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/2023 I submitted a request, through FSA, to have my loans placed on the SAVE plan. Nelnet, my student loan servicer, did not process my request. On XX/XX/2023 I submitted a second request, again through FSA, to have my loans placed on the SAVE plan. Again, Nelnet did not process my request. I have now made approximately 12 calls to Nelnet to rectify this issue. Each time, Nelnet has told me that the application is pending, but that it would be processed and my amount due would be updated. I received this feedback on each call, except the final call I made, during which Nelnet told me that they would be unable to process my request to transfer to SAVE until after my payment was due. Months after my initial request, Nelnet still could not process a simple application to switch to the new plan. Nelnet 's solution on this final call was to place my account back into forbearance, accruing daily interest, until they could process my application in XXXX. But they could not even do that correctly. It has now been two weeks since that last call- and one week until my payment is due - and my account is still showing as standard repayment with a payment due XX/XX/XXXX. I have received no written correspondence from Nelnet. I have received no calls from Nelnet. My only recourse is to call on a regular basis, sit on hold for hours, speak to a representative who assures me the problem will be fixed, and check my account day after day as my payment date looms. If Nelnet is unable or unwilling to service student loans, particularly at a time when borrowers are reentering payment, then the government should not allow them to do so. The amount of stress that this process has caused and continues to cause is unacceptable, both on the part of the student loan servicers and our government.
Company Response:
State: NY
Zip: 11570
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: I currently have two student loans serviced by Nelnet - one federal and one commercial. I have been paying {$100.00} extra per month on my commercial loan. Once federal payments resumed, I would have thought my extra amount would have covered the federal payment, it is only {$65.00}. Just to be sure, I attempted to call Nelnet to verify. When calling their wait time was over 1 hour. I work, so an hour out of my day is not feasible nor reasonable. I used their 'email us " form online and received the following response, " Thank you for your email. We apologize for not responding sooner. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). If youve already contacted us by a different means and/or resolved your issue, please disregard. Otherwise, we believe that one of these options may be the best way to find what you need : where you can view your loan details, apply for repayment assistance, and more. For answers to common questions, check out our FAQs page. For information about all aspects of federal student aid, please visit StudentAid.gov. '' They won't respond to emails and who has an hour to sit on the phone? Come to find out my excess payment to them was not applied to my other loan and my loan was marked past due. I've not had a past due payment to them in 8-10 years. Thus, this is quite infuriating. They need to be held accountable as a servicer. If they can't adequately service the volume of loans in their portfolio, then a segment of those loans should be moved/sold to another servicer.
Company Response:
State: NC
Zip: 27284
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: First month that I'm supposed to start back paying on my XXXX loans. Last week I opened the website to see when my payment would be due, and everything was fine ( showed me the payment due amount and due date ). Now that area has an error note and when I try to go into " Make Payment '' an error screen pops up. I have images of everything if needed ( including exactly why the error is occurring ). Every time I try to call it is > 2 hours. I have unsuccessfully spoken with someone.
Company Response:
State: FL
Zip: 33811
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 am supposed to be in deferment because I am in XXXX XXXX They are charging me {$500.00} / month in loans but Im am literally enrolled in XXXX XXXXXXXX and sent them the information that they wanted. They are unable to provide me a timeline of when i can be deferred, which is crazy. I should be deferred. I am in XXXX i did the process, followed the directions, they are not upholding their end. They had told me 3 day turn around, then it was 15 day turn around, now they dont know. This is the third submission on t for deferment. I should have to submit 1 time. XXXX XXXX submitted deferment in XXXX. I submit in XXXX and XXXX. Nelnet is not processing it and not pausing my payments. They also didnt put me on the SAVE program that I had signed up for in the time its taking them to process my deferment. They are performing illegalities.
Company Response:
State: IN
Zip: 46410
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: I applied for IDR, thinking my payment would be lowered, but it was raised from around {$60.00} something a month to {$320.00} on XX/XX/XXXX. It took them at least 2 months to process my application, not giving me enough time to pivot to another plan. Then when I checked my loan again today, it went up to {$380.00} with no explanation, letter or notice. I called Nelnet after trying to email them using the form on their website, which just gave me an auto-reply saying, " Thank you for your email. We apologize for not responding sooner. Were currently experiencing unprecedented email volume, which is preventing us from responding to your specific question ( s ). If youve already contacted us by a different means and/or resolved your issue, please disregard. Otherwise, we believe that one of these options may be the best way to find what you need : '' I had to wait over 3 hours to talk to someone, and when I did, I was put on hold 5 more times. They told me my payment was the lowest it could possibly be, even though I only make around XXXX gross a year. They said because I am married now my payment is super high. I asked if they could lower it or if there was any other option for repayment, because I can not afford it, and they could not help me at all. I do not have another 4 hours of my life to waste on the phone with these people. Despite multiple attempts to email them, I just keep getting auto-responses with non-answers. I can't afford this and no one is helping me!
Company Response:
State: MN
Zip: 55407
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: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My student loans was paid off XXXX, XXXX due to fraud they had done. I have a XXXX balance and have the documents from nelnet. Nelnet did report it as that. Someone went in and earned it and placed the loan back to a XXXX balance and I did find out only cause I track my credit. It was around XXXX of XXXX when they changed the credit balance from XXXX, XXXX XXXXNelnet had placed even XXXX dollars and I owed nothing and than it was tampered with by someone else who went in and placed a balance that I didn't owe.
Company Response:
State: OH
Zip: 454XX
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: Received bad information about your loan
Consumer Complaint: I received a Copy B of a 1099-C form from Nelnet on behalf of a private student loan with their company Firstmark Servicers LLC XXXX XX/XX/2023. This form indicates : " You received this form because a Federal Government agency or an applicable financial entity ( a creditor ) has discharged ( canceled or forgiven ) a debt you owed, or because an identifiable event has occurred that either is or is deemed to be a discharge of a debt of {$600.00} or more. '' The debt obligation has been discharged, however, this has not reflected on my account with them and they have continued to send me communications stating repayment status has initiated.
Company Response:
State: GA
Zip: 30294
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: Received bad information about your loan
Consumer Complaint: I have previously applied for a XXXX plan through the federal XXXX aid website. Nelnet never confirmed my payment plan with me. I received an email form Nelnet on XX/XX/XXXX indicating my payment was {$190.00} due XX/XX/XXXX. I then later checked the Nelnet portal and it appeared my payment was actually due XXXX, and that the amount due was now late and {$1100.00}. I paid this amount on XX/XX/XXXX, only after my credit took a massive hit of over XXXX points on XX/XX/XXXX, days before my payment was SUPPOSED to be due. I attempted to call Nelnet on XX/XX/XXXX, as I was unable to do so earlier due to my work schedule. I was never told a call wait time, and remained on hold for over XXXX minutes before my call was disconnected. I have not been able to speak with anyone from Nelnet. I have filed for an updated payment plan through the federal student aid website, and that has still not been updated with Nelnet. Nelnet dinged my credit severely before my payment was due based on my first notification, then changed the due date to earlier than expected with a higher payment without any update.
Company Response:
State: MO
Zip: 63301
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: After submitting my first CFPB complaint, Nelnet did respond to my XXXX application. They did not send the updates they continue to promise every 10 days. They did send me a letter on their website saying I need to take action to get the XXXX payment activated. The information for action I need to take was missing from the letter they sent. I do not know how to proceed. The call wait times are over 2 hours, and every email I have sent using the Nelnet form on their website goes unanswered.
Company Response:
State: MN
Zip: 554XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Credit monitoring or identity theft protection services
Subissue: Billing dispute for services
Consumer Complaint: Hello Im reaching out because Im having an issue with my student loans. As of recently Ive been having some health issues that kept me from making my timely payments on time as I normally do. Its been reported that Ive been 9 0days past due to the credit bureau, which caused a dramatic hit to my credit score. Ive had perfect credit for years now.. I pay all my bills on time and sometimes more than what is asked of me. Im asking for a Goodwill Deletion, seeing this is the first time that Ive ever been late. Im a XXXX XXXX doing the best I can. Im currently starting my house buying process and this has set me back hugely!! XXXX not disputing that I was late, however I would greatly appreciate it if I wasnt punished to such magnitude over my very first mishap. My XXXX XXXX dropped XXXX points. Once I caught wind of the situation I went ahead and made the account current, even offering to immediately pay it the entire balance. If there is anything you can help me with Id greatly appreciate it
Company Response:
State: MA
Zip: 02121
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A