Date Received: 2023-10-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My student loans are due for repayment but I can't reach Nelnet. They are my loan provider. I have tried calling numerous times and have been on hold from 1 hr 30 to 2 hrs and I get hung up on after being on hold all that time. I'm trying to arrange for repayment but the servicer is not cooperating. I'm not able to handle the issue on line.
Company Response:
State: TN
Zip: 37130
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: Problem with customer service
Consumer Complaint: I first applied to change my IDR plan to the new SAVE repayment program on XX/XX/XXXX. I received an email on XX/XX/XXXX that Nelnet was processing my application and if they hadn't finished processing in 10 days, they would send a follow-up email to let me know. I did not hear anything from Nelnet so I sent them an email on XX/XX/XXXX to request information on my account. I had read on XXXX that sometimes Nelnet needed tax return/pay stubs to process SAVE applications, so I submitted those directly on their website in case that was holding my application up. On XX/XX/XXXX, Nelnet wrote back and said that there was no additional information needed from me and my application was still pending. On XX/XX/XXXX, Nelnet sent me a form via their website that indicated I was required to make a one-time Reduced Payment Forbearance payment to continue processing my application. The letter stated " The one-time Reduced Payment Forbearance payment amount you chose is. The payment is due on. '' ( no typos, there was no payment amount or due date indicated in the letter ). On XX/XX/XXXX, I wrote back to Nelnet and asked what my required payment and due date would be. On XX/XX/XXXX, Nelnet wrote back to indicate my payment amount of {$5.00} is due before XX/XX/XXXX. On XX/XX/XXXX, I made a {$5.00} payment on Nelnet 's website. My payment was processed but no changes were made to my account on Nelnet 's website. I wrote to Nelnet and asked if my application would be processed. I have not heard anything back and Nelnet 's website states now that I am in Standard Repayment and owe the standard payment on XX/XX/XXXX. Between all of this correspondence, I have tried multiple times to contact Nelnet customer service via phone. Each of these times I have waited more than 2 hours and have not been able to talk to a person. Nelnet is only available during work hours and I can't wait on hold for hours and hours at a time. It is unacceptable that I can't get answers to these questions anywhere - on my account, via chat, via email, or phone call.
Company Response:
State: WI
Zip: 54911
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: My personal checking account was debited {$86.00} by the department of education via an ACH transfer. I have not authorized this entity to debit from my account. I believe they obtained my bank account information from an old student loan servicer.
Company Response:
State: MI
Zip: 48183
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: Account information incorrect
Consumer Complaint: On XX/XX/XXXX, I received a notice from XXXX that my score dropped due to a decrease in my credit limit. I logged in and saw that Nelnet had reduced my credit limit which makes no sense because it's a loan. I called and was on hold for SIX HOURS, until someone answered and told me I needed to contact FSA for more information. I have been making payments weekly ( even though I am in grad school and only need to pay the interest ) and Nelnet is absolutely destroying my credit. They create a new account for each class I take, so I will have XXXX open accounts by the time summer comes and I will have XXXX open accounts by the time I graduate. I can not afford to have them continue to take advantage of people like this, then offer no explanation and have absolutely no one to answer the phones for hours, it's already bad enough my score has dropped XXXX points in two months because of Nelnet 's errors, now they have reported payments as a credit limit decrease, and I have had enough.
Company Response:
State: CT
Zip: 068XX
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: My lawyer and credit attorney notified me that there are student loan reporting on my report that do not belong to me.
Company Response:
State: FL
Zip: 33056
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: On XX/XX/XXXX submitted XXXX application and received a note that will have update within 7-10 business days which would put me prior to my due date of XX/XX/XXXX. I have not heard anything to date, my payment remains to be too high, and I resubmitted another application after continually reaching out. This will effect my credit rating which is a major problem! Company has yet to respond!
Company Response:
State: KS
Zip: 662XX
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: Don't agree with the fees charged
Consumer Complaint: On XX/XX/XXXX, I applied for a new income driven repayment plan after receiving multiple emails encouraging me to apply. The new plan promised to freeze the accrual of interest while my student loans were in deferment due to a Borrower Defense Application I submitted in XXXX, XXXX. I received an e-mail on XX/XX/XXXX stating that I should expect to hear from my Servicer ( Nelnet ) within XXXX weeks. To date, I have not received any communications from Nelnet regarding the status of my application other than an e-mail from XX/XX/XXXX advising if we havent finished processing you application in 10 days, we will follow up with and email. Every day this application is not approved, the interest on my student loans increases substantially. From the the time I submitted my application over {$2000.00} has accrued on my loan. On my online account, Nelnet claims to have received my application on XX/XX/XXXX, despite my earlier submission of XX/XX/XXXX ( accompanied by an email confirmation ). Nelnets promised timelines on their website and in their e-mails do not represent reality. Nelnet benefits by delaying my application approval given that they are receiving the interest accrual. Nelnet seriously misrepresents pertinent information to borrowers and gets away with it, costing us thousands. Any attempt to reach them by phone takes hours. Throughout the summer and fall of XXXX, have have attempted to contact them numerous times. Most of my attempts include 1-2 hours on hold.
Company Response:
State: NE
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: Need information about your loan balance or loan terms
Consumer Complaint: I have been on the phone with Neltnet all XXXX. In XXXX, I asked them to send me my full loan payment history in the mail. They said they would, but it would take a couple of weeks. I never received the documents.
Company Response:
State: NE
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: Need information about your loan balance or loan terms
Consumer Complaint: I was shocked to find out that my loans were transferred to Nelnet without any prior notice, and I only learned about it when I received their bill. To make matters worse, they had combined three loans, including two belonging to my XXXX children who were already in the repayment phase, into one bill, and I was charged {$490.00} for it. The statement was dated XX/XX/2023. When I called them to get more information, I was told to try back later as the hold time was over 30 minutes. Also, an hour before closing time, all calls were cut off. Online, when I attempted to check my account, there is either no phone number or a phone number that does not belong to me associated with my account, preventing access to account online. When I tried to contact their IT department, I was put on hold for 30 minutes and then disconnected. The live chat online was also unhelpful, redirecting me to a page with the same phone number and wait times of over 30 minutes. I need Nelnet to provide me with an explanation of the loans they are billing me for, the phone number associated with my account, and a possible correction, as I have never paid {$490.00} for a student loan payment before.
Company Response:
State: VA
Zip: 23223
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: Dear CFPB, I am writing to complain about the processing of my SAVE plan application by my loan servicer, Nelnet. I submitted my request on XX/XX/2023, through StudentAid.gov. Question number 11 on the application asks, " Has your income significantly decreased since you filed your last federal income tax return? '' I answered " No '' and provided my most recent federal income tax return. On XX/XX/2023, I called Nelnet to confirm what document I needed to submit. I was told that only my 1040 tax file was needed and that the wait time was 15 business days. I submitted my 1040 immediately after the phone call. I did not hear anything from Nelnet after 15 business days, so I called again on XX/XX/2023, to ask if everything was fine and if I needed to provide any additional information. I was told that everything was fine and that the wait time was 15 business days. I was told that I could call back in a week to check the status. On XX/XX/2023, I called Nelnet again because my application had still not been processed. I was told that my answer to question number 11 had been changed to " Yes '' and that I needed to provide pay stubs. I was also told that there was a note on my application requesting pay stubs from me and that my application had been on hold since XX/XX/2023. I never received this notice. I had called Nelnet twice before and spoken to a supervisor, and no one had ever informed me that my application had been changed for no reason and without my consent. This is unacceptable. Every time I call Nelnet, it takes about 2-3 hours to speak with a representative and another 45 minutes to 2 hours to reach a supervisor. The last time I called them, I submitted my pay stub during my wait time for the supervisor, and was told it will take at least another week only if expedited request is approved and was told this is the only solution available. Nelnet is extremely non-transparent with information and policy. I was told that one form was needed, and then later that the form was not needed. In fact, no one from Nelnet has ever explained to me the difference between the REPAYE plan and the revised REPAYE plan, which has caused a delay in my application to the SAVE plan. I believe that Nelnet 's handling of my application has been negligent. I have provided all of the required documentation, and I have spoken to representatives and supervisors on multiple occasions. I am still not sure why my application has been delayed, and I am concerned that I am being penalized for Nelnet 's mistake.
Company Response:
State: FL
Zip: 34609
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A