Date Received: 2023-10-25
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX university never disbursed funds, I was told by the advisor at the time, that once disbursement was received, that I would receive a refund for the money borrowed from family and friends. I never received disbursements, and XXXX closed soon after. I just found out today XX/XX/23 while speaking with Nelnet that the loan was placed back onto my account under a different name, which is XXXX University, which I had no knowledge of. Recently gained knowledge of GreatLakes selling my account to Nelnet via my XXXX app.
Company Response:
State: TX
Zip: 75052
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: Problem with customer service
Consumer Complaint: I had all my loans under XX/XX/XXXX for almost 4 years, and then XXXX hits- all repayment pauses. After graduating from my educational program, I realized that have loans under the new plan " SAVE '' and a few other loans for some reason not under SAVE and in standard repayment instead. Called Nelnet and took 3 hours each time to get to the customer service. When asked why my loans are under different plans, they can not provide me an answer why and only told me that I can not change my plans under grace period. My interest is accumulating at the rate of almost XXXX per month. I really needed help. I had to re-applied for SAVE, and my application is already processed in XXXX XXXX, but until today ( XXXX XXXX XXXX ) Nelnet still says that my application is pending. Calling Nelnet has been a pain, no one is able to pick up calls and have to be on hold for 3-4 hours to get to speak to an representative. Even if I am lucky enough to speak to one they are not able to answer any of my questions. I think this is illegal/ incompetent if a financial institution is unable to answer my questions, that I can not communicate with about my repayment plans.
Company Response:
State: CO
Zip: 80124
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Nelnet the Higher Education Act and the real U.S. Department of Education regulates the Federal Consolidation Promissory which requires the Disclosure Statement and Repayment Schedule ( disclosure ) be sent at or about the time the fedral consolidation loan was distrubited, this is written on page 5 of 9 of the federal consolidation loan application and promissory note. Nelnet send the Disclosure Statement and Repayment Schedule. The disclosure statement will have the federal lender name who orginate the federal consolidation note and education code, date money was distrubuted, what federal lender received the money, amount of money distributed and date of distribution, terms of repayment of the money, each federal loan promissory note consolidated from XXXX XXXX XXXX XXXX XXXX XXXX my federal lender, date the federal consolidation loan can be canceled, statement if the federal loan goes in default who can a person contact, my legal address and the federal lender orginator website address that the application was completed. Nelnet without the Disclosure Statement and Repayment Schedule means no money was distrubited. Nelnet on page 2 of 9 of the federal consolidation loan the loan holder name is XXXX XXXX XXXX, I never had a loan with XXXX XXXX, no entity exist with name of XXXX XXXX XXXX. Your federal consolidation loan was not consolidate with my lender XXXX XXXX XXXX XXXX XXXX XXXX why? The loans listed on page 2 are not my federal student loans. Nelnet send the E-Sign contract to verfiy the type printed name and my physical address as the application requires and wrote, no XXXX XXXX without a physcial address. Nelnet you are wilfully in violation of the Fair Credit Reporting Act for not supplying the Disclosure Statement and Repayment Schedule. Nelnet you have prevented me in obtaining a mortgage. I have to renew my lease for higher rent payment. Nelnet you have damaged me. Nelnet it does not take up to 60 days to send me the Disclosure Statement and Repayment Schedule in which is manditory. With in four days after receiving this complaint Nelnet does not send me the Disclosure Statement and Repayment Schedule my summons and complaints is ready to file. Nelnet send me the Disclosure Statement and Repayment Schedule now.
Company Response:
State: MI
Zip: 48075
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: Don't agree with the fees charged
Consumer Complaint: My student loans were automatically transferred into the 'SAVE ' Income Based Repayment Plan from the 'REPAYE ' Income based repayment plan by Nelnet. The updated monthly payment number provided by them was almost double what the student loan calculator and my student loan planner estimated. So a new IBR application was created by me in XX/XX/XXXX. Several weeks went by without hearing anything from my student loan service provider. I contacted them and they said that they needed updated financial information from both me and my wife. I asked why I wasnt contacted by them directly to provide the information and they didn't have an answer. The information they asked for was provided on XX/XX/XXXX ( 1040 Tax forms for my wife and I ). I didn't receive any correspondence from them up until today, XX/XX/XXXX, in the form of an email saying that my application has been approved. When logging into Nelnet my estimated monthly payment responsibility INCREASED from $ XXXX to ~ $ XXXX. I immediately called the customer service phone number and was on hold for 1hr and 51minutes before a representative was able to help me. The representative told me that the estimated monthly number is high because they didn't include my wifes student loan burden into my calculation. When asked why, they responded that it's because I marked off on the application that we plan to file taxes separately. The Nelnet provider incorrectly advised me to resubmit a new application specifying that my wife and I plan to file JOINTLY in order to have her student loan date incorporated into my monthly calculation. Nelnet told me that the only way they will include my wifes loan data into my calculation is if I specify that we plan to file joint taxes. This was incorrect information provided by Nelnet. The SAVE plan allows married borrowers to file separately and I shouldn't have to submit a new application. Nelnet needs to calculate my monthly payment based on BOTH my wife and I 's student loan burden which will ultimately decrease my monthly payments significantly.
Company Response:
State: NJ
Zip: 07621
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: Problem with customer service
Consumer Complaint: On or about XX/XX/2023, I placed several calls to Nelnet concerning my student loans. I only got through twice after massive wait times, and neither representative was able to help. In fact, the second person explicitly told me she " couldn't do anything ''. The first representative was disconnected. When I tried calling back, there was a massive ( over an hour ) wait time just to speak to someone. The second representative told me they could not help me. I just wanted to change my due date by ONE day. Something they advertise is easy to do on their website, but instead, I was told to contact the department of education. This is the last time I could get anyone to answer or reply from Nelnet. After talking to the department of education, I was told that Nelnet was responsible for any type of payments or changing the due date. I attempted calling and emailing again and waited several hours, with no answer. Again, I have not been able to get anyone from Nelnet to answer my calls or emails. The only response I get is an automated reply. This is completely unacceptable. I waited on hold for a total of almost XXXX hours with no resolution. As a XXXX and a XXXX XXXX XXXX finding that amount of time to just wait is next to impossible. I have NEVER had such a poor experience when trying to manage an account ... even the military and VA are better than Nelnet as far as " customer service ''. How am I expected to continue with payments when there is absolutely no effort to provide any type of service and the company is completely unreachable. This seems very fishy and almost like a scam. It is not the first time Nelnet has been caught in controversy -- i.e. the over XXXX XXXX dollars scammed from student loans...
Company Response:
State: AR
Zip: 72015
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Automatic payment did not process on date selected leading to interest building on incorrect amount and past due. Had to make another payment to make the due date. Waited on hold 3 hours, no answer from helmet nor any response from my email.
Company Response:
State: VA
Zip: 22043
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I called NELNET on XX/XX/2023 I tried to get in contact again both via email unsuccessfully, and on the phone. They do not respond with anything helpful, and do not pick up the phone ( today I was on hold for over an hour and a half until I finally gave up ). Nelnet has been blaming the department of education and anyone else they can for their incompetence. I have been trying to get my loans off a forebearance that I was wrongfully placed on since early XXXX. This was a forbearance that I opted out of on 2 different forms ( minimum ). The first time I called the rep told me I need to call the department of education. I called the department of education and they told me this was incorrect. I called NELNET again ( extremely long wait time I had to miss a few hours of work for ). The representative on the phone blatantly lied to me and did not do anything to remove this forebearance despite claiming it would be removed within 2 weeks and all interest accrued would be corrected. Yes, CONVENIENTLY for Nelnet this problem occured when interest started accruing again, and they have been charging me interest on my loans that I have no way to set up autopay on ( SAVE is supposed to forgive any excess interest that isn't covered by the monthly payment ). When I called them they lied to me and told me they would remove the forbearance from my account- which they didn't do. Here I am stuck holding this ticking time bomb. Begging for help in any way possible. I am considering giving up and going on strike. My life is already ruined by these loans anyway. Meanwhile Nelnet sends me emails that don't make any sense. They have given me 5-6 different monthly payment totals. I have no idea who to contact or how I can get this resolved. I have tried calling the us dept of education ( federal student aid ) and they can't do anything about it. They says it's managed completely by NELNET. I can't believe these are federal loans being managed so poorly, and at MY expense. I have no idea how I will ever have a life that is not in a chokehold from the crippling debt, the system state of chaos, trying to understand the legalese, from my student loans.
Company Response:
State: NY
Zip: 105XX
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: During the student loan freeze money automaticly withdrew from my account which was wrongfully taken out of my account to due to loan forgiveness being in effect. Payment Details Confirmation Number : XXXX XXXX Account : XXXX Group ID : XXXX Payment Amount : {$62.00} Payment Effective Date : XX/XX/2023 Date Payment Authorized : XX/XX/2023 Routing Number ending in : XXXX Account to be Debited ending in : XXXX Confirmation Number : XXXX Nelnet Account : XXXX Group ID : XXXX Payment Amount : {$71.00} Payment Effective Date : XX/XX/2023 Date Payment Authorized : XX/XX/2023 Routing Number ending in : XXXX Account to be Debited ending in : XXXX Confirmation Number : XXXX XXXX Account : XXXX Group ID : XXXX XXXX XXXX : {$74.00} Payment Effective Date : XX/XX/2023 Date Payment Authorized : XX/XX/2023 Routing Number ending in : XXXX Account to be Debited ending in : XXXX
Company Response:
State: PA
Zip: 19067
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for SAVE program XX/XX/2023. My application showed as reviewed and completed by Nelnet, my loan servicer, as of XXXX XXXX. My account showed a balance of over {$700.00} due XX/XX/XXXX, while studentloans.gov showed {$590.00}. I called Nelnet XXXX XXXX. I had to wait through a hold of nearly two hours. A customer service representative informed me that the company is delayed in approving the SAVE applications and I should expect that I would be placed into an administrative forbearance again if the due date were reached and Nelnet had still not completed their review of the application. She confirmed that the amount should and would match studentloans.gov. The entire call took less than 5 minutes. By XX/XX/XXXX ( today ), my account showed a past due balance of the incorrect amount previously mentioned, and had now doubled as the same amount was now due for XXXX as well. I called Nelnet and again was placed on a hold of nearly two hours. The customer service rep who helped me this time again told me that the application had not been processed because Nelnet is behind. She informed me that my only options to avoid past due payments piling up and affecting my credit were paying the current balance or to be placed into a hardship forbearance which would be removed once the application is processed. I was informed the forbearance does not count toward my months paid as I work toward forgiveness under the Income Driven or SAVE plans, even though none of this is my fault and I would have paid the correct amount had Nelnet finished their review. I agreed to allow the Nelnet representative to place me into the hardship forbearance, as that was my only option because I can not afford to pay the due amount, which is now more than {$1500.00}. Throughout this entire process I have never received any correspondence about my application from Nelnet, despite the original guarantee that I'd hear something within 5-10 days of when I applied as well as every 10 days following that. The representative said the company is aware of problems with this correspondence, but she could not provide me any information in writing to confirm. I was also informed that once the application is reviewed by Nelnet, I'll be required to pay a {$5.00} fee to move my loans into the SAVE program, which seems outrageous considering I'm already paying hundreds of thousands of dollars and have had such a nightmare getting any communications from them about this move.
Company Response:
State: VA
Zip: 22314
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-25
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Nelnet is the root cause. I attempted to change my IDR plan to SAVE to avoid being crushed any further with interest and high payments on the studentaid.gov website approximately a week into XXXX. At some point XX/XX/XXXX or before, Nelnet showed it was processing the request. On XX/XX/XXXX it showed Status : Complete. Then 3 days later they suddenly decide its not complete and claim to need more information. They claim to have emailed me, but they most assuredly DID NOT. Now they wont respond to emails or phone calls to tell me whats supposedly missing. Ive signed up to auto release my tax info so this is nothing more than a shake down to STEAL money from the working man/woman. What good is smooth service on studentaid.gov when my loan servicer just feigns incompetence so they can keep enjoying giants bags of my interest money while thinking of new and exciting delay tactics to add to their playbook of white collar crimes. If Uncle Sam really is still number one, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX at Nelnet.
Company Response:
State: NC
Zip: 27360
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A