Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I've attempted on multiple occasions to get customer service on the phone about when my SAVE Plan application will be approved and put into effect. Studentaid has already shown my application was reviewed and approved, but Nelnet just continued to sit on it while interest accrues. That's convenient for them
Company Response:
State: TN
Zip: 37209
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: Problem with customer service
Consumer Complaint: The issue is my servicer Nelnet. Firstly I want to talk about the communication. I don't receive proper communication through email or phone at all. I try to contact through phone and am left on hold for over XXXX hours without ever speaking to a human or i'm automatically hung up on by them. From Email I don't receive any responses from at all. When my loans were transferred over to Nelnet in XXXX of XXXX they never sent me any log in information to be able to set up my Nelnet account so I could start the payment plan process. Because of the previously mentioned communication issues I couldn't find out what was happening. So come XXXX weeks later I send an complaint to the XXXX on XX/XX/XXXX about my loan servicer and how they won't talk to me. Only after putting a complaint in do they send the information to me that same day and my complaint case with the XXXX is closed. So to get things done, ask questions, even somewhat communicate I have to go and complain to the federal government. Come XXXX XXXX it's time to set up a payment plan before student loan debt continues. I submit a SAVE plan to the XXXX who send it to Nelnet. On XX/XX/XXXX apparently Nelnet has full reviewed the application according to the XXXX and i'm automatically put onto the payment plan and I won't have to resubmit for an income based plan until XX/XX/XXXX. I think wow that's quick and great. From that point on my payment plan does what it is suppose to do and so does Nelnet. It's even confirmed on the XXXX website. Life is good... until today on XX/XX/XXXX. Where I go the Nelnet website and they reversed their decision, took off the payment plan, no reason at all given, and say I need to pay up over {$600.00} in XXXX. They deleted all evidence that the payment plan I was on existed. I can't call them to figure out why they did this or what is happening. The evidence is fully on the XXXX website that everything went through too. So to me it seems that they are doing a rug pull on borrowers and they don't have to suffer any consequences at all because you can't reach them. If you can't reach them then just hope you give up. To me it seems the company is run by chat bots, infinite phone line holds, and email bots who never respond.
Company Response:
State: NC
Zip: 27330
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: A few days ago I called nelnet to find out why they haven't approved my annual recertification. They refused to answer my question directly and tried to steer me into sending in the wrong forms to push my recertification past the due date to illegally charge me more fees. They did once before and charged me {$4000.00} to my account which drives up my debt exponentially. I request nelnet and the people I have spoken with on both occasions to be charged with financial fraud.
Company Response:
State: NM
Zip: 88201
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 setup autopay for my student loan. Then, I see that I am past due and initated a one-time payment. Today, I see that NelNet ( student loan servicer ) debited the payment TWICE. When I called to get clarification, they said there is a known glitch in the system. They have not alerted any customers of this known glitch.
Company Response:
State: PA
Zip: 152XX
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: On XX/XX/ I requested that Nelnet provide a refund of the payments I made during the pandemic forbearance. They agreed and said the reimbursement would be processed. In XXXX XXXX XXXX XXXX XXXX XXXX XXXX I made attempts to contact Nelnet via their customer service line. In addition, Ive attempted to use their contact form. As I recently moved from the XXXX I have had significant trouble getting ahold of someone. While on the phone, the automated machine asks that I supply my social security number, date of birth, and 5-digit post code. My post code is no longer 5 digits, as I live in the XXXX and it is a 6 character alphanumeric code. Because they were unable to verify my account, they noted it would take longer to connect me. After sitting on hold today for 2 hours, I was promptly disconnected. In XX/XX/, Nelnet reinstated the balance that I requested a refund for, indicating that they had refunded me. In total, I paid Nelnet over {$6000.00} during the pandemic, bringing my balance to {$20000.00}. After requesting a refund, my balance rose again to {$26.00}XXXX XXXX Unfortunately, I have not received the check despite updating my mailing address to my XXXX residence, which they assured me was fine to receive a refund check. I would like assistance with either obtaining that check or understanding why Nelnet is fraudulently claiming that I owe XXXX XXXX when I should only owe XXXX XXXX until they provide that reimbursement. Additionally, when requesting the refund in XXXX, I asked if the reimbursement could be refunded to the original payment method. They told me the department of treasury only issues reimbursements in the form of checks. I know this not to be true because my husband received a similar reimbursement from the department of treasury as a refund to the original payment method.
Company Response:
State:
Zip: XXXXX
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: Problem with customer service
Consumer Complaint: I sent payment of XXXX to Nalnet to see if my payment went through, and it didnt. So I went on their website and made a payment, by doing so it made me sign up with automatic payment. I cant cancel it and Im afraid that this week a second payment will be taken from my bank before I can cancel it. I tried for weeks to email call, and even been on hold for several hours with no answer. To written response back from my email either. I only receive automatic email response.
Company Response:
State: NM
Zip: 87111
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: Received bad information about your loan
Consumer Complaint: My XXXX Great Lakes loan was 1 loan for 1 year of college. I initially received an e-mail notice on XX/XX/XXXX reflecting my one loan being transferred, however when it got transferred to Nelnet, they split my loan into 5 separate loans!!!! When I noticed this I disputed this on my credit report and was told it was not in violation-how!? I then opened a complaint with FSA ( Case # XXXX ) and they sent me some automated information. I am pursuing my XXXX XXXX XXXX and when I took out the loan I was sent an email on XX/XX/XXXX by Nelnet saying I would be in deferment for my loan and did not owe anything. I double-checked on the website and it said I still owed on both my XXXX and XXXX loans. I then completed their steps and said I was in school and it said that all of my loans qualified for deferment. I didn't hear anything else for almost a month. When I checked my bank account yesterday, XX/XX/XXXX I noticed a withdrawal coming out. I was upset so I called the line and they had a 45-minute wait. I requested a call back and when they called back I explained both of my issues and how they were incorrect. The girl on the phone told me I should consolidate my XXXX loan and I stated that it should've never been unconsolidated in the first place and I didn't want it to affect my loans or credit any and she said she wasn't sure and would transfer me to someone else. I then informed her that they should also not be taking any payments from my bank since I should be in deferment, and she said let me speak to someone about this. I waited on hold for approximately 10 minutes when the phone said " XXXX XXXX EASTERN TIME '' and hung up on me. I am trying to do the right thing and they are unresponsive to my requests. They mishandled my XXXX loan and took money from my bank erroneously. I also double-checked my email and it looks like on XX/XX/XXXX they removed the comment on my credit report that I disputed the error. Please HELP!
Company Response:
State: TX
Zip: 77521
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: Called on XX/XX/XXXX, waited on hold for 90 minutes and then was hung up on. Filed an online form on XX/XX/XXXX, never received a response.
Company Response:
State: FL
Zip: 34953
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: In XX/XX/XXXX, I received notification regarding garnishments for lack of student loan payments. In XX/XX/XXXX, I signed up for the XXXX XXXX Program through XXXX XXXX XXXX XXXX XXXX Maryland ( no longer in business ) and successfully made my required payments. In XXXX XXXX, my employer advised that garnishment would begin on XXXX XXXX, XXXX for failure to pay my student loan, although I was told that completing the XXXX program would prevent this from happening. As of XXXX, XXXX, my wages have been garnished ( bi-monthly ) however, I do not know who the payments are being made to and why my monthly payments through Nelnet are also being required? I have been consistently making daily attempts to contact Nelnet with no prevail. The wait times are extremely long two-hours or more and no results. I have filed a complaint through XXXX, and their response is that they have attempted to reach out however, there is no record of that from my end. As a XXXX XXXX teacher in a public school I do not know what else to do as I am unable to endure both a wage garnishment and making monthly payments. Help is needed!! Sincerely, XXXX XXXX XXXX
Company Response:
State: GA
Zip: 30168
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I was charged {$210.00} twice in the same month by Nelnet. They never answer the phone in a timely manner meaning I was hold for 3 plus hours. They are always understaffed and dont answer emails.
Company Response:
State: LA
Zip: 708XX
Submitted Via: Web
Date Sent: 2023-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A