Date Received: 2023-10-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My loans were sold from Nelnet to XXXX. But Nelnet is still reporting them on my credit report as owing them, instead of updating them as transferred. So my report is showing that I owe XXXX dollars instead of XXXX.
Company Response:
State: CA
Zip: 90805
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I called numerous times and was on hold for over XXXX hours and then disconnected. Nelnet is completely overwhelmed and unable to service the student loan repayment process. I have parent plus loans for XXXX of my children after starting the process 3 months ago I finally the last group of loans paid off. Unfortunately, XXXX sent the payment to them USPS and its apparently lost. I'm responsible for a payment and interest due today, my son who refinanced it via XXXX has a payment due on XXXX. As the agency assigned to many student loans, Nelnet is a complete failure. Everyone was aware this was coming and the fact that they are completely overwhelmed and unable to function is a huge failure that thousands of students are suffering with now. I don't feel I and my son should pay interest on money that apparently both agencies are unable to find.
Company Response:
State: PA
Zip: 15237
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I am still in school, and I have submitted multiple deferment requests to my new loan servicer, Nelnet. I've also emailed Nelnet about my deferment request on more than one occasion, and have also faxed them the same information. However, Nelnet has not responded in any way, and now Nelnet is likely going to show that I am delinquent on my student loans, which will negatively impact my credit. When I called Nelnet today to inquire as to the status of this request, the automated system said there were no pending deferment requests on my account, and even after waiting over an hour and twenty minutes to speak to someone, I was never able to talk to a human at Nelnet.
Company Response:
State: OH
Zip: 45230
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been calling Nelnet since XXXX and still have not been able to get in touch with anyone. When trying to use the chat service, I can not get past the Bot. The highlight of this horror was on XX/XX/XXXX when I called earlier in the day ( on XX/XX/XXXXXXXX they hung up while I was still in queue, the recording went from 'please hold ' to 'call tomorrow ' and disconnected. But on XX/XX/XXXXXXXX I waited on hold for 2 hours and 35 minutes. Eventually an agent got my call, but immediately put me on mute. After a couple of minutes of me saying " hello? '' and such, they put me on hold. They picked up again, put me back on mute, I resumed, " Hello? Hello? '' knowing full well that the agent was trying to make their stats look good without having to do their job or possibly get stuck on a long call close to closing time, or close to 'clear the queues ' time. I work for a call center, I knew exactly what they were doing to me. To prove I was correct, when the agent hung up on me I was transferred to an automated survey, which asked if the agent I had just spoke " with '' ( no, I spoke AT the agent ), was knowledgeable, professional, and, ahem, " willing to help ''. Insult to injury! I am now paying out of pocket with my family 's grocery money because I can not contact this company, and clearly they can't hire enough honest employees with any integrity. Also, my loans had been forgiven and then reinstated. This is just not acceptable.
Company Response:
State: TX
Zip: 76248
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On Thursday, XX/XX/XXXX, I logged into my bank account to just do a quick review of my recent charges. I found a double payment on my student loans and wanted to call Nelnet to figure out what happened and how to prevent it from happening again. I called them at XXXX EST and after navigating through their awful automated system, proceeded to sit on hold for! 2 hours! until a support agent answered. She was incredibly rude and made up a story that her computer was resetting just so she could abruptly hang up on me and go take a lunch break. An hour later she called me back to try and address my concerns, but had no answers. I was transfered to a supervisor who was insanely rude, didn't care about my wait time, and had no answers. The worst part about all of this is that the first support agent told me that my issue was caused by a KNOWN GLITCH that Nelnet decided to NOT tell anyone about. When I confronted the supervisor with this information, she confirmed it and said she had no more answers. When I asked the supervisor if a refund on the additional payments were possible, she said that because of how backed up they are on refunds right now, it would take at least 95 days before one would even be processed. Nelnet is purposefully understaffed and those they employ are incompetent.
Company Response:
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE plan on XX/XX/XXXX. The StudentAid website showed that it was processed on XX/XX/XXXX. Several days pass, and I call Nelnet. I have to wait for over two hours before someone answers the phone and says it should take less than 30 days for my application to be approved. It is now XX/XX/XXXX, and I am still not on the SAVE plan. I want to be put on the SAVE plan immediately, or at the very least, an accurate estimated time of when I will be put on the SAVE plan. Nelnet has also failed to send me email updates every ten days.
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: In XXXX XXXX I requested all my covid payments refunded to me under the CARES act. They said they would start that process. In XX/XX/XXXX my covid payments were added back to the balance of my loans. I was told the check was sent to me in early XXXX. In XXXX I called back advising that I had not received my refund check. They stated they would place a stop payment on the check and resend it. I never received that check either. Each month I have called asking where the refund check is. Finally, I was told the check was mailed out on XXXX XXXX XXXX XXXX and I still have not received a check. Each time I call NelNet it is a 3+hour hold and each time I speak to a rep they tell me something different. I am at my wits end with them. I don't know where to go from here. Now they are telling me to wait another 60-90 days.
Company Response:
State: CO
Zip: 80010
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: XX/XX/XXXX per phone conference with supposedly the student loan Manager for Firstmark Services. Original loan was received from XXXX XXXX and was put together by my son and XXXX University in the amount of XXXX. We believe, as real estate agents, that we got the loan on a fixed rate of 6 % back in XXXX. The XXXX loan, with a balance of XXXX, will never be paid off by this former XXXX University student that was not able to graduate because of health. Speaking to the Manager your treated as a reasonable XXXX by asking for assistance about an original fixed 6 % interest back in XXXX. Trying to review records from that time and from that lender, XXXX XXXX, can not be accomplished by us. This is why were asking for help because we are co-signers supposedly and Firstmark Services believes its okay to use XXXX XXXX transfers to an interest rate of almost 13 %. I truly hope there is an error and I hope its not my XXXX and hard working family at fault. I would appreciate help and I almost wish we didnt have to go through unhelpful master of profit Firstmark Services . Thank for your help.
Company Response:
State: OH
Zip: 43113
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023, I submitted an application to consolidate my student loans ( which are all XXXX XXXX XXXX- XXXX of them ) into XXXX. I was doing this to ensure that all of the loans had the payment history on XXXX XXXX XXXX be forgiven. Nelnet them contacted me via email and said they couldn't process my application without the missing information they are requesting in a message in my account. There was NO SUCH MESSAGE anywhere in my account. I wrote back to tell them this, and they then said that I could not consolidate my loans, as I can only have XXXX consolidation loan. That is obviously a lie, because if I can only have XXXX of them .... then how is it that I already have XXXX, then? Makes no sense. Also, you CAN consolidate several consolidated loans into XXXX. According to the UPDATE ON CONSOLIDATION LOAN ISSUES XXXX XXXX AND XXXX, on Attachment A, Page XXXX, it states " A borrower XXXX consolidate an existing FFEL or XXXX XXXX XXXX Loan only if the borrower includes at least XXXX other eligible loan in the consolidation. The other eligible loan XXXX be another Consolidation Loan. If the existing Consolidation Loan is in default, the borrower must also either make satisfactory repayment arrangements on the defaulted loan, or must agree to repay the new Consolidation Loan under the income- sensitive ( for the FFEL Program ) or income contingent ( for the XXXX XXXX XXXX XXXX repayment plan. '' So, in short, Nelnet lied to me and then began to ignore my emails asking for a solid explanation of why they were not processing my consolidation application, which remains in an 'open ' status to this day, over 6 months later. Their refusal to consolidate the loans in a timely manner led to the XXXX lesser consolidation loans being forgiven on XX/XX/XXXX, but the XXXX higher amount consolidation loans were not. Had that perfectly valid application been processed within the XXXX weeks it should have been, all of my loans would now be forgiven. XXXX, if I can only have ONE consolidation loan as they claim... then forgive the whole thing. This is costing me over XXXX, as I am one of those poor souls who has been subjected to extreme compounding interest resulting in a balance far higher than my orginal loan amounts, even after XXXX years. To say I'm frustrated and disappointed is by far an understatement. I expect heaven and XXXX to be moved to fix this issue in my favor. They LIED and then didn't bother doing their job or even communicating with me anymore. In fact, as we speak, I am coming up on an hour hold- it is nearly impossible to get through to them by phone and they don't answer emails. This isn't just plain incompetence .... this should be criminal! It is inexcuseable for an " Official '' Student Loan Servicer.
Company Response:
State: MI
Zip: 499XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for the XXXX program on XX/XX/XXXX. My loans are handled by Nelnet. My loans have been accruing interest. I inquired with Nelnet on XX/XX/XXXX on when my XXXX application would be processed since they have continued to put my loans on forbearance but the interest has continued to accrue. They told me they had no way of contacting the department responsible for processing the applications and no way of telling me when my application would go through. In this time my interest has continued to accrue which shouldnt be happening with the XXXX program.
Company Response:
State: MA
Zip: 024XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A