Date Received: 2018-11-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I've been in contact with Nelnet since XX/XX/2018 due to the incorrect reporting of my loan structure and misinformation during the time of my loan setup. The first issue is my loan is being reported on my credit as three separate loans based on disbursement when the online Nelnet website two balances. Group A and Group B ( Which you would think means 2 loans ) However, after missing 6 months of payments which I thought would only be 6 missed payments- I've now received 18 missed payments for those 6 months and I was never told that I had three loans. Online it actually only shows that I have two groups ; meaning two loans. I was never told that my one payment was being dispersed to three different loans and If I missed one payment I would miss a total of three because I thought that If I was paying off three accounts I would have three payments coming from my card and not one.
Company Response:
State: MD
Zip: 21239
Submitted Via: Web
Date Sent: 2018-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I just refinanced my student loans and XXXX is my brand new loan servicer for my loan. I sent in a check to make an extra payment on XX/XX/18. I wrote in the memo area the " note id '' number from my statement. I wrote " ID : XXXX '' because I figured there are lots of different numbers on the statement, and I wanted to be clear that was the note id number so it would get processed correctly. On Tuesday XX/XX/18, I saw that my check for {$1200.00} had cleared the bank but it was not applied to my student loan balance. On Friday XX/XX/18, my student loan balance still hadn't gone down. I called and spoke to a customer service rep who said payments are processed at XXXX XXXX and it takes two business days to post to the account. We did the math, Tuesday, Wednesday, XXXXXXXX XXXX, Friday, and the customer service person said it should be posted by XXXX XXXX Friday. Today is Tuesday XX/XX/18 and my student loan balance still hasn't changed. I called XXXX and two phone calls and lots of back and forth they were able to figure out that they had misapplied my payment to the wrong account. They said it was because I had put the note id number on my check instead of the account number. I pointed out I was not given any specific instructions about what to put on the check, so I used the number I had from my statement which was the note id number. And I labeled it " ID '' to be clear that it was the note id number. The customer service supervisor I spoke with said that my payment was applied to an account number that is the same as my note id number. He said this error happens sometimes. I am concerned that their payment processing system is insufficient because it is designed in a way that leads to errors. First of all, they should be able to process a payment that is flagged using any one of the numbers they assign to customers, which from a customer 's perspective are pretty much indistinguishable from one another. Second, since they use multiple different numbers, they should distinguish these numbers from one another in a way that prevents this type of error. For instance, if the account number is separated by dashes and ends in two zeros, whereas the note id number starts with the first letter of the last name, or whatever. Their system should be capable of identifying the numbers they create and design and apply payments correctly to the correct accounts. I'm concerned they are not handling payments professionally and responsibly. Their payment processing system has design flaws that inevitably result in errors. It is designed to fail. Furthermore, I was dissatisfied that I had to call back several times and do unnecessary follow up to try to track down my payment. The problem was not resolved quickly or efficiently.
Company Response:
State: WI
Zip: 53704
Submitted Via: Web
Date Sent: 2018-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: On XX/XX/2018, a charge of {$330.00} was drafted from my account from the XXXX XXXX XXXX XXXX for a student loan. I contacted my student loan servicer, Nelnet, and they stated that as of XX/XX/2018, all of my student loans on record are in deferment due to my in-school status. They stated that they show no record of any payment being taken from my account on their end. They said they would keep an eye out for the transaction to appear on their records. I contacted my bank and disputed the charge.
Company Response:
State: CA
Zip: 95826
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-27
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I applied to renew income-based repayment with nelnet. Before nelnet purchased the loan I didn't have a problem with this process. I went through studentloans.gov and gave them access to my tax return in XXXX. I kept getting late payment reminders after that. I spoke to someone on the phone who didn't have any explanation as to why my renewal wasn't being processed, but she suggested that I upload a copy of my tax return to their site. I did so, but continued to get notices, and my payment was never adjusted. I contacted them again via email, but they seem to be just refusing to process my request.
Company Response:
State: NY
Zip: 11385
Submitted Via: Web
Date Sent: 2018-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-25
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have, on numerous occasions, reached out for proof of late payments. They have yet to provide any valid, verifiable verification. They dont provide any response whatsoever unless its from a CRA ; which is also questionable.
Company Response:
State: MA
Zip: 01040
Submitted Via: Web
Date Sent: 2018-11-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-21
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have filed repeated requests for my annual student loan income based repayment plan and submitted the required documents to my servicer, Nelnet. Nelnet keeps " losing '' my documents and refuses to process my request. They give no explanation why and will not escalate my case.
Company Response:
State: OR
Zip: 97213
Submitted Via: Web
Date Sent: 2018-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Dealing with your lender or servicer
Subissue: Keep getting calls about your loan
Consumer Complaint: Consistently getting emails and phone calls from Nelnet stating that the account is past due by 75 or more days. The emails contain titles like " take action to keep your delinquency from being reported ''. The issue is that the account has been paid and I am fearful that my credit will be destroyed by these false allegations and incorrect data. I have fell victim to predatory student loans in the past.
Company Response:
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: I have contacted both XXXX and Nelnet regarding this issue. XXXX conducted an investigation and despite verifying that they received false information from Nelnet on accounts that have been closed for over 8 years, they refuse to remove them from my credit report. Furthermore, Nelnet continues to revive the timeline on these accounts which has completely ruined my credit for nearly a decade now. Both XXXX and Nelnet are colluding in this fraud, and I am not the only one given the numerous complaints and law suits against both. The CFPBs lack of action in this matter is also unnerving, as this is my third complaint. Everyone just keep saying " talk to XXXX '', or " talk to Nelnet '', which I have done - repeatedly - with no resolve.
Company Response:
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-20
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: I have XXXX loans on my credit report reported that arent accurate. XXXX loans open in XX/XX/XXXX, I have no knowledge of. XXXX loan I paid off in XXXX isnt even showing on my credit report. I called my loan servicing to get help with correcting my credit report and after 30 minutes of specking with an uneducated rep, I was advised to mail the report in for review. I am requesting to have my lone servicer changed.
Company Response:
State: CA
Zip: 92647
Submitted Via: Web
Date Sent: 2018-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-11-17
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: This letter is a formal complaint that Nelnet Student Loan ( Nelnet ) is reporting inaccurate credit information. I am very displeased and highly distraught to find that Nelnet has not requested the removal of late payment information in my credit profile due to its damaging effects on my good credit standing. After receiving a forbearance that was backdated to cover the dates my payments were originally considered late, Nelnet has refused to update my credit reports, all the while instituting a new policy which includes the removal of negative credit reporting for student loan accounts that received back-dated forbearance 's and deferment 's after XX/XX/XXXX. Since the late payments were posted to my credit report on XX/XX/XXXX and XX/XX/XXXX, the company refuses to remove these late payments from my credit report. I have requested numerous times for the removal of these late payments from my credit report through written mail, email, and repeated telephone calls to both Nelnet and the Office of the Ombudsman explaining that I have worked extremely hard to maintain my credit in good standing and I do not feel these late payments truly reflect my credit worthiness. During my approved forbearance period, no payments were due and therefore no payments could be considered late. However, because of the inaccuracies on my credit report, I have been wrongfully denied credit recently, which was highly embarrassing and has negatively impacted my lifestyle.
Company Response:
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A