Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I received an email on XX/XX/23 from my previous student loan lender, Great Lakes, informing me that they were merging with Nelnet. In this email I was also advised that the transfer would begin on XX/XX/23. On XX/XX/23 I received an email from Nelnet informing me that my information had been successfully transferred to Nelnet from Great Lakes and I could set up my account. I did set up an account through Nelnet and was very disappointed to see that they had not added any of my previous payment document to my account. I sent them an email right away requesting they send me that information. I did not receive an email back until XX/XX/23 and it was very impersonal automated response : Thank you for your email. We apologize for not responding sooner. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). If youve already contacted us by a different means and/or resolved your issue, please disregard. Otherwise, we believe that one of these options may be the best way to find what you need : where you can view your loan details, apply for repayment assistance, and more. For answers to common questions, check out our FAQs page. For information about all aspects of federal student aid, please visit XXXX. Im a former Great Lakes borrower and looking for my payment history. How do I get it? Were in the process of obtaining payment histories from Great Lakes and making them available to view through your XXXX account in the coming weeks. Please look for new documents to appear in your Inbox once your payment history is available. After I received this email I have been patiently waiting for those documents to appear on my Nelnet Account. I am not pleased that student loan payments have resumed and I still dont have this information. I looked at my account today XX/XX/23 and my account actually stated that my loans should be available if I opened my inbox on my account and after following their directions and only seeing the history from this past months statement I preceded to email them again stating that I had not received any of my past payment history and that if I didnt in the next 30 days I would be opening a lawsuit against them. That is why I am filing this complaint. They are withholding information that I am entitled to have full access to and it is simply unacceptable.
Company Response:
State: TN
Zip: 38002
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: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I provided documentation and asked that my loan balance be reviewed. I was told someone would get back to me in 14-21 days. On the XXXX day I received and email telling me that they were sorry but due to overwhelming requests they didn't know when they could get back to me. I attempted to call today. The hold time s. After 1 aid it would be 30 minutes! After 1 hour and thirty minute i gave up and wrote a letter an uploaded it along with back up documentation on Nelnet 's portal
Company Response:
State: NH
Zip: 03062
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have 4 loans on standard repayment and XXXX loa ns on XXXX. My servicer is Nelnet. All of these loans should be on XXXX. I have tried getting this resolved with my servicer since the beginning of XXXX. I was told by a customer service representative that all of my lons should be on XXXX and that her correction would take 2 weeks to process. I called back 3 weeks later and the representative told me that correctiobs were taking up to 28 days to process. Almost 2 months later and still no changes. I applied for income-based repayment two years ago and my application was accepted. Nelnet also put the 4 loans on standard repayment on forbearance, but interest is still accruing and my problems have no been resolved. Also, they are supposed to offer a .25 % in interested reduction if we sign up for auto-debit ( which I did ) and now that my loans are in forbearance I no longer get that .25 % interest reduction
Company Response:
State: PA
Zip: 178XX
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: Within the past year I consolidated my loans under the federal umbrella in order to take advantage of the option now titled SAVE. I set up automatic payment as an option with NELNET, my assigned servicer, which was confirmed. The first payment was due on XXXX XXXX. As of the XXXX, nothing has happened. Although the web site states that processing may take two days to process, my account has now been placed in overdue status. NELNET no longer responds to e-mail requests fir information. Worse, I was placed on hold for nearly four hours today trying to reach NELNET. I finally gave up... it is far easier tobreach the IRS than NELNET! I assume that there is some routine issue that explains why my payment has not been processed, but why am I being placed in an overdue status? It is frustrating not being able to conmunicate with my servicer, and unconscionable that when I have done everything required to ensure timely payment, I am being treated like a drlinquent drbtor.
Company Response:
State: OH
Zip: 44883
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 emailed Nelnet with a question about principal and interest allocation on a payment and have not received a response. I also received two different statement amounts in XXXX and XXXX, XXXX at {$59.00} monthly payment to {$220.00} in XXXX.
Company Response:
State: CO
Zip: 80915
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: Don't agree with the fees charged
Consumer Complaint: I made several calls to Nelnet before the month of XXXX. I spoke to an agent named XXXX. He took my verbal permission and assured me that I was enrolled in the XXXX XXXX and interests are covered by the government under the save plan. On XX/XX/2023, I see interest has grown a lot more without justification and when I call, I speak with an agent named XXXX. XXXX states that I was only on an XXXX plan ( XXXX XXXX ) and I was not on XXXX XXXX as XXXX stated. Seems like XXXX agents gave me XXXX different answers regarding my account status. I should have been on the XXXX Plan before the month of XXXX as per discussion with XXXX but XXXX states that Kevins Save Plan verbal request did not go through and she takes another verbal request from me. I do not agree with interest rates on Nelnet. They are severely higher than what student aid gov shows and they have given me wrong information regarding my account XXXX XXXX which affects the interests rates as well. They are not accessible via phone as wait times to reach an agent is XXXX hours and they do not respond to emails and they do not have secure live chat or messaging upon logging in for customers. They refuse to have a open line of communication with customers. They avoid customers and apply interests without clarifying. They only reached out to me with XXXX call because they heard a report was filed on CFPB. When I call them XXXX times a day and wait XXXX hours on hold, they do not answer my questions regarding my account but when they hear a report was filed, they call. It is clear to me that they only care about avoiding customers concerns in order to apply more interests. They take advantage of customers by avoiding them or giving them inaccurate information. They only reach out to customer when a report was filed to protect themselves but not to help the customer. They never called me to follow up on my requests. There is no way of communicating with them and they use this to their advantage to apply interests daily. Therefore, I do not agree on any interest they applied to my account as they gave me incorrect information about my account. Their XXXX agents gave answers with discrepancies which leads to inaccurate interest rates. I should have been on XXXX XXXX with covered interest as per XXXX promise before the month of XXXX. However, this is not the case. I need clear answer from Nelnet with clear solutions to these concerns. They also need a proper live chat that is secure messaging available to promptly answer clients since interests apply daily. They need to be accessible to all concerns which is not the case. The only care when a report gets files unfortunately.
Company Response:
State: NY
Zip: 110XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Signed up on Nelnet for auto-payments early on. On XXXX, the first payment of {$530.00} was due. On the XXXX, I checked bank records-nothing removed and no communication from Nelnet indicating problem. I gave it another day, thinking it was taking time to remove from bank. On the XXXX, I checked my bank info I input in autopay on Nelnet and realized I made mistake inputing account info, so I immediately fixed it and placed in my XXXX total due for XXXX. It went through on the XXXX and was taken out of my bank account by XX/XX/XXXX, but Nelnet amount did not indicate this amount. It showed XXXX total due!! Nelnet account showed a {$390.00} past due amount on a XX/XX/XXXX statement totaling XXXX, with no indication of the XXXX paid. Ive been attempting to contact Nelnet everyday during this time, on hold for over XXXX hours before I HAD to hang up to work. I've sent email to Nelnet, where they sent this : " Our records indicate that your auto debit loan payment has been returned because your bank account is closed. Your payment is now past due. In order for auto debit to be reestablished on your account, you will need to complete a new auto debit request. To request auto debit again, please log in to your XXXX account and select Manage Automatic Payments from the Payments drop-down menu. Follow the instructions and agree to the terms and conditions. Please remit your payment for {$780.00} upon receipt of this notice. Late fees* may be assessed to your student loan account per the terms and conditions of your loan ( XXXX ). '' There was no indication, no communication, and no explanation of why this {$390.00} was added and no acknowledgement that my actual monthly due payment was received, which is was as indicated in my bank statements. According to Nelnet, there are 15 days to get payment in, which mine was but if they are expecting the additional {$390.00}, which has not been explained or properly justified, I will not be paying it until I gain understanding of why and how that could even happen. I will continue to make my monthly payments. I acknowledge that Im the one that input the wrong digits in autopay, which I corrected within a 5 day period, so why and how can this company create fraudulent expenses when it was within the grace period and was a total mistake on my end, which was fixed immediately. Why is there no one in customer service answering phones, leaving borrowers on hold for over an hour and a half. I never had problems with XXXX but Nelnet bought them out and the first payment, I'm getting fees for things that don't make sense. All I want to do is pay my loan, not get into more debt because of their fraud. Please help, please. What do I do? Thank you for taking the time to read this. I have all necessary documentation to demonstrate I'm doing everything I can to understand and make this right.
Company Response:
State: FL
Zip: 33510
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Nelnet Employees ( Men and/or Women ) It is against the law for employees to abuse securities instruments and misuse entrusted property to create fictitious debts, sold those debts to other companies only to come back stating that the Grantor and Sole beneficiary of the estate owes that company who bought the debt. Employees do not have a written agreement signed by myself where every alive and living in the creation of God Almighty Creator were present. Employed at Nelnet werent given written consent or authorization by me to report, false and inaccurate information to consumer reporting agencies so they can profit from doing so. I have the proof that the information is inaccurate and is not true, otherwise these employees must admit or deny whats listed in this audit. Payments for the accounts, the terms and whether or not the account is current : Credit Reports are made up reports containing security backed instruments that are sold for profit and gain. Non of the payments amounts are the same and does not add up. Employee at consumer reporting agencies are stating that the payments are paid up as so called agreed but theres still debts listed with terms of 300 months for {$0.00} a month. This would proof of having 300 months for these employees to benefit off my sweat equity while I suffer financially and are literally being plundered as well as stolen from.
Company Response:
State: TN
Zip: 37115
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have called and reached out several times to Nelnet. They never give a straight answer and on my previous complaint, they stated I was approved for the SAVE Program and that my application was approved. I can never reach a customer service agent when I call and stay on hold for hours. I need acutal information and a straight answer from these people. Why do you say I am approved for the SAVE program yet, my interest and balance keep growing.
Company Response:
State: AR
Zip: 72211
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I was apart of the Department of Education 's lawsuit XXXX XXXX XXXX and as a result, several of my student loans were dismissed. However, the Department of Education and NelNet continue to report the closed accounts on my credit report. I have contacted both companies over XXXX times since XX/XX/XXXX and I am always told to give it 30 days and the older, closed accounts should not appear on my credit report. Here we are in XX/XX/XXXX, and several old closed accounts are still being reported. Since they are closed, they should be removed from my credit report!
Company Response:
State: CA
Zip: 95206
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A