Date Received: 2023-10-19
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am unable to access my account. In the past, every time I tried to log in, they would tell me my password was wrong. It was not wrong. So I would ask for a new password and that would get me logged for one time. Subsequent attempts to log in met with the same problem. Now, their site is freezing. Also, I have received no letters in the mail regarding my account. This is unacceptable. I need access to my account in order to budget for my payment and, more importantly, keep track of my payments and my remaining balance.
Company Response:
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have tried MULTIPLE TIMES to get ahold of NELNET. I am being told I have paid and I haven't paid and that my payments are overdue and that I am set up for AUTODEBIT. NELNET IS STILL SAYING IM OVERDUE. NELNET is adding interest and telling me that I am NOT paying. I would like to pay my student loans and I would like to find a service provider who is actually good at customer service! I AM LIVID. My next step will be getting a lawyer. Thank you
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet has so far been extremely unhelpful and sometimes directly antagonistic to me simply attempting to pay my loans. I applied months ago one of the student loan programs and was approved. Funny enough, the amount matched what I had been paying already. However Nelnet has now attempted to begin double charging me. Their customer service is non-existent. Even as I write this I have been on hold for an XXXX XXXX XXXX minutes. They refuse to answer emails, drop calls, and their employees seem uninformed at best. All I am trying to do is make my payments and they are making it as difficult as possible.
Company Response:
State: PA
Zip: 19134
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I am an authorized payor on my son 's Nelnet account. When signing into their portal, it says no payment is due at this time, but daily interest continues to accrue. My understanding is that under the XXXX plan, his payment should be no more than XXXX XXXX of his discretionary income, which with what he makes is about {$12000.00} annually, so should be close to {$100.00} per month. I have been trying to get in touch with customer service at Nelnet for over XXXX weeks now, calling every day at different times and holding on their automated system for up to an hour and half. No one ever comes on for me to ask a question of. Their chatbot can't answer the questions I have. This morning, I got up early to be first in line to speak with someone, the automated system said my call should be answered in XXXX minutes. I have been on the line now for XXXX minutes, and it now says my call will be answered in approximately XXXX minutes. I want to know how much I need to pay under XXXX to qualify for the benefits of the program, and to prevent the loan balance from continuing to grow. I want the loan servicer held accountable for their lack of competence and inability to service customers. This is a train wreck in slow motion.
Company Response:
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: Thank you so much for the professionalism and patience in responding to my inquiries. My accounts were correctly enrolled into the SAVE program, but I noticed that I was placed into an involuntary IDR Proc Admin Forbearance that I did not request. It is my understanding that interest will capitalize on my account while under forbearance. I requested a forbearance removal on XXXX. Through a phone call to your wonderful reps, a supervisor was requested to review the account and it was confirmed that the forbearance removal was submitted, but that it will take almost 30 days to process that removal. As this was an involuntary forbearance, I am seeking resolution on any capitalized interest accumulated while this status affected my acccount.
Company Response:
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: The Nelnet website is not allowing setup of monthly payments or single payment from XX/XX/XXXX to today XX/XX/XXXX and it is still an issue. I have waited hours on hold with customer service and there is no one picking up the line. It will soon impact my loan due date which is XX/XX/XXXX and I do not think I should be held accountable/penalized when I am doing everything I can to get in touch with the company.
Company Response:
State: PA
Zip: 19064
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: Recently my student loans were transferred to Nelnet. I applied for a SAVE repayment plan, and my student aid profile says the application has been reviewed by nelnet, and the case is marked Closed. Yet I have not had a single email ( or other ) communication from Nelnet, other than a bill that I can not afford that is due tomorrow. The most frustrating piece is that every time I call Nelnet I am stuck on hold for extreme amounts of time. I have not yet been able to get through to an actual person to ask what happened to my XXXX application, and why have I heard nothing about it? It feels like they are stalling on purpose - as Ive found vis XXXX that I many others are having the exact same problem.
Company Response:
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Hello, I applied to the XXXX income driven repayment ( XXXX ) plan through the Federal Student Aid ( FSA ) website in XXXX. In this application I attached my proof of income and all necessary income verification documentation. After submission I received a notification that my application would be processed by my loan servicer ; Nelnet. My loan servicer had me on the XXXX plan with a {$700.00} payment due in XXXX that I could not afford. Which was why I applied to SAVE. The XXXX website stated it could take a XXXX days for my application to be processed. I waited XXXX weeks and checked my Nelnet account, it stated my application was still in process. I waited a few more days until XX/XX/XXXX before I got concerned as it had been almost a month since I initially submitted my application and I had not received any emails about my submission. Nelnet has its own version of an inbox, though they do email me about payments, they did not email me about the message waiting for me in their portal. The message stated that I needed to verify my income and this was delaying my application. I was confused as I had already submitted this previously on the XXXX website, I promptly submitted the documentation again. 10 days past, its now the end of XXXX and my {$700.00} payment is approaching XX/XX/XXXX. I call Nelnet to resolve this issue, I am on hold for an hour and XXXX minutes. They place an administrative forbearance on my account until XX/XX/2024. The representative tells me to wait a couple weeks to process my application. As we move into XXXX I note my account has accrued some {$600.00} in interest, though I do not have a payment. On XX/XX/XXXX I receive an email this time ( not the Nelnet inbox ) stating I need to provide proof of income between XXXX. I once again promptly submit it the day of the email. Several days later I log into my Nelnet account and it warns me I am missing more documentation for my XXXX account but does not specify what. I note that my interest is again growing in its daily accrual. Today, XX/XX/XXXX, I called Nelnet and was on hold for an hour and half in the morning. I had to hang up to attend to other matters. This afternoon I call back again and am on hold for XXXX hours. I finally reach a representative, and he states he is not sure why my application is being delayed. He states it could be processed between 30 days from now or until XXXX of 2024. He also stated that every time I added documentation it renewed my XXXX application and that the accrued interest ( now {$930.00} ) will probably not be waived under the XXXX plan. As only interest accrued while the application has been submitted and processed will be waived ( this was his understanding ). This means if in XXXX they need further documentation and my application is once again renewed, I could owe over {$2000.00} in interest due to their lack of transparency and negligence in processing XXXX applications. It is my sentiment that Nelnet does not have the resources nor the means to process a XXXX application in a timely manner. An application was supposed to take 10 days and now its approaching 3 months. Due to delayed communications, lack of process transparency, and negligence - Nelnet stands to make many thousands off of me and other borrowers. This is unacceptable predatory behavior off of those seeking higher education. I am a public servant, I work the for the federal government, I and others in my position demand better of the loan servicers for public loans.
Company Response:
State: DC
Zip: 20011
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: I paid my student loans off completely and have proof of a XXXX balance and proof of payment. Nelnet is continuing to charge me money. I have tried using their Chatbot to no avail. I have sat on hold for over 2 hours on multiple days. I've also emailed the company. No response from them and I whole heartedly believe they will not respond. I've kept receipts and proof of everything if needed.
Company Response:
State: FL
Zip: 32086
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Struggling to repay your loan
Subissue: Problem lowering your monthly payments
Consumer Complaint: I have been dealing with Student Aid and Nelnet both at the same time by submitting requested information and communication so they both are on the same page with my account and yet they do not seem to communicate with one another. I have submitted a complaint to Student Aid about Student Aid and also a complaint to Student Aid about Nelnet. I am seeking to be on the SAVE Plan which I have submitted my request to both parties and Nelnet it is so hard to reach, documents you can not submit online to their site, the email feature does not work and to get in touch by phone I am left on there for hours no matter the time of day until I hang up and if you get a live person it is by the grace of XXXX. I would like to know what is happening with my account by someone who actually knows because it seems reps will say it's being processed, say or ask me things without even reviewing my account first or anything other than the truth to appease me during the call or to get me off the phone. I've already stated to both parties the amount is too high when it was on standard and still unaffordable when they brought it down to the monthly XXXX amount. My account is currently on forbearance but the interest is still growing while my application is just sitting. If I couldn't afford it then I don't know how I will afford it when I finally do get an answer on my owed amount. I am extremely mortified on how my account is being handled as these outsourced companies had ample time to get in gear for the rush of customers they would have to serve. All I have asked from both Student Aid and Nelnet is for my SAVE application to be processed & my account updated in a quick and professional manner so that we are all on the same page. Even though I visit the sites every couple of days for insight I am still confused on what's happening because Nelnet 's wording weirdly phrased, and Student Aid just passes everything off to Nelnet to guide customers and Nelnet seem just as confused as us customers. I should not have to be left to wait & wonder for months for an answer as it seems they are purposely leaving my account in waiting so the interest will grow which will result in a strain on me financially. I hope this matter can be resolved quickly and efficiently.
Company Response:
State: PA
Zip: 19401
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A