Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I applied for the SAVE plan at the end of XXXX. Nelnet has been processing the application since then. They have taken so long that I am now forced to make payments I wouldn't have to make under the SAVE plan, and I am being charged interest that I would not be charged under the SAVE plan. Nelnet failed to notify me via email or letter that they require a {$5.00} mandatory payment to switch my student loans from IDR to the SAVE plan. Nelnet has not communicated anything to me regarding the status of my application the entire time it has been processing. I waited three hours on hold to talk to an agent today who just told me that they forgot to send the email and that he would request they send it to me. I need a special link in the email in order to pay the {$5.00} so I can be put on the SAVE plan. Nelnet will not accept this payment over the phone and there is no way to do it over their website. Consumers need the special link, which is in the email that they don't send out. So my bank account continues to be held hostage while they take weeks upon weeks to process my application, and then fail to notify me when they need something despite my online account telling me to " refer to the letter or email we sent you ''. There is no letter, there is no email. It was never sent. How am I supposed to respond to something that they never sent? The only way to contact Nelnet is via phone, because they do not respond to emails. If you want to talk to an agent, you have to wait three to four hours. People have to literally take time off of work and lose money just to talk to an agent about the accounts that Nelnet messed up in the first place.
Company Response:
State: WA
Zip: 99163
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: My autopay is set to process each month on the XXXX. For the month of XXXX, the XXXX was a Sunday, so that meant the payment should have processed the first business day thereafter, which would have been XX/XX/XXXX. But on XX/XX/XXXX, I logged in to my account, and it told me three things : - My account was overdue - My monthly balance due was still due, the full regular payment amount - My next autopay date was XX/XX/XXXX There was nothing in my account to indicate that the autopay for XXXX was, in fact, in process. There was a blurb that payments would be appropriately backdated, but there was nothing to suggest that the payment was actually still scheduled for XXXX. It very clearly told me my next withdrawal would be XX/XX/XXXX. In a panic ( all too common in these times with student loans unfortunately ), I made a one-time payment on XX/XX/XXXX ( withdrawn from my account the next day, the XXXX ) so that my " overdue '' status would disappear, and I especially did so since there was no pending payment listed anywhere on site. Of course, as you might expect at this point, the autopay payment DID end up processing ( also on the XXXX! ) and was backdated to the XXXX, which would be all well and good except that I had already paid it! So because the site could not competently dictate the fact that I had a payment processing, told me I was overdue, and said the balance was due with a NEXT MONTH autopay date, my loan was paid twice. Luckily I managed OK, but a company displaying incorrect information and costing people hundreds of extra dollars out of panic is just simply not OK. Nelnet needs to fix their issues like all other servicers and have payments postponed until they can actually figure out what they're doing.
Company Response:
State: WI
Zip: 53590
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: My student loans were switched over to Nelnet. I scheduled a payment using my online banking with the routing and account number for XX/XX/2023. I logged on today to see that the payment had not been credited and that I was showing as delinquent. Nelnet advises that the bank refused the payment, but the bank says they never received a request for payment and therefore never denied anything. I have verified that Nelnet has the correct numbers so I do not understand what is going on and why I can not get an answer from them.
Company Response:
State: DC
Zip: 20009
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: Student loans have been in repayment and IBR for 10 years. Nelnet became the servicer earlier this year. I applied for SAVE and have been waiting for over two months. Now I am told that the status is incomplete and is pending a payment. After waiting for long periods of time, I was told by Nelnet that I need to pay a {$5.00} fee to continue with the transfer process to SAVE. I never received a letter or email regarding that. However, I did as suggested and paid {$5.00} online. However, it was just applied to the loans and no status changed. Second long call to Nelnet, and they told me to call back today as some department had closed for the week and they could not change the payment status. It's frustrating that there is no way to process this {$5.00} fee, which I was never notified about in any way ( no email or letter ). It creates unnecessary delay. Meanwhile they are applying {$50.00} or more every day in interest. Need some sort of action to resolve this.
Company Response:
State: CA
Zip: 92630
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: Student loans were on a long pause since COVID with the intention to resume payments for everyone on the " federal pause '' by the end of XXXX. This information was received by an email directly from the Department of Education. As of today, I have noticed in my spam box that " NELNET '' has a past due amount for me. I have NO ASSOCIATION WITH NELNET, Never gave permission for them to have my loans. I have been scammed. I need accountability.
Company Response:
State: NV
Zip: 89128
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 have tried to contact Nelnet multiple times over the past month about payments and my loan repayment application. I have not received any information from them via mail or email. But I did get mail from a fraud claiming to be apart of the Nelnet and the XXXX. I went through the process because it was the only form of communication I had about the loans and it turned out to be a scam. The scammers are using nelnet lack of communication and customer service to get peoples personal information by pretending to work for the loan company. I still have not been able to talk to anyone at nelnet about this and to make sure that my student loan account is secure since the scammers may have access to it now. I was about to file reports and freeze credit lines but have not been able to get anything done about my account with nelnet. I can't do anything online, through the chat box, through email, or over the phone. There seems to be no one available. Every step I took ended with " contact us '' for further assistance, which led to the same phone number and email address. I have been on hold for several hours just today.
Company Response:
State: NM
Zip: 87110
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: Nelnet 's payments were not processing for a significant portion of the month of XXXX, and information incorrectly saying a payment was not made was reported to the US Dept of Education even though multiple attempts at making a payment were attempted and customer service was notified without a response.
Company Response:
State: OR
Zip: 972XX
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: Need information about your loan balance or loan terms
Consumer Complaint: MY LOAN SERVICE PROVIDER IS NELNET. Ive tried to Call my Loan provider several times before my first due date of my loan payments.. Never could reach anyone, i was waiting for a representative over 2 hours on the phone and then the phone called just ended abruptly. i also attempted to call XXXX XXXX and was on the phone for hours waiting for a representative to pick up This is unacceptable Ive tried on two different occasions w/ two different numbers to reach Nelnet XXXX XX/XX/XXXX & XXXX on the phone for almost XXXX hours on XXXX call and XXXX min on another call just trying to reach them and the same exact occurrence happened where the call just ends after waiting so long. I am absolutely Livid! How am i suppose to get in contact with my provider if i cant even reach them on the PROVIDED phone number they give in order to reach them. All of their phone automated recording try to direct me to go online, NO i need a person and i should be able to reach one. I wish my loans NEVER transferred to Nelnet! I shouldnt be forced to make payment towards something i am trying to get help with. I did some research and sooo many people have the exact same issue. I dont understand how you can be a provider but NOT PROVIDE. I have also spoken with the Consumer Financial Protection Bureau, They have gave me general information and options on how to possibly resolve my concerns and i appreciate with everything the help they have provided for. Which led me to filing this complaint, very much needed complaint indeed.
Company Response:
State: NJ
Zip: 08865
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: Payment originally submitted to Nelnet for XX/XX/XXXX. Confirmation email received on the day of submittal, XX/XX/XXXX. Upon checking Nelnet website on XX/XX/XXXX ( and several days after that ), that payment is not appearing anywhere in history or processing payments ( Still gone as of XX/XX/XXXX ). To avoid past due balances ( WHICH I NOW HAVE INCURRED AS A RESULT OF THEIR SYSTEM ERRORS... ) I created another payment for that day, XX/XX/XXXX. It is now disappeared from the homepage/payment history in the same fashion ( appearing NOWHERE on their site ) and I have a past due balance. Not one payment has cleared from my bank account yet, but I am no longer comfortable submitting another payment to remove the past due balance, as I am not sure if they will all suddenly clear from my bank balance at the same time. I attempted to call before making the second XX/XX/XXXX payment, but was on hold for over 2 hours.
Company Response:
State: PA
Zip: 19147
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: There are currently loan reporting on my credit I do not know of or took out I never been to school in 2017 the fact that I was busy having my first child I never co sign or told anyone to use my information to get a loan. Although there are in good standing there are still invalid and unknown please remove the following : DEPT OF EDUCATION/XXXX Acct # XXXX {$3500.00} DEPT OF EDUCATION/XXXX XXXX {$4400.00} DEPT OF EDUCATION/XXXX XXXX {$6300.00} DEPT OF EDUCATION/XXXX XXXX {$3500.00} DEPT OF EDUCATION/XXXX XXXX {$6000.00} DEPT OF EDUCATION/XXXX XXXX {$3500.00} The loan show up 6 times with different amounts
Company Response:
State: PA
Zip: 19141
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A