Date Received: 2023-10-31
Issue: Electronic communications
Subissue: Frequent or repeated messages
Consumer Complaint: They keep telling me that my payment is late, how is the only option that I have to pay my balance is to put my bank information in there. This is not okay and leave my bank information out to the public leaving it unsecure.
Company Response:
State: NY
Zip: XXXXX
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: First- wait times are over XXXX hrs. no matter when you call. called at XXXX XXXX XXXX XXXX XXXX, was told ( automated ) that they were not available at this time. When they are open until XXXX XXXX XXXX according to their website, and recorded message. i am trying to get the expended loan repayment. i was told on XXXX separate occasions that they would place me in that program. i am now in the XXXX repayment, and the amount is too much for me. the company in NELNET. i did make my first payment this month, without getting it corrected, because I don't want to be in default.
Company Response:
State: NY
Zip: 11758
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: I applied for SAVE on XXXX through StudentLoans.gov for my servicer, Nelnet. ( My loans were formerly serviced by Great Lakes. ) The payment plan was not applied, so I used Nelnet 's online form to request assistance. I received an automated reply on XXXX that I would not be receiving a reply. I tried calling, but was not connected after hours of waiting. I applied again through StudentLoans.gov for the SAVE IDR plan on XXXX After reading online that many people needed to upload their tax return to Nelnet 's documents portal, I proactively uploaded my most recent return. My account was put into " administrative forbearance '' and continues to accrue interest. I have been asked three times to make a {$5.00} payment to finish enrollment in the plan, and have made the payment twice. Doubtful that making the payment a third time is going to do anything, I tried to call, got disconnected, have sent another submission through the online form, and am now creating this complaint. Nelnet 's inability to properly and promptly process the SAVE IDR requests is resulting in financial harm to me as interest accrues. The lack of accessible customer service is salt in the wound.
Company Response:
State: TN
Zip: 37214
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: Auto payments to be pulled on the XXXX and was, but an additional payment taken the the XXXX. Called and was left on hold for over XXXX hours with no estimated wait time or queue position, emails also going unanswered. Person information I have updated with them never being recorded, address and zip code to log in is from 10 years ago despite being updated again 4 months ago when my loan was transferred back to them.
Company Response:
State: OK
Zip: 73003
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: I requested a term based repayment plan on XX/XX/2023. I received an email stating they received my request and would respond in XXXX days. I never received a response. I resubmitted it again on XX/XX/XXXX. Never received a response. I tried to call them and was on hold for an hour and a half before hanging up. I emailed them and got an automatic reply stating they had too many emails and couldn't respond. I tried calling multiple times over the next several days and was on hold for hours. Due to my job, i had to keep hanging up and could not stay on hold. Eventually after numerous attempts and sitting on hold for XXXX hours, i finally was able to speak with someone. I was told my account would automatically be put into administrative forbearance since they had not had time to look at my repayment plan request. They said it was taking approximately 30 days to look at requests instead of the initial XXXX days i was told. It has now been almost 60 days, my account is not in administrative forbearance and it is saying my account is past due. It is asking me to pay {$930.00} instead of the {$170.00} i was told my payments would be with the repayment plan. I still can not get a hold of anyone on the phone, currently trying to reach them and have been on hold for XXXX hour and XXXX min. They lied to me about putting my account into forbearance. It seems like they are refusing to accept anyone 's repayment plan requests and refusing to actually speak with anyone either. This has been the worst experience ever
Company Response:
State: MO
Zip: 641XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/, I applied for the new SAVE payment plan so that interest will not accrue to my account in excess of my payment. Nelnet has not yet processed my application as of today ( XX/XX/XXXX ) despite promises by their representatives to process it no later than XX/XX/, and keeps adding {$14.00} interest daily. It is not my fault nor my problem that Nelnet is understaffed ; if they are not able to process my application, then they should pay the interest on my loans in the meantime. It is a conflict of interest for Nelnet to charge me daily interest for their failure to process my application as they profit from adding to my debt and keeping me in debt for longer.
Company Response:
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: NELNET I received your recently letter. NELNET your contract to service the U.S. Department of Education student loans do not start until after a date in XX/XX/XXXX. Currently NELNET can only process XXXX claims of federal student loans for the U.S. Department of Education. NELNET I received your recent letter and last letter the one you reduce the money from {$80000.00} to {$39000.00}. NELNET consider that as the last letter you send me. NELNET you stole my identity. NELNET your employer the real U.S. Department of Education wrote you to Terminated the federal student Note in my identity for Fraud XX/XX/XXXX. The real U.S. Department of Education can cancel a contract a federal student loan for fraud. The note defaulted XXXX XXXX and that stands wrote the real U.S. Department of Education . The U.S. Department of Education wrote Defaulted, Terminate Collection meanng the real U.S.Department of Education does not want the money. The note was not completed in a federal lender orginator of student loans website for electronic signatures, etc. Many federal student loans FFLE loans the government are still collecting on no mattter of the amount. Nelnet remove yourself of my credit reports immediately. Nelnet you are in violation of the False Claim Act by stealing money from the real U.S. Department of Education in serviceing a Terminated Note for Fraud. NELNET your in violation of the Fair Credit Reporting Act. NELNET any other letter you might send me I will consider as harassment. I want all the credit reporting agencies to send me the documents that NELNET sent in to open this student loan in my identity and if the CRA can not tell my why> NELNET CEASE AND DESIST FROM CONTACTING ME UNLESS THROUGH YOUR ATTORNEY. NELNET I AM NOT GOING TO PAY YOU AN XXXX.
Company Response:
State: MI
Zip: 48075
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has been completely incompetent when it comes to successfully processing IDR applications. I went to FASFA and applied for the SAVE IDR repayment plan. According to the payment calculator based on my income I should owe {$0.00}. FASFA confirmed that they had my permission to access my information from the IRS where they can easily see that I have always made under {$30000.00} a year. I submitted my IDR application along with a tax form sent by my employer but after finding out that Nelnet doesn't accept this as proof of income I went to my Nelnet account and uploaded a document showing a recent payment received from my employer as proof. Last week I got a notification on the website saying some information was missing from my IDR application and that they would send me email saying what they needed. I never received an email. I have already provided proof of income so there is no information missing. Now when I go to Nelnet site it doesn't even show my IDR application being processed any more and I can't reapply since the page of the FASFA site is experiencing an error. I have reuploaded my application and the proof of income to the Nelnet site. I have turned off Auto Debit since I should no longer owe them any money and have no intentions in paying when my low income qualifies me for no more payments.
Company Response:
State: TX
Zip: 77449
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I filed my PSLF in XXXX of XXXX. I called XXXX and Nelnet in XXXX of XXXX and was told that everything is in order but it evidently takes over a year to process. I have been XXXX since XXXX and making my payment since then, but have stopped making my payment. Now Nelnet is still sending me a bill. Is this legal to approve PSLF then still expect payments a year later? Sounds to me like Nelnet is stealing. When I call XXXX they say just waiting on Nelnet.
Company Response:
State: FL
Zip: 34231
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Trying to get through to change the loan repayment date with Nelnet 's customer service is comical. I have been on wait for over 3 hours, and this is not the first time I have attempted to get through. The last time I was on hold for so long I gave up. This should be an option on the website, as it was with Great Lakes ( who my loan was with before it was transferred ). I do not know why my payment due date was moved to the XXXX of the month. How does a payment on the XXXX of a month make even a little sense? All I want to do is move the payment to the beginning or end of the month and I do not see why this is a complicated change to make. As stated prior, this should be an option on the website. To add insult to injury, I have sent them multiple emails with no response.
Company Response:
State: NY
Zip: 14094
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A