NELNET, INC.

2019-04-18

Lafayette Hl, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-04-18

Macon, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-04-18

Savannah, GA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: RE : Inaccurate credit reporting for two loans serviced by NELNET. Please see negative reporting for the year XXXX. ATTENTION STUDENT LOAN SERVICE PROVIDER, NELNET. PLEASE BE ADVISED THAT YOU ARE CURRENTLY IN VIOLATION OF THE ELECTRONIC CODE OF FEDERAL REGULATION, TITLE 16 PARTS 660.3 ( C ) AND 660.4 ( A ) ( 3 ), ( 4 ). IF YOU REPORT INFORMATION ABOUT CONSUMERS TO CRAS- LIKE A CREDIT BUREAU- YOU HAVE LEGAL OBLIGATIONS UNDER THE FCRAS FURNISHER RULE IT IS ILLEGAL TO REPORT INFORMATION THAT YOU KNOW OR BELIEVE TO BE INACCURATE. YOU HAVE REASONABLE CAUSE TO BELIEVE THAT INFORMATION IS INACCURATE IF YOU HAVE KNOWLEDGE, THAT WOULD LEAD A REASONABLE PERSON TO DOUBT THE ACCURACY OF THE INFORMATION. YOU CAN NOT UNDER ANY CIRCUMSTANCES, REPORT INFORMATION THE CONSUMER HAS TOLD YOU IS INACCURATE IF IT IS, IN FACT, INACCURATE. FCRA SECTION 623 ( A ) ( 1 ) ( C ). IF YOU FURNISH INFORMATION TO A CRA ON A REGULAR BASIS AND DETERMINE THAT ANY INFORMATION YOU PROVIDED IS INACCURATE OR INCOMPLETE, YOU MUST PROMPTLY NOTIFY THE CRA AND PROVIDE CORRECTIONS OR ADDITIONS. GOING FORWARD, YOU MUST FURNISH ONLY THE CORRECT INFORMATION TO THE CRA. FCRA 623 ( A ) ( 2 ) ( B ). THE FACTS : XXXX XXXX XXXX ( the consumer ) has been in contact with NELNET ( the data furnisher ), Since on or about XX/XX/XXXX about the status of two loans that are service by the data furnisher. The loans are referred to as loans eight and nine, and the data furnisher states that the loans in question originate from a consolidation in XXXX. The consumer has requested copies of statements, master promissory note ( s ) and any information pertaining to said loans, but as of yet has not received the requested information. The latest request was made on XX/XX/XXXX on or about XXXX est. The two loans are currently negatively reporting as late on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Of the seven negatively reporting items on the consumers credit report this misreporting comprises six of those instances. During the time in question the consumer was a student and should have been under the grace period for a standard loan, however, the data furnisher had input the consumers personal and contact information wrong into their system. In the year XXXX changing the consumer provided contact information that was correct to a wrong email and phone number via a system that the data furnisher uses called vendor searching where the data furnisher randomly pulls consumer information from various unconfirmed vendor sources and relies on said information to notify consumers of information related to their account. On two such occasions the data furnisher had the consumers email contact information at a non-existent location ( i.e.XX/XX/XXXX @ GMIL. com ; and another time as tthetrillionaire @ XXXX. co. At first glance a reasonable person could have perceived the missing characters from XXXX and XXXX, thereby avoiding errors and ensuring that the consumer received all communications from the data furnisher. These oversights lead both to the data furnishers inability to effectively communicate with the consumer and further more led to the inaccurate reporting to the CRA. As the data furnishers own system failed them and in turn caused the incorrect reporting. This consumer request that the data furnisher review part 660.3 ( c ). Consumer request that as the late reporting is obviously the result of a systematic failure on the part of the data furnisher and in no way is the fault of the consumer himself that the data furnisher take steps to correct the inaccurately reported information immediately with all CRAs who received the information provided by data furnisher IAW the rules set forth by the FTC and the FCRA. Thanks, XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-18

Bronx, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: Nelnet is updating my outdated credit report from 2003. This account has passed its time from reporting and they will not remove it. The balance is on XXXX and its been over 14 year but it continues to update and report as active. I need someone to look at this and verify it doesn't violate my right.
Company Response: Closed with explanation

Timely Response

2019-04-17

CA

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Complaint: I called XXXX XXXX three days before my bill was due. Due to unfortunate circumstances, I am not gainfully employed sufficiently to make the payment. I requested a deferment of my loans while I work on resuming gainful employment. The agent on the other hand said that they would need time to research deferment of my loan. I told the agent that the payment date was due in a few days, and I needed to avoid defaulting or getting a late payment charge. The agent told me not to worry, and that after he had finished his research it would be easy to rectify any late payment. I waited out the three days without hearing a word back from the company. I called today to discuss the matter with them, and they continued to give me the same run around. They said that they hadn't completed their research, and that they would need five more days in order to get back to me. The agent then tried to sell me on a different payment plan, that would have resulted in exorbitant additional fees to a former student already struggling to make payments. While I continue to get told that they are researching the matter and that they will get back to me in an ever increasing number of days, the account is not showing as a late payment, with tacked on late fees, and they are going to proceed to ruin my credit. I have always made my payments on time, or in excess of the amount necessary, unfortunately I am not in a financial position to do so at this moment. I feel their practices are predatory and are designed to financially punish students through deceptive practices, rather than assisting students to successfully repay their loans, and it is through their deception that payments go into default or show up as late on credit reports. Researching a deferment shouldn't take 8 days. They have obviously studied the laws and worked diligently to try and work loopholes in the system that work against the citizens in favor of their own corporate greed.
Company Response: Closed with explanation

Timely Response

2019-04-17

Dallas, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-04-17

Homecroft, IN

Incorrect information on your report

Student loan: Federal student loan servicing

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2019-04-16

Alexandria, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been a XXXX XXXX XXXX XXXX student at XXXX University in Virginia since Fall 2018. I received federal student loans to pay all of the tuition and related school expenses. I finished the first semester, but we began hearing rumors that XXXX had defrauded the students and misappropriated all of our funds, including amounts held as as students account credits early into the Spring semester. On XX/XX/XXXX, we received written notification from XXXX that the school was closing immediately. On XX/XX/XXXX, I received notification from the Department of Education that my loans for the Spring term were cancelled. As a result I filed the discharge paperwork through my servicer, Nelnet. Arrangements have been made for most of XXXX students, including me, to transfer to XXXX XXXX XXXX in DC as of XX/XX/XXXX. On XX/XX/XXXX, I was informed by Nelnet that the loans were not cancelled and I was now in repayment status ( grace ) because they have decided that the school is not really closed despite XXXX actually ceasing operation and having a trustee appointed. They will not allow me to speak to their claims department, but they can not explain their decision. This is either a case of complete ineptitude on their part or their compensation model is based on collection activity, thus they are motivated by blatant self interest.
Company Response: Closed with explanation

Timely Response

2019-04-15

Hollywood, CA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-04-15

Atlanta, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Hi, This is regards to Nelnet student loan servicer. I have requested to settle the debt with Nelnet in exchange for the original instrument of indebtedness. This request was initiated on XX/XX/XXXX. Nelnet responded with a letter stating we are unable to make adjustment to my credit inquiry, which I did not request ( see attachments ), It was clear what I was requesting, and they were stalling. Then I wrote another letter requesting the instrument of in indebtedness and I receive an e-mail from Nelnet stating my FORBEARANCE HAVE BEEN APPROVED and I will not have to pay until XX/XX/XXXX, WHICH I DID NOT REQUEST EITHER ( see attachments ) However, I received a statement requesting payment on XX/XX/XXXX. Now, forbearance was forced in place as a stall tactics until XX/XX/XXXX why do I need to make a payment? Again its very clear of my request and they refuse to send the information. Then I receive fabricated PROMISSORY NOTE ( see attachments ) from them on XX/XX/XXXX, which is clearly over the 30 days of when I requested the original instrument of indebtedness, which is clearly a violation. I have no idea who those people are on that promissory and the addresses dont even match the zip codes ; in addition, there is no signature on the document. I did not have any legal binding promissory note with Nelnet and the information provided is not factual and fabricated. Therefore, I would like a letter stating this debt will be removed off credit reports as the assumption of debt was never validated and this assumption of debt brought to {$0.00} ASAP, or I will be taking this fabricated promissory note and pursue legal actions and sue for Involuntary Servitude among other things! Please keep in mind Nelnet has been sued by the couple of different entities and investigate by the CFPB and being removed from list of provides for student loans because of their unethical practices. Im a prime example of the deceitfulness and wrongful doing. I have attached a number of attachments to support this case in, addition ; to screenshots of the when the certified mail was delivered to Nelnet.
Company Response: Closed with explanation

Timely Response

2019-04-15

NE

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XX/XX/XXXX RE : Disputing Consolidated Federal Student Loan from XX/XX/XXXX To : CFPB I am asking for assistance in investigating my student loan debt with Nelnet. I have tried on several occasions over multiple years to get assistance in understanding why my loan balance is not decreasing. I have been making monthly payments for over 17 years. I recently noticed that all my payments for the last 7 years have all went to interest. I have enclosed my payment history from Nelnet to show from XX/XX/XXXX to XX/XX/XXXX I have paid {$39000.00} and this entire amount has went to interest only. I work in the financial industry and this can not be fair and appears to be highly deceptive in their lending practices. I called Nelnet on the evening of Tuesday, XX/XX/XXXX and asked if they could explain this to me. After over an hour on the phone, I asked for all of my documents to be sent to me so I could investigate and file a complaint against them. I explained I wanted all the documents showing all the fees and interest charged since XX/XX/XXXX. I did default on my loan back in XX/XX/XXXX/XX/XX/XXXX due to medical expenses and salary cuts during the great recession. Our medical expenses were extreme due to my husband being diagnosed with XXXX XXXX and he has since passed away from XXXX. During my husbands XXXX battle our daughter XXXX her XXXX to XXXX due to a XXXX XXXX of XXXX XXXX. She is currently confined to a XXXX and will be depended on me the rest of her life. I took responsibility for my loans and wanted to pay back what I owed and worked with the collection agency to get it reinstated. In my call on Tuesday night, XX/XX/XXXX, I asked for copies all the fees and interest I was charged when I was in default and I was instructed Nelnet will only release this information if I get a subpoena. How can this be legal to ask borrowers to pay for fees and interest that were not disclosed to them and no documentation will be provided without court documents. I graduated from the University of XXXX at XXXX in summer of XX/XX/XXXX with a loan debt and promissory note for {$33000.00}. I deferred my student loan for 5 years after graduating as my income would not cover my loan payment at that time. I did a consolidation in XX/XX/XXXX with my payments starting in XX/XX/XXXX with my new consolidated loan balance of {$42000.00}. If you look at my history I have paid on this loan since XX/XX/XXXX with payments over the last 17 years adding up to {$90000.00}. I have paid approximately 3 times what my original loan was back in XX/XX/XXXX. As you can see on my statement Nelnet claims I still owe {$63000.00}. This would total {$150000.00} ( 5 times my original loan ) and that does not even include additional interest on the {$63000.00} they say I still owe. How can this be fair and legal? I have more than paid this loan in full and it should reflect paid in full. I am looking for help or guidance in dealing with these deceptive practices and what legal rights I have. If needed I will contact a lawyer to see how I can get a subpoena to view the documents from the collection agency as I believe they will show illegal activity being done by this agency and lender during the great recession.
Company Response: Closed with explanation

Timely Response

2019-04-15

Wonder Lake, IL

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: In Mid-XX/XX/XXXX2019, I received a letter from XXXX XXXX XXXX, indicating that as a result the settlement of a lawsuit between XXXX XXXX XXXX XXXX XXXX and CFPB, my loan payment has been reduced, and that XXXX was now collecting payments for my private student loan through XXXX XXXX XXXX XXXX XXXX. The letter, however, did not indicate how my private loan through XXXX XXXX XXXX XXXX that was being serviced through Firstmark Service was going to be terminated or how Firstmark Services was going to be notified of this settlement result. When I called XXXX XXXX XXXX for clarification, I was told any of my private student loan through XXXX XXXX XXXX XXXX now needs to be paid through XXXX XXXX XXXX, and no one else. When I called Firstmark Services, they insisted I needed to pay Firstmark Services. I called both Firstmark Services and XXXX XXXX XXXX multiple times, and verified that that all of my private loan that was being serviced through Fiirstmark Serivces wasfrom XXXX XXXX XXXX XXXX XXXX, and I have learned that both Firstmark Services and XXXX XXXX XXXX are sending me bills for payments for my private student loan through XXXX XXXX XXXX XXXX. I have asked to speak with the managers multiple times at both agencies, and I was never able to get through to any managers, and the representatives I spoke at both agencies could only repeat that I owe each of the agencies payments for my private student loans through XXXX XXXX XXXX XXXX without any explanation. I looked for ways to contact XXXX XXXX XXXX XXXX XXXX, but every time I called, I was only given the number for XXXX XXXX after multiple transfer of calls. Neither Firstmark Services nor XXXX XXXX is willing to look into my situation. Both Firstmark Services and XXXX XXXX are refusing to communicate with each other regarding the settlement result of the private loan through XXXX XXXX XXXX XXXX XXXX. Instead, they are both insisting payments. I have since learned that neither Firstmark Services nor XXXX XXXX XXXX has proved to me with any documents that my payments, indeed, need to be paid through either one of the agencies. In the mean time, I am getting bills from two different agencies for payments for the same private student loan, which I am not even sure what education the loans were for. XXXX XXXX XXXX XXXX and Firstmark Serivces seem to be acting very irresponsible and unfair, charging individuals through multiple agencies what they do not owe. I request CFPB to look into this matter for me. Thank you so much!
Company Response: Closed with explanation

Timely Response

2019-04-15

Compton, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2019-04-14

Baton Rouge, LA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2019-04-13

Clarksburg, MD

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-04-13

Saint Clair, MO

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: Nelnet falsely reporting negative or past due accounts to my credit. Lowering my credit score via multiple loans although one conglomerate
Company Response: Closed with explanation

Timely Response

2019-04-13

Chicago, IL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was already discharged in bankruptcy and is no longer owed
Complaint: I filed jointly with my husband for the first time this year, and we were told we would get a refund of {$1400.00}. We received a notice stating that our entire refund was being offset to defaulted student loans. My loan servicer XXXX notified me that while I was behind on payments that I had not yet defaulted on my loan or entered " pre-default '' yet. I contacted the debt collection agency ( XXXX XXXX XXXX ) who were very helpful to a point, asking lots of information bout my household income, and lots of info about our expenses. When I asked when i had defaulted on my loans they informed me that they had taken over the loans in XX/XX/XXXX, but they were not able to provide me with info as to who my loan servicer was prior to this.The provided me with number to contact to inquire about this information. I reached out to the loan locator number they gave me and found out that my loans were being serviced by Nelnet prior to them being sent to collection in XX/XX/XXXX. In XX/XX/XXXX I contacted a company that was helping people with filing for a debt forgiveness program through the government. The company needed my PIN and asked for {$900.00} up front to use as good faith payment to XXXX ( may have been under XXXX XXXX still at the time ) and they also used up my last deferment I had available to me as part of the process. I would never had agreed to this process if I had not had two other people I know go through this process and have their loans drastically decrease. On the XXXX website they have multiple stafford loans listed as consolidated or not owed. And I had assumed that this was because the loans had been paid and processed by the government program I had signed up for. But now I am not sure. I do not remember receiving anything from XXXX that my federal loans were being handed by another loan provider, and if i did i would likely have assumed that due to the program I had worked with that this info did not pertain to me. The current loan holder and debt collector have stated that they will help me get out of collection if I make payments that are between {$480.00} and {$440.00} ( both amounts which i have informed them that I can not afford pay ), for a consecutive 9 months, and then my debt would be moved to yet another loan servicer. I was informed that because both my income and my spouse 's income were being used to calculate what I was expected to pay, regardless of what I as an individual were able to pay, that was low as the payment could be made. The only other option offered to me was that I could open another loan through an outside company ( that i would have to find ) and pay off the defaulted debt all at once, and that they would waive the late fees associated with account. If i did not do this, then I would be paying on the total amount due of over {$42000.00}.
Company Response: Closed with explanation

Untimely Response

2019-04-12

Seattle, WA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have had my student loans with Nelnet for 12 years now. After dealing with them over the last decade I can confidently say the Nelnet uses predatory practices to take advantage of vulnerable students. I graduated in 2011, in the middle of a recession when jobs were scarce. It was impossible to talk to anyone at Nelnet regarding my payment options. I tried calling on multiple occasions and was never able to talk to anyone human. The robot that talks to you actually hung up on me a majority of the time. When I went online I had been locked out of my account and was told to call the number that repeatedly hung up on me. Not once did I ever have anyone walk me through my repayment options when I was actively asking. After all my effort, the only contact I received from Nelnet was a bill in the mail. When I was able to finally take care of my repayment options I was told that forbearance was my only option. I never had anyone mention other repayment plans or options that I had. In fact, when I got my forbearance it was entirely with a robotic automated message. I'll repeat that in case it didn't sink in. They put a forbearance on my loans without me ever talking to a real person! It has been 12 years and I still have never spoken with real person from Nelnet, the bills still keep on coming though.
Company Response: Closed with explanation

Timely Response

2019-04-12

MI

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: A few days ago Nelnet reported a remark to the credit bureaus regarding an account that was paid in XXXX of this year. How can they remark on a closed account? First they reported incorrect information on my credit report about the payments I made and the amount of time they were supposedly late. I have proof that I made payments and that the amount I paid was more than what they listed on my credit report.
Company Response: Closed with explanation

Timely Response

2019-04-11

Took or threatened to take negative or legal action

Debt collection: Private student loan debt

Threatened or suggested your credit would be damaged
Company Response: Closed with explanation

Timely Response

2019-04-11

Main Office, VA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2019-04-11

MN

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I went to the Minnesota XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX program. I enrolled inXX/XX/XXXX with the goals of becoming a probation officer. This school got shut down for fraud in XX/XX/XXXX, only 4 months from when I was to graduate with my XXXX. With this closure, students back to XX/XX/XXXX are being hurt. Since, I have student loans through two different companies, one of which I am referring to here. After my school closed for fraud, I had been in contact with my loan companies. I have two, a federal and private loan. I am referring to the federal loan here, which I am currently on a postponed payment status with, only until XX/XX/XXXX of this year. I talked to this borrower ( Nelnet ) about what to do with my loans being I am unable to use any of my schooling, but yet required to continue paying. My response after I applied for loan forgiveness was that I do not qualify. The problem is, I qualify for all of Nelnets requirements of loan forgiveness. The school ( XXXX ) is getting away with saying I " withdrew '' from the campus, when I was actually forced to quit without a transfer option. The school canceled my program quite a while before the closure came about. Because the school is saying I " withdrew '' due to their main campus being open for some days after my campus, the loan company is saying I do not qualify due to this statement. The fact is that I was forced to quit because the whole XXXX program of XXXX was canceled and the only " articulation agreement '' with another school was not what it was said out to be. Therefore I had no transfer option, even to a different campus. On top of all this, what I originally went to school for was never a valid program to begin with. I can not even use my general classes in future schooling due to it being a complete fraudulent program. I am writing in last attempts. I testified in front of the Minnesota house today on this subject, as a result was told to contact this reference. Im XXXX, was supposed to graduate with a XXXX in XXXX XXXX around 2 years ago. Instead, I am {$50000.00} in debt with a credit score that dropped over 300 points and there is nothing I can do about it. I am working in a XXXX and XXXX XXXX. Not only am I trying to pay my regular life bills, I am trying to pay on something I have no choice about when I can not use any of the time spent in school. Even had I graduated, I would have never been able to use my degree due to it being a fraudulent program. I am not sure who else to go to after this. Please, Please help.
Company Response: Closed with explanation

Untimely Response

2019-04-10

Louisville, KY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2019-04-10

Bridgeport, CT

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2019-04-10

Main Office, VA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response