Date Received: 2016-12-13
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Federal student loans to attend law school. My diploma has been withheld since XX/XX/XXXX because I allegedly did n't pay tuition to the school. That bill was discharged in Ch XXXX filed in XX/XX/XXXX. Actual student loans were not discharged although I asked for it because I was never given my diploma although I graduated. My student loans are now at over {$160000.00} for a degree I never received. This year my payments were tripled to {$350.00} a month. I can not pay and applied for forbearance which has been repeatedly denied.
Company Response:
State: OH
Zip: 435XX
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-13
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: When my loan changed servicers ( from XXXX to Nelnet ) the payment amount increased. I believe this is an error because I 'm on a fixed payment plan, am neither ahead nor behind on payments, and since the terms of the loan are the same the payment should be the same. I have asked Nelnet repeatedly ( via phone calls, emails and live chats ) to explain the increase and they do not. The only explanation their customer services reps give is that XXXX must have undercharged me. When I ask for them to show me their calculations that led them to determine that XXXX did n't charge enough, they tell me that this is n't possible. Either XXXX undercharged me, in which case it should be possible to show this, or Nelnet is overcharging me. Either way, Nelnet is n't providing any of the needed information in order to determine which is correct and is debiting my account more than XXXX for the same loan with the same terms. Furthermore, I 've asked multiple times for a complete transaction history of my loan and they have ignored all but one request and the the only history they did send was missing years worth of payments.
Company Response:
State: NJ
Zip: 07740
Submitted Via: Web
Date Sent: 2016-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-09
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I recently pulled my credit report and found that NELNET\Education reported late payments regarding my student loan accounts. I believe this reporting is incorrect because I was in XXXX school during that time and my loans were in forbearance/deferment and did n't require any payments. I am requesting that this late payment be assessed for accuracy. Nelnet has not been able to resolve this issue after multiple disputes.
Company Response:
State: NE
Zip: 681XX
Submitted Via: Web
Date Sent: 2016-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-08
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: XXXX engages in collection practices that are both deceptive and abusive in violation of UDAAP. My student loan has recently entered repayment. I was sent an electronic communication from Nelnet that stated my monthly payment was {$240.00}. When I went online to pay my monthly payment, the website stated that my monthly payment was in fact {$2300.00}. I am unable to pay a monthly payment of $ XXXX dollars based on my monthly income so I attempted to apply online for an income based repayment plan. I entered the information requested on the website and received an estimated monthly payment of {$150.00}. However, I was told that I could not change my repayment plan online and was provided a number to call. I called Nelnet at XXXX and spoke with a customer service representative ( CSR ). The XXXX asked me several questions including my pre-tax income ( although the website asks for XXXX from most recent tax return, which in my case are different figures ). The monthly payment I was quoted over the phone was $ XXXX. When I questioned the XXXX about the significant difference in estimated payments from online vs. the telephone and why she wanted pre-tax vs. XXXX, she was unable to provide a sufficient answer. I then explained that because the estimated payment was significantly different online, I wanted to know why my account could not be changed online, and how I could change it online so that I could get the more reasonable payment that was provided online. Again, she was unable to provide a sufficient answer. I asked her if there was any other repayment options because the figure she had given me was still not within my means, and was told that was the lowest monthly payment that could be offered. Further she told me that my only options were debt consolidation or forbearance. I then asked to speak with a XXXX because I was unable to understand the significant difference between the information I was provided online and the information I was provided on the phone. After speaking with the XXXX she asked about other federal student loans in repayment and their interest rates ( which had not been asked by the XXXX ) among other financial questions that had not be asked by the XXXX. After XXXX mins of explaining my confusion, challenging the differences in the information being provided to me, and providing as much information as possible, the XXXX stated that my payment should be around {$150.00}. The inconsistency in the information provided online, by the XXXX, and by the XXXX is misleading. Had I not known to ask questions and push to provide the information that they were actually requesting, my payment could have been significantly different. If I had not done so, I would have had a monthly payment that I still could not afford based on my income and my only other option was to put my loan in forbearance and incur several thousands of dollars in interest. Others, who would not know to asks the questions I did probably find themselves in this situation daily, with payments that are beyond their means and they either have to put the loans in forbearance or end up defaulting. Nelnet 's use of inconsistent information, failure to collect vital information for determining a person 's repayment obligation, and omission of material information to the people it is attempting to collect from is unfair, deceptive, and abusive.
Company Response:
State: MD
Zip: 21227
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-07
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: My student loan has been transferred from XXXX to Firstmark Services ( web-site below ) http : //firstmarkservices.com/ Firstmark is telling me I am not able to make payments via wire transfer from XXXX bank, via online using Debit/Credit card or paypal because I am based outside of US ( currently live in XXXX ). They also tell me I am not able to make payment via phone because my due date on the loan is so far into the future. They can accept payments via phone only if amount is due this month. However, none of this was specified in the original loan documents as my loan can be pre-paid at any moment. Previously I was making my payments via paypal to XXXX before XXXX transferred the loan. They also told me they are not accepting payments online and wire transfers on purpose, thereby making it more difficult for me to be able to repay my loan. This situation is surreal, one would think that if I want to make payments, they should be able to take my money.
Company Response:
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-07
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: My lender is Nelnet for Federal student loans. I did not choose this company, rather it was assigned to me. I have applied recently for refinance with another company but was denied. I have good credit and have never missed a payment. Over the past year, I have had multiple cases where my payment amount due changes without any notifcation. This can include my payment due amount not matching my statements, not matching between emails and on site and increasing month to month when I am on a graduated repayment plan ( this is supposed to increase every 2 years -- not monthly ). In addition, when I have reached out for clarification or to question these changes and increases, the company is not helpful and does not explain the differences or the reasoning to me. I do n't feel like my money is safe with the company and I do n't feel comfortable with an ever changing payment amount. It is hard to budget and to feel confident that I can pay my monthly payments when I can never plan on what is due as the amount can change even as quickly as the day before it is due.
Company Response:
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2016-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-06
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Nelnet set payment due on a bank holiday XXXX. I paid my loan payment on XXXX the next business day. Nelnet claims to have a grace period before something is late. However, they didnt process the payment until 5 days later. They marked my account as late and removed my 1 % rate reduction, which will cost me thousands in interest over the next 3 years. Called and nobody there would help claiming the payment was made too late to process on XXXX. They could not provide me proof or why.
Company Response:
State: FL
Zip: 32725
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-06
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I have many loans from private and government and I was very young when I started with this school loans. after a few years companies sell my loans to different lenders and the interest goes high. I never had a complete understanding of the type of interest I would pay down the road. To make things worst I started a degree on a university and left school for few years and when I came back to finished the degree was no longer available so had to get a XXXX degree unless I wanted to pay more towards a new degree. I do not have a steady career and i am currently jobless with a XXXX XXXX dollar debt.
Company Response:
State: FL
Zip: 33178
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-12-05
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: I refinanced my student loans. I did not want to refinance my subsidized student loans so I took out less than my total and told I would be able to decide which loans my XXXX check would pay off. However, when Nelnet got the check they decided which loans to pay off without any input from me ( Nelnet decided to put the money towards low interest subsidized loans and leave the remaining g balance in loans that had the highest interest rate ). I have now contacted Nelnet twice to attempt to get the money allocated towards the correct loans and Nelnet and their representatives have been unable to help or provide adequate assistance. All inquiries to speak with management is brushed aside. This is unacceptable and I need help resolving this issue.
Company Response:
State: CO
Zip: 80919
Submitted Via: Web
Date Sent: 2016-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-11-30
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: After contacting Nelnet student loan servicer multiple times they are continuing to report XXXX student loans as 120+ days past due after a credit repair agency requested the loans that were once XXXX XXXX loans be removed because this company no longer exist. Also a loan consolidation was done for these loans and they were reporting as paid until the removal request and now all of them have a current status as 120+ days late with derogatory comments. Lastly there are about XXXX student loan accounts that are on my credit report and more than half of them have no reporting status just occupying space on my credit report as collection accounts. I have called Nelnet several time for them to tell me they have no idea what I 'm speaking of, until finally a representative stated there is a credit reporting department that does not accept phone calls and I just have to wait until someone gets back to me. After I replied how can they fix a problem they keep denying is there but are clearly reporting to the credit agencies. I have called XXXX and can never get a live person and for the past few days there on line dispute center is a technical problem and XXXX claims states I ca n't print a report until my dispute process for a prior issue is resolved. I do n't where to begin to try to fix this issue. I keep getting the run around from Nelnet and waiting as everyday my credit is taking a huge hit from the multiple student loans that are reporting 120+ days late. I have already been denied for an Fha loan.
Company Response:
State: MI
Zip: 48237
Submitted Via: Web
Date Sent: 2016-11-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No