NELNET, INC.

2019-03-14

Cape Coral, FL

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-03-14

Omaha, NE

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I entered to Public Service Loan Forgiveness Program and my loans were transferred to XXXX XXXX to XXXX XXXX. I have been under an IDR plan and pay approximately 21 $ a month. In XX/XX/2018 I was re-certified. Then, some of my loans were switched to nelnet. For the last 3 months my IDR ( PAYE ) was not honored and I was charged approximately 150 $ for the last 3 months. They stated that I did not resubmit my IDR which is false. The payments were unauthorized and I would like a refund.
Company Response: Closed with explanation

Timely Response

2019-03-13

Library, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: XXXX XXXX XXXX XXXX transferred our account to Nelnet, XXXX, Nebraska in XXXX, XXXX. This complaint is about Nelnet, and includes SIX problems to be resolved Note : This loan is in good standing, with no late payments or associated penalties/fees. PROBLEM # 1 : 1. InXX/XX/XXXX, we wrote two separate checks to Nelnet ; one to cover the standard payment of {$480.00}, and another one for {$55.00} which was to be directed at XXXX percent toward principal pay down. We intend to start an aggressive pay down of this loan in XX/XX/XXXX, and the {$55.00} payment was a 'test ' payment to insure that it would be properly credited to principal. 2. Nelnet misappropriated {$46.00} of the {$55.00}, applying {$46.00} to interest rather than principal. Solution requested : Apply {$46.00} to principal pay down PROBLEM # 2 : 1. On XX/XX/XXXX, I spoke with Nelnet representative XXXX XXXX regarding the {$46.00} misallocation of payment in XXXX. During our phone conversation, XXXX assured us that she had added clarifying notes to our " permanent record '', stating that any future monies paid in excess of the daily interest rate in effect during the XXXX XXXX day billing period would be applied 100 percent to principal balance pay down. XXXX XXXX suggested that this had not happened in XXXX because the clarifying note was not displayed in our " permanent record ''. This did not happen two weeks after our discussion with XXXX, following our XX/XX/XXXX payment of {$540.00}. 2. From the XXXX XXXX payment, Nelnet again misallocated money from principal ; {$69.00} that should have been credited to principal pay down was instead applied to interest. Solution : Nelnet to credit {$69.00} to principal rather than interest. PROBLEM 3 : Nelnet has refused to acknowledge or reply to our original email communications of XX/XX/XXXX, regarding Problems 1 and 2 mentioned above. Solution : Nelnet to reply to those particular concerns, without sending a boilerplate reply. PROBLEM 4 : Nelnet is quick to acknowledge and reply to our XX/XX/XXXX request for payoff quote. Nelnet replied on XX/XX/XXXX with the payoff amount, but did not answer our questions about the process for making the payment : We asked : do we issue two checks - one for principal, one for interest? We asked : should the payments be made by cashier 's check? To where should the checks be mailed? Solution : Nelnet to answer our questions about the process for making the payment. PROBLEM 5 : As of XX/XX/XXXX, Nelnet has refused to acknowledge or reply to our XX/XX/XXXX re-send of the XX/XX/XXXX email, mentioned in Problem 3, above. Solution : Nelnet is to explain why they are not honoring their own clarifying notes, supposedly added to our " permanent record '' by their XXXX XXXX in early XXXX XXXX in which all payments, beyond daily interest rate calculated during their billing period - should be credited to principal paydown. PROBLEM 6 : Nelnet is misallocating our money intended for principal pay down, and preventing us from accelerating the pay off this loan. As explained to us by XXXX XXXX, ours is not a simple interest loan : the interest will continue to be charged as long as there is a balance on the account. Solution : Nelnet to provide specific instructions on how to make accelerated payments against the principal of the account : a. what to write on the check to guarantee it to 100 percent principal pay down b. how to write the check - as a cashier 's check? one for principal? one for interest? c. where to mail the check. Some lenders actually have a separate mailing address for principal payments.
Company Response: Closed with explanation

Timely Response

2019-03-13

IN

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: On XX/XX/2019 I received a letter from Nelnet as response to a forbearance request that I made saying my loan was in forbearance. On XX/XX/2019 they withdrew {$120.00} from a bank account not associated with the loan I placed in forbearance. All of my other loans were on auto-pay for several years, but I never placed my new loan in auto-pay because I intended to pay for it with a different account. The money was not authorized to come out of the other account, but they took it anyway. When I called on XX/XX/2019, they told me that I could not get a refund for the money they withdrew without my permission or the permission of the account holder, and that my loan does not qualify for forbearance or repayment options. This account has already caused me problems because my grace period was taken away and I am in a situation where I'm being charged {$120.00} per month on this loan. I make {$350.00} every two weeks. I'm already starving myself to make ends meet. I can't afford this high of a bill, but I have no alternative except to pay because the department of education sent {$300.00} more than they were supposed to and if I pay that money back to get the grace period that I was guaranteed in my promissory note, then I won't be able to pay my mortgage.
Company Response: Closed with explanation

Timely Response

2019-03-13

IN

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Complaint: On XX/XX/2019 I received a letter from Nelnet as response to a forbearance request that I made saying my loan was in forbearance. On XX/XX/2019 they withdrew {$120.00} from a bank account not associated with the loan I placed in forbearance. All of my other loans were on auto-pay for several years, but I never placed my new loan in auto-pay because I intended to pay for it with a different account. The money was not authorized to come out of the other account, but they took it anyway. When I called on XX/XX/2019, they told me that I could not get a refund for the money they withdrew without my permission or the permission of the account holder, and that my loan does not qualify for forbearance or repayment options. This account has already caused me problems because my grace period was taken away and I am in a situation where I'm being charged {$120.00} per month on this loan. I make {$350.00} every two weeks. I'm already starving myself to make ends meet. I can't afford this high of a bill, but I have no alternative except to pay because the department of education sent {$300.00} more than they were supposed to and if I pay that money back to get the grace period that I was guaranteed in my promissory note, then I won't be able to pay my mortgage.
Company Response: Closed with explanation

Timely Response

2019-03-13

Omaha, NE

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

2019-03-13

Lansing, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about your loan
Complaint: I was called from a number XXXX by an XXXX XXXX claiming to be able to help me with loan forgiveness. I called back and was speaking with a different woman ( she said her direct line was XXXX ) and asked me questions to get into my FAS ID account. I wasn't able to catch it until later, but she reset my password while asking me questions to " verify '' my information. I am unsure now about what of my information is stolen or what they found out. I have since reset my password. They wanted 4 or 5 months of {$170.00} to be entered into the loan forgiveness program and I am not entirely sure this is legit or legal. I wanted someone to be aware of this if it is a scam.
Company Response: Closed with explanation

Timely Response

2019-03-12

Glenn Heights, TX

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

2019-03-12

Rancho Cordova, CA

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2019-03-12

Arlington, VA

Struggling to repay your loan

Student loan: Private student loan

Can't temporarily delay making payments
Company Response: Closed with explanation

Timely Response

2019-03-12

San Francisco, CA

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

2019-03-11

Rockville, MD

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-03-11

PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I requested a discharge due to my XXXX. I was informed of what papers i needed to send them from the SSA to receive a determination. I received the papers and emailed them in XX/XX/XXXX. I also mailed them. I received a email saying they received them. In XX/XX/XXXX i get a notice that they needed the papers from SSA. I called and the customer service agent was very rude. Saying i had to send in the papers, would not let me explain that i sent them. So i emailed them again. I received a notice that they received them. I also sent copies by mail and sent them by certified mail. I have the receipt signed. Today i get a notice saying my request was denied bcz they never received the papers. What do i do?
Company Response: Closed with explanation

Timely Response

2019-03-11

Los Indios, TX

Incorrect information on your report

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

Account information incorrect
Complaint: I have requested an investigation be completed by XXXX, XXXX, and XXXX to request the data furnisher of my student loans, Nelnet Inc. report my payment history on both my accounts accurately. The dispute came back as verified, however clearly the reports are inaccurate. On XX/XX/XXXX, I reviewed my credit reports provided by XXXX XXXX. I found the following errors : The XXXX and XXXX payment history on both accounts show XX/XX/XXXX as OK, then the next month on XX/XX/XXXX the payment history shows 90 days late, ion XX/XX/XXXX shows 120 days late, XX/XX/XXXX shows 120 days late, XX/XX/XXXX shows 120 days late, XXXX shows 120 days late. The payment history is clearly inaccurate. How can I be OK one month and the next month on XX/XX/XXXX be 90 days late. Please correct immediately. According to the Fair Credit Reporting Act all reported accounts must be 100 percent complete, verifyable, timely, compliant, and accurate. The XXXX payment history on both accounts show OK in XX/XX/XXXX, and the very next month in XX/XX/XXXX as ninety days late. This is physically impossible, and clearly inaccurate. The next month in XX/XX/XXXX the payment history changed to 120 days late, the in XXXX it shows 150 days late, then in XXXX 180 days late, then in XXXX of XXXX 180 days late. According to the Fair Credit Reporting Act all reported accounts must be 100 percent complete, verifyable, timely, compliant, and accurate. According to the FCRA, the data furnisher is subject to fines and penalties if the information is not verified accurately, timely, and within compliance.
Company Response: Closed with explanation

Timely Response

2019-03-10

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

2019-03-09

Tampa, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: There is no option on the website for when I make an over-payment to have it not advance the due date. So every time I try to apply the payment to the principle it goes toward the next months amount owed. I have called several times now. The last time i called they forced me out of auto debit stating that they could fix it if I was not auto debited. It has been 13 days since then and nothing has been fixed. I owe more money in intrest now that im out of auto debit and they have still not fixed the issue.
Company Response: Closed with explanation

Timely Response

2019-03-08

New Orleans, LA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I was diagnosed with XXXX on XX/XX/2017. I signed up for auto payments through Nelnet thinking that would take one thing off of my plate to think about during my XXXX treatments. Now that I have completed my active treatment, I am looking at my statements and even though I have been paying roughly {$330.00} each month, my loans have not changed at all. What it looks like happened is that Nelnet chose where to allot my payments so that my highest interest rate was receiving smaller payments than my lower interest rate loan. And it changed monthly which makes it so that I will stay in debt forever paying off the interest. When I call to speak with Nelnet customer service, they essentially say that this is the way it is set up. Then, the representative describes the % .25 discount that I am getting with XXXX. The company more than makes that up with the strategic placement of my monthly payments. And on top of all this, they are still making {$4.00} on me daily. And that number grows based off what my interest balance is. They are constantly making money off of people who think they are trying to pay back their loans. This is so disturbing that a company takes advantage of people in this way. I have gone through XXXX fighting XXXX and paying off doctor bills because of that. And now I have paid {$8000.00} towards my loans over the past 2 years and my loans have not been affected. That's literally the cost of life or death. The cost of XXXX XXXX. How is this legal?
Company Response: Closed with explanation

Timely Response

2019-03-08

Bedford, TX

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

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

Problem with personal statement of dispute
Complaint: In XX/XX/XXXX, the 3 credit agencies show that Nelnet reported a 90 late payment which was affecting my credit score. However, on my credit reports for XX/XX/XXXX through XX/XX/XXXX, Nelnet had reported okay for no late payments, but in XX/XX/XXXX it has 90 listed. If I was okay for XX/XX/XXXX through XX/XX/XXXX, then how could there by a 90 listed in " only '' XX/XX/XXXX? I had previously discussed with Nelnet by telephone and they assured me that it would be removed if I applied for the forebearance they would retract it. Nelnet received my forbearance request on XX/XX/XXXX per verification I received via email by Nelnet MMA Administration. I was unaware that it was not fixed back then until I applied for a mortgage loan recently and it showed up on my credit. I spoke to XXXX with Nelnet on XX/XX/XXXX and he advised that I send Nelnet an email stating the above and attach documents and this would help my situation to have it removed " again ''. I attached the proof of what Nelnet had posted on my credit report, and the derogatory summary that was listed on my credit report. XXXX XXXX with Nelnet sent an email stating that it was resolved and it was accurate and valid less then 24 hours, which tells me they didn't even take the time to review. They also mentioned they did not do a goodwill credit adjustments. On XX/XX/XXXX, I contacted the Ombudsman for Nelnet to look into this since Nelnet customer service for had not been any help. I had been dealing with XXXX XXXX with Nelnet but somehow I was never able to speak to her. Everytime she called me, somehow it never came through, so that I could speak to her. When I received the email stating that XXXX XXXX called me but she was unable to reach me, I responded by email to keep a paper trail. I did call her back and kept getting customer service because XXXX XXXX was unavailable. I did speak to XXXX with Nelnet and she was the only one that tried to assist me. XXXX stated that it would be removed because of the bankruptcy and that they should not have been collecting from me in the first place, so I assumed " again '' that it was done. I sent the information about my husband and I filing a Ch. XXXX bankruptcy on XX/XX/XXXX and at the time of the filing copies were mailed to Nelnet. At the time of the filing, I was in constant contact with Nelnet giving them information to keep them well informed of what was happening. Throughout this process of the bankruptcy, we converted to a Chapter XXXX on XX/XX/XXXX and Nelnet was also notified by the court and myself. On XX/XX/XXXX, I received a call from XXXX with Nelnet stating that the " Claim 's department '' said they were still not going to remove the late posting from the credit agencies because it stands and there was no reason to move it. /I asked XXXX to file a complaint with Nelnet . On XX/XX/XXXX, I received an email from XXXX XXXX that they were going to close my case because basically none of the information I provided was good. She never called me back to discuss and nothing was removed from my credit. If the others were in forebearance, this one should be there as well. My son was attending XXXX XXXX University, then that same year attended XXXX in XX/XX/XXXX in which Nelnet was also aware of because they had the paperwork in hand. XXXX closed and so now Nelnet is unable to verify my son 's attendance at the school, which is not an excuse for them not to remove the 90 day late pay. I have provided all verification to Nelnet and I have done nothing wrong but always keep them informed of my finances. I have multiple loans with Nelnet and they flagged the others in forebearance except this one that was left out by mistake and now I am suffering credit wise because of Nelnet. I applied for a mortgage loan and do not qualify for it because of this one credit issue that has declined my credit score. All they have to do is remove it and I am assuming they will not because then it will admit to their mistake. This is why I am filing this complaint against Nelnet and all I am asking is for them to remove the late posting to the 3 credit agencies.
Company Response: Closed with explanation

Timely Response

2019-03-08

OH

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: Today, XX/XX/ 2019 I was notified that my credit scores had dropped significantly. I found on my report 3 of the same loan, just in different amounts, from nelnet on my credit report as missed payments for 90 days. My school loans are all deferred and should NOT be on my credit report at all and should not show up as three different occurances, which lowered my score even more. If my school loans are deferred, they should not be on my credit report at all and not on three separate statements. I re-submitted all of my information through nelnet to show my school loans as current but they stated they cant take the marks off my credit report!!! They need to be taken off since they should not have been on there to begin with!
Company Response: Closed with explanation

Timely Response

2019-03-07

Dellslow, WV

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Step 1 : What is this complaint about? In XX/XX/XXXX I contacted a company advertising Student Loan Forgiveness related to my School " XXXX XXXX XXXX XXXX XXXX XXXX XXXX, as well as my financial institution that provided my loan " XXXX ''. The contract agreement that was sign between XXXX XXXX XXXX and myself ( XXXX XXXX ) that depicted my XXXX loan, and multiple phone conversations all discussed my XXXX loan. I was informed that I qualified for dept forgivness due to my current family size and income. It was a 1 year contract with a {$190.00} fee upfront and a $ XXXX/month maintenance fee for 1 fiscal year, at which point my remaining balance would be forgiven as agreement of contract. In XXXX of XXXX I found out that the loan that was purchased was my other student loan through XXXX. I found out that the loan was consolidated, which wasn't discussed with me at any point. Nelnet is the company that currently holds the loan. I spoke with Nelnet about the situation. I was adivised by there fraud dept. to submit a fraudulent complaint about what had occured. XXXX ( the rep. that I spoke with ) stated that she would provide detailed information as to how to proceed with filing a complaint. No information was sent to me. I have made several attempts to contact the Dept. of Education, as well as left several voicemails. No return call as of yet. The DOE was ( whom to my knowledge of finding out ) the company that consolidated the loan for Nelnet. At NO point did I consent to this!!! I called and spoke with XXXX, the rep. XXXX advise that I call your department to file a complaint about the situation. He felt and I feel that this was done illegally by a third party company, and was not done so lawfully. I am still making attempts to get in contact with XXXX XXXX XXXX. I have called, text, emailed numerous times without any response ... I am still reaching out to all affiliates involved in the matter to learn as much as i can to get this situation fixed. Step 2 : What type of problem are you having? My other student loan was consolidated without my knowledge. Step 3 : What happened? Described above. Step 4 : What company is this complaint about? XXXX XXXX XXXX, Nelnet, Dept. of Education. XXXX XXXX XXXX XXXX this is the login portal page for the company. Step 5 : Who are the people involved? XXXX XXXX XXXX, XXXX XXXX XXXX, Nelnet, Dept. of Education, and myself. I have also reported these action to XXXX, I will be contact XXXX as well to disputer this.
Company Response: Closed with explanation

Timely Response

2019-03-07

Clarksfield, OH

Took or threatened to take negative or legal action

Debt collection: Federal student loan debt

Seized or attempted to seize your property
Company Response: Closed with explanation

Timely Response

2019-03-07

Wheaton, IL

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

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

Difficulty submitting a dispute or getting information about a dispute over the phone
Company Response: Closed with explanation

Timely Response

2019-03-06

Dallas, TX

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was result of identity theft
Complaint: I asked to Nelnet/U.S Department of Education to provide proof that I consented to student loan debt and explain their reporting of information to credit bureaus and prove that they are in fact valid debt collectors in accordance to 1692 law definitions. I have repeatedly contact them ( Cease and desist letter on XX/XX/2019 and another letter of information request on XX/XX/2019 ).
Company Response: Closed with explanation

Timely Response

2019-03-06

Rancho Cordova, CA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2019-03-06

OH

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: To Whom It May Concern, The premise of my ongoing complaint with XXXX XXXX ( a.k.a., XXXX, Lender, and/or they ) is that I, XXXX XXXX XXXX, XXXX, am not, nor have ever been, the borrower on the Loan To Learn ( see attached Combined Consolidated Application and Promissory Note ), though they contend, otherwise, without any supporting documentation or legal basis. In response, I demand that XXXX acknowledge ( in writing ) my status on this loan as the Student only, that I do not hold any title as a Borrower, and that Im not financially or legally responsible for the repayment of this note. The attached Promissory Note is difficult to read, but is the only copy ( seen to date ) that exists, unless another, clearer, copy can be produced ( which has been requested from the Lender, but has not, yet, been fulfilled ). From it, the following can be extracted : Block # 1 STUDENT section, where all my information is stated. NOTE : No financial or employer information is requested or contained in this block, thus proving my status, and point Block # 2 APPLICANT ( i.e., primary Borrower ) section. My father, XXXX XXXX XXXX, XXXX, completed this section, which included all of his employer and salary details. Block # 3 APPLICANT ( i.e., co-Borrower ) section. My mother, XXXX XXXX, completed this section, which included her employer and income details Initials In the lower left portion of the Note, just below the last information box, are clearly only two ( 2 ) sets of initials, representing both Applicants ( Borrowers ). These are the initials of my parents, XXXX and XXXX XXXX Signature Block The most discernable part of the Promissory Note, which most strongly supports my case, is my fathers signature as Applicant # 1, my mothers signature for Applicant # 2, and my signature on the Student line.
Company Response: Closed with explanation

Timely Response