phone with the representative and they are telling me Im not even setup to receive electronic statements but as explained I do receive monthly statements from them. Unknown to me, they have only been sending statements for two out of the five accounts I have with them. I believe this is unfair because I rely on those statements monthly to make sure Im in good standing with nelnet. My credit has now been negatively affected because of this. The solution that the nelnet representative suggested is for me to opt out of paperless and then opt back in to paperless and hopefully that will correct the error.
Company Response:
State: LA
Zip: 70094
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I am currently enrolled, full time, and Nelnet is requesting payment of my student loans
Company Response:
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023, an IDR Repayment Plan was submitted via Student Aid.gov., because of an email alert by Nelnet . When I called to check on status, I was told by Nelnet a repayment plan was not needed. I continued to receive emails. I got student aid.gov involved and Nelnet then stated that the application had been received, however when I try to reach out to them, Nelnet will not respond to my calls either through phone calls or call backs. The dates on my loans have been changed repeatedly. Now, I am told again that I need to recertify. On XX/XX/2023, Nelnet website states application received XX/XX/2023. On XX/XX/2023, Nelnet website states application received XX/XX/2023. Now Nelnet is stating that I need to recertify.
Company Response:
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I enrolled on the SAVE plan with the intention of taking advantage of no additional interest with on time payments, even though my payment is higher than other plans. I also enrolled in autopay with Nelnet. Initially the website said my payment was processing, however, when I logged on to check the status, Nelnet has applied an administrative forbearance until XX/XX/2026 with no communication or notice to me about this. I didn't ask nor authorize this. I tried to my on time, automatic payments in good faith and utilize the proposed benefit of the SAVE plan and now I'm being charged interest on something I tried to make arrangements for. Several times when I was trying to see the status, Nelnets website was down, their call centers were not taking calls and no one is communicating about these changes they're enacting.
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A