Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: Last week i spoke to a rep regarding needing information that had my loan repayment amount and when the next annual review date would be so I could proceed with buying a house. I was not able to get the correct payment amount without the next annual review date. The rep was not able to access this information to me without submitting this as a correspondence letter. He said they are able to generate this as an email. He had not mentioned how long this would take. I contacted today, XX/XX/XXXX to follow up as I am signing a purchase agreement with a closing date of XX/XX/XXXX, that needs the annual review date they have given verbally over the phone. I waited 3 hours on the line and spoke to 3 supervisors that were not able to give me this information via email and said the letter would be reviewed to send in 7 weeks. We informed them about the closing date and the need for the letter. They have all the information and kept telling me my review date was XX/XX/XXXX and I asked if i could get a pdf scan of that page to submit while i wait for the letter and they said it has to go through a different company. I need this letter to close on a house.
Company Response:
State: IA
Zip: 50701
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My loans are being held by Nelnet. I have applied for the SAVE program in XXXX but I never heard anything back. Student aid.gov just says my loan provider will pick my re-payment option, which they havent and I cant see any information about what they picked or if they even picked anything. Its impossible to get through on the phone to this company. They are operating like they are still in the XXXX with millions of lives being affected. A lawsuit should be brought to them. They are a monopoly and are purposely making everything difficult in order to collect late fees and occur more interest. This is predatory and should not be allowed. They are criminals and the fact that the federal government is in bed with them is a shame to this country.
Company Response:
State: CA
Zip: 92104
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, I have been having issues with Nelnet, my federal student loan servicer for several months now. On about XXXX or XXXX occasions since the beginning of this year, Nelnet has failed to apply my standing special payment instruction to how my auto-debit loan payment of {$350.00} was to be applied across my loan groups. In XXXX of the instances, when I called Nelnet, they informed me that because I had not caught their error earlier, there was no way for them to reallocate the payment, and that the fix would only be effective for that current month, not the prior month that was also at fault. Since XX/XX/2023, I have spent approximately XXXX minutes ( almost XXXX hours ) either on hold with Nelnet or on the phone with their customer service to try and correct these issues. Every time I call they apologize, say they have fixed the issue and to call back in XXXX to XXXX business days. Only sometimes the issue is fixed and eventually it breaks again. Once when I called back after the XXXX business days, the agent said the other agent I had talked to almost a month before hadnt actually fixed anything and there wasnt anything they could do for that payment ( XXXX payment ). Currently the following months payments were not allocated correctly in the past 6 months. XX/XX/2023 allocated to single loan group incorrectly XX/XX/2023 allocated to single loan group incorrectly XX/XX/2023 allocated to single loan group incorrectly I even switched from my legacy special payment instruction to their allocate extra by percentages option to avoid any issues with the legacy option and people having to manually allocate the payment. I have been told that since I am paid ahead almost a year, that the allocate by percentages would split my {$350.00} payment as follows across my loan groups every month automatically. It failed to work and I dont know if I have it in me for another hour to XXXX hours wait on hold. Additionally, the estimated time on hold call out on their phone system is broken so it just says you have minutes on hold while also stating you have over XXXX wait. I tried this past Monday and gave up after XXXX minutes. Note that the original payment instruction before all these issues had been in effect successfully since XX/XX/2023. It was only starting around XX/XX/2023 that Nelnets system started breaking down and my payments started being allocated to singular loan groups against my wishes. I have also made several manual payments in this time period only to make sure all the loan groups show as having a payment applied to them so that when the loan status are reported to the credit agencies, even though they are paid up over a year ahead, that Nelnet doesnt go and report me not having made a payment for the month in question which has been rather stressful.
Company Response:
State: CT
Zip: 06340
Submitted Via: Web
Date Sent: 2023-10-31
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: I am referring back to complaint XXXX about setting up auto payments ; unable to do so via their website ; I emailed nelnet and they never responded! I complained and they tried to call me ; I called them back at XXXX and waited an hour never was able to reach an agent! They are lying ; they do not respond on purpose. I have tried everything and nelnet is lying! I want to set up electronic payments and get a quarter percent discount on interest ; they are not allowing me to set up on purpose! theyare thieves and liars and they should be reported for bad practices to the department of education
Company Response:
State: IL
Zip: XXXXX
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: Two payments towards my student loans were " processed '' and then returned by Nelnet. They claimed my financial institution XXXX XXXX XXXX XXXX ) denied the transfer of funds. My bank claimed they never received a request for a transfer from Nelnet. My payments towards my loans are now past due and my credit is affected.
Company Response:
State: NY
Zip: 145XX
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: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: These items are not correct and are causing me financial and emotional distress because of their derogative nature. The listed items below are completely inaccurate and must be corrected. It is my understanding of the law that you are required to complete your investigation within thirty days. I am awaiting your response. The following items must be deleted : DEPT OF EDUCATION/NELN XXXX, DEPT OF EDUCATION/NELN XXXX XXXX DEPT OF EDUCATION/NELN XXXX XXXX and DEPT OF EDUCATION/NELN XXXX. You're reporting this account erroneously. This is an error and inaccurate information must be removed from my credit file.
Company Response:
State: NC
Zip: 276XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: XXXX I started autopay for {$100.00}. Then without notification I was charged $ XXXX. I googled this problem and many people have experienced this since the start of the repayment process. What I have gathered is they know they have bug ( virus ) in their system and didn't even notify us the consumers to not use autopay until they figured it out.
Company Response:
State: TX
Zip: 76012
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I cancelled my auto debit along with putting my account into forbearance on XX/XX/2023. I received confirmation that night that my auto debit was cancelled, and no pending payments for the auto-debit were active. On XX/XX/23 I received notification from my bank that the auto-debit was taken out of my account, causing me to go negative on hand. I call nelnet and they show no pending payments for the auto-debit. Then they back tracked and said you needed to cancel it 3 business days prior. I checked all the documentation provided while cancelling including the cancellation email, and none of the paperwork mentioned any of this.
Company Response:
State: NY
Zip: 11224
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: My servicer is Nelnet. I applied for SAVE through Studentaid.gov on XX/XX/XXXX and gave the DOE permission to access my IRS info. According to Studentaid.gov, Nelnet processed the application on XXXX and would be sending me my new bill/documents within a few weeks. I never received any SAVE correspondence from Nelnet. On XX/XX/XXXX I was emailed a bill for the regular non-SAVE IBR amount. I called Nelnet customer service on XX/XX/XXXX ; I was on hold for an hour and disconnected, called back and was on hold for another 1.5 hours before speaking with someone. I was told that my application was missing financials ( not true ). This person did some digging and learned that " the system '' changed some of my " no '' answers to " yes, '' thereby making my application incomplete. I was then placed on hold another 15-20 minutes and told that my application is now complete and Nelnet will be processing it over the next week or so. When I still hadn't received any correspondence, I called Nelnet on XXXX. This time I was in the queue for three hours. The customer service representative said that they needed more time. I expressed concern about my bill being due on XX/XX/XXXX, since it's unaffordable to me. I asked about a forbearance but was dissuaded because the representative said that if I requested a forbearance it would count against my overall allowed forbearances. He recommended that I simply refrain from making payments and take advantage of the DOE 's 12 month " on ramping '' program. This is confusing to me, because I thought that when I applied for SAVE my loans would be placed into a forbearance while the application processed. Looking online it seems that people who are placed on forbearance will still have those months counted towards forgiveness, but it's hard to know what's true. To this day I still have yet to receive any SAVE correspondence from Nelnet. However, last week I logged on and saw a " pop up '' saying that my SAVE application was no longer being processed because I failed to make the " payment '' that Nelnet described in its email and letter to me. I NEVER received any SAVE correspondence from Nelnet, so I called on XX/XX/XXXX. I believe I was on hold for two hours before speaking with a customer service representative who was initially confused ( referencing correspondence that predates my SAVE application ), but did some digging and realized that I needed to make a {$5.00} exit payment for Nelnet to process the application. I made the payment online, but with her on the phone. However, when I asked for next steps after the payment I was disconnected and never received a callback. It took a couple of days for my payment to process, but it seems that it went to interest and has not satisfied the SAVE requirement -- I'm still receiving the pop up whenever I log on and I still have zero SAVE correspondence from Nelnet. I decided to file this complaint after doing research online and seeing that people are being told that the {$5.00} payment can only be made through a special link or a phone. I need clear answers. A second loan payment will be due in two weeks and I've already accrued XXXX XXXX XXXXXXXX in interest since XXXX ( due to shady practices from my prior servicer, Navient, the approximately XXXX in student loans that I took out has doubled and is now over XXXX ). The SAVE plan will halve my current IDR payment and make payments affordable for me. Even if Nelnet 's processing times are excessive due to the volume of SAVE applications, there is no excuse for the misrepresentations and poor communication.
Company Response:
State: NY
Zip: 10473
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loan was transferred from Great Lakes to Nelnet during the pandemic. I set up my new Nelnet account and set up autopay months ago in advance of my first repayment of {$95.00} being due this month on XX/XX/2023. It is now XX/XX/2023 and Nelnet has marked my account as being past due, even though I've confirmed that autopay is set up and active AND I can see a payment to Nelnet of {$95.00} is being processed by my checking account with XXXX XXXX. How can Nelnet mark an autopay payment ( which is being paid on the date of the company 's choosing ) as past due? There is now a letter on file in my account stating that I'm past due this month, which is unacceptable. I tried to call Nelnet customer service to understand why my account is marked as past due, given all of the above, and wasn't able to get through to speak to anyone. The wait time was quoted as 15 minutes, then 20 minutes, then I waited on hold for 40 minutes before Nelnet ended the call. I wasn't able to speak with anyone -- the line went from hold music to dead. I called back and was told the wait time was now over 60 minutes. I scheduled a call back, and have yet to get a call back from Nelnet customer service. Furthermore, I can see that interest has been accruing on my account since XX/XX/2023 in excess of my monthly payment of {$95.00}, even though I applied for and was accepted in the SAVE repayment plan ( which is supposed to cap interest at your monthly payment amount ).
Company Response:
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A