Date Received: 2023-10-29
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted a term-based application request to NelNet through my online account on XX/XX/2023. I received an email stating this application was confirmed, and my payments would change from {$230.00} per month to {$120.00} per month. This email stated my payments would update in XXXX days, and they would let me know when my payment plan would be changed. I had not recieved a response in 30 days, so I resubmitted for this same term-based plan on XX/XX/2023. After still not getting a response, I sent an email on XXXX, XX/XX/2023. In this email, I let them know that I had applied twice for the term-based repayment plan, and my payments have not updated, and my payment date is coming due at the end of XXXX. I recieved a response on Tuesday, XX/XX/2023 from XXXX XXXX stating that they could not help me via email, and that I needed to call and speak with an advisor. I called on Tuesday XX/XX/2023 right after I recieved this email, and was on hold for XXXX hours with no answer. I called again on Wednesday XX/XX/2023, and was on hold again for XXXX hours with no answer. It is impossible to get help from this company or to speak to a representative. They say they can not help you via email, but then do not answer their phones.
Company Response:
State: TN
Zip: 37067
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: Trouble with how payments are being handled
Consumer Complaint: Belief has twice refused my payment for students loans. Takes over 12 days after confirming my payment for them to send me a past due notice. Than threatening to take my account to collections if not paid within 30 days. I am unable to pay my loan, because Nelnet keeps approving, then revoking my payments saying it is my financial institutions issue. XXXX XXXX has not received any contact in my account from nelnet, I can not see a transaction come up in my chase account while nelnet says is approved. Please help, this is creating an unreasonable burden for me and many borrowers. The stress of being threatened to be taken to collections after getting confirmation of payments twice is unjust, and threatens all students with nelnet servicing
Company Response:
State: OR
Zip: 97225
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: Received bad information about your loan
Consumer Complaint: I paid the amount to keep it from going on my credit despite my being over charged and the interest incurring daily is insane. I can not afford these payments especially with the increase in the cost of living. Nelnet has had XXXX response back to me and continues charging me inaccurate amounts and interest overcharges.
Company Response:
State: OH
Zip: 43230
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: The original company was XXXX XXXX and the loan was transferred to XXXX. The original loan was {$7000.00}. I have also been paying on my loan since 2019 and have paid even while being unemployed through XXXX. XXXX XXXX deducted payments directly from my account my account was reported a few times as being late. How is that possible when ACH payments were being deducted..? My loan balance is still {$6500.00} after 4 years. I received via email a falsified notice from XXXX with my electronic signature and my co-signers signature.It was falsified.It stated the original loan was {$8000.00}. I never received the original loan documents as requested under FOIA. I have attached disbursement dates and amounts showing a loan for {$7000.00} not almost {$1000.00} more .My co-signer and I didnt agree to {$8000.00}. Thats illegal and I have read a substantial number of complaints submitted to CFPB about this XXXX tactic of changing documents and original loan amounts. I see nothing has been done to change their criminal behavior. I have reached out to the SEC, my Attorney General and a few law firms. I also made a previous request to release my co-signer. I have full-time employment as a Federal Contract worker for nearly three years.
Company Response:
State: VA
Zip: 22312
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I started contacting Nelnet and XXXX XXXX XXXX back in XXXX, when I received my first letter from Nelnet. I initially noticed they had my balance incorrect, so I was able to call and speak with an agent. We discussed the matter, and we sat on hold for XXXX minutes why she escalated the call. Eventually she said they need to futher investigate and would be in touch. She also recommended I contact student aid about the matter. I did both and have received no further information nor has it been correct. meanwhile you cant even talk to an agent now.
Company Response:
State: AR
Zip: 72762
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have tried submitting a repayment plan multiple times. It takes took XXXX weeks for the plan to be approved and then it wasn't even applied to my account. I also have my account on auto-debit, but no payments have been taken out of my account. I am trying to pay down my student loans, but nothing about this company is working. I am getting frustrated. I have tried submitting multiple emails ( early XX/XX/2023 ) with Nelnet to explain my issues, but haven't heard anything and it's now the end of XX/XX/2023. I am concerned that I am going to either be charged the incorrect amount or there will be late fees applied to my account.
Company Response:
State: MT
Zip: 59102
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I believe I have made XXXX of the XXXX payments required to receive student loan forgiveness under XXXX based on the one-time account adjustment. There was an error in my student loan data file ( XXXX XXXX consolidation loan with status of XXXX instead of PN ) which caused a great number of payments to not be counted. I believe this was the only reason my account was not identified for forgiveness with the first wave of accounts in XX/XX/XXXX. Since then, I have spent many, many hours on hold with Navient, XXXX, and studentaid.gov, approximately XXXX hours per call. The servicers were eventually helpful. Navient was able to provide documentation that the loan in question was paid by consolidation, and XXXX was able to arrange for XXXX to update the student loan data file. I have also spent many many hours on hold with XXXX. The representatives here, particularly a male supervisor on one of my first two calls, were extremely rude to my wife, dismissive, and judgemental about my financial planning strategies. This particular supervisor did advise that we submit a feedback case to studentaid.gov, then call back 3 days later and ask that it be escalated to an Ombudsperson AND also ask XXXX to create an Ombudsman case. I have taken all the recommended steps : - Submitted a feedback case ( XXXX ) to XXXX - XX/XX/XXXX - Requested escalation of the case to the Ombudsman through XXXX - XXXX - Requested escalation of my problem to the Ombudsman through XXXX - Submitted documentation of corrected loan status to studentaid.gov - XX/XX/XXXX - Requested a payment count and for my account to be evaluated for forgiveness XX/XX/XXXX To date, XXXX has taken no action, at least none that that I'm aware of. I have made over {$5000.00} in student loan payments since I reached the required XXXX and am currently in repayment. I am very much in need of that cash and also of the news of forgiveness. I am hopeful that with your involvement XXXX or XXXX may find themselves motivated to respond to my inquiries. Thank you.
Company Response:
State: WI
Zip: 535XX
Submitted Via: Web
Date Sent: 2024-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023, at XXXX XXXX, I called Nelnet to get details on why they could not process my request via studentaid.gov for a change in my repayment program. I was on hold for 1 hour and 35 minutes before I had to hang up due to other obligations. I still have not been given a reason, and my repayment plan has still not changed. Nelnet does not have a call you back option when waiting to speak to their customer service.
Company Response:
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: I attended college from XXXX and graduate school from XXXX. During that time I had XXXXXXXX XXXX XXXXXXXX loans. Im consolidated them with Great Lakes sometime between XXXX. They were bought out by Nelnet. From XXXX, I worked for several non profits. Unfortunately I didnt understand the PSLF process until it started getting a lot of press during President Bidens term. In XX/XX/2022 I applied and was approved after the required consolidation into an IDR plan manage by XXXX. The rest of my loan, around {$3600.00} was forgiven. I made years of payments over the required 120 PSLF. And I made some payments during the pandemic. XXXX told me I would get a reimbursement check from the federal government but I havent. Nelnet says they have no responsibility. FSA says Im not eligible for reimbursement because i consolidated too late in the process of making XXXX payments. But part of the PSLF waiver program that ended in XX/XX/2022, was that you wouldnt be penalized for consolidating late, you would be eligible for PSLF even though you didnt have the right type of loan when you made your XXXX payments, youd have your balance forgiven if it was under a certain threshold, and youd get reimbursed your overpayments! So Im writing to you to request assistance in obtaining my reimbursement which is approximately 4-5 years worth of payments. Thank you in advance for your assistance. Sincerely, XXXX XXXX XXXX
Company Response:
State: NY
Zip: 11230
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XXXX XXXX XXXX, I called my federal student loan service provider to inquire about a processing payment. I waited for 40 minutes and 11 seconds for an operator before I hung up. The wait time I experienced is unacceptable, especially with the resumption of student loan repayments.
Company Response:
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A