Date Received: 2023-11-05
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I filed a short-term forbearance request with Nelnet, my loan service provider. I received an auto-confirmation on the same day that the forbearance was filed and it would take XXXX business days for approval. At that time, on XX/XX/XXXX, I had not been enrolled in their auto-debit system nor did I receive any notification that I would be enrolled. On XX/XX/XXXX, I was granted the forbearance for each of my loans for XXXX months, with payments resuming in XX/XX/XXXX. However, on Friday, XX/XX/XXXX, I checked my online banking account to find that a loan payment had still been taken out. As a result, I logged on to my Nelnet account to find that I had been enrolled in their auto-debit program without my consent nor notice provided. Once seeing this, I unenrolled myself from their auto debit and received an auto confirmation from Nelnet, via email, that this was done. On Sunday, XX/XX/XXXX, I called XXXX, my bank, to file a dispute and provided all the information to the customer representative. On that same day, I sent a complaint, via email, to Nelnet regarding this issue. On XX/XX/XXXX, I sent XXXX 's dispute center each of my loan forbearance notices as well as the email confirming I had unenrolled from their auto debit program. On XX/XX/XXXX, I received a reply back from Nelnet encouraging me to call as the matter may be too " complicated '' to discuss via email. I attempted to call twice on Tuesday, XX/XX/XXXX and received wait time estimates of up to XXXX minutes. Because I work full time, I am unable to wait this long to speak with a representative. On Wednesday, XX/XX/XXXX, XXXX denied my dispute citing the fact that I did not make it within XXXX hours. XXXX did not address my enrollment into Nelnet 's auto-debit program without my consent nor did they address the fact that my forbearance was in effect when the transaction was made. XXXX told me that I need to address this with the merchant, i.e. Nelnet, if I want to any further discussion on this matter ; however, due to my inability to get a customer service representative on the phone at Nelnet, this is not possible.
Company Response:
State: PA
Zip: 18018
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: My loan amount was incorrect. Nelnet had me in the 20 year payment plan, then changed me back to 10 year, which is what I had with Great Lakes. Nelnet never changed the amount back to the 10 year amount. I set up automatic payments to pay the 10 year amount. They increased the amount and they did not take out the autopay for the month of XXXX and put it for XXXX. Also I have been unable to talk to anyone. I have called twice and never able to talk to anyone. On hold for over 1 hour and then get disconnected. I am just trying to do what I am supposed to do. I am going to pay this month. They need to fix this ASAP.
Company Response:
State: CA
Zip: 934XX
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: Received statement on XX/XX/XXXX stating that total due on XX/XX/XXXX was {$260.00}. Received a statement today saying that {$75.00} was due on XXXX XXXX. No payment has been made when I look at nelnet website it says that I owe XXXX and have a {$25.00} late fee.
Company Response:
State: IN
Zip: 46074
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: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have emailed Nelnet 3 times. I am unsure of the first email. But the second one was on XX/XX/2023 and the 3rd email was sent on XX/XX/2023. I have tried calling a few times and on hold for more than an hour. I have also tried to research previous payments and there are non listed on my account. I was currently paying a little over {$300.00} through XXXX and Nelnet is wanting {$610.00}. THAT IS NOT DOABLE WITH MY INCOME! I can not get through, I am not recieving help and I am more than frustrated. My student loans have not decreased in the last 20 years and it's beyond frustrating that I have to deal with a different servicer that apparently lacks competency. Since loans have been postponed for several years, they should be more than prepared to answer any questions and hired/trained more employees to do so
Company Response:
State: AR
Zip: 719XX
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: Called NELNET early XX/XX/XXXX Per STUDENTAID.GOV : - application submitted on XX/XX/XXXX - application review completed on XX/XX/XXXX - application was processed by servicer on XX/XX/XXXX Called NELNET on XX/XX/XXXX and waited on hold for over 2 hours again After business hours someone finally picked up ( about 40 minutes after the " end '' of the stated business hour time frame, thankfully ) : - was told company was not reviewing my application yet- was told to make a {$5.00} payment online ( I actually tried today XX/XX/XXXX and I kept getting error messages )- was told I was very soon coming up for review - was also told if for nothing else the company would end up putting an admin forebearance on my account at some point - no dates for anything ( application review, even though the recorded message said I would be updated every 10 days by mail and processed in 5 days which NONE of that was ever done ; neither the admin forebear ) or timeframe given for anything by representative especially after I said the recording is not what is happening as I had received nothing from NELNET regarding the application STUDENTAID.GOV said it had for over a month at that point Received an email about admin forebear put on by NELNET and see a NEW due date for the FULL payment amount that I already told NELNET repeatedly I CAN NOT PAY as it was an amount that was XXXX of my total income last year XXXX and XXXX of my total income that I was on track of receiving in XXXX and NO INFORMATION ABOUT MY IDR/SAVE APPLICATION AGAIN EVER GIVEN TO ME BY NELNET EITHER IN WRITTING OR AUTOMATED SYSTEM MESSAGE. I tried making a payment online today of {$5.00} ( never requested in writing by NELNET either, rep on phone suggested I do it ) and I received multiple error messages. I verified all my contact information again on NELNET.COM as well as STUDENTAID.GOV and ALL are correct. I never recieved any communication regarding my IDR/SAVE application and that is in conflict with STUDENTAID.GOV and the recording on NELNET customer service phone line at XXXX which ALSO only would auto system " no deferment or forebearance applications open '' and " goodbye '' ( then the phone hung-up ) with NO option to hear if NELNET IS EVEN PROCESSING MY IDR/SAVE APPLICATION STUDENTAID.GOV SAID NELNET PROCESSED ALREADY Given NELNET does NOT actually service and timely respond, I need this resolved ASAP as I can not afford to have this go unresolved, uncommunicated, and force multi-hour phone calls that do not resolve anything because the company isn't even mailing correspondence or having options on its phone for IDR plan STATUS updates ( when STUDENTAID.GOV SAYS THE COMPANY PROCESSED IT ALREADY -- - THAT IS A FLAT OUT LIE THE GOV'T WAS FED BY NELNET and apparently my local [ federal gov't ] representative doesn't have the time to acknowledge I contacted her office about this train wreck of a situation and company contracted to service these FEDERAL student loans [ apparently she is more concerned about citizenship for her XXXXXXXX XXXX ] ) *I had a different servicer but I am with NELNET now that my previous servicer 's accounts were transferred to it, and now I have to deal with it's fun times of no communication and gaslighting recording that is NOT what the company is doing and is violating what it has with the government to service these contracts
Company Response:
State: IL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I consolidated my loans back in XXXX. I was not placed on the XXXX plan as requested. I had to call 3 times to find out why and was told repeatedly that is the plan I requested and I should be on it. Then it turned out I needed to submit more information ( that I already submitted when I consolidated ) so I did that. While in this process I asked for all documentation related to my loans and my consolidation- they did not send me what I requested. My payment amount came out to be about $ XXXX nowhere near what student aid states it should be for the XXXX plan. Student aid says my payment should be between {$400.00} and $ XXXX that is calculated with higher income than Nelnet is using. I called again. Nelnet stated that the amount was wrong and I needed to submit a new application. They could not do it online. I had to fill out a paper application and upload it. Once I was moved to SAVE, they told me my payment would be {$1200.00}. Again SIGNIFICANTLY higher that student aid. I am now in a forbearance collecting {$40.00} a day in interest. I can not afford the {$1200.00} a month payment- I work in public service and have XXXX kids.
Company Response:
State: WA
Zip: 98258
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: Received bad information about your loan
Consumer Complaint: Nelnet has had my SAVE application for months. It has not processed. I have not been updated on anything. I needed the application to go through in order to get an updated mortgage letter from Nelnet in order to close on a house. After six weeks of waiting, the sellers walked and my financing was denied. I cant buy a house until Nelnet approves my application, which I submitted over two months ago. This has placed great strain on my living situation.
Company Response:
State: NY
Zip: 10462
Submitted Via: Web
Date Sent: 2023-11-04
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 XXXX loans were in default and I spent years trying to set up a plan to rehab them. XX/XX/XXXX I finally entered a repayment plan. {$0.00} payments were to count towards on time payments needed for 9 months and then transferred out of default. While buying a house they showed up and I checked and found they were still in default incorrectly. Default resolution group said they didnt transfer and I enrolled in fresh start. My mains were transferred out of default to Nelnet XX/XX/XXXX. XX/XX/XXXX I emailed nelnet asking for my login, loan balances, loan status, payment amounts. XX/XX/XXXX I spent hours on hold trying to get a login and my requested info. Nelnet said they do not have an account for me whatsoever. The same day I made multiple calls, emailed Fed Aid, and they all said that nelnet has my loan and this is the only place I can get that info. I submitted a complaint to fed loan and recieved email responses from fed aid indicating that my loan servicer is dev resolution and to call them for the info but Im the phone they and debt resolution said nelnet has my info. The debt resolution XXXX site shows my loans transferred out XX/XX/XXXX, the fed aid site shows them in default still. I received a letter XXXX dated XX/XX/XXXX stating my loans are out of default and to nelnet. Ive submitted multiple complaints, called, emailed, messaged, and still no one has my information. I reached to XXXX XXXX office who as of XXXX is assisting me and filed a complaint. I have filed a complaint at whitehouse.gov. XXXX. I am going to lose my house because of this and all I need is my loan amounts, loan status, and payment amounts from Nelnet. I close on a house XXXX and have at this point spent years trying to correct my XXXX loans and now a week just trying to get my information verified and this is preventing me from closing on a house. PLEASE PLEASE PLEASE HELP ME!
Company Response:
State: MD
Zip: 21015
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Getting the loan
Subissue:
Consumer Complaint: Hello, I took out a personal loan with firstmark in the amount of {$29000.00}. When I ran into some financial difficulty, I contacted the company and was directed to go to XXXX XXXX XXXX I told Firstmark I didn't take out a student loan, so I was unable to complete this form to request help. They told me the personal loan I took out was actually a student loan. I am wondering how it could be legal for a company to claim that the loan they gave me was a student loan, not a personal loan. I haven't been in school since XXXX. I wasn't asked for, nor did I provide, any information ( name of school/graduation date/etc ), so I don't know how this is considered a student loan. Was I given this loan under false pretenses, and if so, is it still binding? I was able to secure a 3 month forbearance on the loan, but I'm now questioning the whole thing. I'm not sure the company will give me a straight answer, since I questioned them and was just told " this is a student loan ''. Please let me know if this is legal, and if not, what are my options. Thank you so much, XXXX XXXX
Company Response:
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
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 student loans were with Nelnet for many years. This year I applied for XXXX forgiveness and was granted it. Nelnet Transferred my loans to XXXX as part of this process in XXXX of 2023. My credit reports, after forgiveness, still show a balance on the NELNET loans of more than XXXX. XXXX is reporting, correctly, that these loans have a XXXX balance. I have disputed this through the XXXX bureaus. On the very first dispute, the wrong information was removed by XXXX, but both XXXX and XXXX state that the information is verified as correct by the Dept of Ed/Nelnet XXXX I disputed two more times with documentation, and continue to get the same response with no change to my reported balance. I have sent faxed copies of all of this, as outlined on their web site, to Nelnet. After over a month I sent it to them again. Weeks later I uploaded it directly on their site ( as instructed on their site ). As of today I have received no correspondence from Nelnet. The documentation I provided was the disputes themselves, Letters from both XXXX and Nelnet saying that the transfer and subsequent loan forgiveness happened, and screenshots from the studentaid.gov website showing a XXXX balance. I also sent them a copy of my NLDS text file. It is beyond frustrating that they keep " Verifying '' wrong information, and worse that I can not get a response from them. I also filled out a feedback complaint on studentaid.gov, and have not gotten a response to it either, after more than XXXX weeks. Can I sue Nelnet or the department of Education under FCPA? Maybe others are having this issue and we can launch a class-action lawsuit? Please help me resolve this matter as soon as possible, as it is a huge hit to the ratios on my credit, which negatively affects both my score and my purchasing power.
Company Response:
State: TN
Zip: 373XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A