Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: The following is an email I sent to XXXX and contains a description of the issues I have been attempting to have resolved : " I was transferred to Nelnet for GLBS and when interest resumed XXXX I Enrolled in auto debit ( XX/XX/XXXX ). An administrative forbearance was applied and I was told through a letter in my Nelnet inbox that there was no action needed. During the beginning of XXXX I decided to make a supplementary payment toward my loans of XX/XX/XXXX of {$230.00} ( Confirmation XXXX ). On XX/XX/XXXX I received a message in my nelnet inbox that my " financial institution was unable to process the transaction ''. I decided to re-enter my payment information and created " checking 2 '' and used this method to make a payment of {$500.00} on XX/XX/XXXX ( confirmation XXXX ). On XXXX I received an email from Nelnet stating that my payment from the XXXX was returned due to " Insufficient funds ''. After a phone call with the bank and a look at my account it became clear that there was never a time in XXXX or XXXX that my account was insufficiently funded to make these payments. Not only that but they informed me that there had not been any requests for payment from nelnet. I called Nelnet customer service and after a 3 hour wait, they informed me that there was no way to confirm the account or routing number that the Nelnet system was attempting to use to collect payment. Today I Input my bank information on the Nelnet website again and made 2 more payments but I'm being told that my missed payment will affect my credit. I feel as the borrower I have fulfilled every reasonable obligation to make payments and it is unacceptable for my credit to be affected by a fault in the Nelnet payment system. Please advise on a course of action to correct this error. Account : XXXX '' I received and automated response to this email which read : Thank you for your email. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). We apologize that we arent able to answer your individual email, but we believe that one of these options may be the fastest way to answer your question : '' Below the phone number that I had already called was listed. Before sending the above email I had spent 3 hours on hold only to be told to send an email to XXXX. I other words, I was being sent in circles from one brach of Customer service to the other with neither willing to help.
Company Response:
State: MA
Zip: 01830
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: Problem with customer service
Consumer Complaint: On XX/XX/2023 at XXXX central time, I called my loan servicer Nelnet to request a change of my payment date from the XXXX of every month to the XXXX of the month. The agent I spoke to processed the request and said that it can take about 3 weeks for it to be fully processed. I requested a confirmation of this request being made but they declined to send one. I called Nelnet on XX/XX/2023 at XXXX Central time, and was finally connected to an agent at about XXXX Central time. I requested an email to confirm that there was a request to change the payment date but they could not provide one. I was advised to email XXXX with my request so that they could send the requested information. When I sent an email to that address, I received an automated email saying that they couldn't respond to my email personally, and to call their customer service back.
Company Response:
State: MO
Zip: 65807
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: Problem with customer service
Consumer Complaint: Tried to begin the repayment process, company only accessible through website. Website only offers an option of payment by accessing checking account through account number and routing number. Tried to call, no one will answer. Tried to communicate through email, no answer. Being given the runaround.
Company Response:
State: TX
Zip: 75243
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: My student loan was transferred to Nelnet recently. Nelnet heavily advertised their auto payment service, so I signed up for it. I logged into may account today and it shows a balance past due, despite being enrolled in auto payment. I waited on hold for 2 hours. The first thing the representative said to me was that I have a balance past due. I let him know I am enrolled in auto payment so how is that possible. He said auto payment takes two days to process AFTER the due date. This is such an odd and inconvenient system. How do they function as a bank with misleading practices? Why did they win the bid for my public loan? Who vetted them?
Company Response:
State: CA
Zip: 95758
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet ( formerly, Great Borrower Lakes ) had transferred all of my ( XXXX ) federal student loans in XX/XX/2023 and received payoff confirmation. Account balance is XXXX and accounts closed ; however, Nelnet still has NOT reported this change to credit bureaus as of XX/XX/2023. Since then, I have paid off a number of loans with the new servicer XXXX in XX/XX/2023. I've made several attempts to reach Nelnet over the phone, email, and portal to resolve their inaccurate credit report. After waiting a reasonable amount of time without a response, I filed disputes with credit bureaus ( attached payoff confirmations, statements, and screenshots ). Nelnet continues to deny the loan balance change and has certified to XXXX ( and other credit bureaus ) that the information is accurate. This results in a false loan balance from Nelnet, who has not updated the credit report since XX/XX/2023.
Company Response:
State: CA
Zip: XXXXX
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: Problem with customer service
Consumer Complaint: My student loan was sold, without my knowledge, to Nelnet from Great Lakes. I have called Nelnet on XX/XX/23 and XX/XX/23. Both calls, waiting over 2 hours for someone to answer the phone. No representative has answered or helped me. I would like to ask a representative questions regarding the status of my loan and discuss other repayment options but can not due to this lack of service and constant neglect. They took my monthly payment and applied interest - making my loan amount grow instead of decrease. I am a hard working mom, with full time daycare as my biggest expense. I am desperately looking for loan forgiveness, an available representative to call me, anything.
Company Response:
State: NC
Zip: 28115
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: COVID federal student loan flexibilities started on XX/XX/XXXX ( see photo with history of flexibilities passed by congress ). At that point, interest was 0 % and student loan payments were suspended. On XX/XX/XXXX I requested to switch my XXXX plan from XXXX to XXXX. I submitted an application with XXXX to get this completed. This application was processed on XX/XX/XXXX. On the same day, I received notice that my student loan interest had capitalized from repayment plan change ( see photo ). So my interest was added to my principal loan balance and effective accrued interest was {$0.00}. I have since applied for XXXX, as I am a physician working for a non-profit organization, and have been since XX/XX/XXXX. On application to XXXX, my loan servicer was switched from Great Lakes to XXXX. This was completed between the timeframe of XX/XX/XXXX ( closed accounts with Great Lakes ) through XX/XX/XXXX at which time I had access to and all accounts with XXXX servicing. On logging in to XXXX to prepare for return of student loan payments, I noticed that I had interest accrued of {$6700.00} ( see photo from XX/XX/XXXX ). At that point, I was in forbearance ( still for XXXX ) with a 0 % interest rate. After noticing this, I reached out for guidance from XXXX, who indicated that in their investigation student loan interest had accrued prior to transfer to their servicing. On discussion with student aid.gov ( 2 complaints/case submissions ), they encouraged me to get details of payments, loan history and interest accrual from XXXX. This was requested and never provided. After I was unsuccessful here, I moved on to submit a complaint with NelNet ( took over all servicing for Great Lakes ). See photos for submission dates - I have not received any response or feedback from them. I also submitted second case with XXXX and have gotten no response.
Company Response:
State: SC
Zip: 29607
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have called dozens of times and waited on hold for over an hour to be told that there is an error and that Nelnet cant get me logged in because my old phone number cant receive a text message for their idiotic 2FA login process ( seriously, what is someone going to do? Login and pay my loan? ) So I get emails saying that loan is past due. They wont give me an account number. They wont give me the payment amount. They wont let me login, and they havent mailed literally anything to me. How am I supposed to pay my bills when I can not access them and the awful company hasnt made an effort to send the bill?
Company Response:
State: FL
Zip: 322XX
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: This account was transferred from another account. Now both accounts are indicated on the credit report. During the national XXXX XXXX, I struggled to make payments to the creditor. I was not able to work and had to file unemployment ( for the first time in my life ). I did fall behind on payments but did catch up on all late payments and have been making on-time payments since that time. I contacted the lender regarding this situation during and after the XXXX, and they indicated that there was nothing they could do. I was working with a corporation at the time that closed all of their XXXX offices nationally during the XXXX.
Company Response:
State: NC
Zip: 27703
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-05
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied in XXXX through the federal government for the safe income driven repayment plan I sent via USPS XXXX and through their website, written and electronic correspondence, and received no contact They have been overcharging me and month two months. This is not commensurate with my filing information or my wage income. I then proceeded last week, apply and resubmit the federal income driven repayment plan under the save provision and Im still being billed an incorrect amount by Nelnet The app is not working, requested electronic assistance and received no relief
Company Response:
State: OK
Zip: 740XX
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A