Date Received: 2023-10-25
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been unable to reach anyone via phone for over 3 weeks starting from the beginning of XXXX. I have made 5 attempts to call on different days of the week and been on hold for over 60 minutes every single time. My message through their system has gone unaddressed as well. Nelnet put my loan into an administrative forebearance while I'm waiting for my SAVE application to go through. I did not ask for that to happen and wanted to keep my auto-payments going. I am unable to reach anyone via phone to opt out.
Company Response:
State: NC
Zip: 27616
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 contacted my student loan servicer ( Nelnet ) to update my payment plan. I first called them on XX/XX/ to ask to move to a different payment plan. They told me it was not a problem, they updated it, and it would take 11 business days before it would reflect my new payment plan online. That date came and went and it was not updated, so I called again on XXXX They then told me that it was actually supposed to be a 22 day turnaround ( not 11, XXXX XXXX XXXX was supposed to be the original deadline ), they could not rush my request, and to call back after the XXXX if it was still not fixed. They would not provide me with a reference or ticket number, the rep would only provide me with her first name. The second deadline arrived and it was still not resolved. I waited a couple of business days to give it a buffer, but it was still not fixed so I called for a third time, on XX/XX/. This time the rep told me that during my second call, my initial request was " disregarded '' so it was not processed as it should have been. She allegedly had to get " approval '' from a supervisor to expedite my request ( why, I don't know- it was their mistake so I'm not sure why it needs approval? ). She was able to get approval but reportedly had to call another help desk to make the update to my account. This third call took 4 hours total but did finally resolve my issue. I have attached a screenshot below of the call time right before we disconnected. I want to note that, in the defense of the last rep, she actually resolved my issue and made sure to check on me periodically while I was on the extremely long hold.
Company Response:
State: IA
Zip: 50023
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: Despite multiple communications with Nelnet, my forbearance has not been lifted. On XX/XX/23 I spoke with a representative who told me she would remove the forbearance on my account so I could make my first payment in XXXX and have the remainder of my interest subsidized under the SAVE plan. She told me that even if I was autobilled later in XXXX, it would retroactively bill for XX/XX/23. However ; the next representative I spoke with on XX/XX/23, stated that was not the case and I would not be billed until XX/XX/23. I need my forbearance to be lifted as soon as possible so my student loan interest does not continue to accrue, while I am unable to make payments under the SAVE plan.
Company Response:
State: GA
Zip: 31021
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: Old information reappears or never goes away
Consumer Complaint: Student loan was taken in XXXX : I have since moved out of state ; they are in violation of collecting on a '' XXXX '' debt. In addition, i have endured the pandemic, suffered a debilitating XXXX and am currently on disability-will probably be on for life. Please remove credit reporting from any reporting credit bureaus, currently reporting. to XXXX, i have disputed, but they did not remove.
Company Response:
State: AZ
Zip: 85351
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 submitted a saves application in XXXX and was told 7-15 business days to process it. Never got any updates and asked for them. Went to log in on their sight and was met with I needed to create another account with them as my old one was closed. This lead to me having to re apply for the saves plan again. I have also tried to get in contact by phone to have to be on hold for XXXX hrs and then never get anyone.
Company Response:
State: TX
Zip: 77327
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: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Reporting a credit card account not confirmed : XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Reporting balance effecting credit scorez ; however, the loans are in deferment status and should report a XXXX balance negative impacting the student credit score. I am currenlty a student and all student loans are deferred for 12 months or more. My mortgage application date will conflict with my current credit score harmimg my goal to buy a home fairly. The deferment isn't due to financial hardship, lenders may not include the payment in the DTI calculation. DEPT OF ED/XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX
Company Response:
State: LA
Zip: 70114
Submitted Via: Web
Date Sent: 2023-12-11
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: Problem with customer service
Consumer Complaint: I submitted a deferment request application over a month ago. I was informed that it would take a few weeks. Every time Ive attempted to call I have had to wait on the phone for over 5-6 hours. I will then email as my second option and the email respond with two automated replys. The first stating someone will be in touch with you soon and the second email says due to an unprecedented amount of emails. We are unable to provide a response to your specific inquiry. It is ridiculous I can not have a simple answer to my predicament and its ashamed I cant even get a minute of their time to discuss it. For something that I decided to utilize to further my education, you would think customer service would at least be decent.
Company Response:
State: TN
Zip: 37066
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: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the SAVE repayment plan and submitted my application on XX/XX/XXXX. It was reviewed by Nelnet on XX/XX/XXXX. According to the FSA website, my loan servicer has completed their review of my application. However, when I check Nelnet, it says theyre still reviewing my application. I reached out via phone and email on XX/XX/XXXX. I was kept on hold for too long and couldnt continue waiting. I never received a response to my email. I have tried calling numerous times throughout the month of XXXX to no avail. I am currently on hold as I write this, and have been on hold for 1 hour and 20 minutes so far. In the meantime I have accrued even more interest with absolutely zero communication from Nelnet about whats going on and absolutely no help when I seek it.
Company Response:
State: NY
Zip: 11232
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: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I attend XXXX XXXX XXXX XXXX email by Federal loan to loan discharge sign by chief operator XXXX XXXX. It has not been discharged XXXX XXXX XXXX was a fraudulent and school closed due to lawsuit
Company Response:
State: UT
Zip: 84118
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 registered for auto-debit for payment of my loans in XX/XX/2023. I received correspondence from Nelnet that confirmed I was placed on an auto-debit plan and that it would start after XX/XX/2023. My first payment due on my loans under the SAVE repayment plan was XX/XX/2023 for {$160.00}. On Monday, XX/XX/2023, my account indicated that it was " past due '' and there was no record of the pending auto-debit in my account. So, I paid my {$160.00} loan payment on XX/XX/2023 through the web. Now, in my checking account, I see two payments for my loan payments, indicating that the original auto-debit must have gone through. I'd like this to be resolved quickly and frankly, for Nelnet to get their XXXX together. I understand if they are understaffed at the moment but they knew repayment was on the horizon and had 3 years to figure this out. Now, I've paid them extra money, who knows what they will do with the extra money ( probably keep it towards interest, even though under the SAVE plan if I pay the required payment the remaining uncovered interest is supposed to be forgiven ).
Company Response:
State: MO
Zip: 63109
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A