Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I applied for the Save Plan 10 weeks ago ( on or around XX/XX/XXXX ). Switching plans would bring my student loans down to XXXX because my salary is currently low. After about a month with no traction ( and no communication ), I saw on the website that my loan payment remained the same amount it used to be. I called Nelnet to see what the hold up was, they assured me it was processing and I just needed to wait. That was the beginning of my arduous back and forth with Nelnet. Over the following weeks, I proceeded to call them five more times ( most with 2-3 hour wait times on hold ). Each time I called, the loan servicer told me the same thing. It was " processing '' and it was nothing to worry about. They couldn't give me more information but assured me the line was just long to get approved. They couldn't pass me along to someone else for one reason or another. They told me to continue to wait and it would be handled. By the time late XXXX rolled around, my interest started accruing. With my first student loan payment due XX/XX/XXXX, I became more nervous that this wasn't getting solved. I called several more times ( waiting nearly 3 hours every time to talk to a loan agent ), who told me the same thing : it's still processing and they don't know why but there's nothing they can do. When I asked for an administrative forebearance, they said it was impossible. I would be responsible for making payments and interest despite this being the fault of Nelnet. By their own account, they've told me there's no reason the approval of my application should take so long, but can't give me any more information. I believe they are acting in bad faith to get more money out of me. Regardless, their ineptitude should bare the responsibility of my payments and interest ( which has accrued to over XXXX dollars already and counting ). Friday XX/XX/XXXX, I insisted to speak to a higher-up, but was told no one was likely to answer. My agent assured me she would call me again the following Monday at XXXX AM. No call ever came. There has been no earnest attempt by Nelnet to solve this problem or direct me to someone who can, despite my repeated attempts to do so. This is causing me great XXXX, stress, money, and time ( I've spent nearly 15 hours on hold now with no solution, and have had to take that time during work hours ). I can not afford my payments but have now been pushed into a corner -- pay them or go into forbearance which would jeopardize my ability for my loans to be forgiven in 20 years ( as confirmed by a student loan agent over the phone ). I have no other ability to get this solved and have advocated for myself in every way possible, but Nelnet will not assist me.
Company Response:
State: CA
Zip: 90039
Submitted Via: Web
Date Sent: 2023-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried to make my payment twice with Nelnet.com. First on and XX/XX/XXXX and then on XX/XX/XXXX. After days of processing the payment was returned to my account both times. My account appears past due and shows a penalty for it. I have been on hold for hours 3 separate times unable to get any help from customer service. I have also tried emailing twice with no response.
Company Response:
State: AL
Zip: 36526
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I owed a debt when I went to college, I plan to pay the debt but I recently was laid off. I wish to contact to change the terms of my payment plan but I can not get a hold of anyone at Nelnet. Mygreatlakes at least was responsive.
Company Response:
State: CA
Zip: 95603
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Before the student loan COVID pause, I was enrolled in autopayment through an old bank account. Before the start of repayments, I turned off autopay and removed the old bank account linked to my account on XX/XX/2023. I planned on taking advantage of the on-ramp policy and starting my payments later ( XX/XX/2023 ). Despite receiving a confirmation email confirming I was no longer enrolled in autopayment, Nelnet still withdrew from the old bank account on XX/XX/XXXX, XXXX me to be overdrawn. I have not used that account in years. When I try to get in touch with Nelnet, I face incredible wait times. In fact, I am typing this message while on hold with Nelnet. I've been on hold for 4 hours now.
Company Response:
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: My student loans were sold to Nelnet, who is currently servicing the loans referenced. I am being prevented from buying a home because loan service provider is not positioned to collect payment or complete business as usual processing for the loans. I lose my current housing on XXXX and this delay will result in my being unhoused. I have XXXX children. I filed an income-based repayment request following my divorce in early XXXX, as the full payment isn't doable on my salary as a single wage earner with XXXX small children. Nelnet 's website states that the standard review time for loan paperwork is three business days, with status reports at 5 and 10 days post submission. My IBR was received on XX/XX/XXXX. All of these dates have passed with absolutely no communication, so I began calling my service provider to ascertain when I could expect to hear from them. I attempted their chat, sent multiple e-mails and read all of the help topics to try and resolve my question without additional assistance, as their website directs. None of these resources could provide me with details on my individual loan and how I could request escalation on the process. So, I began to make phone calls. In one day, ( XX/XX/XXXX ) I spent nearly three hours on hold simply trying to speak to someone and needed to hang up after three calls of greater than thirty minutes each because I simply couldn't stay on the line any longer. On XX/XX/XXXX, I resumed my efforts and after 2 hours and 45 minutes on hold, finally got to speak to a service agent. The agent was lovely and in no way the subject of this complaint. I was told that the review process is delayed and is taking an average of 31 days. I can't wait that long, so I asked to escalate to a supervisor. I was informed that would require an additional 90 minutes " or longer '' on hold. I had already spent nearly three hours on hold, and couldn't spend any more time, so I asked if I could give my information and receive a call-back. I was informed that this isn't done. I asked what my options were and the only one available was to wait for a manager for greater than an hour. There are apparently no other avenues for recourse or review, aside from just waiting on the phone for multiple hours. It is clear that Nelnet is not capable of servicing the loans they bought and it is unfair that I can't contact anyone without multiple hours on hold, escalate or understand when I might be able to resume my housing search. Simply allowing agents to call customers so you didn't need to be on hold all day, providing actual service levels for different actions ( Three days to get your application reviewed should be 31 days for application review, for example ), or requesting escalation would all be reasonable solutions that would require very little work by the servicer and improve the customer experience. These loans are a serious financial burden and I would like to pay them at a reasonable rate and need the company servicing them to do their work in a timely fashion so that I can get housing. The impact to me and my family has the potential to be catastrophic ; this can't wait.
Company Response:
State: CT
Zip: 06118
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/2023, I tried to make a payment for my federal student loan. When I logged into my account, something was wrong and I was unable to make a payment. The account said I didn't owe anything but there was a conflicting message saying " payments for borrowers whose Nelnet accounts start with " XXXX '' will be due in XXXX. '' My Nelnet account starts with " XXXX '' meaning that I needed to start making payments. But I could not make a payment because there was nothing to be paid. I called Nelnet to figure this out on XX/XX/XXXX around XXXX. The wait time was supposed to be XXXX minutes. I remained on hold for XXXX hours before I had to hang up because I had work. I ended up sending them a message through their website because that was the only other way to contact them. 20 days go by and they have not replied to my message. On XX/XX/2023 at XXXX, I called them again and remained on hold for another XXXX hours despite the wait time being a few minutes this time. Finally someone picked up the phone and I was very happy. But then the individual proceeded to pretend they could not hear me. They kept saying " Hello? Hello? '' before hanging up the phone. Nothing was wrong with my phone and I confirmed this by calling a relative immediately after and they were able to hear me perfectly clear. I have been unable to get in contact with Nelnet despite my many efforts and I am at a complete loss right now. I don't know what to do and my loan payments are supposed to start this month.
Company Response:
State: IL
Zip: 61801
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I submitted an IDR and consolidation application on Saturday XX/XX/XXXX. I did not get any confirmation from Nelnet regarding the status or receipt of the application ( s ). My federal student loan account on studentaid.gov shows they are processing with the servicer ( Nelnet ). According to everything I have read about applying for IDR plans, my account should be in forbearance until the application is processed ; " administrative forbearance '' according to consumerfinance.gov. As of XX/XX/XXXX PM, my account on Nelnet is marked as " past due '', and I have waited on hold on the phone for 4 hours total today ( XX/XX/XXXX ). I have not gotten to talk to anyone regarding this situation and if they indeed get the applications and why my account is not in forbearance. Email concerns directed me to the website, which does not have personal account answers. Each time I was on hold, my call was disconnected. I need this information before my " past due '' account effects my credit score.
Company Response:
State: OH
Zip: 44130
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was informed that my request for XXXX wasn't approved ( see text below ). When trying to get in contact with them, their chat service said to call. I'm calling and have now been on hold for 1 hour, 11 minutes, and 35 seconds. None of their social media allows for contacting them through direct message. Additional Action Is Needed to Change Your Repayment Plan Dear XXXX, You recently requested an income-driven repayment plan, but we are unable to approve your request. Log in to your Nelnet.com account and select Documents from the menu, then Inbox to view more details about your request and available options. It is important to check your inbox regularly because these messages may be alerting you of action needed for any recent requests, repayment plan information, or other updates to your account. You can always access your messages and account details when you log in to your Nelnet.com account.
Company Response:
State: DC
Zip: 20008
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: First, no one from Nelnet has responded to me in months, including requests on whether my information was part of the data breach. Second, my SAVE application was processed and completed on XX/XX/23 ( before interest restarted ). Despite this, Nelnet is still " processing '' my application, causing my account to accrue thousands of dollars of interest. I have followed up multiple times for an update over 2 months and received an automated email that Nelnet would not be answering emails due to large volume. Third, the statements Nelnet provided me is missing more than {$50000.00} of my unpaid loans. For this particular issue, I have spent XXXX hours on hold waiting for someone to answer their call center line. Nelnet is a scam and has repeated predatory behavior against borrowers, including sending me statements claiming that my outstanding amount owed is {$58.00}, XXXX and not my actual amount owed of {$120000.00}, despite my numerous follow ups to confirm. In addition to stating an incorrect amount, this statement also states incorrect interest rates on the loans it does list ( which are fixed rates ) and incorrect and inconsistent interest calculations. This company needs to be held responsible for their unethical business practices.
Company Response:
State: NY
Zip: 10014
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX, I made the minimum monthly payment due XX/XX/XXXX of {$620.00}. I have ten different subgroups within this loan. I pay extra on 2 of the ten loans due to interest rates, so the due dates tend to be pushed back further than then rest of the groups. On XX/XX/XXXX, I logged into Nelnet to make my extra payments on those two loans and noticed my account shows I still owe {$430.00}. When I drilled down into my loans, Nelnet allocated my XX/XX/XXXX payment towards only 4 of the 8 subgroups, thus pushing back the due date for those loans to XXXX of XXXX yet keeping the remaining 4 subgroups due on XX/XX/XXXX. On XX/XX/XXXX, I called Nelnet during my workday and waited on hold for over 2 hours to be connected with a representative, XXXX. The representative had no explanation as to why this happened or how. Their only suggestion was to " file a form '' to reallocate the payment. There is no tracking number or work ID number for me to reference if I have to call back in on this. I was then told that it was a 3-4 week process to correct this mistake from Nelnet, which puts me right at the due date of the payment I already made. Due to Nelnet 's incompetence and negligence, this would increase my monthly payment from the {$620.00} ( which was already paid ) to {$1000.00} if I want to make sure I don't have a late payment and accrued interest on my record. This is completely unacceptable to require borrowers to take hours out of their workday to try to correct Nelnet 's mistake only to receive no solution and no way to track that the conversation actually happened. The service level is obscene when people 's credit, budgets, and interest accrual are on the line. I have no faith in this financial institution to correct this problem moving forward. I would like my payment reallocated in a timely manner ( within one business week ) and I would like all interest frozen while Nelnet works to correct their mistake.
Company Response:
State: FL
Zip: 32708
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A