Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for XXXX plan in XXXX. Nelnet would not give me any updates on my XXXX plan application and i have called XXXX so many times. I told them before my due date of XX/XX/XXXX that there is nothing on a status update. They told me it would have been processed for my XXXX plan witihn 30 days of XX/XX/XXXX. it was not and i had to request forebearance because they would not process my application. My appllication was approved on XX/XX/XXXX. I have multiple screenshots of XXXX hour hold times.
Company Response:
State: TN
Zip: 38104
Submitted Via: Web
Date Sent: 2023-11-02
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: Can't get other flexible options for repaying your loan
Consumer Complaint: I applied for the save plan in XXXX and it was received. They asked for my pay stubs I sent them at the beginning of XXXX. I have gotten 3 different emails over the month saying I need to submit my pay stubs yet every time I call they say they have them. I submitted them on the website. I was put in forbearance in XXXX while they review my application, less than a week later my payment went from {$300.00} to {$2100.00}. When I called and asked why this happened the customer service rep told me she didnt know but I had to consolidate all my loans in order to qualify for the save plan. I called back because it didnt sound right and the next rep told me this is untrue. Thank god I didnt do it. Everytime I call they tell me my application is processing, but I get no updates and it is never completed when the rep says it is. I have been getting wrong information at every turn and it is very frustrating.
Company Response:
State: CA
Zip: 90047
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 paid off my student loans in full on XX/XX/XXXX. The payment processed on XX/XX/XXXX. I realized that I accidentally overpaid by {$10000.00}, because the payoff calculator on Nelnet 's website I used to determine my final payment didn't take into account a payment I had pending. I emailed XXXX on XX/XX/XXXX and XX/XX/XXXX requesting help and provided my loan number and details about my case and got no reply. I used the website customer service form on XX/XX/XXXX to request assistance and got an automated reply asking me to call the hotline on XXXX. On XX/XX/XXXX, I received an email in response to something ( I'm not sure what ) asking me to explain my situation if my issue hadn't been resolved, which I did, and received zero response. I called Nelnet repeatedly the week I made the payment, and finally spoke to a customer service representative within a week of making the payment. I was on hold for at least an hour before speaking to the rep. That representative told me he would escalate my issue to management. I received no follow up. I called again in XXXX and spoke to a billing agent, who told me refunds take 4-8 weeks, which is totally unacceptable. I told her I can't wait months to be refunded {$10000.00}, and she told me there's nothing that can be done about it. It's been approximately 8 weeks and I haven't heard anything about my refund -- Nelnet should not be allowed to keep refunds for months!
Company Response:
State: GA
Zip: 30324
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 dealing with Nelnet not properly handling my payments and costing me money in the process. Their customer service is virtually impossible to get a hold of, I've waited on hold for more than an hour and did not get through. I will describe the specifics of my problem below : My first debt payments were due on XX/XX/ and I set up auto-debit on XX/XX/. My total loan amount was {$80000.00}. I was slated to make a payment of ~ {$950.00}. Because Nelnet didn't process my payment, my loan amount due is now {$81000.00} - due to their negligence and inefficiency, my loans have grown roughly {$310.00}. Also, my {$950.00} a month payment is steep for me, so I requested a lower payment amount on XX/XX/. Their website says it takes 2 business days to process the request- it is now XXXX XXXX XXXX, and it was never processed. I'm greatly concerned that I have such a substantial amount of debt being managed by Nelnet.
Company Response:
State: OH
Zip: 45230
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: XX/XX/2023. On XX/XX/XXXX i made a payment to my balance and assumed the payment would go to principal since the payment due date is not until XXXX XXXX however, the payment of {$500.00} was paid directly to all the interest. I see that this is a problem and loans will be very difficult to pay off if payments made on the account will go to interest first.
Company Response:
State: CA
Zip: 93722
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: In the summer Great Lakes Loan service ended their company? And transfer every to Nelnet XXXX XXXX. I've been emailing Nelnet on their forms online, letting them know that I can NOT make a large amount of payments each month ( over {$300.00} ). They have either ignored me or denied me or both. Which I don't know why. I did a lot of forms for forbearance and/or low payments on FAFSA/Student gov XXXX. And yet Nelnet is not helping me. I'm a single mom with XXXX kids, and receive no child support ; I'm the only income coming in my household. I desperately need help with lowering my payments or putting them on freeze. Because I do not need my wages garnished in any way. Please help. XXXX : XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX
Company Response:
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-02
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: Trouble with how payments are being handled
Consumer Complaint: Nelnet has notified me that my account is past due yet I have not yet received a mailed statement for that account. I have emailed Nelnet at least four times but have not received a response. Im assuming that interest is accruing but they will not send a statement.
Company Response:
State: NY
Zip: 141XX
Submitted Via: Web
Date Sent: 2023-11-02
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: Trouble with how payments are being handled
Consumer Complaint: I requested a switch to the SAVE plan in XXXX, XXXX, and filled out the requisite form on Nelnet 's website. I have not received any updates or correspondence from them since. Three weeks ago, I logged into my account at Nelnet and saw a notice ( attached below ) that they can not process my application unless I pay a fee. However, they do not state the amount owed or provide a means to pay this mystery fee. The notice says I should have received something by mail or email re : the amount due and how to pay it, but I have never received anything from them. I emailed Nelnet two weeks ago and requested clarification on this issue, but never received a response. Attempts to reach them by phone have proved futile due to hold times in excess of four hours with no call-back option. Presently, the Nelnet site says I don't have any payment obligation until XX/XX/XXXX, but that makes no sense. It says I have {$0.00} at this time despite the notification to the contrary ( the mystery fee ). According to posts on XXXX XXXX interest may be accruing during this time, yet I have no idea what amount I need to pay to cover my interest each month.
Company Response:
State: GA
Zip: 30114
Submitted Via: Web
Date Sent: 2023-11-02
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: Problem with customer service
Consumer Complaint: My student loan payment is due today, XX/XX/23 with Nelnet after recently being tansferred from Great Lakes. I logged in online to make the payment and the website informed me that the payment would not be made until XX/XX/23 because it was roughly XXXX XXXX EST ... apparently the cut off is XXXX XXXX EST. I then called to see if I could make the payment via phone, but there is a XXXX Minute wait time to speak with someone. I made the payment via their IVR/Automated system . The system told me the payment would be in effect for XX/XX/23. the email confirmation states the payment effective date will be XX/XX/23. I do not yest know if this will be considered a late payment as I am still on hold ( XXXX Minutes ) trying to speak with someone. How can a loan servicer be allowed to have XXXX Minute wait times? Secondly, there is no information found online regarding if this payment will be considered late.
Company Response:
State: WI
Zip: 53207
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans were transferred to XXXX from Nelnet as part of my public service loan forgiveness. The loans were successfully transferred but upon transfer resulted in duplicate reports on my credit report. The same loans appear on my credit report for both Nelnet and XXXX. Essentially doubling the debt owed. Dispute was opened with XXXX but was not settled satisfactorily. Nelnet account shows balance as XXXX however they continue to report the prior balance to the credit bureaus. Loans have long been transferred to XXXX and forgiven and still appear. Dispute did not result in accurate reporting. XXXX was provided statement showing XXXX balance and dept of education statement reflecting XXXX. Nelnet provided outdated information.
Company Response:
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A