Date Received: 2023-11-02
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE Plan on XX/XX/XXXX thru the Federal Student Aid website. I received an email from Nelnet on XX/XX/XXXX, saying that they received my application. I did not receive any updates on my application after that. I called the customer service number a number of times beginning mid XXXX. I was finally able to get through on XX/XX/XXXX. I was told I need to upload my tax returns to the Nelnet website for my application to be accepted. There was no contact from them to inform me to do this. When I applied on the FSA website, I selected to have my Tax information linked thru the IRS, but Nelnet did not accept this method I guess. I uploaded my tax information and was told my SAVE application would be processed in 15 days. On XX/XX/XXXX I was sent a message on my account saying I needed to make a payment to be switched from Standard Repayment to the new SAVE plan. However, the letter I received had a blank space under the amount owed and blank space next to the date the payment was owed. I checked my Nelnet account and saw that a {$5.00} Payment was shown as due by XX/XX/08. I made the {$5.00} payment on XX/XX/XXXX. My account now says I have a {$4.00} payment due on XX/XX/08. On XX/XX/XXXX I began to get a Pop-up on my account that said my application was incomplete, pending my payment. I called the customer service and was told that I needed to make a one-time payment on the account before they can switch the plan. I informed her that I already did and she said it didnt take, that I would have to try again. I asked if I could make the payment needed over the phone and was told no. It is now XX/XX/XXXX and then here has been no movement or updates on my application. It continues to say my application is incomplete.
Company Response:
State: IL
Zip: 60804
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: Received bad information about your loan
Consumer Complaint: There are two issues Im having with Nelnet. First being that when I consolidated my loan their system mistakingly put me on the standard repayment plan when it should have been the extended repayment plan. The second being they took my first payment on XX/XX/XXXX when my first payment wasnt schedule until XX/XX/XXXX. They have send multiple emails showing {$0.00} due for XXXX and in my portal it has always shown a XX/XX/XXXX date as the first payment date. In them taking out the payment a month early I was not prepared to pay the {$540.00} out of my account and they ended up taking my car payment money and some of my mortgage payment money that I had in that account that will be taken out in a day or two. I have tried to call them at least 4 times for the consolidation thing and 1 time for the payment with no luck of getting through with hold times of 35 minutes, an hour, an hour and 20 minutes and an hour and 55 minutes today for having to hang up. Ive then tried to email them multiple times to address both issues and just receive back a generic email stating they arent responding to emails right now. With no reasonable way of getting ahold of them I havent been able to resolve anything. I also didnt receive an email notification stating a payment was coming up for the {$540.00} on XX/XX/XXXX or a payment confirmation email after they took it out which I believe is a mandatory thing they have to do as a servicer. It has been nothing but stress after I got transferred to them.
Company Response:
State: AZ
Zip: 85213
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: Need information about your loan balance or loan terms
Consumer Complaint: I was approved for the XXXX plan by Nelnet, but the company has not provided me with the information needed. They continue to ask me to take action to be enrolled, but will not tell me how much I owe under the XXXX plan nor the due date. In the meantime I continue to accrue interest at the standard rate, which is an undue burden according to the Department of Education. Attached is the letter I received on XX/XX/XXXX saying " The one-time Reduced Payment Forbearance payment amount you chose is. The payment is due on. '' Also attached is a screenshot of an alert I get when I log onto Nelnet saying action is needed and to refer to the letter that has incomplete information. Call wait times continue to be too long for my schedule, and none of my emails asking for help from Nelnet have been answered.
Company Response:
State: MN
Zip: 554XX
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: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: My husband and I had to consolidate both my undergraduate, graduate and his graduate student loans in order to make our payments more manageable due to having young children and getting our paychecks once per month. We have loans dating back to XXXX and the loans were Stafford Subsidized/Unsubsidized. Then in XXXX, we had both completed our graduate degrees both while working in education and raising a family. At that time, we realized that our student loan payments would soon be due and they would be due and have to be paid to multiple companies at a higher monthly payment. This was not feasible with our financial situation. Even though we both worked, we had daycare costs as well as other expenses and teacher pay was/is not the best. This was a manageable payment for us and our little family. Nothing ever came up about not being eligible for anything due to us consolidating our loans. The push back then was that we'd be eligible for a certain percentage off the interest rate every so often if we paid our loans on time. There were a couple of times that we have been late on a payment and we were automatically kicked out of the 'program for percentage off the loan ' and had to start the cycle over to make 128 consecutive on time payments. Over 10 years is a long time to not have a slip up or not have loans paid off anyway. My husband and I are both in education and have a combined 43 years of service in public education and can not get any of our loans forgiven due to a spousal consolidation clause of our loans. In talking to multiple representatives at NelNet, we found out that after another company sold to them and then our student loans turned into a commercial loan rather than what was initially borrowed which were unsubsidized/subsidized loans this is where we were misled. We were never told of these changes, nor did we sign off or agree to these changes. I feel that this was deceitful and hinders us from getting the help that we need to try to get this debt paid off before we die. Otherwise we will be paying on these loans until we are long past retirement age. Our original debt was roughly {$100000.00} if memory serves me correctly and we are still coming in at a grand total of {$91000.00} as of today. If we could get a partial amount removed with each of us being granted our PSLF, that would help immensely. We have paid on these loans for close to 20 years and made little to no progress. We have done our due diligence and continued to pay and there is no end in sight with these loans
Company Response:
State: TX
Zip: 790XX
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: Problem with your payment plan
Consumer Complaint: I applied for the SAVE plan for my federal medical school loans back in XXXX. On my Nelnet account, it says that they received this information on XX/XX/2023, however it is 2 months later and it still says that my IDR payment plan is still processing. I have contacted them numerous times to get an update on my situation, but all they say is that there is a backlog and they will send me updates every 10 days, which they have failed to do. This has cost me over {$2000.00} in interest so far that would have been nullified if they had processed my application and put me on the SAVE plan in a timely fashion.
Company Response:
State: CA
Zip: 92555
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the SAVE application through the FSA website as instructed. I approved the IRS form submission for income verification. After about 10 days I called Nelnet on XX/XX/XXXX and was on hold for XXXX hour and XXXX minutes before speaking to a representative. When I did speak with them, I asked what the delay was in processing the application. I was told I needed to submit a recent paystub to verify income. The representative told me a message/email was sent regarding this verification request, but I have not received any sort of notification. Once I submitted my recent paystub through Nelnet 's document portal, I was instructed to pay a {$5.00} transfer fee to be removed from the IBR plan. I have now paid this {$5.00} fee twice, once for {$5.00} on XX/XX/XXXX and another {$4.00} on XX/XX/XXXX. As of today ( XXXX ) I am still getting a popup notification when I login requesting that I must pay another {$5.00} in order to process the SAVE application. Currently my listed repayment amount is {$650.00} due on XX/XX/XXXX. My account is still accruing interest even though it has been assigned " Idr Proc Admin ''. According to the website currently, my " Payments will begin in XXXX, XXXX.Your payment amount will be shown on your statement three weeks before your due date. '' Which is XX/XX/XXXX I have no way to know if the application is currently being processed correctly because of lack of communication, and have no way to reasonably plan what to pay when the due date comes until only XXXX days prior. Which is not enough time if the XXXX estimated payment plan is somehow different from the actual repayment on XX/XX/XXXX. Yet the FSA website is telling me my payment should be around $ XXXX over XXXX month ago.
Company Response:
State: FL
Zip: 34953
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: Prior to the covid student loan payback freeze I had a significant amount of time left on my forbearance with my student with Nelnet, was working at the time having my own XXXX XXXX as a XXXX XXXX XXXX XXXX at the time renting an office, and when XXXX hit I was stuck with a lease, was homeless for a few months, and working anywhere I could get a wi fi connection while not being allowed family, friends, or any public establishment. So here I am working in XXXX XXXX trying to help people suffering from isolation losing money on an office I cant use and working virtually out of my car. I finally get back on my feet with a roof over my head and still paying back not only the rent lost from my prior office/private practice that I lost. I am more than dissatisfied with nelnets minimal communication, not adhering to my request for a breakdown of my forbearance months left, and now all of a sudden acting like its a fresh pay back start after resuming student loan paybacks. Nope that doesnt fly with me and if they continue to ignore my requests these un empathetic individuals will likely face consequences as my grandfather is paying for a full investigation. I have not XXXX XXXX to pay back and some time to get back on feet would be appreciated and I know I have at least XXXX or more months left on my forbearance which has been acknowledged by nelnet and acting like it never existed. Thank you.
Company Response:
State: MA
Zip: 020XX
Submitted Via: Web
Date Sent: 2023-11-09
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: The company keeps rejecting my correctly submitted payments. I tried every week since XX/XX/23. I keep getting a notice stating it was rejected. I have stayed on hold in attempts to call them for hours at a time. Not sure but this seems to be by design and Im fed up!
Company Response:
State: IA
Zip: 50266
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: Received bad information about your loan
Consumer Complaint: Somehow my account with Nelnet had an email address associated with it that was not mine. I spent XXXX hours on hold for them to explain to me they didn't know why it was there. They had no info on who or when it was changed, or how much of my personal data was sent to this email address. This also caused my payment to be late, as the last email I got was inXX/XX/2022 and it was stating that my loan WOULD NOT be sold to Nelnet ( which it later was ). I only found out about it because I heard something on the radio about student loans. The person on the phone also told me to pay the over due amount so it wouldn't get sent to collections - from what I've read online since then, I should not have even had to pay that, let alone the interest and late fee.
Company Response:
State: DC
Zip: 20009
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: Problem with your payment plan
Consumer Complaint: SAVE plan did not lower payments and I can not defer
Company Response:
State: WV
Zip: 26554
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A