Date Received: 2023-11-02
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet cashed the check but won't credit my account. Amount of {$2000.00}. They just email asking for past amount and interest. I called and waited an hour and a half with no answer. Emailed three times with no answer.
Company Response:
State: IN
Zip: 468XX
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: I have contacted my loan borrower quite a few times to get an answer on why my payment of {$9600.00} on XX/XX/XXXX is not reflecting on my balance. Only {$3100.00} was processed for the payment. Attempts of calls with long waits ( wait time was estimated to be less according to the automated machine system ) : XX/XX/XXXX XXXX ; waited XXXX minutes XX/XX/XXXX XXXX ; waited XXXX hour and XXXX minutes XX/XX/XXXX XXXX, waiting for XXXX minutes and told to enter the option to get a call back XX/XX/XXXX XXXX ; I emailed them to their written request email XX/XX/XXXX XXXX ; got the call back, talked to a woman ( call was XXXX minutes ), and she did not have an answer for me but did submit a request XX/XX/XXXX received a submission request confirmation email and to wait XXXX days to get to me XX/XX/XXXX I replied back to that submission request email I had received on XX/XX/XXXX because the timeframe stated was past due and I would like to resolve this issue XX/XX/XXXX I made three calls ( XXXX, XXXX and XXXX ), I would dial my selection to be able to speak to a representative but all of the calls would dropped until the last XXXX stated the center was closed. Their hours are Eastern time and I am on the XXXX time, their website states they closed at XXXX, which the center should have been open at the time I called. XX/XX/XXXX XXXX, was able to speak to a representative, XXXX XXXX after waiting for XXXX hours. She did speak to high supervisors concern my issue and then mentioned the payment does show up on their system, yet due to being a big amount of payment they were doing a deeper investigation on it. Did not give an estimated time on how long this can take.
Company Response:
State: CA
Zip: 93004
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: All three credit bureaus XXXX XXXX XXXX XXXX are showing my Student loans with balances in which my loans has been paid in full. This adverse information is harming my credit report with this inaccurate information reporting.
Company Response:
State: GA
Zip: 30152
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: I requested a refund of loan payments made during the XXXX loan forbearance period ( between XX/XX/XXXX, until XXXX XXXX, XXXX ), payments which did not go towards my XXXX XXXX Forgiveness status. This amount was for around {$20000.00}. The request was made in XX/XX/XXXX over the phone with a live representative. It is now XX/XX/XXXX and have not seen any proof of refund to my bank accounts, nor did I receive any proof that the refund went through. I also had to move my loan to XXXX for their student loan forgiveness program, only to still have {$900.00} still remaining on my NELNET account, which is still gaining interest. There should be nothing in NELNET at this time. I have emailed Nelnet multiple times with no response. I have also called Nelnet multiple times throughout the week only to be on hold for XXXX to XXXX hours or more before the system hung me up or the office was closed before I talked to anyone.
Company Response:
State: CA
Zip: 926XX
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: unable to contact customer service for SAVE IDR due to excessive wait times.
Company Response:
State: FL
Zip: 32819
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XX/XX/2023 - Submitted IDR/SAVE plan request through XXXX XX/XX/2023 - XXXX to Nelnet customer service after almost two-hour wait. XXXX advised that my monthly payment would be XXXX higher with the save plan than the standard plan that I am currently on. Verbally requested to withdraw application. XXXX acknowledged and added a note to my account. XX/XX/2023 - Email and phone conversation with Nelnet customer service. Another two-hour wait. Requested monthly statement and asked why one was not sent - my loans are accruing interest and various payments have been made the my account. XX/XX/2023 - Email and phone conversation with Nelnet customer service. My loan Status recently changed to XXXX XXXX XXXX. What does this mean? XXXX acknowledge that I had previously requested to withdraw save application. XXXX advised that she submitted form to another department to cancel administrative forbearance. XX/XX/2023 - Account is still in XXXX XXXX XXXX status. No statement has been provided since XX/XX/2023. Payment is due on XX/XX/2023.
Company Response:
State: FL
Zip: 33076
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XXXX XXXX, received a letter with an account number ( XXXX ) on it indicating I can apply for XXXX XXXX XXXX. I had my student loans for when I attended and graduated through NelNet. I paid my loans off around XXXX ( not sure exactly but it has been a long time ). I attempted to call them on XX/XX/XXXX and was on hold for an hour and XXXX minutes and couldn't get through. The automated message was to try and use the automated services, but when I put in my information there is no record of my account. After that long being on hold I waited until XXXX XXXX to try and call again. The automation again said no record and that there was an XXXX min wait, then that XXXX min became XXXX minutes. After being on hold for over XXXX minutes, this company doesn't seem to answer or give correct information. I am concerned that there are now student loans out there for me since I am getting an application to discharge it, why else would they send me something regarding loans that were paid off over 10 years ago. Now I fear that I am going to have to go through for fraud/identity theft. There letter states they are here to help, but not really. After trying to get a hold of them for almost XXXX hours, I am no further along than I was prior, except now more aggravated. I want to know why I received such a letter, with an application to discharge a debt that has been paid off for ages. If they say I don't have an account ( which the automation does ), then this is a misrepresentation and deceptive practice to send a letter indicating I can have something discharged that doesn't even exist, why else would a company spend all this money mailing documents/letters on items that are paid off, most businesses are there to make money, and there is no money to be made, nor a regulatory requirement to send something like this on a paid off account, which leads me to believe there is some sort of fraud involved. If they say I don't have an account, then please provide a legitimate reason ( s ) for sending me this information.
Company Response:
State: NY
Zip: 14206
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: since my account was transferred from mygreatkakes to telnet, none of the three payments I have submitted have been applied. the balance changed on the account home, which I recorded in my monthly budget, but apparently that was inaccurate. Looking back, my bank statements also don't have record of withdrawal. In the Nelnet website, they have messages after every submission I made that they need me to resubmit. I do not trust them with my banking information. I unfortunately do not have screenshot of my principal changing on their website, but I have my budget. I recorded XXXX as my principal remaining the morning of XX/XX/31, and this morning received an email that my auto debit was returned. Right now I have multiples of my auto debit amount in my account in my account.
Company Response:
State: IL
Zip: 60640
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The customer service department can not give me a reason my balance is not updating and lie to get you off the phone. I showed a payment due not until XX/XX/XXXX of XXXX but I went ahead and made a payment of XXXX on XX/XX/XXXX. On XX/XX/XXXX I saw a payment due of XXXX on XX/XX/XXXX so I made a payment of XXXX. Then I went on the website 2 days later and it said I now owe a payment of XXXX due on XX/XX/XXXX. I called customer service after waiting almost 2 hours on hold and they had no explanation but I said so if I make a payment of XXXX will I not owe until XX/XX/XXXX the rep said yes I believe just to get me off the phone so I made another payment of XXXX of XX/XX/XXXX. I am now checking the website and it still says I owe XXXX on XX/XX/XXXX. The balance is going up. I have made 3 payment totalling XXXX and something is very wrong with this and it needs to be fixed. You cant talk to the chat because it is AI and gives XXXX answers. I feel like NELNET is a hot mess and not applying or calculating payments correctly. When you call their number all it talks about is how to pay them but not wanting to give you correct information all they want is money no matter if its screwing the customer.
Company Response:
State: AR
Zip: 719XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've called and emailed mulitple times to Nelnet with no resolution. I can not log into my account
Company Response:
State: OR
Zip: 97132
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A