Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have called Nelnet 's customer services number multiple times with the latest attempt occurring XX/XX/2023 at XXXXXXXX XXXX. After being told I would be waiting XXXX minutes on the phone before I was put on the phone with customer service I had to wait 3 times that amount totaling to 1 hour and 3 minutes. After waiting this period, the music playing on Nelnet 's side of the phone call stopped and beeping was then heard, signifying that the call was dropped. This was my third attempt to get access to my student loan account that was taken over by Nelnet. I am just trying to pay my student loan off and as this problem persists and I continue to not have access to my account, interest continues to accrue.
Company Response:
State: RI
Zip: 02860
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: When Nelnet took over my Great Lakes balances, they stated they would not issue account statements without payments. After a manual payment, Nelnet refused to provide a statement. Contacting customer service and other 'contact us ' options led to no response or an immediate closing of the issue with an automated email. The manual payments never posted nor credited my account. I do not know where that money has gone. The statements were required to continue an employer benefit for loan repayment. Nelnet refused to provide statements, and I was unable to receive my employer benefit. Nelnet 's refusal to provide an account statement has personally cost thousands from missed employer payments over multiple months. When Nelnet finally created a statement, my employer applied benefit was not posted to my account. I do now know where that money has gone.
Company Response:
State: VA
Zip: 22033
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: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have emailed NelNet with no response. I have been on hold for HOURS. I can not get through to them. No matter what I do. I applied for a new Income Based Repayment and the SAVE Plan. They were supposed to get back to me. Never did. According FSA - my monthly payment is {$250.00} and I should have a one month deferment. According to NelNet I have a past due payment and owe over {$500.00} per month.
Company Response:
State: KS
Zip: 664XX
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: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On or around XXXX XX/XX/XXXX I received a new billing statement from Firstmark Services for a private student loan. The bill shows a statement generation date that is six ( 6 ) days prior : XXXX XX/XX/XXXX. The statement additionally shows a bill due-date of XXXX XX/XX/XXXX for the current bill. The duration between the statement generation date and statement due-date is eighteen ( 18 ) days. This is less than the required twenty-one ( 21 ) days. The number of days between date of statement generation and receipt of bill is ten ( 10 ) days. This is less than twenty-one ( 21 ) days, and less than fourteen ( 14 ) days. The loan was transferred to Firstmark from XXXX XXXX XXXX in XXXX. XXXX XXXX response to CFPB complaint ( s ) XXXX, XXXX and XXXX, dated XXXX XX/XX/XXXX, quotes the minimum number of days required between statement generation date and statement due date as twenty ( 20 ). Therefore, the Firstmark statement with due-date XXXX XX/XX/XXXX is outside of what is permissible under law, and/or is inconsistent with the minimum number of days as specified by the lender. Therefore, the duration between statement generation date and statement due date of eighteen ( 18 ) days is a billing error and/or constitutes an unfair ( and abusive ) act or practice.
Company Response:
State: MI
Zip: 48104
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: Struggling to repay your loan
Subissue: Problem with forgiveness, cancellation, or discharge
Consumer Complaint: Hello : In XXXX I had XXXX XXXX XXXX and XXXX XXXX for 9 months. Over the course of the first couple months I was unable to sleep through the night because the pain was so bad. During that time I called into my previous loan holder, Great Lakes, and asked what I could. Instead of putting me on IBR which would have given me a {$0.00} payment, they put me on Forbearance which meant that my loan increased by over {$5000.00} in interest while I was unable to work. Once I was better in XXXX I realized what had happened and reached out to them. At this point they were swamped and told me that everything was on hold because of COVID and I wasn't being charged interested but that I shouldn't have been put on the Forbearance and they would open a case to get the interest wiped away. I called in periodically but nobody had any information for me and then once student loans became active again my loan was sold to Nelnet and now I have no way of getting in touch with Great Lakes. I'm trying to figure out what recourse I have at this point. Thanks.
Company Response:
State: CA
Zip: 902XX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied for IDR SAVE plan via studentaid.gov. The plan was approved and processed and sent to my servicer Nelnet on XXXX with a SAVE Repayment Plan and Monthly Payment Amount of {$430.00}. I do not see this reflected on the nelnet website nor do I see any pending review of the plan. I have called multiple times with wait times over 1 hour and disconnected with followup no response. I emailed Nelnet today, XX/XX/ but have not received any automated reply that they have recieved the email, and thus far, have not recieved a single email from Nelnet about IDR processing, despite studentaid.gov listing the application as in process. Nelnet has now billed me under my incorrect plan twice and has listed my bill as past due, even though it is not on the correct repayment plan. I don't know what to do, as I can not get through to nelnet despite multiple attempts through phone and email.
Company Response:
State: PA
Zip: 18902
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I signed up for automatic debit for my repayment through my checking account. My payment was due XX/XX/23 and when I checked my account on XX/XX/23 it said my payment was late. Fearing hurting my credit, I did an immediate payment. On XX/XX/23 they debited both payments from my account. I called to refund one of the payments and after waiting over 2 and a half hours I was told the best solution was to report an unauthorized charge with my bank. They said it would take over 45 days for a refund and was not guaranteed to go through. They blamed the double payment on banks being closed Monday but it was a direct withdrawal from a banking account and both withdrawals happened within seconds of each other despite being 3 days apart.
Company Response:
State: CA
Zip: 923XX
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: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I submitted an application to Nelnet via StudentAid.gov to be placed on the SAVE plan, an income-based repayment plan for student loans that was recently made available. According to StudentAid.gov, Nelnet completed their application review on XX/XX/2023. However, according to Nelnet, they received my application on XX/XX/2023, and are still in the process of reviewing it. There are two issues here : One, the Department of Education sent the wrong application to Nelnet, which isn't Nelnet 's fault, but I did call Nelnet on XX/XX/2023 to ask whether I would still be placed on the SAVE plan given that the application did not even include " SAVE '' as an option. The representative told me I would be placed on the lowest cost plan, which is the SAVE plan. I also waited on hold for over two hours to speak to a representative, which I have heard is a very common occurrence. Two, Nelnet is taking so long to process my application that I was forced to make a payment at a higher rate based on a plan I had selected before the pandemic. The representative was unable to give me any kind of timeline for when they will get the application processed, other than " hopefully before your next payment is due '' ( to paraphrase ). I, and many other people, are currently stuck paying more than we would otherwise need to if Nelnet were processing these applications in a timely manner. I applied for SAVE a full seven weeks before my first payment was due, and they still have not processed the application. I also am continuing to accrue interest at the normal rate because I am not yet on the SAVE plan ( which subsidizes unpaid interest beyond the minimum payment ), thus costing me more in the long run. The representative was also unable to tell me why StudentAid.gov 's dates don't line up with Nelnet 's dates in terms of when I submitted this application.
Company Response:
State: WA
Zip: 99163
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: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I have been placed on forbearance until XXXX of XXXX, and I applied for the SAVE Repayment Plan when it came out on XX/XX/XXXX. I planned to pay the interest, but when I applied for the plan, it said I would pay around {$36.00} per month. So, I decided to pay the full amount until my borrower against defense for-profit application for forgiveness goes through one way or another. In the last 2 months, XXXX and XXXX of XXXX, I have paid {$110.00} in interest only payments, well over three times the amount I am supposed to pay for the full amount. THIS NEEDS TO BE FIXED NOW! The original amount of my loan should be less, not more, lower than my original amount of {$17000.00}. When I applied for the SAVE Plan, there should be NO increased interest payments with everything I had read about it. So long as you make payments.
Company Response:
State: AZ
Zip: 85043
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan servicer is demanding payment on student loans by XX/XX/. I am enrolled at least half-time at XXXXXXXX XXXX XXXX . I reached out to the school first on XX/XX/23 requesting they complete the in-school deferment form and to update my enrollment status at nsldsfap.ed.gov. For 11 days ( going on XXXX ) they have 100 % ignored all requests. Now payment is due in 9 days and this will affect my credit and cause additional expenses/charges on the loan. Nelnet has no live humans working there. They have no fax number. The email they give is fake ( it sends an automatic email saying they will never respond because they have not hired anyone to monitor emails ). They literally have no one working there to communicate with students. No valid phone number ( goes to another country to people who have no training/no willingness to correct this issue on their end ). Therefore, there is no way for me, a student and person with student loans, to reach anyone at Nelnet to communicate my enrollment status and have the loan deferred. And since XXXX is unwilling to fill out the form and update the information at nsldsfap.ed.gov, this will put my loan in default which is inaccurate.
Company Response:
State: AZ
Zip: 85140
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A