Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Since my payments have resumed I've paid nearly three ( now four ) times the amount of my monthly loans, and they have all been considered " late '' for every month. I called on XXXX with no resolution other than being told my first payment of {$510.00} on XX/XX/XXXX ( applied towards XX/XX/XXXX ) wasn't allocated correctly therefore didn't count because I chose which parts of my loans I wanted my excess amount to be applied to. I took that as a lesson learned then paid for the total remaining balance for XX/XX/XXXX which was quoted as {$210.00} which was paid on XX/XX/XXXX. After this I received a statement on XX/XX/XXXX via their website in their inbox stating I had a {$0.00} balance for XX/XX/XXXX with a full breakdown of what I will owe, per loan, for the next due date on XX/XX/XXXX. On XXXX I received a past due notice staying I was {$26.00} behind on XX/XX/XXXX and hadn't paid anything for XX/XX/XXXX. Afraid to cause damage to my credit score I paid a second time for XX/XX/XXXX and am fearful I will still be considered late on this payment. Once I called completely confused how I could possibly have a statement that claims {$0.00} due but a past due notice as well I was given no resolution other than their system claims I'm behind therefore I have to pay. The person I talked to refused to pull up the statements I was referring to where it stated I owed {$0.00} and just continued to keep repeating I paid my loans incorrectly and must pay again to avoid delinquency. At this point I have no idea to do since it appears they can charge me as many times as they want in a month and claim their systems say I'm late when contacting them about it.
Company Response:
State: IL
Zip: 60660
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: Nelnet is my student Loan Servicer. I've spent days and hours by phone trying to get my login updated so I can update payment info but no ANSWER!!! its telling me to call for access!!!!. No time estimate-No call back Service!!!!? Unbelievable to think this is the financial company dealing with our loans. I need a forbearance and have correspondence I need to see. Their message is telling me I don't have a valid email, yet Nelnet emails me information? Neltnet obviously doesn't have the infrastructure to support this type of financial responsibility or demand for service. I'm already being reported negatively on credit for missed XXXX payments because I can not get through. Their website even says they cant handle the email volume. Should be illegal to report on consumer credit for them during this time when they can not service their customer 's needs.
Company Response:
State: MI
Zip: 48071
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 applied for an XXXX XXXX XXXX plan after payments resumed on my student loans. I was approved for an XXXX payment and told my application would be sent to my loan servicer, Nelnet. I received an email from Nelnet that my plan was " being processed '' and that while it was being processed I did not have to do anything else and if my payment became due it would be placed in administrative forbearance. At the start of this month I started receiving " Past Due '' notices. I called Nelnet and after holding on the phone for 2 hours was told the account " had not '' been placed on administrative forbearance and asked to apply for something else. I responded I did not want to apply for anything else because I was not eligible for anything else and my XXXX plan was already documented. Currently my account is now Past Due despite my request not being timely processed by Nelnet.
Company Response:
State: TX
Zip: 76021
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: My federal student loan service changed from Great Lakes to Nelnet in XXXX. By XXXX, I was reaching out for steps to consolidate my loans ( all with Nelnet ) before repayment began in XXXX and I had finished my XXXX XXXX XXXX in XXXX so this was my first time needing consolidation. They have listed warnings for long wait times and high call volumes. I attempted calls multiple times and was never able to get through, averaging waiting 30-60 minutes at a time. In XXXX, I utilized the email request form with my consolidation question. On XX/XX/XXXX, I received an apologetic auto reply email for the delay in response to my email request. I never received an email reply to my question nor a call or mail communication. My loan due dates for all loans began in XXXX and I still didn't have direction for loan consolidation. Out of desperation, I followed FSA guidelines to submit a consolidation request through their site. Although, it was not necessarily needed because my loans were all through the same loan service. I followed suit anyway. My account went into an administrative forbearance. On XX/XX/XXXX, I was notified by email that my loan consolidation was complete. My consolidation loan balance was {$63000.00} and I requested an extended graduated plan. When I checked my loan balance, it had doubled to over {$120000.00} and was on a standard repayment plan with a pending due date in XXXX for almost {$700.00}. It was also showing disbursements onto my account from XX/XX/XXXX for the previous loan balances. This money was not applied to loan balances and I did not receive these disbursements to pay off the loan balances. I attempted calling in again panicking that it was showing I had borrowed doubled the amount of money than I actually had. I continued to wait on hold for hours at a time unable to connect to an advisor. I sent an email on XX/XX/XXXX to the help team and now as of XX/XX/XXXX I had not received a response. I filed a grievance that same day with FSA and it is still pending. Neither anyone from FSA nor Nelnet has answered me. Out of desperation and panic, I had to make adjustments in my work schedule to prepare to wait on hold for hours until I was able to get through. After two hours, my call was finally answered by an advisor. This advisor then had to transfer me specifically to the consolidation department. The advisor mentioned some " weird '' things had been happening similar to my situation. I asked specifically for a direct number to the consolidation department should my call be disconnected I would not have to wait in the queue again and they did not have a direct line. I was transferred and remained on hold another 20-30 minutes until a consolidation advisor took my call. I reported to this advisor the discrepancy and she was apologetic noting an error on Nelnet 's end to my account and how my consolidation was processed to the amounts and plan requested noting the discrepancy in standard repayment reflected on my account and my FSA request for extended graduated repayment. I was told today on my call that a " form '' was being filled out to correct my account and I would be notified by email when it was corrected. This level of negligence and inaccurate processing is extremely concerning as it resulted in a doubled loan amount. Even more concerning that when I noticed the error I was not able to contact anyone or receive a reply acknowledging my concerns. And, I had to spend almost three hours trying to bring their own error to their attention.
Company Response:
State: VA
Zip: 225XX
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: Problem with customer service
Consumer Complaint: XX/XX/2023 : Got an email titled " Your IDR application has been received '' from Nelnet XX/XX/2023 : Email " No action needed while we process your application '' XX/XX/2023 : Email " Your application status : In process '' XX/XX/2023 : Email " Your application status : In process '' XX/XX/2023 : Email " Your application status : In process '' XX/XX/2023 : Email " Your application status : In process '' The " In process '' emails tell me : Were following up to let you know that your income-driven repayment ( IDR ) plan application is moving up in our processing queue. How long does it take to approve my change? Over 2 months seems excessive. I want to get on the SAVE plan, but I think Nelnet is dragging their feet. At the same time, interest is accruing, and it's hard to reach customer service! When I login to the website, it just tells me to check in every 10 days.
Company Response:
State: TX
Zip: 77057
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: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: There are loans for {$1600.00}, {$4900.00}, and {$11000.00} for an account opened in XXXX that I didnt open. Someone is making payments but its not me. Ive requested information but nothing reveals who opened the account. I need it removed from my report. My XXXX file number is XXXX
Company Response:
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2023-11-14
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 information incorrect
Consumer Complaint: Updated balances from payments made are not reflecting on credit reports. Last report to credit agencies from Nelnet was XX/XX/XXXX. Tried to resolve with Nelnet but gave up after waiting on hold for 4 hours.
Company Response:
State: TX
Zip: 78664
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: I need my student loan payment records for the years XXXX to XXXX. The student loan records show I was in default but I was making payments. I also want every system note that was made regarding my loans from XXXX to XXXX. I need to know how I can dispute the inaccuracies in my records and have them fixed. XXXX error that I found includes a school attendance date in XXXX for XXXX University. I did NOT attend XXXX University in XXXX! I want any and all records to help me figure out where the payments I made went. I'm about ready to go to a class action attorney. With no records the servicers could record anything they wanted to without having to prove it. I find it unbelievable that if I was really in default in XXXX, that no one filed a legal action. The servicer took my payments and failed to credit them.
Company Response:
State: TN
Zip: 370XX
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: Co-signer
Consumer Complaint: I have filed several complaints against Nelnet. I am submitting this complaint as this company has failed to appropriately communicate with me as the Co-borrower of this loan. I have now been penalized for my ex-husband failing to pay on the loan his required monthly payment for almost the past 12 months. I have communicated this with Nelnet to the best of my ability. I have attempted to contact this company repeatedly and I am met with hold times at XXXX minutes, XXXX minutes, etc. I have been unsuccessful in reaching a representative. I have called during business hours which is stated on their recording. I receive a message indicating that the office is closed or the phone disconnects after holding. The phone recording and their website indicate their business hours but this was contradictory. I have received calls and answered them. I have been unable to answer a couple of times due to my work schedule and they do NOT leave a message. I have been denied over the years the ability to access information on the loan until I filed my first complaint with CFPB. I am requesting an updated report of ALL of the payments that I have made as well as my ex-husbands, the primary borrower on this joint spousal consolidated loan nightmare. I have requested an Administrative Forbearance and was denied because I am the co-borrower. I requested this as I wait, like many others, for the loans to be separated as a result of legislation passed XXXX year ago Public Law No : XXXX ( XX/XX/2022 ) Joint Consolidation Loan Separation Act. " The U.S. Department of Education will provide further guidance on when and how the joint consolidation loan separation process will begin when information is available ''. So my question is, what is Nelnet going to do to help me? I requested the forbearance in the summer prior to my credit being hit by Nelnet. I was denied as the co-borrower. Nelnet has now ruined my credit as the co-borrower where my score was XXXX and it is now XXXX. I have paid my payments every month continuously and the primary borrower has not. My ex-husband is mentally ill, unemployed, and unresponsive to the contact attempts made by Nelnet which I have told them! I have been told by this company in the past that I have no rights to decision-making on this loan however they just slammed my credit and have informed me that they can come after me for the total loans due -- which have skyrocketed over the years. I am working on obtaining legal counsel now. The loan number with Nelnet is XXXX and I have XXXX problem providing it. Over the years this company has informed me that I have no right to access account information on their website, the inability to make decisions on a forbearance, and admitted that I would be held responsible. I asked how this was fair and not XXXX single person with the company could answer me except to say I am sorry, you are not the only XXXX in this situation. Nelnet representatives have admitted that I have paid monthly and that they can not help someone in my situation. I qualify for Public Service Forgiveness and I can not obtain it because of this nightmare.
Company Response:
State: PA
Zip: 195XX
Submitted Via: Web
Date Sent: 2023-11-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my loans from XXXX to Nelnet when the payment pause ended. The total amount was {$200000.00}. They had the best interest rate option and payment for repayment - and the best reviews I could find for customer service ( unfortunately that was a XXXX error because all I'm seeing now is how awful Nelnet is ). I received an email from Nelnet that the loan was approved and asked me to log in and create an account- so I did. When I logged in the SAME DAY my loan was approved, the balance was {$170000.00} HIGHER at {$390000.00} with my payment TWICE as high as it was supposed to be! So - I called Nelnet. I sat on hold for 2 hours and 10 minutes before someone answered ( all while trying to contact them through social media which they have their messaging turned off ). When the lady answered, I told her what happened and she quickly spoke saying, 'that 's an error on the site, it will be fixed, that's wrong - keep logging in and it should change ''. I asked if there were a timeline when it would be updated and she didn't have one - but she did say " you have a long time before your first payment, if it's not fixed by then, we can look at different repayment options or consolidation options ... '' My first payment is due in XXXX ( one month ). That's not a long time. Also - I'm acquiring interest on almost {$400000.00} of debt I don't owe! Then - a week letter I received my congratulations consolidation letter with the correct amount on it. It states : " Congratulations! Your Direct Consolidation Loan was completed ( originated ) on XX/XX/2023 with a current balance of {$200000.00}. So - I just logged into my account and the information is STILL wrong! It still has my payment at {$2300.00} with a loan balance over {$390000.00} AND {$700.00} of acquired interest SINCE THIS BEGAN! Now I've been on hold for 41 minutes with an *expected* wait time of 90 minutes- and trying to find other options to move this loan. Going with Nelnet was a MASSIVE mistake!!!
Company Response:
State: UT
Zip: 84770
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A