Date Received: 2023-10-23
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I contacted Nelnet mutiple times via messaging platform linked to my account and via emails. I called Nelnet as well. They placed my call on XXXX hours hold. I asked them to cancel the deferments on my account and continue with the Save Plan. I applied for save plan again on their website and student aid gov page. Nelnet refuses to cooperate and follow up on my request.
Company Response:
State: NY
Zip: 110XX
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: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: XXXX bought my daughter 's student loan from XXXX XXXX, quadrupling her payments, now {$830.00} a month for what started as a {$49000.00} loan. She was able to make her payments on her own before the change. XXXX and a vast rip-off!!! I am in the process of trying to refinance the loan, for which I am the Co-signer. If zero stars were an option!
Company Response:
State: TX
Zip: 75090
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: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Original my student loans were all with XXXX, but they transferred over to NelNet when the XXXX contract cancelled. XX/XX/XXXX, I transferred all my student loans over to XXXX. I've been trying since at least XX/XX/XXXX to get my XXXX credit report to update the status of the NelNet accounts as Closed-transferred/never late. XXXX is the only credit bureau that shows that I have student loans with both NelNet and XXXX for the same student loan accounts. XXXX and XXXX indicate correct student loan information with XXXX only. I tried to both call and email NelNet directly with no response to correct the reporting error to my XXXX credit report. XXXX keeps telling me that NelNet will not update the records when I file a dispute so I'm unable to resolve with XXXX as well. The duplication of student loans between NelNet and XXXX is unacceptable and increases my utilization % on XXXX.
Company Response:
State: VA
Zip: 22304
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 have not yet contacted the company about this issue because a brief XXXX search shows that I am not alone. I have been logging into my Nelnet account on multiple devices and following a forced upgrade that depreciated their app, every time I log in, I get an error screen stating that payments can not be loaded. I am unable to complete the process of making any payments, including paying in full or partially. The entire screen showing my payment information seemingly does not react to any clicks or taps. I am perfectly happy to pay my bill ( I mean, not *happy* about it, but capable of doing so ) but I will not be happy if I end up past due because of their website not functioning for several days.
Company Response:
State: CA
Zip: 95833
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: I received numerous letters to my inbox saying " Congratulations! Your student loan has been paid in full! '' The letters, which I received for each of my loans on XX/XX/23, said that my balance was paid in full. Such an enormous relief! Only to later find a payment due ( {$140.00} ) and a balance displayed ( {$140000.00} ). The payment activity says paid in full, my inbox says paid in full, but I'm also showing a balance and payment due. How is this an acceptable way to conduct business? It is so wrong to " mistakenly '' send these to people and calls into question the accuracy of their records. I sent a request weeks ago for my full account documentation and have received no response. What if I relied on their letters of a XXXX balance? This is unacceptable.
Company Response:
State: NY
Zip: 12020
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: Problem with a company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: On XX/XX/2023, I sent letters requesting proof of the alleged debt that shows on my credit report Which includes original promissory notes signed with my signature I have not received any type of communication in well over 40+ days
Company Response:
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-24
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I made two separate payments to Nelnet on XX/XX/2023 and XX/XX/2023, before student loan payments resumed, intending to pay off all of my outstanding interest so that it would not capitalize. Any excess should then have been allocated to my highest interest loans. That, however, did not occur. For some unknown reason, Nelnet did not apply my payments to my outstanding interest, so that interest capitalized. I have called Nelnet twice, and was stuck on hold for numerous hours both times before being forced to hang up, trying to receive an explanation. Their call line directs you to their website, so I submitted a complaint on their website requesting an explanation and requesting that they remove the capitalized interest that never should have capitalized in the first place. They have given me the full run-around. The first response I received gave me a boiler plate explanation of why interest capitalizes. My reply that I understand how it occurred and demanding an answer to my actual question- WHY it occurred- has still not been answered. The response I received today was another boiler plate response, but this time, it - AMAZINGLY - merely said : " We understand that communicating over the phone may not be your preferred method for resolving your situation. However, it is often difficult to discuss more complicated matters using email communication, which is better suited for more generalized requests. If you would like further information about your account you can contact us at the number listed below. '' I have read hundreds of complaints from other borrowers who have been on hold for several hours without ever being able to talk to someone at Nelnet. The pre-recorded messages played over and over while I personally have been on hold twice for over an hour each time pushed me to consult and use their website. And YET, when I did, I received no helpful response and a direction to call their insanely understaffed phone line. This company is a joke, and I am tired of receiving the run-around at my own expense. I have had a few other issues with Nelnet, including continuing to receive multiple statements with multiple payment dates despite already being approved for a single due date for all loans, but the fact that my outstanding interest capitalized when it absolutely should not have is by far the most severe and the most egregious. This company is yanking me around because they are financially benefitting from allowing my interest to capitalize in the first place. It needs to be rectified immediately, and, as they are impossible to reach and deal with, I am escalating my complaint to the CFPB. You all need to step in and get Nelnet under control.
Company Response:
State: VA
Zip: 232XX
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: This Parent Plus Loan originated with XXXX XXXX in 2007 for $ XXXX. To date, this loan has been transferred to several service providers, that added their fees onto the balance of the loan. These providers were put out of business due to improper practice. I had to get legal assistance on one company who called my HRO Office. When i could not afford the payments any longer, i was forced into forbearance with no explanation of consequences. Companies did not work with me on affordable payments. A $ XXXX loan is now well over $ XXXX. I also applied for PSLF Forgiveness program. Still have not heard from XXXX. I can not reach company on phone for several hours and getting disconnected in between. This has caused undue stress with medical issues. Would appreciate assistance in this issue. Respectfully.
Company Response:
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2023-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-23
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: This is a formal complaint that dept of education is being non compliance as well as dealing in deceptive practices. My conclusion is the strength of following. In XXXX on I wrote dept of education a dispute regarding they sharing personal information to which was a violation of my privacy as well as the graham leaked bliley act to which their response to the complaint was In accordance with our agreements with Department of Education, we furnish your account data to the consumer reporting agencies. As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate. Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to the use and sharing of your personal Enclosed is a copy of EDs privacy notice, which states that for everyday business purposes such as to process your transactions, maintain your account, or report to credit bureaus, we do share your information and you may not opt out of this sharing ( plz refer to complaint number XXXX ) .However under 15 us code section 6802 obligations with respect to disclosure of personal information states, Except as otherwise provided in this subchapter, a financial institution may not, directly or through any affiliate, disclose to a nonaffiliated third party any nonpublic personal information, unless such financial institution provides or has provided to the consumer a notice that complies with section 6803 of this title. To which department of education did not do and furthermore they stated in their response that I may not opt out to which is a clear violation of the law stated above as well as 15 usc 1681a2.
Company Response:
State: PA
Zip: 19464
Submitted Via: Web
Date Sent: 2023-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-22
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have submitted my SAVE application on XX/XX/XXXX to reduce my student loans by XXXX to {$200.00}. During that time they said they would send an email every 10 days to know the status of your application. I have not heard anything since. On XX/XX/XXXX I was required to pay an absurd amount of my student loan even though I can not afford it and my save plan is still processing. I have tried calling every week since XX/XX/XXXX and every time I call, I never get a person on the line, I wait two hours and the phone gets disconnected, and I have tried emailing with no responses. This is not ethical.
Company Response:
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A