Date Received: 2023-11-07
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for IDR/SAVE plan in XXXX. I received no communication until XXXX stating they were placing my loan into forbearance until the application was processed and that I would receive updates every 10 days. I received no updates until XX/XX/XXXX when they sent me an email stating I requested to remove my forbearance and my payments were due on XX/XX/XXXX on the standard repayment - I didnt request this as I was waiting for my application to be processed. My account now shows no record of my application for SAVE, and includes a letter stating I had to pay a certain amount by a certain date to be taken out of forbearance. The amount and date were BLANK. I called 3 times on hold collectively over 4 hours, finally talked to someone, they said if I paid the {$5.00} fee my SAVE application would be processed and my new payment would be reflected. The {$5.00} just went to my loans, still no updates on my application and is still showing the full amount due on XX/XX/XXXX. Studentaid.gov shows Nelnet has completed my application. I have received NO COMMUNICATION on this.
Company Response:
State: OH
Zip: 44116
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: Need information about your loan balance or loan terms
Consumer Complaint: My Nelnet account number is XXXX have been trying to call Nelnet to understand my new student loan account that was transferred from My Great Lakes and they have not responded. The call wait time states that it is over 2 hours long and eventually I get hung up on. How can anyone expect someone to pay for student loans when they aren't able to ask any questions, get information regarding their loans, and understand how the interest is being accrued? This is unacceptable.
Company Response:
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Co-signer
Consumer Complaint: I am a co-borrower on a spousal consolidation federal student loan serviced by Nelnet. The " primary '' borrower is my ex-spouse. We have been divorced a decade and he has never submitted a payment. I am currently awaiting the Department of Education and/ or Nelnet to implement processes under the new Joint Consolidation Loan Separation act, which became law in XX/XX/XXXX. Under this law, I **do not need the permission or concurrence of a co-borrower** to apply for and obtain loan separation, affording me the right to pay for only my portion of the loan. My situation meets the criteria for a separate application. Meanwhile, the loan servicer is required to allow me to enter an administrative forbearance period until the separation process is fully established. Nelnet refuses to grant me this forbearance, stating that I need the co-borrower 's permission to do even this. This is despite the facts that 1. Neither I nor Nelnet know his whereabouts ; 2. I am legally permitted to request and be granted the forbearance ; 3. The servicer is legally required to grant it ; 4. I am the exclusive payer on this loan, always have been, and am evidently the sole person contacted when payments are late ; 5. I have filed a complaint and my intent to separate loans with the Federal Student Aid Ombudsman, as the Department of Education has instructed joint borrowers to do ; 6. The Ombudsman has contacted Nelnet to inform them of my intent. This loan, originated in 2001 -- 23 years ago!! -- now has a higher balance than its original, in spite of my making regular payments above the minimum due for over a decade. I am also currently paying on the individual loan which was used for my own undergraduate program. These two payments, my own loan and one over which I have absolutely no control although it's comprised of approximately 1/4 my own tuition ( my accrual was considerably less than my former spouse 's ), now total about {$1000.00} per month. My hope is that with this report as well as my report to the Department of Education I may finally be granted my legal rights under the new Joint Consolidation Loan Separation Act. Should you need to contact me and/ or Nelnet , this loan is in the ex-spouse 's name, and only my former married name ( XXXX XXXX XXXX XXXX is associated with it. I have his SSN as well as the loan number ( s ) available. Many thanks, XXXX XXXX XXXX
Company Response:
State: MI
Zip: 48044
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: My XXXX student loan was originated in XXXX. I graduated from college in XXXX and began repayments on the loan which at the time had a balance of approximately {$43000.00}. When President Obama began the income sensitive repayment plan in XXXX I switched to an income sensitive repayment plan to lower my payment to an amount that I could afford. This lowered my payment to around {$310.00} per month. I paid under that plan until approximately XXXX when I was informed by Nelnet ( my student loan company at the time ) that with a {$53000.00} annual income, my monthly payment was being raised to around {$700.00}. I could not afford that and was told by Nelnet that there were no options for a lower payment and that the only thing I could do was to put my student loan into deferment for up to 60 months. My loan remained in deferment until XXXX when it was switched to an in school deferment when I went back to school for an advanced degree. After I graduated in XXXX, I received notice that my loan was going to go back into repayment, now at a balance of approximately {$55000.00}. However at that time the XXXX student loan pause had went into effect and I did not have to make any payments. In XX/XX/XXXX, when the loan pause was set to expire, I contacted Nelnet and asked what could I do to lower the payment to an amount that I could afford. I was told at that time that with an annual income of {$74000.00}, I was not eligible for any type of income sensitive payment plans, I was not eligible for public service loan forgiveness credit for the 3 years that I had worked at a non-profit housing agency and I would be receiving no credit for the 10 years that I had paid the loan prior to the income sensitive repayment plan, nor would I get credit for the time that I paid the loan under that plan until I could no longer afford the payment. I was told by Nelnet that my almost 30 year loan would be starting over from Day XXXX for another 30 years, which would mean that a loan that was originated when I was XXXX XXXX XXXX would not be paid off until I am in my XXXX. Nelnet advised that my only option would be to refinance the loan at a lower interest rate which would privatize my loan and I would lose all federal student loan protection. At that time the student loan income pause was set to expire and I was out of options. I refinanced the loan at a lower rate based on the advice that I was given by Nelnet which gave me a payment that I could afford, however it was not until after this that the federal government created more options for debt relief which now I was no longer eligible for.
Company Response:
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: My original student loan servicer was Nelnet. My loans were paid and XXXX took over my federal student loans in XX/XX/2023. I contacted Nelnet after checking my credit report months ago and disputed through XXXX twice now. On XX/XX/2023 and again on XX/XX/2023. On XXXX shows my total debt to be XXXX which is incorrect. Nelnet needs to submit that I no longer have any student loan balances with them which they have failed to do on both disputes to XXXX. Please help.
Company Response:
State: MD
Zip: 21811
Submitted Via: Web
Date Sent: 2023-11-06
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: Trouble with how payments are being handled
Consumer Complaint: Based on multiple calculators, including the studentaid.gov website calculator, my payment is higher than expected, possibly up to {$300.00} higher. I first contacted Nelnet in late XXXX after they suddenly switched me out of forbearance that was supposed to last until XX/XX/2024 after migrating from My Great Lakes ( and I waited XXXX hours on hold ). Since I gave consent for the IRS to share tax info they recalculated my payment amount and payment due date and they told me it could not be switched back ( giving me barely 30 days notice that a payment would be due ). Today on XX/XX/XXXX, after thinking the payment amount seemed higher than what I remembered, I plugged in my information into a few calculators and noticed what seems to be the aforementioned payment discrepancy. I contacted Nelnet again and was told payments could be recalculated, but that I still had to pay the higher amount this month until they can figure out what my payment will be ( unless I wanted to use one of my three payment hardship forbearance months ). I dont think I should have to pay extra if the payment is wrong, since it is not my fault that the payment was not calculated correctly.
Company Response:
State: TX
Zip: 780XX
Submitted Via: Web
Date Sent: 2023-11-06
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: Need information about your loan balance or loan terms
Consumer Complaint: My student loan servicer was Great Lakes and now it is Nelnet- when my student loans were with Great lakes they were consladated and payment was {$230.00} a month prior to XXXX. I now have multiple loans showing on my credit report and when I try to call NELNET their recorded answering service states call volume is high and wait times are XXXX plus minutes, I have tried to create an online account but when I enter my information online I'm told it does not match their records when I try to chat I'm told to call when I call I'm on hold and never put through to a live person but when I enter my social securtiy number I'm told my loan is out standing and payments are over {$500.00} a month! I've never been sent a statement and still trying to reach the company to find out why XXXX loan is now multiple since they became my servicer.
Company Response:
State: FL
Zip: 33040
Submitted Via: Web
Date Sent: 2023-11-06
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: Trouble with how payments are being handled
Consumer Complaint: I am signed up for auto-payments. I get the interest reduction for being signed up for this. However, sometimes, they just do not apply the auto-payment, and then they put derogatory marks on my credit report for missing a payment, and they allow interest to accrue, when in reality it was their mistake. They will likely also try to hit me with a late fee according to other people that have had the same problem, but as of yet I have not seen one. This months payment ( XXXX ) did not happen, and the reason I found out is because my credit monitoring app notified me of the negative mark. This is widely complained about online by other people and is unacceptable. I just manually made a payment that was much larger than the required amount, but the derogatory mark is still on my credit report.
Company Response:
State: MI
Zip: 483XX
Submitted Via: Web
Date Sent: 2023-11-06
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: Trouble with how payments are being handled
Consumer Complaint: As repayments restarted, I made my first payment on time. Got the confirmation email and no further communication from Nelnet. Go to pay this month, and they have last months payment listed as past due and no record of my XXXX payment. They are impossible to get ahold of to fix this issue, spent multiple hours on hold waiting for an agent, their email comes with a high volume discouragement notice. No email response when used, not even message received email. I am trying to fix this before it hits my credit report but if I can not contact the company I am trying to pay, I can not pay. It is very frustrating.
Company Response:
State: WA
Zip: 98059
Submitted Via: Web
Date Sent: 2023-11-06
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 applied for XXXX XXXX but Nelnet keeps applying deferment and forbearance to my account in attempt to collect more interest and they avoid all communication and puts their phone on 24 hour hold. They been emailing that save plan is in process. Many people reported Nelnet as well because Nelnet generates wrong bills and avoids communicating. My account should have been ob XXXX XXXX but they choose to ignore.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A