Date Received: 2023-10-20
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Today I received a response from my CFPB complaint which closed the case, but that case was not resolved. I was removed from Administrative Forbearance, but my account wasnt changed to allow a payment due under my payment plan. My payment due date is still XX/XX/2024. With this status XXXX wont be able to take advantage of the SAVE interest waiver benefit, thus accruing thousands of dollars in interest.
Company Response:
State: HI
Zip: 96720
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 Nelnet, my federal student loan payments were due XX/XX/23 My approximate amount due was {$2200.00} On XX/XX/23 I requested to change my payment plan type to extended repayment, which would change my payment to around {$1200.00} per month. Today ( XX/XX/23 ), my account was changed to reflect my monthly owed as XXXX, along with my due date moving to XX/XX/23. I was given no warning of my payment change, due date change, or ability to pay my current amount owed today. I would like my account to accurately reflect the appropriate due date, and amount owed following my payment plan change.
Company Response:
State: AZ
Zip: 85043
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: Struggling to repay your loan
Subissue: Can't temporarily delay making payments
Consumer Complaint: I have a student loan account with FirstMark Services, but I recently lost my job, making it impossible for me to meet the payments on my private student loans, which currently stand at {$720.00}. After contacting FirstMark Services, I was informed they did not receive the forbearance form I had filled out and sent back to them. In the meantime, they continue to impose late fees on my account. Given my job loss, I am currently struggling to make any payments, and I'm actively seeking employment. Unfortunately, I'm in a situation where I can not afford to delay these loan payments.FirstMark Services informed me that they have made the forbearance form available on my FirstMark account, instructing me to complete and upload it through their website. However, there is no specific forbearance form for me to complete and submit in this manner.
Company Response:
State: NY
Zip: 11228
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been paying my XXXX loans for XXXX years and I am on a repayment plan of a total of 20 years then they will be discharged/forgiven. My student loans have been paid to XXXX XXXX XXXX ( XXXX ) since 2015 ( 8 years ) and they were transferred over to NELNET. I have asked Nelnet 3 times ( once on the phone after waiting on hold for XXXX hours and twice by emailing them on their message portal on their website ) to provide me with a breakdown of my payment history of 8 years and they will not. They refuse and I am worried that my 8 years of repayments will not be counted towards my 20 year forgiveness and will be lost. I called XXXX and they told me to file a complaint against Nelnet.
Company Response:
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Nelnet today is XXXX XXXX. Nelnet ED I have been pre-approved to by a house. Nelnet I have been pre- approved for downpayment assistance. I can not keep affording to pay this high rent amount. Nelnet your going to make me renew my lease. No lender will accept my credit when they do a hard pull on my credit reports with an amount of debt over {$80000.00} Nelnet fraudulent student loan on my credit reports. This is embrassing for a XXXX XXXX XXXX women. Nelnet you have damaged my credit scores that I can not apply for convenient mortgage and other mortgage products. Nelnet ED by XX/XX/ if your name and your fraudulent student loan that was orginated by XXXX XXXX and a school code of the University XXXX XXXX XXXX was used for consolidation is not removed from my credit reports by XX/XX/. I wll be bring litigation under the Fair Credit Reporting Act. I will bring ligattion against Nelnet ED and the U.S. Department of Education. The U.S. Department of Education has a duty not hire fraudulent student loan servicers like Nelnet ED. Tell the University XXXX XXXX XXXX I am not going to pay them a XXXX and to stop using my credit reports and I have found a newspaper reporter that we are going live on television and tell this story so other people to look at their credit reports that says Nelnet ED.
Company Response:
State: MI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried to get confirmation that my account is set to not advance payment date. There is no way to do it on their website, which is frequently broken. I emailed them and got no reply. I sat on hold multiple times. Also it's ridiculous that my account shows as past due for several days when I have autopay turned on. This servicer is so much worse than great lakes who held my loans previously. I am unable to get ahold of them for any reason.
Company Response:
State: NY
Zip: 117XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, Upon the restart of student loan payments I provided my required amount and a bit of excess to address loan principal on XXXX XX/XX/ 2023. The excess was incorrectly allocated - seemingly haphazardly across the remaining loans rather than to the loan with the highest interest rate. Applying the payment to the loan with the highest interest rate would result in the minimum possible payment over time for me. NelNet has refused to justify their allocation of my payment. Further, they have not responded to my email or calls. They are clearly trying to manipulate my payments to increase my overall payment and loan duration. Further, the following issues are clear : ( 1 ) Significant issues with Auto-debt with amounts and due dates. I had a incorrect amount due ( of course it was significantly higher than my payment plan ) and XXXX auto-debt date ( XXXX was when bills are due ). Nelnet also did not seek consent once my loans were transferred from Greater Lakes or before the freeze was lifted to proceed with auto-debt. I cancelled this feature because I do not trust them based on the horror stories on here and due I previously stated. One person had like {$1500.00} taken out and another had the same amount deducted 3 times! Once I cancelled the Auto-debit, the amount and due date adjusted to have a forbearance applied. I wonder if those issues with auto-debit are deliberate to make sure borrower doesn't take advantage of the 0.25 % reduction in interest. ( 2 ) Inability to process applications correctly or provide resolutions for errors caused by Nelnet. Processed my application wrong twice. Was placed in PAYE instead of SAVE despite. They prioritized forgiveness over total cost of the loan ( Grad loans ). Then directed to file another application, which was rejected as a duplicate. ( 3 ) Excessive processing times beyond what would be expected even with high demand. My third application was over the phone application and has been processing for over 50 DAYS OR ABOUT 35 BUSINESS DAYS. Every time I call, they move the average processing time to whatever I have been waiting and state to call back next week. ( 4 ) Nelnet wait times embody poor business practices. Not only do borrowers have to be on hold for hours ; Per call is about a 2+ hour wait even if you call when they open. The customer service is not clear on internal procedures or review times. It is not clear about the processing queue or how long it will take to process an application that should take less then 5 minutes to do. ( 5 ) Using what appears to be delay tactics or have useless resolution methods. Recently, I was allowed ( which is hard to get ) to speak to a supervisor who put in a request for processing/review. This request makes sure the application is reviewed within 10 business days. I am approaching that date and do not believe anything will result in fixing my situation with enrolling in the SAVE plan. ( 6 ) Changing dates for when applications is received. The dashboard has changed my receiving date around 3 TIMES and was not accurate in the first place. ( 7 ) Nelnet doesn't even follow their own policies. Borrowers are suppose to get emails every 10 days about the application status. It was about 30 days between the status emails.
Company Response:
State: NJ
Zip: 07302
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: An new account tagged student loan from an entity address XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX was added to my XXXX XX/XX/2023. Three letters, sent to my address from this company were returned, with barcode crossed out, and phrasewrong person, which it took a picture and have record of. I had record of this account on my XXXX, XXXX, and XXXX prior to XX/XX/2023 and received no notification of this account being added until it randomly showed up on my XXXX.
Company Response:
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My loan qualifies for total and permanent XXXX discharge and Ive provided documentation to Nelnet multiple times now, Ive been told by Nelnet multiple times that my documentation is received and is being processed and I can ignore any further requests for documentation to be provided again and again as they see that everything is corrected uploaded ; however, Nelnet is now charging interest and stating that they did not receive my documentation after I had been advised numerous times by multiple representatives that it is received and not to worry. Please help connect me to a live person who can fix this. Ive now spend at least 8 hours on the phone with them and countless emails back and forth getting nowhere.
Company Response:
State: NJ
Zip: 078XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Ive made XXXX - {$620.00} payments this month. The balance has not updated but in-fact increased by {$700.00}. Ive been logging in everyday and taking screenshots because my balance keeps increasing with no explanation and I have not taken any loans out and have been paying MORE than required. Ive called everyday and there are 3+ hour hold times. No one answers the phone. I feel completely helpless and like my debt keeps increasing and no one is explaining anything and Im paying money thats not being applied to the loan.
Company Response:
State: OH
Zip: 441XX
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A