Date Received: 2023-11-01
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet bought my student loans during the pandemic. Without my permission, they created an account without any contact information attached to it. I can not access this account to submit an IDR application. I can not see if there are any errors in how they are calculating my payment. I have called numerous times without ever getting to speak to anyone. I sent an email on the company website that included up to date contact information and asked for access to the account they created without my permission or ability to access it. The email was ignored.
Company Response:
State: KY
Zip: 405XX
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: Nelnet will not process my SAVE application. I initially applied through the servicer on XX/XX/XXXX. I believe I gave permission for them to pull my XXXX from the IRS, but I'm not sure. However, it took my application and gave no indication it needed anything else from me, in fact I received several hang tight emails with the subject " no action needed while we process your app. '' Well eventually I get suspicious, do some reddit research and it turns out that a common issue reported is the servicer claims its complete but you actually need to upload a copy of your 1040! I do that and I also apply through studentaid.gov. Then my account starts says " we received your application on XX/XX/28. '' So, the weeks I waited and accumulated interest was for literally nothing despite them telling me I was go to go. Yesterday, XX/XX/XXXX, I log on and it no longer mentions my application????? I don't even know what happening with my application now???? Is it in limbo??? Is it gone?? It's been MONTHS. I have accumulated {$2500.00} of INTEREST in that time. This problem costs me {$40.00} A DAY. And because they applied an administrative forbearance on my account, they removed the .25 % discount!! That only adds {$40.00} to my balance every month!!!
Company Response:
State: MA
Zip: 02115
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: On XX/XX/XXXX I was email saying I owe {$310.00}, which was my monthly charge. That made sense. I used Nelnet 's " Pay By Account '' feature on their website which said I owed {$310.00} by XX/XX/XXXX or something near the end of the month. I paid that on XX/XX/XXXX, which processed just fine. Everything seemed fine. On XX/XX/XXXX I got an email saying my account were past due. I Immediately called Nelnet. Which I waited on hold for over 2 hours, seems wild that a student loan provider company cant have reasonable customer support. ( Check reddit, almost everyone has 1-2 hour wait times ). I then got a representative that did not know why my account showed past due and couldn't support me. I waited on hold for another half an hour for them to say my payments were allocated only to two of my loan groups. So now I dont owe money on those groups till XXXX and XXXX. Not only that, I checked XX/XX/XXXX ( was paying off some parent plus loans ), and it said I didnt owe any money till XX/XX/XXXX. They company wrongfully allocated my money, failed to tell me I owed money, and then charged late fees for a payment they screwed up. They are going to reallocate my payment to be on all groups, but im lucky I could afford to sit on a phone call for over 3 hours, not everyone can. This is completely unacceptable behavior for a company. They have a bug with their code where the " Pay by account '' feature and paying your monthly due payment, actually wont pay your account dues, and randomly allocate that money to only some groups. They then dont tell you that you have a payment soon, just so they can make extra money on late fees. This should company should be investigated and audited. This is the same company that in XXXX was found guilty of fraud, and now they are using these same tactics to exploit student loan borrowers
Company Response:
State: WA
Zip: 98296
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: SEVERAL ACCOUNTS WERE OPENED IN MY NAME WHILE I WAS XXXX AND WITHOUT MY KNOWLEDGE.
Company Response:
State: LA
Zip: 70461
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: ACCOUNT OPENED FRAUDUANTLY DUE TO DATA BREACHES
Company Response:
State: LA
Zip: 70461
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: Struggling to repay your loan
Subissue: Can't get other flexible options for repaying your loan
Consumer Complaint: i never attended XXXXXXXX university in XXXX XXXXXXXX missouri for the classes that they are claiming i owe for. i attended the XXXX XXXX XXXXXXXX university that was closed down and is now a non existent school and since the dismantling of the extension school i am told nobody can help me get my transcripts and now the school has without my express consent to have my debt, and personal information handed over to a collection agency i never have done business with and i will not be willing to because i didnt agree to it.
Company Response:
State: IL
Zip: 622XX
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 attempted to call my student loan servicer in order to get info about the SAVE repayment plan and their part of the application as I have just been laid off from my job and would like to work with them on sorting out my payments. I was put on hold for over 1.5 hours and my call was never answered.
Company Response:
State: AZ
Zip: 85142
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Nelnet reported the payments I made towards my loan as a credit line decrease. I do not have a line of credit with Nelnet, I have a loan.
Company Response:
State: CT
Zip: 068XX
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: Nelnet has had since my initial application which was submitted in XXXX, to process my SAVE application. I have received no word other than the status is " pending, '' meanwhile they are charging me as if I was on an IDR, which is significantly more. I was able to scrape enough to pay the inflated amount in early XXXX, but got another bill for XXXX which was expecting the same amount. I logged into my account to see a notification that said Nelnet " required a payment '' from me before they would process my SAVE application. I had made a full payment on IDR at this point. The notification also referred to an email which I never got : " Please refer to the letter or email we recently sent with details about the payment amount ( s ) needed. '' I never received any letter. So I called the line last week, spoke to someone who instructed me to pay XXXX dollars. I asked them why my full payment did not count as a payment to process my SAVE application, and they put me on hold for many minutes, and then told me that it did and that they'd annotated my account. I am now logging in today to find myself still being charged for IDR rates, my Nelnet account still waiting for another payment ( which I caved and made today of an additional XXXX dollars ), and the status of the SAVE application completely unchanged. I have also NOT been offered administrative forbearance from this servicer for this loan as they process SAVE applications en masse.
Company Response:
State: MI
Zip: 48221
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: In the past, I was always able to make my full monthly payment and apply it to my student loan group with the highest interest rates and would not incur a " past due '' on other loan groups. Now, with Nelnet, their system will not allow me to do that. I have called multiple times and had to wait on hold for 3+ hours each time. I was finally able to talk to someone who told me to just go ahead and pay my full monthly payment last month on the loan group with the highest interest rate and ignore warnings about late payments. So I did as they instructed last month and made a {$3000.00} payment applied to highest interest loan group. Now, when trying to pay this month, it says I am past due on all other loan groups, will not allow me to make a payment without paying on these loan groups, and says I now own over {$7000.00} for the month of XXXX.
Company Response:
State: TX
Zip: 752XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A