Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2023 I made a loan payment on Nelnet 's website for {$8700.00}. I have checked back to make sure the payment went through and on their website it says " Payment received on XX/XX/2023. '' However, my payment was never taken out of my bank account and I confirmed this with my bank and the interest on my loan is still accruing on Nelnet 's website even though it says the payment went through and I also received an email confirmation stating the amount that was paid and that within XXXX the payment should go through. I can provide screenshots of the webpage that my loan should be fully paid off. I tried contacting the company via phone and was told the wait time would only be about 11 minutes around XXXX when I called. I was on hold with the company for 2 hours and was still waiting to speak with someone. I also sent them an email as well and have yet to hear back from them. This is a serious issue because interest keeps rapidly accruing on my account and my payments aren't going through and I have the money in my bank account to make said payments.
Company Response:
State: NJ
Zip: 07002
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have attempted to contact my loan servicer via phone every day for the past two weeks. XXXX, XX/XX/XXXX, I have now been on hold for XXXX hours and XXXX minutes. No one has talked to me. I need a status of my XXXX plan application and payment amount. The website does not provide this information. It says I will receive an email with information on my application every 10 days. The last email I received was on XX/XX/XXXX, nothing since then. How can I resume payments when I have no idea whats going on.
Company Response:
State: MI
Zip: 48038
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/XXXX, I received a message from Nelnet stating the following : " As you requested, we applied or updated an Income-Driven Repayment Plan for your qualifying student loans. Account : XXXX Dear XXXX, Were reaching out to you because : 1. Your qualifying federal student loans have been placed on an income-driven repayment ( IDR ) plan as you requested, or 2. The U.S. Department of Education has directed Nelnet to recalculate your monthly payment amount because your current IDR plan has been changed to the new Saving on a Valuable Education ( SAVE ) IDR plan. The SAVE Plan replaces the existing Revised Pay As You Earn ( REPAYE ) plan. Your New Payment Amount and Due Date Your monthly payment amount for your qualifying loans will be {$240.00} For up to 12 months Beginning on XX/XX/XXXX '' ___________________________ As of today, when trying to set up automatic payments from a direct deposit ( to receive the interest rate decrease ), my payment is listed as {$1600.00}. I have no ability to modify this payment, and therefore can't set up an automatic payment. Because of this, I am unable to receive the interest rate decrease benefit. Additionally, Nelnet is indicating that I have no payment due until XX/XX/XXXX. I have contacted Nelnet multiple times and have waited on hold for close to 18 hours over 4 calls. No representative can tell me why this is occurring or if it will be fixed. No escalation has occurred, no changes have been made, and their customer service is utterly and completely unhelpful.. So, I am stuck making manual payments and distributing the payments by hand across my 11 loans to pay for the interest across each and the principal on higher interest rate loans. And, I am doing this without receiving any benefit from the interest rate decrease. I would like to pay my loans off and this servicer is incapable of allowing me to do this.
Company Response:
State: OH
Zip: 43220
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the new XXXX program on XXXX and according to the XXXX site everything was complete, received by Nelnet, and processed. I never received any updates from Nelnet and I called on XX/XX/XXXX. After waiting XXXX hours to talk to someone, I was told they needed proof of my income. I was never notified of this. There was no email communication, phone call, etc. I also had given permission for my tax info to be transferred on the application. The representative said they needed it and that I won't be on the XXXX program for XXXX which means I'll begin accruing interest. When I pointed this out they said there is nothing they can do and that " it wouldn't be that much interest. '' I submitted my tax information and they then said application was received on XX/XX/XXXX and processing and would take 15 days according to an alert on my account dashboard. I have logged into my account regularly and last week ( XX/XX/XXXX ) it said it was processed and to expect communication. I have not gotten any communication. I still am not on the XXXX plan, but I was placed in forbearance until XXXX. A note, that according to the Department of Education website, my application was received XXXX and processed XX/XX/XXXX. Again, nothing from Nelnet. I just want to be put on the XXXX plan and begin repayment. I have tried to call multiple times this week and last week and I am just put on hold endlessly and never get through to anyone.
Company Response:
State: MA
Zip: 012XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Struggling to repay your loan
Subissue: Problem with your payment plan
Consumer Complaint: I applied for the save plan and loan consolidation at the same time on XXXX. The consolation is complete but my payment amounts are not updated to what the government website showed when I applied. I waited for a week after the consolidation to ensure there was sufficient time to process. I researched bit online about possible road blocks. Accordingly I reached out using their email form ( the only way I saw to send a written statement ) for an update and uploaded my tax forms that would have been used with the SAVE plan application. My understanding is the Fafsa website forwards the tax returns but some research I did suggested Nelnet may be having problems accessing that information. So I uploaded a copy of my tax return to the nelnet platform as well. I do not understand why processing the SAVE plan application is not complete when the consolidation is and I have not received a response to my email to them. Their email form includes identifying information for the account.
Company Response:
State: KS
Zip: 67213
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: After previously submitting a complaint, I received a response with incorrect information. I was NOT explicitly told to submit proof of income, otherwise I would have done that IMMEDIATELY after my last call. Please have someone call me ( and leave a DIRECT LINE to call back if the call goes to voicemail ), because I am tired of calling and holding for literal HOURS ( TWO last time ) to speak to somebody to be told incorrect information time and time again. ( Also, they entered my address incorrectly on the response letter and I verified its correct online so that will likely not get to my mailbox ) My sole income is unemployment insurance benefits. That is {$450.00} a week in California for 26 weeks ( {$400.00} after taxes ). To resolve, simply process the form so my payments go to {$0.00}. Also, dont send out expired forms after people call and hold for 1-2 hours to speak to somebody.
Company Response:
State: CA
Zip: 92111
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My IDR application ( changing to SAVE plan ), submitted on XXXX has not been processed by Nelnet. I have been unable to reach a human at Nelnet with questions about the status of my application. I have received automated emails stating that I will get an email every 10 days -- that is the only communication I have received from the servicer. As of this moment, after repeated attempts, I have been on hold for MORE THAN XXXX HOURS TOTAL. Additionally, interest is accruing on my loans, which would not have occurred if my application was processed in a timely manner.
Company Response:
State: SC
Zip: 29407
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: I have requested the repayments already made on the student loan debt and received a generic reply from Nelnet that this is being worked on. I have not received the requested information after several months.
Company Response:
State: NC
Zip: 28056
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Nelnet can not provide my past payment history from Great Lakes. They will not reply back to emails, they purposefully drop my phone calls, they do not know what the issue is or how to fix, I constantly get transferred to another agent who does not know. I was told I had to sign up for paperless in order to receive my past payment history with Great Lakes, which I did not want to do. When I did they said the payment history would be in my inbox, but it is not. They have not returned any communication at this point, do not know how to fix, etc. I am unable to proceed with PSLF which is my right as I can not find the payment history. I was making payments up until COVID and I am qualified, but I am unable to get the PSLF after working in the public sector since graduating college ( and still do to this day ). All while they are charging me interest, demanding payments when I do not even know how far along I am as I do not have access to my history ( great lakes site loops to Nelnet ). Unable to communicate with them in any degree or fashion. Do not have access to past payment history after the transfer. Site is telling me no history available, agents unable to find it. I am now unable to proceed with PSLF while I am still being charged, billed, interest, etc. yet can not get a simple report showing past payment history with Great Lakes. This is predatory, this is not what the Dept of Edu was promising when payments restarted, this is a mess and I am no closer to resolution, but you bet requests for payment and interest and harassing phone calls are still going like clock work!
Company Response:
State: NY
Zip: 134XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-04
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: On XX/XX/XXXX, I received a letter from Nelnet stating that the Biden-Harris program had forgiven my student loans. I logged into my account, and I had 2 letters awaiting me stating that the loans had been forgiven and my balance reflected a XXXX balance. Last week, I received a letter from Nelnet stating that my loans were in forbearance. I logged into my account, and my balance was XXXX. and it said my payments would resume in XXXX of XXXX. I have tried to contact Nelnet, but after 5 hours of hold time over a couple of days, I am reaching out to CFPB for assistance in clearing this issue up. As of right now, my credit report is showing a XXXX balance. However, I fear that once the agencies are updated next month, this could greatly impact the closing of my home.
Company Response:
State: NE
Zip: 687XX
Submitted Via: Web
Date Sent: 2023-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A