Date Received: 2023-11-03
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I applied for the SAVE program a while back when my husband was still employed. Since then, he lost his job and our situation has changed. I tried to see if I could get a deferment or forbearance for a little while, but their " change in household '' option doesn't mention anything about your spouse losing employment and only focuses on you. You can only choose the options they have listed and I went through all of them and don't qualify, but they said a repayment option is {$500.00} a month, what the heck. And I don't " qualify '' for a forbearance. I've been paying off my loans for over 15 years, and I know what a forbearance means and if I want to accrue interest while my husband looks for a job, I feel it should be our choice to. The options are so inflexible. Never mind that I never got a statement from NELNET, never heard anything about if my SAVE application was approved. Trying to get a hold of them is impossible. The lack of communication is maddening.
Company Response:
State: MO
Zip: 63116
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for an Income Driven Repayment plan in XXXX on XXXX, the site ran by the Education Department and which transmits the applications to borrowers assigned servicers. My servicer is Nelnet. I was approved on studentaid.gov for the new SAVE plan, which subsidizes any difference between your monthly payment, as determined by the borrowers IDR plan, and the monthly accrued interest ( in the event that the interest is greater than the payment ). Nelnet has failed to approve my application. No one at the company can tell me when it will be approved. No one Ive talked to, after having to wait on hold for hours every time, seems to know ANYTHING about when this might start getting fixed. Meanwhile, interest started accruing again in XXXX. So far I have accumulated about {$2000.00} in interest. I AM UNABLE TO MAKE A PAYMENT ON THE SAVE PLAN BECAUSE NELNET HAS FAILED TO PROCESS MY APPLICATION, MEANING NONE OF MY INTEREST IS BEING SUBSIDIZED. Moreover, Nelnet put me on an administrative forbearanceDURING WHICH INTEREST STILL ACCRUESwithout my asking. So I have no payment due, meaning no payment to chalk up towards my interest, the difference between which is supposed to be being subsidized. So, Nelnet is effectively holding me over a barrel while I rack up interest because of their incompetence. I am financially bleeding profusely and its all Nelnets fault. Their actions are illegal and I will be suing if this isnt resolved.
Company Response:
State: VA
Zip: 23220
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: So I am currently on the SAVE Plan I was moved over from Great Lakes to Nelnet and I was advised that under the Save Plan as long as Im making my monthly payment that my balance would not increase but Im noticing that it is increasing even after I make my payment and I spoke with them and they told me that the interest was going to increase anyway regardless of the payment I made and it starting to grow so I am reporting that Nelnet is purposing growing my balance even after I am making payment on this Save Plan
Company Response:
State: SC
Zip: 29045
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have made attempts to pay my statement balance. The first time I scheduled the amount to be debited from my checking account on a specific date. The payment appeared to be processed on Nelnets end and my account had reflected a payment made on the date I specified. A week later I received a letter from Nelnet that the payment had been canceled. I made a second attempt to pay my statement balance after confirming with my bank I had the accurate information listed. Again, the payment appeared to have been processed on Nelnets end and reflected the updated information as if they received and processed the payment. A week later I received the same letter saying the payment was canceled, and my account reverted back to the previous status as if no payment was ever made. I reached out to my bank and they verified that there were no transactions from Nelnet or Dept of Education and all of my account information was accurate. I reached out to Nelnet and waited on hold for 2 hours before being on hold with support on and off for 3 additional hours. At first they told me there was no bank information on file, then they said it was because Nelnet couldnt find the bank account. I have confirmed that the account information is correct and is the same account I use to pay all of my other bills with absolutely no issues. Nelnet kept insisting that this issue was with my bank. My fianc who has a different bank has had the same issue when he has tried to make payments on his Nelnet account. Which leads me to believe this is an issue on Nelnets end that they refuse to acknowledge or investigate. When I asked for evidence I could provide my bank with that Nelnet had indeed tried to deduct payments from my account, they said sure we will email you in 2-3 weeks since they are backed up right now. My due date will have come and passed by then. If I can not provide my bank with evidence that there may be an issue on their end, how am I supposed to resolve the issue? I asked what they wanted me to do in the meantime as I did not want another administrative forbearance applied to my account. Since one had already been placed on as it took a month to process my request to move me from IBR to the graduated extended repayment plan. They said they will push back my due date to the end of the month, but that would take 2-3 days to update. It has been 4 days and still my account reflects my original due date. I will be traveling next week and will not have the flexibility to mail a check, should they not update my due date in time. Im not even sure I would trust Nelnet to collect a check and properly apply it to my account. I do not feel it is fair to be penalized for Nelnets incompetence. I have made the attempt to contact them multiple times, and tried to make payments. I am unable to set up auto pay with Nelnet, which also excludes me from being able to take advantage of the small .25 % interest reduction. I have a full time job, and can not afford to sit on hold 5 hours a day in hopes that Nelnet can resolve my issues.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am being charged almost XXXX dollars in INTEREST alone, per month after they put me in admin forbearance because they are still working on my repayment plan which I submitted months ago! When I call, I am constantly on hold for up to an hour before a representative pick up and every answer I received is " we are still working on it, contact us in 10 days ''. They are purposefully delaying the process in order to accumulate and compound XXXX dollars of interest per month!!!!! They are clearly dragging there feat to avoid the following policy of the SAVE Plan : " Outstanding interest is eliminated each month. Any interest you didnt pay was compounded back into your loan under the IBR plans, resulting in many people owing substantially more than they borrowed, even while making their assigned payments. That wont happen under SAVE since interest beyond the portion included in your payment no longer accumulates. ''
Company Response:
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Student loans are reflecting a negative effect on my credit report which gives other companies the opportunity to be biased based on negative marks on my credit report. To my understanding I am protected by law and companies can not use any potential negative credit reports that may be used against me and this is hurting my credit when I try and take out a mortgage giving the lenders an opportunity to become biased which is unlawful. I want the dept of education off my credit report immediately, and also any addresses that are not my current address which is XXXX XXXX XXXX XXXX XXXX XXXX Michigan XXXX. I am looking to buy a house and I do not need any negative inquiries that may hurt me such as the ones I spoke about above.
Company Response:
State: MI
Zip: 48187
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Nelnet took {$200.00} on XX/XX/23 from my account after my loan was transferred to a new servicer and has not responded to my messages. The {$200.00} was not transferred to my new servicer or given back to me.
Company Response:
State: NE
Zip: 680XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Amount applied to group XXXX - {$4500.00} ( Total payments according to records from XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX, and XXXX ) > doesnt add up to the principal loan balance {$1000.00} {$80.00} Both payments are not shown as credited or posted payments XXXX reported that the original loan amount was {$33000.00} and it is actually {$20000.00}. No one can explain this discrepancy. XX/XX/XXXX I spent 3 hours on the phone with Nelnet on XX/XX/XXXX seeking help regarding two payments that have yet to be posted to my account. These payments are worth over {$1000.00} and were disbursed from my bank account to Nelnet ( one payment was disbursed on XX/XX/XXXX and the other on XX/XX/XXXX ). Yet, no one can tell me where the money has gone and why I do not see it reflected on my loan group that it was paid directly to. The supervisor I spoke to was just as confused as I was and could not understand why the payments were not reflected as a payment or a credit towards the original loan amount. There was also a $ XXXX discrepancy of the original loan amount. The original loan amount is less than {$21000.00} and the supervisor was trying to tell me that the original amount was {$33000.00}. The supervisor told me that she would look into this issue and call me back directly on XX/XX/XXXX or XX/XX/XXXX by the latest. It is XX/XX/XXXX and I have yet to hear from anyone. I have currently been on hold for 2 hours and 30 minutes with Nelnet and have not spoken to a single representative yet. The highest-level supervisor needs to contact me immediately. These payments were authorized and disbursed to the Department of Education/Nelnet who is now legally liable for that money. I will not hesitate to take legal action if this issue is not resolved. I have additionally gone on to identify discrepancies with the documentation of previous payments showing that payments made to one particular loan group are far greater than the remaining principal balance, indicating either incorrect documentation of payments or incorrect documentation of the outstanding principal balance. My payment history on Nelnet shows that they documented {$4500.00} paid to the principal balance of one single loan group ( XXXX ) since XXXX, yet that original loan amount was {$20000.00} and the principal balance has only dropped to {$17000.00} as opposed to {$16000.00} which it would be had that amount of money actually been credited to the loan group. This means that almost {$2200.00} is unaccounted for via Nelnet and the Department of Education. I have additional documentation of payment disbursements, loan amounts, and payment history with Nelnet but I was only able to upload 5 documents. XX/XX/XXXX I have now spent a total of more than 13.5 hours on the phone trying to have these discrepancies resolved. I have spoken to supervisors XXXX, XXXX XXXX, and XXXX. I was told that I would receive a call back from XXXX on XX/XX/XXXX or XX/XX/XXXX at the latest and did not receive a call back until XX/XX/XXXX. I was told I would receive a call back from XXXX in a few days after XX/XX/XXXX and have not received a returned phone call form her yet. I was told by XXXX that it is acceptable to be told that my funds that the company has had a hold of since XX/XX/XXXX and XX/XX/XXXX have not yet been applied to my loan because they are backed up and dont have the man power to return phone calls or process requests. I was told by XXXX on XX/XX/XXXX that the missing {$1000.00} payment was located but it has yet to be applied to my loan. No one has yet located the {$80.00} payment from XX/XX/XXXX. It was incorrectly documented that the principal loan balance of XXXX is off due to the missing payments. The principal loan balance is off based on payments made from XXXX. No one can explain the discrepancy in the original loan amount either. XXXX I have now exceeded 16 hours in phone calls to get resolutions/return phone calls for urgent matters/seek updates. A voicemail was left to call back because there was good news. I spoke with XXXX who asked me for the supervisors last names ( XXXX and XXXX ) although I only have XXXX last name because she told me they can not give out that information. XXXX told me that the {$1000.00} payment to loan group XXXX was located and applied. Yet, this is not reflected anywhere in my account. Even if the payment is still processing, there is no record of the payment in my payment history that shows it is processing. XXXX then tried to reach XXXX and XXXX again. XXXX could not reach either of them and asked if I wanted to be transferred to a different supervisor. I told XXXX that I did not want to start over and re-explain everything to another supervisor for the XXXX time. I asked XXXX to have XXXX or XXXX return my phone call. XXXX told me that they do not return phone calls and I told her that is not true because I have previously received call backs from both XXXX and XXXX. XXXX became flustered and again told me that they dont typically return phone calls but she can see that there were returned phone calls in the note. I also asked XXXX what updates there are regarding the other issues and account discrepancies. XXXX asked what issues/discrepancies. I asked XXXX to read the notes, XXXX stated that she had read the note. I told XXXX that there is another missing payment, issues with the principal balance of the loan and original loan amount. I told XXXX that the last person I spoke with read all of these discrepancies off of the notes to me. XXXX told me that she must have missed these when reading the notes because there are so many notes to read. At XXXX point I told XXXX to pass me along to a supervisor if she was not capable of handling the situation. XXXX was offended and told me she was capable. XXXX was not able to find any substantial information. XXXX told me that it would be helpful if I was willing to help her. I told XXXX that it would be helpful if they could help me as the consumer/customer that is being serviced. I asked XXXX what the point is of keeping all of these notes if people do not read them and I have to reiterate the same thing on every phone call. XXXX returned from hold at XXXX point to apologize for taking frustrations out on me. I am still on hold for a supervisor. I have requested the supervisors, supervisor because the past XXXX supervisors have been unable to resolve my situation. XXXX told me that she could not give me that information. I have also requested all records pertaining to my loans beyond payment history so that I can see every change in every loan amount. XXXX reported that she put in a request for these records. I also requested a copy of their notes on these issues for my own records. XXXX told me she would ask supervisor if it is possible to do so and I said XXXX sure that is part of my rights as a customer to see those records and make sure things are properly documented. XXXX was also unaware of who the CFO is of the company. Call dates : XX/XX/XXXX XXXX XXXX hours XX/XX/XXXX - XXXX hours XX/XX/XXXX - XXXX hours XX/XX/XXXX - XXXX minutes XXXX - attempted to return XXXX missed call from XXXX XXXX at XXXXXXXX XXXX but the phone line closed at XXXX XXXX XXXXXXXX - XXXX XXXX hours and counting I submitted complaints via Nelnet.com and the Federal Student Aid website but have yet to hear back from either.
Company Response:
State: MA
Zip: 021XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have disputed my Dept of Ed / NelNet Student loan but its still reporting on all 3 credit Bureau and they have not removed this student loan from my credit report, Personal Information : XXXX XXXX XXXX : XX/XX/XXXX Address : XXXX XXXX XXXX XXXX Fl XXXX, XXXX : XXXX Name of company that reported the item youre disputing and the partial account number ( from your credit report ) Account Information : DEPT OF ED / NELNET XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX Phone : ( XXXX ) XXXX Date Opened : XX/XX/XXXX Responsibility : Individual Account Account Type : Installment Account Loan Type : STUDENT LOAN Date Updated : XX/XX/XXXX Payment Received : {$0.00} Last Payment Made XX/XX/XXXX Pay Status Current ; Paid or Paying as Agreed Terms {$0.00} per month, paid Monthly for 240 months High Balance ( Hist. ) High balance of {$66000.00} from XX/XX/XXXX to XX/XX/XXXX Reason for your dispute : XXXX in Bankruptcy Any corrections to your personal information ( address, phone number, etc. ) Name change : XXXX XXXX ( please remove XXXX ) XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, GA XXXX Phone numbers : ( XXXX ) XXXX Website : XXXX XXXX Mailing address : XXXX XXXX XXXX XXXX XXXX, TX XXXX XXXX number : ( XXXX ) XXXX Website : XXXX XXXXXXXX Mailing address : XXXX Consumer XXXX XXXX XXXX XXXX XXXX, PA XXXX XXXX number : ( XXXX ) XXXX Website : XXXX
Company Response:
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2023-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: On XX/XX/XXXX I submitted an Income Repayment Plan/SAVEs application as student loan interest and repayments were about to start in XXXX. I submitted the application with all pertinent documentation. After a couple of weeks went by with no information, I contacted them via phone and the agent told me that the applications were being processed and they were very behind. I then received periodic emails stating that my application was in queue and another message stating that my application was put into forbearance and saw that almost {$500.00} in interest was added to the loan balance. After reading a few online forums in which several borrowers were stating that Nelnet wasn't properly communicating what was going on, I ended up calling again on XX/XX/XXXX to find out there was something manually that needed to be processed. So after waiting two hours to get ahold of someone, it was supposedly processed and the guy told me to give it a XXXX days for processing. After not receiving any information, I decided to contact them again on XX/XX/XXXX and was told by the woman I spoke to that they were processing applications for accounts that were past due and that it was taking them longer to get to the others. I explained to her that I was accruing almost {$500.00} a month in interest and would eventually be more since it is compounding. She put me on hold for quite some time waiting for a processer to become available and she finally said they were able to get everything approved and " pushed through ''. Today, XXXX, I get another almost {$500.00} in interest and my account online still shows some administrative hold. Because of their lack of staffing or properly processing documents, my account balance has gone up {$930.00} and there's supposedly nothing I can do about that. I can not spend hours on the phone trying to get ahold of someone nor are they properly communicating with borrowers when something is missing or needed. They just arbitrarily put people on forbearance that is making balances balloon.
Company Response:
State: NV
Zip: 89178
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A