Date Received: 2016-04-19
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: Nelnet approved my deferment request, and back dated it to XXXX XXXX of 2015. There are derogatory late payment remarks that remain on my credit, even though the deferment approval covers this time period. I need them to remove the negative payment history for the deferment.
Company Response:
State: AL
Zip: 35216
Submitted Via: Web
Date Sent: 2016-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-19
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: My consolidated federal student loans ( originating XX/XX/XXXX, University XXXX ) were transferred to Nelnet in XXXX XXXX. I began payment on them XXXX XXXX, with no late payments to date. At 36 months ( XXXX XXXX ) of on-time payments, I am eligible for -1 % to my annual interest rate. My monthly loan payments were paid by auto-debit via the Nelnet internet portal. I was signed up for e-correspondence via email including alerts. On XXXX XXXX, I noted that my account had not debited and contacted Nelnet. They informed me my auto-debit had been canceled because the bank " told [ them ] my account was closed. '' I asked about my incentive and they said I had been disqualified. I asked how I could reinstate my incentive and they stated to get a verification letter from my bank stating the account is open. I asked to speak to a supervisor and was transferred to a Resolution Specialist ( XXXX XXXX ). He submitted a " research request '' to " look into it '' but would not answer repeated requests for information about documentation. He stated it was probably Nelnet 's error but was not sure how to prove this, and stated he needed proof of this to reinstate my benefit ( and would not further clarify this circular reasoning ). I called my bank ( XXXX XXXX ) ; they stated the last payment request from Nelnet was on XXXX/XXXX/XXXX ( which was paid XX/XX/XXXX, see attached screenshot ) ; they did not receive a payment request for XX/XX/XXXX. ( My bank account has been open and has had no period of insufficient funds, see available balance on screenshot ). The bank issued a verification letter as requested. I also called Nelnet back, with a XXXX XXXX online banker on the line to provide verbal verification of no XX/XX/XXXX payment requested, to verify my open account with no recent changes. XXXX XXXX was unavailable, and the Nelnet account representative refused to document the verbal verification stating it would not help my case. I have at no time received notification from my bank of a stopped/refused payment ( which XXXX XXXX states would happen if a payment was requested and refused ), nor email from Nelnet stating payment was refused, despite signing up for alerts and email correspondence. There is a message posted to the Nelnet borrower portal inbox ( but not emailed to me ) stating refusal of payment and cancellation of auto-debit dated XXXX XXXX, XXXX - but this was not emailed, and it was dated after the late payment due date. I had no way of rectifying the situation in time to submit an on-time payment. The bank has verified that Nelnet did not submit ANY request for the XX/XX/XXXX payment ; moreover, my account was open with routing/account numbers unchanged and correct. 1. I am concerned at the suspicious timing of this " error '' : at month 34 of on-time payments, just prior to the initiation of my -1 % benefit. 2. I can not receive a clear answer from Nelnet as to how to determine what the error was. 3. The bank states no payment request was made for XX/XX/XXXX ; all prior payments were successful and no banking information has changed since XXXX XXXX, when it was updated in Nelnet 's online borrower portal. 4. I was not notified of the payment refusal by email despite being signed up for email correspondence and alerts. This " error '' will cost me ( and profit Nelnet ) ~ $ XXXX over the expected life of the loan. Thank you for your consideration of my claim. I request reinstatement of my -1 % to APR benefit to begin XXXX XXXX as planned.
Company Response:
State: VA
Zip: 22901
Submitted Via: Web
Date Sent: 2016-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-17
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: I have many student loans from XX/XX/XXXX on my different credit reports. I became XXXX in XX/XX/XXXX and was approved to have my loans forgiven and were taken over from XXXX Department of education by Nelnet. Some of the loans have negative comments in the comment section that do not say paid in full and is causing my credit to be damaged. Some of the student loans have no amount in the balance column so it looks like I still owe money. They also state that these loans will be on my credit report until XX/XX/XXXX and XX/XX/XXXX. I would like the comments in the comment section removed and in the empty balance box want it to say paid in full. I do n't know what the rules are for how long these stay on my credit reports but over 10 years seams excessive.
Company Response:
State: ME
Zip: 042XX
Submitted Via: Web
Date Sent: 2016-05-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-15
Issue: Can't repay my loan
Subissue: Can't decrease my monthly payments
Consumer Complaint: I applied for an Income-driven repayment plan on Studentloans.gov, and Nelnet confirmed receipt XXXX/XXXX/XXXX. Nelnet 's website and IVRU state the status is " pending '' and, if pending, I should allow 3 business days for it to be processed. It 's still not processed as of XXXX/XXXX/XXXX. I tried to call but was getting the run-around. My husband had a similar experience with a different loan servicer. He completed loan rehab in XX/XX/XXXX or XX/XX/XXXX and subsequently requested the IBR/ICR forms. He completed them and sent in multiple times, but everytime he talked to them, they said they either had n't received it or it was still processing. In the end, we gave up. I thought it might be different now with the streamlined online process, but it seems not. Are they waiting on me to default? They keep sending me emails and posting on XXXX how they can help if I 'm behind by arranging a new repayment plan, but there 's no follow-through. Please help.
Company Response:
State: OH
Zip: 43212
Submitted Via: Web
Date Sent: 2016-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-13
Issue: Dealing with my lender or servicer
Subissue: Need information about my balance/terms
Consumer Complaint: I have not been able to access my account for 2 months. They have not been sending me updates on what is happening. I have been sitting in the dark until I have to ask for updates. I do n't see why it is taking so long to fix my account.
Company Response:
State: MN
Zip: 55119
Submitted Via: Web
Date Sent: 2016-04-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: My student loan was XXXX in 2010 according to the XXXX, in response to my request because of becoming XXXX, this according to letters received from the XXXX in response to inquiries from XXXX representatives XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX. In my complaint against Nelnet was included an illegal double charge against my credit. In my attempts to speak directly to Nelnet, I was assured by them that they would drop the illegal double charges off of my credit but they never have even to this day. Nelnet went as far as to request in a recorded conversation with me, asking my permission to continue contacting me via my phone and email in an obvious attempt to continue harassing me. I have spent the last XXXX or more years paying higher auto insurance rates, paying higher deposits on rentals and being refused credit cards and have been adversely affected in my quality of living because of the illegal and harassing practices of Nelnet. This company is supposedly acting as a branch of the federal government but I read online that they are the biggest scam known in this XXXX I am demanding not only to have my credit cleared as I have written the XXXX major credit bureaus of Relent 's illegal activities but Nelnet continues their claims, but I also DEMAND to be reimbursed for the loss of quality of life in this case of this great scam practiced by Nelnet. I and my wife are both XXXX Americans and we continue to suffer a loss of quality of life because of this sickening company that for some reason is still being allowed to practice " business as usual '' in this country, no doubt because of crooks who run this country.
Company Response:
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-12
Issue: Dealing with my lender or servicer
Subissue: Having problems with customer service
Consumer Complaint: I tried to enter into an income driven repayment plan XXXX separate times and both times Nelnet managed the applications inappropriately. The first time an application was filed on studentloans.gov on XXXX XXXX, 2016. This was a joint IDR application with my husband. Nelnet later claimed they could n't see the application when they were contacted on XXXX XXXX, 2016. During the call on XXXX XXXX, 2016 the collector never mentioned the possibility of an administrative forbearance on the accounts so that they would n't be reported to the credit bureaus.A paper copy of the application was sent to them through the mail on approximately XXXX XXXX, 2016. They also claimed they never received that application when they were contacted on XXXX XXXX, 2016. Only after checking my credit report on XXXX XXXX, 2016 and seeing they had reported me as being over 90 days late on my loan payments did I realize they had n't processed the IDR application. When they were contacted on XXXX XXXX, 2016 a collector named XXXX stated that they had never processed the application. He said that if the application was resent it could take them 3-4 weeks to process it through their processing center. When a supervisor ( XXXX ) was spoken to he claimed that they attempted to call me on XXXX XXXX, 2016 but the number came back as disconnected or incorrect so it was removed from the account. The number they tried had just been added onto the account on XXXX XXXX, 2016 when the initial call to Nelnet was made. They claimed it was n't their fault since they had n't been given current information even though they had received that number only 2 days prior to the call. XXXX also claimed that mail had been sent to the address on file sometime in early XXXX and it was returned to them. The address they sent the mail to was valid at the time they sent it and continues to be valid today. After removing the good phone number and address from the account XXXX states they then performed a skip trace that provided them with incorrect information for the account. XXXX and XXXX both stated that they first reported the accounts to the credit bureaus on XXXX XXXX, 2016. This means if they had actually made contact using the valid information they had been provided this situation would have been able to be remedied at some time before the negative credit reporting. The decrease in XXXX score related to this situation was XXXX points. I have done my due diligence to use the programs that were created to assist those needing help paying student loan debt. Had Nelnet acted more appropriately they would have been able to avoid this entire situation.
Company Response:
State: IN
Zip: 47302
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-10
Issue: Dealing with my lender or servicer
Subissue: Trouble with how payments are handled
Consumer Complaint: Nelnet was servicing my student loans. I did not qualify for in-school deferment because my school was not XXXX XXXX. There were several conversations about a forbearance and/or deferment for several months from XXXX XXXX through XXXX XXXX. The forbearance was finally granted and was retroactive to to XXXX XXXX, XXXX but covered all months between XXXX XXXX, XXXX through XXXX XXXX, XXXX. My account was brought current with Nelnet but was never updated with the major credit bureaus. This behavior is contradictory to the FCRA 623 ( a ) ( 2 ). They are direct violation of the the FCRA. I have asked customer service representatives to send me written proof of my forbearance but they keep sending me a payment history. The last representative I spoke with told me, " this is not going to help your credit report, we are not fixing that ''. My loans have been consolidated. prior to the consolidation, Nelnet refused to even acknowledge the forbearance.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-04-10
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX/Nelnet is reporting XXXX XXXX + late payment accounts to XXXX, XXXX, XXXX. The dates they are claiming I owe for is XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX XXXX. I was in XXXX school during some of the above mentioned dates and I graduated in XXXX, for the remaining dates I was in XXXX XXXX so no loan payments were due during those dates. My loans have always been in deferment. I have called several times and also have sent them a letter asking them to update the incorrect information they are reporting which is damaging my credit and and credit score but to this they still have not updated the information or provided any proof that the payments were past due or even owed.
Company Response:
State: VA
Zip: 24012
Submitted Via: Web
Date Sent: 2016-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-04-07
Issue: Dealing with my lender or servicer
Subissue: Received bad information about my loan
Consumer Complaint: My complaint is in reference to my recertification form for the IBR Plan. I submitted my recertification application along with a check stub attached to show proof of my income on XXXX/XXXX/16 via email to Nelnet on the Nelnet website ( XXXXXXXXXXXX ). I made a call every week, sometime twice a week to make sure I had submitted all information correctly and had provided all documents needed to process my recertification form that was due by XXXX/XXXX/16. Each advisor I spoke with weekly stated my application was filled out properly and that I had submitted need proof of income/check stub. I called weekly to have a call log of me checking my application information weekly to avoid any delays and I still end up with misinformation and rude advisor giving different answers each time I call. On XXXX/XXXX/16 I get an email stating my application was not processed because Nelnet did not accept my signature. I called Nelnet immediately on XXXX/XXXX/16 around XXXX and spoke with an advisor, who stated that I must print and sign a new recertification form off, the Nelnet advisor told me it would take another 30 days for my application to be process and that more interest would be capitalized while my application is waiting to be processed I asked the advisor why is it going to take another 30 days when I submitted my application on time and if my signature was the problem, why did it take a whole month for someone to say we can not accept this signature, knowing that I have been calling for a full 30 days to make sure everything was correct and no other information was needed. I asked to speak with a manager and was told a manager would return my call, as of XXXX/XXXX/16, no one has returned my call. I called Nelnet XXXX/XXXX/16 at XXXX and spoke with an advisor who stated the system shows I did print, sign. and submitted a new recertification form on XXXX/XXXX/16. Again I asked to speak with a manager and the advisor refused to transfer me to a manager. I went through a similar problem with Nelnet, last year. Advisor kept telling me my application had not been received, I ask to speak with a manager. I told him I had proof that I had faxed my application 3 times and had confirmation that the fax went through, plus I had mailed the application for extra proof that I had submitted application and mailed it on time. The manager placed me on a brief hold, came back on the line and stated my information had been updated. A month later I receive mail that my application had been processed along with the extra interest. I have been proactive in keeping my loans in good standing, please assist with getting this matter resolved. I do n't think it is fair that I have to wait another 30 days for my application to be processed because Nelnet did not accept the signature on the original application submitted XXXX/XXXX/16 ; when I submitted everything on time ; now being told that my signature will take 30 days to be processed with the application and check stub that is already on file, plus the interest. Nothing is being addressed about me having similar issues last year with my application being delayed with extra interest, not even a return call from a manager. I would like to resolve this issue as quickly as possible, this is a bill that I need add to my budget without delays. Respectfully, Determined XXXX
Company Response:
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2016-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No