Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My account was transferred to this company, they have not sent out any e-mails, calls, letters to me in order to start re-payment process. I'm unable to login to their website, customer service is non-existent. I've tried calling, e-mailing them and nothing. I'm unable to pay my loan, and will be marked as late soon.
Company Response:
State: IL
Zip: 60647
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: XXXX XXXX repayments resumed in XXXX. My loans are currently handled through Nelnet. My first payment was due XX/XX/XXXX in the amount of {$270.00}. To cover this payment, on XX/XX/XXXX I made a payment of {$520.00}. On XX/XX/XXXX I checked the account to see that the payment I had made had been applied to the account, but was not considered applied to the XXXX bill. Therefore, my account showed XX/XX/XXXX as a missed payment. My account now shows I owe {$540.00} on XX/XX/XXXX because they combined the " missed '' XXXX payment in with my payment due in XXXX, and I now have a missed loan payment on my record and credit report. I called customer service. After an unreasonably long hold time of XXXX hours and XXXX minutes I was told they'd file an account adjustment form, but that the form would take XXXX weeks to process which means I'm still stuck paying the {$540.00} I just will no longer have the missed payment on my credit report. With student loan payments resuming its unacceptable for them to be so short staffed that wait times are north of XXXX hours. It's also frustrating that there's essentially a {$270.00} extra payment I'll be forced to make. Despite it being applied to the loans it's unplanned and tough on a budget.
Company Response:
State: OK
Zip: 73099
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I received my statement for my students loan to Payments to begin. I was already signed up for auto draft but went ahead and made a payment to get ahead a month ( {$180.00} and This is the only reason I am not currently late ). They auto draft the same amount I paid but applied it to an account that has no payment amount posted and a due date for XX/XX/XXXX. I also saw an auto draft for XX/XX/28 for {$380.00}. This was not on last month or the next statement I received yesterday. I can not turn auto draft back on unless it will draft for the {$380.00}. Luckily I caught this or it would have overdrafted my account and caused bank fees I would have had to pay or argue with my XXXX about. On the make a payment screen it shows {$180.00}. And on the overall loan summary it shows {$180.00}. Also since I had to turn off auto draft, my XXXX XXXX discount on interest is removed so their error is costing me additional money and lots of stress. I spent XXXX hours holding between work meetings to not get through and have been holding for an hour now. I have sent XXXX emails. I know I am not the only one that is probably having these issues. I am trying to make the payments but they are making it extremely difficult. This is preventing sleep at night stressing.
Company Response:
State: FL
Zip: 32526
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/XXXX I submitted my payment in full through Nelnet, who is my loan servicer. The payment made was {$61000.00}. On XX/XX/XXXX I received an email saying that my payment was denied. Following up with this I called my financial institution only to find out that no transfers of money were even attempting to be made. I went ahead and resubmitted the payment only to find that I had accrued more interest in that timeframe. I scheduled a payment for {$61000.00} on XX/XX/XXXX. Since I submitted the payment it still says pending. While the payment was pending I noticed that I had accrued {$24.00} in interest. So I submitted another payment on XX/XX/XXXX for the {$24.00}. The {$24.00} drafted from my bank account, however, the {$61000.00} has not. So I reached out to Nelnet to see what the problem was. After being on hold for three hours the representative told me I just needed to use a different bank account for the {$61000.00}. I am just concerned because I do not want to accrue any more interest while I am trying to pay off the total of my loan. I am just frustrated and feel that this needs to be looked into.
Company Response:
State: ID
Zip: 837XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I submitted a one-time online payment totaling {$5200.00} to my student loan account spread out over XXXX loan groups on XX/XX/2023. I received a confirmation email, including confirmation numbers for each loan group, from Nelnet on XX/XX/2023. As of XXXX, XX/XX/2023, the money for that payment has not been taken from my bank account nor credited to my Nelnet account. On XX/XX/XXXX I called Nelnet and, after waiting on hold for an hour and a half, the representative I spoke to was able to locate the pending payments by using the emailed confirmation codes. The representative informed me that the department handling the one-time payments was overwhelmed and that I should expect the payment to post no later that XX/XX/2023. The representative also informed me that the interested accrued from the time I submitted the payment to the payment being processed and posted to my account would not be applied to my account. It is now XX/XX/2023, over XXXX weeks from the initial payment, and there is no pending payment visible on my online Nelnet account and the money has not been debited from my bank account. I have received no correspondence form Nelnet regarding the delay, and I've left in limbo with a large sum of money in my bank account without any concrete date for the money to be debited and posted to my Nelnet account. The lack of proactive correspondence from Nelnet when such a large sum of money is involved, and the delays associated, has been incredibly stressful.
Company Response:
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I processed a payment on XX/XX/XXXX with a total of XXXX on XX/XX/XXXX they sent a portal message noting " Action needed : Your payment was returned- please submit a new payment. '' I requested help from their portal regarding the issue. They responded on XX/XX/XXXX " Our records show that a payment in the amount of {$200.00} was applied to your account effective XX/XX/XXXX. The next scheduled payment in the amount of {$200.00} is due on XX/XX/XXXX. '' Despite this correspondence with no resolution, they sent a notice on " XX/XX/XXXX Action needed : Your account is 15 days past due! '' I made another payment of XXXX on XX/XX/XXXX. They reported on XX/XX/XXXX " Action needed : Your payment was returned- please submit a new payment '' Nelnet reports that my financial institution is the cause of this problem. However, I called my bank on XX/XX/XXXX at XXXX XXXX and they noted that it is not their error. Despite this, Nelnet does not seem to be resolving the issue despite me asking for assistance. My concern is they will use their lack of resources ( e.g. staff, inadequate processing systems ) to charge me fees as it " looks like '' I am not paying. I am willing to pay my student loans but not willing to incur fees due to the problems of this company. This does not seem fair ; it seems very predatory. I am at my wits end.
Company Response:
State: TX
Zip: 77477
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hi there! I'm restarting my student loan payment with Nelnet from great lakes. Last month in XXXX I created my account and saw the payment was not due until XXXX XX/XX/2023. I went in XXXX ( XX/XX/2023 ) to make my first payment and they locked me out of paying the loan until XXXX. They will not credit me until XXXX XX/XX/2023. They said I'm late even though I'm days early. I don't get paid until XXXX they make it impossible to make a good faith repayment. Also they make it due on a day I can't pay. How is that fair? They apparently only process payments on business days but I made mine on XXXX XX/XX/2023. Nelnet does not make it clear anywhere they only process payments on weekdays. I would have made arraignments to make a good faith payment before if I had known. Nelnet is purposely engaging in deceitful practices in order to get their customers to pay late fees. I'm worried this will hit my credit too. I tried to reach out but they make it impossible to do. I was never able to reach anyone.
Company Response:
State: MA
Zip: 023XX
Submitted Via: Web
Date Sent: 2023-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-21
Issue: Communication tactics
Subissue: Used obscene, profane, or other abusive language
Consumer Complaint: U S DEPT OF EDXXXX Account : XXXX U S DEPT OF EDXXXX Account : XXXX U S DEPT OF EDXXXX XXXX U S DEPT OF EDXXXX Account : XXXX 15 USC 1681 section 602 A States I have the right to privacy. 15 USC 1681 section 604 section 2 also states a consumer reporting agency can not furnish an account without my written instructions. 15 USC 1681c. ( a ) ( 5 ) Section States : No consumer reporting agency may make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes which antedates the report more than seven years. 15 USC 1681s-2 ( A ) ( 1 ) A Person shall not furnish any information relating to a consumer to any consuming reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate I HAVE NEVER given authorization nor permission to report to credit nor do i have an account with this agency! My rights has been violated and they are in violation according to the statutes mentioned above
Company Response:
State: FL
Zip: 33068
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have contacted Nelnet by email twice regarding the issue of allocating payments to the interest portion of the loan, which was easily done with the previous servicing company XXXX XXXX. It has been months and no response.
Company Response:
State: CA
Zip: 912XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: Initially applied for XXXX on XX/XX/24. Plan shows pending and have been unable to get in touch with Nelnet to have the new IDR payment applied.
Company Response:
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A