NELNET, INC.
Consumer Complaints
There are over 3518 complaints on file for NELNET, INC.. Dated between 2019-12-10 and 2012-03-07.
Complaints Page 52
2018-07-09
MI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: I have several complaints. The first being I was told I could forebear my loans during my husbands XXXX. When the loans came due they DOUBLED In price. I now owe more than {$98000.00} and only took out {$42000.00}.
Second, I have been paying for years in an approved program to have my loans forgiven ( as both my husband and I work in public service ) to talk to them recently and be told I wasn't in the RIGHT program for forgiveness!!
We pay almost {$1000.00} a month in payments and our loan is growing still. We have a XXXX XXXX XXXX about to go to college and still are paying on ours-and have been for 10 years.
Company Response: Closed with explanation
2018-07-09
Chicago, IL
Written notification about debt
Debt collection: Federal student loan debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2018-07-08
Dallas, TX
Dealing with your lender or servicer
Student loan: Private student loan
Don't agree with the fees charged
Complaint: My student loan was purchased by XXXX from XXXX. Without telling me, they changed my auto debit minimum payment due to more than triple the amount I had been payint, from {$310.00} to {$1000.00}.
Company Response: Closed with explanation
2018-07-08
Buck, PA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: In XX/XX/2018, Nelnet changed their policies regarding how payments are applied. They now apply 100 % of every payment to the Group ( A ) with the highest balance. This means Group B never has a payment posted to it. I have to call every month and ask that they reapply the payment to both Groups A and B. I have submitted six complaints to Nelnet. Their initial reply was in XX/XX/2018 in the form of email and hard copy letter promising to apply my payment to both Groups. Leaving Group B 'unpaid ' results in interest accruing at amounts higher than the monthly payment plus interest accruing on top of interest ; thereby, making it nearly impossible to pay off the balance at a later date. Also, Nelnet automatically places 'unpaid ' debt into deferment or forbearance without approval from the borrower. They've done this to me in the past when misapplying another payment. I last spoke with Nelnet in the beginning of XX/XX/2018and the man on the phone denied everything. He denied that Nelnet places loans into auto deferment and forbearance. Then he said that the special instructions regarding payment application on my account was not noted properly and it takes them two weeks to manually adjust my account. This phone call was 30 days ago and I'm still waiting for them to re-apply the payment correctly.
Company Response: Closed with explanation
2018-07-08
Dallas, TX
Dealing with your lender or servicer
Student loan: Private student loan
Trouble with how payments are being handled
Complaint: My loan was purchased by XXXX, the operational division of Nelnet. My payment was previously {$310.00}. They more than tripled it and put it on auto debit without my permission.
Company Response: Closed with explanation
2018-07-07
Jersey City, NJ
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-07-06
SC
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Complaint: On or about XX/XX/2017 received bill from XXXX the amount was {$410.00}, then XX/XX/2017 the bill was $ XXXX.I was told by the representative for XXXX my bill was paid up for XX/XX/XXXX. and XX/XX/XXXX,. but in XX/XX/XXXX I received a statement on .XX/XX/2017 that I owed {$50.00}. Paid the {$50.00}. Same acct numbers.INCONSISTENCY with the amounts with XXXX.On XX/XX/2017 I received a bill for $ XXXX.On XX/XX/2017 received a bill for $ XXXX.In XX/XX/2017 I received a bill for {$340.00}. This has been going on for a year. This acct. was transferred from XXXX XXXX XXXX XXXX and none of these Inconsistencies. Since XXXX took over the accts I have seen different amounts every month.Every month my husband have to talk with the representative giving them the ok to speak with me giving authorization to XXXX. I have sent two copies of release of authorization forms for me to handle our son 's acct. We have repeatly asked for an audut for our sons acct. and have not received anything.With XXXX you never know from month to month what your payments will be. The flunctations of payments and the reason for such fluctations.We are suppose to be paying the interest on our son 's loans but each and every month different amounts. Exaggerate payments from month to month even when you are not delinquent with no reduction in balance because of incompetent representatives.
Company Response: Closed with explanation
2018-07-06
August F. Haw, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-07-06
Laurel, NY
Attempts to collect debt not owed
Debt collection: Federal student loan debt
Debt was result of identity theft
Complaint: I have been a victim of identity theft.
Company Response: Closed with explanation
2018-07-06
Indianapolis, IN
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I have been paying XXXX XXXX XXXX dollars a month since XX/XX/XXXX ( XXXX for the first payment ) .The payments get taken out of my account by XXXX XXXX on the XX/XX/XXXXof each month. I have been worried where the money was going since nothing has changed with my loan status. Also, I had been deferred until XX/XX/XXXX. I called XXXX XXXX on XX/XX/XXXX because the payment was taken out early. They told be not to worry because sometimes it happens with processing over weekends. I also asked what exactly my payments were going for. The lady told me the payments do not pay on my loan, but they are consolidation payments to be able to have my loans forgiven. I ended up being satisfied with that answer and haven't worried about the payments since. Now I get a letter on XX/XX/XXXX that was dated XX/XX/XXXX that the Federal Trade Commission has filed a lawsuit against XXXX XXXX for deceptive practices. I need to know if I cancel with them, do I get a full refund?
Company Response: Closed with explanation
2018-07-05
Barnes, IL
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Company Response: Closed with explanation
2018-07-05
Woodland, WA
Problem with a credit reporting company's investigation into an existing problem
Student loan: Federal student loan servicing
Problem with personal statement of dispute
Complaint: There was no completion to the complaint or investigation into a resolution. I have called every week for 90 days and sent 2 letters certified mail. The lender came back with a response to the issuance of the loan being given to me in an inept state. The XXXX XXXX XXXX XXXX has stated that an individual who doesnt complete high school or the equivalent is not prepared for the task of understanding the debt that will accrue in college. Their response to me filing paperwork supporting this happened was that I stated on my forms applying for the loan i checked a box stating I had graduate high school or its equivalent. I checked the box without understanding that a high school graduate even needed a diploma. Not only did I not graduate high school I only went to a year and a half of school my entire life through XXXX.
Company Response: Closed with explanation
2018-07-05
Harsens Is, MI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: The interest rate on my Nelnet-serviced loan recently increased by nearly 3/4 of a point. I received no notification of this change, and was directed to the servicer 's current rates page ( https : //www.nelnet.com/cXXXX ). My loan rate on this page reflected a lower rate.
I was then told to look into the rate with Congress as they set the rate. A website I was given indicated that changes in my rate should be discussed with the loan servicer due to the age of the loan ( https : //studentaid.ed.gov/sXXXX ).
I was told that a mass email about the rate change was not sent to my account or email address, and that there was no way to have it re-sent.
Several requests for third-party confirmation of the rate were denied.
At every turn, Nelnet has engaged in practices designed to maximize interest payments, so my skepticism with this unproveable rate should not be cast aside.
Nelnet should be required to notify customers when their rates are nearing a change, and provide third-party proof that the rates being charged are accurate as per decisions by Congress to increase them. Further, they should be required to maintain accurate information within their website with regard to the rates they are charging on billions of dollars worth of loans.
These practices would not be acceptable in any industry outside of student loans, and should not be acceptable in these instances either.
Company Response: Closed with explanation
2018-07-05
Santa Rsa Bch, FL
Unable to get your credit report or credit score
Student loan: Federal student loan servicing
Other problem getting your report or credit score
Complaint: There two reporting negative from Nelnet which is incorrect. ALL of my student loans are deferred and All consolidated through the US DEPARTMENT OF EDUCATION. I do not owe nelnet they were bought out by the department of education
Company Response: Closed with explanation
2018-07-05
Center Moreland, PA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2018-07-04
Hawthorne, CA
Communication tactics
Debt collection: Other debt
Frequent or repeated calls
Company Response: Closed with explanation
2018-07-04
Gloucester City, NJ
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I recently applied for a mortgage and was devastated when i saw that my student loans had reported a 90 day late payment in XXXX of 2018. I couldnt believe it and the damage it did to my score was tremendous. It is not possible to go from paying as agreed in XXXX to 90 days late in XXXX. This is a HUGE error and needs to be Immediately removed from my credit reports or i will have my consumer protection attorney file a lawsuit.
Company Response: Closed with explanation
2018-07-04
Old Round Rock, 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
Their investigation did not fix an error on your report
Company Response: Closed with explanation
2018-07-03
Sacramento, CA
Dealing with your lender or servicer
Student loan: Private student loan
Trouble with how payments are being handled
Company Response: Closed with explanation
2018-07-03
Dellslow, WV
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: Over the last few months I have had a very difficult time in dealing with my student loan financer- Nelnet .
I currently have a student loan balance of XXXX and am on a PAYE repayment plan with a loan recertification date of XX/XX/XXXX.
Submitting my loan recertification paperwork is very important to do in a timely manner. Due to the importance of timely recertification I submitted my recertification application and proof of income on XX/XX/XXXX, XXXX prior to completing my taxes. My husband and I were not yet sure if we were going to file together or separately. I submitted the required income documentation and paperwork stating that we were filing together which of course results in a higher loan payment but my priority at that time was recertifying my loan on time to avoid interest capitalization and I would deal with changing the loan payment later if our filing status changed.
On XX/XX/XXXX, I called Nelnet to explain that I would like to change my filing status to filing separately because that is how we ended up filing. Nelnet sent me a prefilled out form upon my request so that I could resubmit my paperwork since my husband and I had ended up deciding to file separately. NOTE : I was instructed PER ONE OF THEIR EMPLOYESS that this was the correct way to submit this documentation and the application was actually PREFILLED BY ONE OF THEIR EMPLOYEES. I am attaching the prefilled application.
I received a letter XX/XX/XXXX stating that my loan payment would be {$1100.00}. Nothing was wrong at this time as that is the appropriate payment for if my husband and I filed together. I called Nelnet on XX/XX/XXXX to let them know I ended up filing separately and would be resubmitting the paperwork needed for filing separately.
I submitted the required documentation on XX/XX/XXXX via fax which included the prefilled PAYE recertification paperwork stating that we had filed separately. I included a self-certified letter of my income as well as a copy of my husbands tax return which stated that we filed separately. Although not necessary I even submitted my paystubs to ensure they would have everything they could need to recalculate my payment.
XX/XX/XXXX XXXX pm called Nelnet because I got an email that said action was needed. I Spoke to XXXX she said no further action needed and I would not be overdue for re certification, they have all papers needed. I I was led to believe that I had now submitted everything properly to have my loan recalculated in time for the XX/XX/XXXX payment which was when the new payment was to start.
XX/XX/XXXX: - I called Nelnet to follow up and make sure the paperwork was in and that my loan payment had been recalculated to the correct amount ( the amount it should be based on my income and filing separately since all paperwork was in ). The woman I spoke to REPEATEDLY assured me everything was in, it looked good and my loan payment would be about {$410.00}. I told her this sounded incorrect as that was my current payment and due to an increase in my income I should be going up by about a couple hundred dollars. She again assured me everything was good and not to worry.
Since I had been told several times everything was in order and I was very busy with work, caring for my sick mother, and XXXX XXXX obligations, I did not call daily and check my loan status daily as I dont feel that should be necessary.
XX/XX/XXXX : I received an email stating my loan payment would be {$1100.00}. I called Nelnet and told them this was incorrect as my husband and I had ended up filing separately and I had resubmitted the paperwork as I was instructed to to recalculate based on filing separately. The man I spoke with said it looks like the problem was that on the previous application the box for recertification not recalculation had been checked ( NOTE THIS IS THE BOX THAT WAS PREFILLED OUT BY THEIR EMPLOYEE WHO SAID THAT WAS THE CORRECT ONE ). He said just correct that and it would be no big deal, recalculations are done quickly and it may even be done prior to the XX/XX/XXXX payment. He also told me that I DID NOT need to send in my husbands tax information since we filed separately.
When refilling out the paperwork I felt concerned based on the wording that I DID need to send my husbands information so I called Nelnet to check. The person I spoke with said YES, it will not be used in the calculation but it needs to be sent. Somewhere in this conversation it came up that my interest on my loan may capitalize if I submit a payment RECALCULATION request. I said that sounded wrong to me it is not one of the reasons interest capitalized on the PAYE plan and that I have a right to have my payment recalculated to the proper amount without penalty.
I was put through to someone higher who said she just didnt know for sure if my interest would capitalize or not if my payment was recalculated so basically I would just have to wait and see after submitting my request. I said that was unacceptable when I have a nearly {$300000.00} loan and those are not thing I can just wait and see about as it would greatly affect my loan and my finances and future. She put me on hold and checked with someone and came back and said I was correct and a recalculation would definitely NOT cause any interest to capitalize.
I resent all of the paperwork that day, XX/XX/XXXX via email.
I heard nothing so assumed everything was good and thought there was a chance my new payment would be recalculated by XX/XX/XXXX but if not, definitely by XX/XX/XXXX and I was ok with making one month of the higher payment.
As my XX/XX/XXXX payment date approached I had received nothing about a new payment so I called to check in on everything. I was first told that the reason it was wrong was that I was supposed to check the box in the application that said I am married but do not have access to my husbands income information. I said no, that would be lying on a federal form, I check the married box and then later check a box that says we file our taxes separately. She said oh yea, you are right. Then she said the problem was that I had submitted my husbands pre amended taxes that said we filed separately. I took ownership for that mistake and said I would resubmit everything including the correct taxes On this same phone call I asked about the recalculation and interest capitalization because I did not feel confident with the answer previously. This woman then said also your whole loan is to recertify in 2 days so ALL of your interest is going to capitalize. I was nearly in tears at this point and said my account says its due XX/XX/XXXX. She said thats not what she was seeing there and I asked to speak to higher management.
She put me through and that woman said it was ok my loan was ot recertify XX/XX/XXXX. She said she just couldnt say for sure however if my interest would capitalize if my loan payment was recalculated.
I submitted all of the correct paperwork ( at least what I was told was correct ) at that time and told the woman I felt very disappointed in the different information I get every time I speak to someone at Nelnet.
Today, XX/XX/XXXX, I called to check in on the resent information. At first I was told it was wrong because it was turbo tax which was not accepted but then he said actually what I sent was ok.
He then told me that just so I am aware, this would unlikely be recalculated by the XX/XX/XXXX payment. When I was previously told it would be done if I had information in a month early. This would mean another month of making a higher payment that I should based on my income and filing status.
Each time I talk to these people I am told completely different information, some of it causing EXTREME distress- such as saying that my loan is to recertify in 2 days and all of my interest will capitalize when in reality it is not due for another 10 months. Also, going back and forth on telling my that by reCALCULATING my payment to the correct one my interest would capitalize. I have spoken to several upper management who apologize yet do nothing.
I would like my loan recalculating prior to the XX/XX/XXXX payment if possible. This is not and should not be a complicated process and I have spent countless hours trying to deal with a company that truly seems like they have no idea what they are doing and has no appreciation for what it means to have student loan numbers of this magnitude and how small mistakes can contribute to great amount of money in the life on my loan.
I have tried very hard to get the correct information to them in a timely manner but it is not possible when I am consistently told incorrect information. I have been severely mislead several times leading to making 2 months of higher payments than I should be. I feel they have no consequences for providing poor and incorrect information and I, the consumer have to pay the consequences.
These are emails I sent to myself when I realized I should start documenting my conversations with them. Im sorry they are not great, I will from here on out be keeping detailed records of all conversations.
XX/XX/XXXX : spoke to man that said my loan was not recalculated yet because i sent in my husbands tax information which is not needed because we filed separately. I asked to speak to a supervisor. I got on line with __________ she said the problem is that i filled out my application wrong and said I put that I filed jointly. I pulled up my application which is checked that I filed separately from my spouse.She said no you needed to check the bx that says you are married but can not access spouse info. I said that would be lying and I checked the box that said " married ''. She said, oh yea, actually that is ok but the problem is your tax return says you filed together. I agreed that was wrong and said I will send in the correct one.
Then she said my loan re certification date is in 2 days and my interest would capitalize. I said no my recert date is XXXX and i need to talk to a supervisor. I talked to XXXX who said she can not promise my interest would not capitalize with a repayment. I would need to speak with the department of education and that the other person was wrong and my recertification is XX/XX/XXXX, as I said.
XX/XX/XXXX : I talked to someone and he said the reason my payment is high is it was calculated off of my original recert which said filing together so the following paperwork I sent was ignored because it should have been filed as recalculation paperwork. I was told at this time I do not need to submit my spouse 's tax returns Spoke to XXXX Called back to confirm I Do not need to send marks tax returns because the paperwork makes it seem like I do even thought it would be used. The man I checked with said he would check on it and if I don't get paperwork in by XX/XX/XXXX my interest would capitalize. I said my re certification date was XX/XX/XXXX, and I was told by numerous people at nelnet over the last month that my paperwork was complete and in on time and re-certification was ok.
I was put on hold while he followed up on this. He came back and said to send in my spouse 's income. And become I am applying for a lower payment my interested may capitalize. I asked to speak to someone about this.
Transfered.
I recorded this part of the call I have an audio recording that is too large to upload but I can find a way to so do if needed.
XX/XX/XXXX : Talked to lady at XXXX who repeatedly confirmed I am up to date they have everything tHey need and it looks like my payment will be about XXXX. I told her that is my current payment and I thought It should Be going up. I confirmed again all paperwork needed is in and account was up to date and there are no issues XX/XX/XXXX : XXXX pm called nelnet because i got an email that said action was needed. Spoke to XXXX she said no further action needed and I would not be overdue for re certification, they have all papers needed.
Company Response: Closed with explanation
2018-07-03
Chestertown, MD
Dealing with your lender or servicer
Student loan: Private student loan
Received bad information about your loan
Company Response: Closed with explanation
2018-07-02
DC
Dealing with your lender or servicer
Student loan: Private student loan
Trouble with how payments are being handled
Complaint: In early XX/XX/XXXX I was informed by my student loans servicer, XXXX XXXX XXXX XXXX Wisconsin that they would no longer be servicing my loans and that Nelnet would assume the servicing of my loans as of XX/XX/2018. XXXX XXXX advised me that if I wanted to make additional payments on my loans I could still make it to them up to XX/XX/XXXX. I asked XXXX XXXX if I could pay off the smaller of my two loans in the total {$2700.00} and they advised me I could ; and that pay off information would be provided to Nelnet when the loans transferred. XXXX XXXX advised me to contact Nelnet and I did so in early XX/XX/XXXX. Nelnet acknowledged that the loan had transferred but that they did not see a pay off for the smaller loan. However, there still outstanding files to be transferred and I should contact them again later in XX/XX/XXXX. On XX/XX/XXXX I signed in onto my Nelnet account and discover that there wasn't any information about my pay off of the smaller loan. My account was still showing two loans, both at 3.75 % interest rate. I called Nelnet and the representative that took my call informed that thee wasn't a pay off of the small second loan. I protested and she put me on hold twice while she investigated. At the end of the second hold, she informed that they had received a payment for {$2600.00} which had been applied to the balance of the larger loan ( for my son ) and that there hadn't been any notes to apply it to the small loan second loan. I vehemently protested that I had explicity and lenghty discussion with the XXXX XXXX rep that these monies were to pay off the small loan. Nelnet rep then said she contact acounting about reversing the payment but would not guarantee it would be done. I live on a fixed income and these monies were gifted to me at my XXXX birthday for a trip around the country. I chose instead to get rid of the small loan and its onerous interest rate. Yet Nelnet decided that they do what benefits them without regard for my intents. They are thus holding me in financial bondage and making it more difficult for me to meet the payments on both loans. I implore your good offices to intervene and have Nelnet correct this malfeasance on their part. Most sincerely, XXXX XXXX XXXX
Company Response: Closed with explanation
2018-07-02
OK
Struggling to repay your loan
Student loan: Federal student loan servicing
Problem lowering your monthly payments
Complaint: XX/XX/2018 I was informed that XXXX XXXX was going to help me lowered my student loans. I was also informed that if I pay them {$100.00} a month they will helped me cut my student loan in half. However, this did not process thru it only made me paid double for my student loan. My original student loan wasn't cut in half it remained the same while I'm getting charged {$100.00} a month for 10 months.
Company Response: Closed with explanation
2018-07-02
Davis, CA
Dealing with your lender or servicer
Student loan: Private student loan
Don't agree with the fees charged
Company Response: Closed with explanation
2018-07-01
Amesbury, MA
Struggling to repay your loan
Student loan: Federal student loan servicing
Problem lowering your monthly payments
Company Response: Closed with explanation