NELNET, INC.

2018-12-05

Dallas, TX

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-12-05

Leesburg, GA

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

2018-12-04

East Millstone, NJ

Incorrect information on your report

Student loan: Federal student loan servicing

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-12-04

Baltimore, 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

2018-12-04

Whipple, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have about 45,000. in plus loans with Nelnet . I recently completed chapter XXXX bankruptcy so I have not been able to access my Nelnet documentation while I was in bankruptcy. My bankruptcy trustee made my loan payments and I could not view the Nelnet account online, I have been very careful to make all the payments on time because I was told I should qualify for Public Service loan forgiveness. I spoke with Nelnet and Federal Student Aid prior to starting Chapter XXXX bankruptcy due to a divorce and both parties, Nelnet and Studentloans.gov verified this. My employer has been approved I have that documentation. .Today I called Nelnet because I still can not access my account upon completion of 5 years of bankruptcy and I was told that I don't qualify because I am in the wrong repayment plan and my loans are not all consolidated. I thought my loans had been consolidated when my son finished college in XXXX. My loan balance is currently more than it was when I started the bankruptcy because my payments have only been going to interest. Had I known this I would have taken care of it before the bankruptcy payments began. The student loan payments were made out of my Chapter XXXX payment. I have spoken with several different people at this agency and at Nelnet over the past 10 years as I was planning for my loans to be cancelled. Today I was told that my 10 years would start over when I moved to the income based repayment plan and my loans are consolidated. I don't know how to proceed. At this point I have been out of bankruptcy since late XXXX and I still can not access my account which is why I called. The representative stated that the account was not cleared yet to be released to me so that I can view it. It should be another week or so. I was worried that if I miss payments my forgiveness would be voided. I have had to contact them yearly to get documentation of the interest I have paid for tax purposes. Turns out it doesn't matter anyway. I'm XXXX years old, I plan to retire one day. I have currently had and paid student loan payments most of my adult life. First for me then for my kids. Is there no justice in paying ones bills? I'm not trying to make this a sob story, I'm just so frustrated by the conflicting information that I've received. I honestly thought I had hit the 10 year point in XXXX, at that point I was told I would have to finish my bankruptsy.
Company Response: Closed with explanation

Timely Response

2018-12-03

Ridgeland, MS

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-12-03

Detroit, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I have contacted Nelnet on more than one occasion about the amount they are reporting on my credit report and trying to collect from me. The amount of over {$12000.00} is incorrect. They received to loans from XXXX XXXX XXXX loan services in XX/XX/2018. At that point I have already made payments of XXXX ( {$1600.00} to collection fees, {$270.00} to interest and {$9900.00} to principal ). Every time I call, they ( Nelnet ) states there's nothing they can do to call XXXX XXXX. I call XXXX XXXX they tell me to call NelNet. However, I did receive a detailed payment history from XXXX XXXX ( the original collection agency ). When I spoke with someone at Nelnet ( multiple times ) and told them that I had it and could send it over they ( Nelnet ) still stated to call XXXX XXXX, who told me call Nelnet again. Not only is Nelnet trying to collect an inaccurate amount but also, they are charging interest rates to an extremely higher than accurate amount This is stressful and damaging to my credit report and worthiness. I am unable to get a home loan for my family we desperately need or even a bigger vehicle since my family has double with the birth of my XXXX. I am aware the one or both companies or in violation of " The Fair Credit Reporting Act " and " The Fair Debt Collection Practices Act ". I am feeling trapped and needs help.
Company Response: Closed with explanation

Timely Response

2018-12-02

Mascotte, FL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was result of identity theft
Complaint: I dispute the validity of the debt in entirety and every portion of it. I am requesting for exact copies of the original documents that demonstrate that student loan lending and borrowing transactions did take place and the resulting debt exists.
Company Response: Closed with explanation

Timely Response

2018-11-30

Atlanta, GA

Incorrect information on your report

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

Account status incorrect
Complaint: Nelnet Continues to report my account past due. They are reporting 180+ days past due on credit causing financial stress and denials for credit for me and my family. I have on numerous occasions tried to resolve this issue with them. Now I am receiving collection calls & letters from Department of Education debt collectors. I have made over 20 calls to NELNET in the month of XXXX and continued to get the run around. I find it peculiar that in my initial complaint I submitted to CFPB for Nelnet, I did NOT include that I sent over emails and also didn't state how many email I sent. However, in XXXX XXXX ( Nelnet ) response she stated that they didn't receive the 3 emails that I did send over. In response to their request, I have sent my over documents and have received the run around from NELNET since XXXX. Once I submitted all documents as requested they continued to say that they weren't receiving them and they are having issues with their email systems saying " sometimes we don't get all the emails. '' Finally, when someone did say they received them he told me it could be MONTHS before the status changes or account reporting is corrected. He did however offer to get on a call with whomever I needed him to, to validate that my account should NOT have been placed in default with the Department of Education! Suddenly I have been receiving emails for payment from NELNET and when I call no one seems to be able to let me know why. They were telling me they don't see why I would be getting a request for a {$50.00} payment and I have been advised to " ignore ''. I would like my account reported corrected IMMEDIATLEY and reported to all credit bureaus correctly IMMEDIATELY, as this was at no fault of mine. And I believe NELNET does not want to take responsibility for their actions. Please see previous correspondences below. Previous Complaint : Nelnet continues to report my account as past due even though i am in a forbearance and have been for over a year. They are reporting 180+ days past due on credit causing financial stress and denials for credit for me and my family. Received response from Company, on XX/XX/XXXX. Dear XXXX XXXX : Thank you for your inquiry regarding your federal student loan account serviced by Nelnet. Your concern, as we understand it, is we continue to report your account as past due even though your loans are in a forbearance and have been for over a year. A review of your account shows that we did not receive your email requests for a forbearance. In order to further research your account, we request you submit a complete copy of the three emails sent to us requesting a forbearance. Please include the top header of the email with the full information, including the email address the request was sent from, the email address it was sent to, and the full time date stamp showing when the email was sent. You can forward your emails to XXXX, and please include your Nelnet account number on them. Without additional research into your account, the credit reporting on your loans is not eligible to be updated. Your loans became delinquent on three occasions when payments were not received or postponed. We contacted you by postal mail, electronic correspondence, text, and phone without resolution for the delinquency on your account. Delinquent reports were submitted to the consumer reporting agencies ( CRAs ) for each month between : XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX Your loans defaulted on XX/XX/XXXX, and were transferred to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) for servicing. XXXX can be reached at XXXX for any concerns about your loans. In accordance with the terms of your promissory note, the data furnishing requirements of the Fair Credit Reporting Act ( FCRA ), and the Consumer Data Industry Associations ( CDIA ) reporting guidelines, we must report data that is accurate and truly represents the status of the account. Because we found the reports made to the national consumer reporting agencies to be an accurate reflection of your account at the time, the reporting will not be removed or adjusted. We hope you find this information helpful. If you have questions, please visit Nelnet.com or call us at XXXX from XXXX XXXX to XXXX XXXX ( Eastern ) Monday Friday and XXXX XXXX to XXXX XXXX Saturday, or email XXXX. Sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-11-29

Boston, MA

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Complaint: My personal phone, and the personal phone of my son are being harassed by call centers that I'm assuming to be associated with Nelnet or XXXX. The person that they are calling and inquiring about is my son-in-law. I, nor do my son have any responsibility to this person 's debt, and all of the payments for any of my children 's debt that I have co-signed for are fully up to date. I don't understand how my son would be harassed by these tactics nor do I understand how they would associate him with my son in law without cross-referencing them through different accounts that we are associated with.
Company Response: Closed with explanation

Timely Response

2018-11-29

Detroit, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-11-28

Belle Center, MO

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-11-28

Riverdale, GA

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

2018-11-28

Patterson, MD

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: 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: Closed with explanation

Timely Response

2018-11-28

Fort Worth, TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: Hello, I have been trying to get my plan lowered. I initially mailed the documentation with all of the questions answered proof of income etc. Two months ago and per Nelnet I did not sign the documents. So Nelenet send me an email telling me this and sends the documents back prefilled and tells me I just need to sign and return. I did this the same day. I was under the assumption the documentation from the first round combined with the signature from the second round would be sufficient to process my request. So today I get another email from them saying now I need to answered the questions again which I have already one on two different occasions. So keep in mind I am sending this request because I can't afford the payments and each time they are telling me to wait it is ok please give them 15-20 days to respond. Keep in mind they report items after a certain time frame. One would assume that once they receive all documents it would be processed because I meet the requirements. Returned the documents twice. Now a third time and not only has this not been processed but also they have hit my credit report with a 90 day delinquency. Which in my opinion if you are sending the documents. I am complying with their requests my account should not be reported until this is resolved. So not only have you not processed my request but made my credit score take a hit and that is not fair on my end when I have complied and sent back the info.
Company Response: Closed with non-monetary relief

Timely Response

2018-11-28

Midland, TX

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: Student loans through Nelnet, being issued in chunks, each distribution is an individual loan. In my case I have 7. Payments are made as one sum which is a grand total of what's owed for each loan. If a payment of this sum is missed or late. It is reported to the credit bureaus as 7 individual hits. So because of one missed payment your credit is hit 7 times. Which means your credit scorXXXX could be dropped 80 points from one late payment. This does not seem like a proper or fair practice of reporting.
Company Response: Closed with explanation

Timely Response

2018-11-28

Nyc, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: in XX/XX/2010 i took out loans of XXXX dollars. I lost my job and dont have steady income currently. Nelnet wants tax forms I dont have. Once i get a job i will go be making on time payments. just looking for a little good will while. I get back on my feet.
Company Response: Closed with explanation

Timely Response

2018-11-28

Raymond, NH

Communication tactics

Debt collection: Federal student loan debt

You told them to stop contacting you, but they keep trying
Company Response: Closed with explanation

Timely Response

2018-11-27

Queens, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
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: Closed with explanation

Timely Response

2018-11-27

Madison, WI

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
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: Closed with explanation

Timely Response

2018-11-27

Sacramento, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
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: Closed with explanation

Timely Response

2018-11-26

Bridgeport, CT

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

Untimely Response

2018-11-26

Woodmoor, CO

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-11-26

Sherman Oaks, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2018-11-26

Plano, TX

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response