NELNET, INC.

2018-05-03

Euless, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have 2 issues with this company. # 1. I called and advised them I completed an economic hardship deferment online. I was asked/advises on the form to upload my pay stubs. This was performed online through their website. I am requesting a letter stating they gave me the deferment based on what I submitted through their website. Now, a rep is telling me they dont show it. I called when I finished it and the IBR application to say I had uploaded my pay stubs twice one for each to make sure they got it. I requested it back through XX/XX/XXXX to bring my loan current. How do you lose something that is on your website? Where you have to complete it online. I am so confused. I wanted a letter stating my loan was brought current back through that date to not reflect the XX/XX/XXXX late on my credit as I put the request in. I was not provided a letter of denial, but just told my loan was now due to XX/XX/XXXX. Which I assumed was due to the hardship because I hadn't received any info regarding the IBR yet. Then, later on I was advised of my payment amount. The initial letter received about the IBR had incorrect/inaccurate data that had me confused upon reading it. Again, how do you lose something completed through your very own website? # 2. Texas Surety bond information as required by Sec. 392.101 - my original signature on the application from the creditor - my original signature on an application with your office consenting to any service. Please note credit bureaus are required to bonded in the state of Texas and are required to comply with Texas Finance Code. If a debt collector has failed to respond to your debt validation request, then they have essentially admitted, per Texas Finance Code 392.202 ( b ) ( 2 ), that the debt in question is inaccurate. Per this requirement you must delete this trade line or not place it on my report altogether if you do not have sufficient time to complete an investigation to validate this debt in 30 days according to Sec. 392.202 ( d ) ( 1 ) Also per Texas Finance Code 392.202 Correction of third -party debt collectors or credit bureaus files. I dont reflect nelnet, XXXX and XXXX are bonded in the state of Texas.
Company Response: Closed with explanation

Timely Response

2018-05-03

Clayton, MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: From the beginning of my repayment period to XX/XX/XXXX, I was in an income-based repayment plan of {$200.00} monthly. I took XXXX XXXX classes, which put me in deferment from XX/XX/XXXX through XX/XX/XXXX. My Income Based Repayment expired, and I could handle the full payment price of {$380.00} which I did from XX/XX/XXXX through XX/XX/XXXX. I decided to re-enroll in Income Based Repayment in XX/XX/XXXX, and submitted a payment of {$160.00} which posted in XX/XX/XXXX. I was told that my new Income Based Repayment of {$160.00} would begin in XX/XX/XXXX. In XX/XX/XXXX, an amount of {$410.00} was erroneously auto-debited from my account. This was more than both my IDR or my full repayment price. When I called, I was told that there was an error with how the auto-debit system pulled from my account, and that since I agreed to the " Terms of Use '' on the auto-debit system, I was not entitled to a refund. I was also told I submitted my IDR paperwork late to put my IDR in place for this cycle, but this was untrue as I submitted the paperwork by XX/XX/XXXX which gave ample time for the 30 day processing period cited to me when I signed up for the IBR plan. My IDR began posting normally in XX/XX/XXXX, but this was significantly less than the IDR price quoted to me when I set my plan up in XX/XX/XXXX. The amount quoted was {$160.00}, which is why I authorized this amount to be pulled from my account in XX/XX/XXXX. The account has pulled {$120.00} in XX/XX/XXXX and is scheduled to do so in XX/XX/XXXX. There has been a flagrant and systematic pattern of misinformation from Nelnet. Since the beginning of my repayment period, I have found myself making phone calls almost monthly because of errors, incorrect auto-debit pulls, or blatant misinformation. Thank you for your time and I look forward to hearing back from you.
Company Response: Closed with explanation

Timely Response

2018-05-03

Miami, FL

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
Company Response: Closed with explanation

Timely Response

2018-05-02

Kansas City, MO

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

2018-05-02

Franklin, TN

Incorrect information on your report

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

Account information incorrect
Complaint: My ( 2 ) federal student loans with Nelnet are being reported to the credit bureau 's as late for the period in which I was in school and they should have been deferred. Both accounts were paid in full years ago, so I am unsure how to correct this error on my credit bureau reports.
Company Response: Closed with explanation

Timely Response

2018-05-02

Fred, 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

2018-05-02

Charlotte, NC

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 school for two semesters and accumulated a debt over 15000. Lost my job and requested a hard ship and no contact was ever made to let me know options. I have tried to call both companies to work out and debit resolution since they are old and no can locate my account via social or name but are holding me responsible for a debit that can be forgotten a
Company Response: Closed with explanation

Timely Response

2018-05-02

Houston, TX

Written notification about debt

Debt collection: Private student loan debt

Didn't receive enough information to verify debt
Complaint: I am trying to understand what is going on what the payments to this account. My account is set up for auto-debit. The amount to be debited was supposed to have been calculated by XXXX to include the accumulated interest between payments. I am reviewing the payments made relative to the accumulated interest, particularly for XX/XX/2017, and see that the interest amount kept accumulating despite the monthly payment amounts exceeding the monthly interest accumulation. I don't understand how this is possible, especially since I am now learning that this loan is re-amortized on a quarterly basis. My loan statements indicate the monthly payment was being entirely applied to interest, and yet the interest kept going up, in some cases by hundreds of dollars in-between months. I have previously asked for the terms of my loan agreement, specifically that part that addresses interest rate calculation, amortization, and other pertinent terms to the calculation and pay-off of my loan. My monthly loan payment was changing, and I did not understand why this way occurring. I even went through the CFPB in an attempt to obtain the relevant documents. CFPB closed out my case after XXXX responded, and did not provide me an opportunity to indicate whether the information provided addressed the issue. XXXX responded that the monthly payment changed due to changes in my interest rate. However, to date, I have only received a two-page promissory note, but nothing with the loan interest rate or calculation formula. I have requested this information so that I can review it. I do not have a problem with paying an owned debt ; however, I would like to know how the debt is determined so that I can make informed decisions as a consumer on how best to resolve the debt. This issue is only occurring on my XXXX student loan serviced by XXXX. Each time, both entities keep telling me I need to go through the other party for the requested information, resulting in me not being able to obtain the information from either. Attached is all of the information I have received from either party relating to the terms of my loan. The document DOES NOT address the loan terms, but simply defines ( incompletely as terms are clearly missing ) them.
Company Response: Closed with explanation

Timely Response

2018-05-02

Palos Park, 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

Their investigation did not fix an error on your report
Complaint: I am serious about the applicability and reliability in the recent study along with the balance and missed payments pertaining to NELNET LNS accounts and exactly how they are reporting on my credit report. With Section 1681 ( g ) I recommend them to generate me personally with a detailed description of the procedure designed to verify the account is " real '' but until now no information received. I had also requested the actual proof, physical firsthand documentation of the payment history and proof of last payment but I did not receive what I asked and these violations persist on my credit report.
Company Response: Closed with explanation

Timely Response

2018-05-02

Memorial Square, GA

False statements or representation

Debt collection: Federal student loan debt

Attempted to collect wrong amount
Company Response: Closed with explanation

Timely Response

2018-05-02

Arco, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I am writing with a serious grievance regarding my accounts serviced by XXXX XXXX - a division of NELNET , Inc. - which house three private student loan accounts serviced on behalf of XXXX XXXX, the lender. Upon phoning in to XXXX several weeks ago to inquire about remaining forbearance time on my account, I was advised by three separate representatives on four ( 4 ) separate occasions that each of my loans had nine ( 9 ) months of forbearance time remaining for my use, most recently on a call today, XX/XX/XXXX. Upon being previously informed of my remaining forbearance time ( 9 months ), I made several financial decisions to plan out my budgeting and finances accordingly, only to receive a call one week later, informing me that I infect only had three ( 3 ) months of time remaining on two of my loans. Understandably, I was and remain outraged at this sequence of events, as XXXX staff erroneously informed me on four separate occasions that I still had nine months of forbearance use available to me, on recorded calls. This situation has directly caused me financial harm, as a result of the misinformation provided by four XXXX company representatives, and XXXX must be held accountable for this grievous error. I have spoken to management, whom only give generic replies regarding their error, and refuse to coordinate with XXXX XXXX to honor the additional forbearance time, as a result of their company 's error. At this time, as a result of XXXX 's blatant errors and refusal to assist me with resolution, I am requesting immediate resolution to this matter by either coordination with XXXX XXXX ( the lender ) to honor this additional 6 months of forebearance time on the two other loans, as promised by their staff, or that XXXX XXXX covers the minimum monthly payment for these two loans for the 6 months after the current forbearance time ends ( which is allegedly set to due so in XX/XX/XXXX ). XXXX 's erroneous misinformation provided to me -- by four company staff members -- has caused me direct financial harm, and I must request immediate resolution to this matter at the executive level.
Company Response: Closed with explanation

Timely Response

2018-05-02

Okc, OK

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX OK, XXXX XXXX Nelnet XXXX XXXX XXXX NE XXXX XXXX XX/XX/XXXX Regarding a Reported Delinquency To Whom It May Concern, My name is XXXX XXXX XXXX and my account number is XXXX. Thank you for this opportunity. Ive always considered it a priority to make all my payments on time. Unfortunately, I fell short of my own standards earlier this year, and I was over a month late with a payment. I had a XXXX XXXX XXXX, and my wife was seriously sick till now, but she getting better. Am the only one still working and providing for my family, wife, and kids. I have made all the late payment and my account now is in good standards, but the credit report still showing the late payment, and they are refusing to take it off, that is hurting my credit so bad, I when from XXXX now to XXXX. Am in the process of buying a home, found a home sign contract, now my credit is hurting me, the late payment that was reporting XX/XX/XXXX. I had been carrying a sizable balance for several months when I finally paid off the full balance of the late payment XX/XX/XXXX of this year. When I received my statements in XX/XX/XXXX and XX/XX/XXXX, I simply discarded them without even opening them because I assumed they would show a XXXX balance with no payment due. It never occurred to me that there would be a finance charge from the last month that carried a large balance. I realize in retrospect that I should have anticipated that finance charge, and I wish I had taken a moment to just open and read those statements. That was a big mistake, and I can assure you it wont happen again. From now on, I will always open every piece of mail that I receive from anyone. my records will show that I had never been late with a payment until this unfortunate oversight, and I have been prompt with the past two monthly payments since getting caught up. Thank you very much for your consideration, XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-05-01

Blaine, MN

Written notification about debt

Debt collection: Other debt

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

Timely Response

2018-05-01

Hinsdale, IL

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Nelnet has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-05-01

Lewiston, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: have been paying loans since XX/XX/XXXX was late 30 days due to XXXX transferring the loans to Nelnet. Once contacted Nelnet and set up auto deduct for $ XXXX month on a payment due of $ XXXX/month which is taken ever XX/XX/XXXX of the month. never received 1 monthly statement only get a letter from XXXX that my payment is being deducted. get a YE interest statement but no other communication. Called to see when my loans should be done since I have paid extra each month and it has been more than 10yrs. My total loans were {$19000.00} ( 6 % interest ) when I started. They are saying it is in default and I still owe over {$21000.00}! I asked where all the $ I paid went and they told me it went to collections/default fees. I was never told it is in collections/default etc. no letters, calls, nothing! lived at the same address for 17 years. my credit report says they are closed and the balance owed is {$0.00}. called my school and they said that my loans show a green status. my tax refunds have never been held for non-payment nor has my paycheck been garnished. Do not know what to do.
Company Response: Closed with explanation

Timely Response

2018-05-01

KS

Written notification about debt

Debt collection: Credit card debt

Didn't receive enough information to verify debt
Complaint: Nelnet has violated 15 USC 1692 by continuing collection activity after a cease and desist and 15 USC 1681 by failing to report complete and accurate information to credit reporting bureaus.
Company Response: Closed with explanation

Timely Response

2018-05-01

Vancouver, WA

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

2018-05-01

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Each year I receive a request to update my personal information to remain in the income-driven repayment plan. This year, as in years past, I received my email requesting that I update my personal information so that Nelnet may recalibrate my monthly payment. The deadline for submission is generally sin late XX/XX/XXXX - XX/XX/XXXX. On, or about, XX/XX/XXXX, I submitted my yearly application for income-driven repayment plan. Upon the submission of my request, I received an email from Nelnet on XX/XX/XXXX, requesting additional information pertaining to my spouse 's income. That same day I submitted the requested paystubs to Nelnet so that they could confirm my wife 's income. On XX/XX/XXXX, I received 2 emails from Nelnet confirming their receipt of the additional information. On XX/XX/XXXX, I received another email from Nelnet confirming receipt of additional information from me that they requests. On XX/XX/XXXX, Nelnet again requested additional information. I complied with Nelnet 's request on XX/XX/XXXX. On XX/XX/XXXX I received a confirmation email from Nelnet advising that they received my documentation. Again on XX/XX/XXXX, I received a second email from Nelnet confirming that they received my additional information. As a result of the documents I submitted ( outlined above ) my student loans were recalibrated and a new monthly payment was generated based on my monthly income. This readjustment was pursuant to the income-driven repayment plan that I re-applied for. However, in XX/XX/XXXXI noticed that my monthly repayment amount increased by approximately {$1000.00}. I contacted Nelnet when I noticed this increase in payment. After speaking with a customer service representative, I was advised that they did not have any record of the documentation I submitted and that is detailed above. I proceeded to advise this representative that I had, in fact, submitted the documentation. Furthermore, this increase in monthly payment caused a past due balance of approximately {$2000.00}. This representative stated that I was going to need to re-do my income-driven application. I obliged with her request to answer questions regarding my income but I requested to be transferred to a manager. As a result of my concern I was connected with an individual in management. The manager advised that she could see in the system that the requested document was received by Nelnet. However, for some internal reason the information was not processed properly. At the conclusion of the call, the manager advised that the past due balance would need to be pain and that my correct monthly payment would be corrected and reflective on my online statement. Since that conversation, my monthly payments remained the same. However, I received a letter this week which advised that my payments were increasing again. I contacted Nelnet, and again they advised that they did not receive the requested documentation for my wife. I informed this representative that I recently experienced this same situation in XX/XX/XXXXand that management confirmed that Nelnet did receive my documents. However, Nelnet again advised that they did not have the documents nor did they have any note of that call from XX/XX/XXXX. I advised the representative that I had the documents to support their receipt of the information that they claim was never received. Despite this conversation and the offer to send them documents supporting my position, Nelnet advised that they only solution would be to re-do my income driven application and pay the {$4000.00} past due balance on my account. Another option would be to put the past due amount in deferment or forbearance and accrue additional and unnecessary interest. This practice is in bad faith and unfairly deceptive to its consumers. As an individual who makes monthly loan payments I have complied with all conditions precedent to remain in the income-driven plan. However, on two separate occasions now I have been taken away from my work for one hour to address problems with my loan repayment that should be non-existent. It is due to the error in processing by Nelnet that I have lost income and now have incurred additional payments that I would not otherwise have incurred. Furthermore, if I do not make this payment within the 60-90 day reporting period, this will have a negative impact on my credit history and score. I would hope that this practice be reprimanded and addressed.
Company Response: Closed with explanation

Timely Response

2018-04-30

Orlando, FL

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

2018-04-30

MT

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Contacted XXXX XXXX in XX/XX/XXXX about loan consolidation. They sent me to Nelnet. At that time Nelnet put me into an IBR ( Income Based Repayment ). The loan originated on XX/XX/XXXX in the amount of {$56000.00} ( 2 loans totaling this amount ). They also indicated I qualified for a 10 year loan forgiveness program. I made {$71.00} monthly payments from XX/XX/XXXX through XX/XX/XXXX. Have not made a payment since. Now per online dialogue with a Nelnet service rep, i'm in a 25 year loan forgiveness program. However, the accrued interest on the loans is now totaling {$11000.00}. This is causing issues as we apply for other kinds of loans. We would like to purchase a house in the near future but this credit score situation is a huge hindrance. We would like to get an answer as to why we went from a 10 year to a 25 year forgiveness. Also, it's a huge weight on my shoulders not knowing what will happen with this loan in the next 2 decades. We would like to have a solid answer as to what the plan is going forward.
Company Response: Closed with explanation

Timely Response

2018-04-30

Galena, OH

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Nelnet student loans provider 1 ) I have been in contact with Nelnet several times over the last 6 years, I would sporadically call in to check on my Public service forgiveness. I was always told that as long as I didn't miss a payment, I was in good standing to receive this forgiveness after my 10 years of payments. I recently found out that I do not qualify after being told that I did for years. 2 ) On one of my calls checking on my public service forgiveness, I asked for details on when my Loan would qualify for forgiveness ( time frame ). Later that week or month i was told that my payment was going up from {$150.00} to {$180.00}. Date of conversation was around XX/XX/2014. Only explanation i received was the payment was miscalculated. 3 ) I do not believe this was Nelnet but somebody refinanced my loans without my knowledge or agreement. I asked for those documents from nelnet and was told the only way to get those was through a subpoena.
Company Response: Closed with explanation

Timely Response

2018-04-30

Orlando, FL

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Complaint: On XX/XX/XXXX I send a letter Certified mail to Department of Education/Nelnet and received mail on XX/XX/XXXX. Letter is about : To Whom It May Concern : After a review of my current credit profile and report, it reflects what seemingly is a pattern of fraudulent activity on the following accounts : Pursuant to the Fair Debt Collection Practices Act ( FDCPA ), and 90.953 FLA. STAT. ( XXXX ), we have request verification of the authenticity of the original document ( s ) from individuals listed above at our expense. Please advise of a location and time in the XXXX, Florida area. 90.953 FLA. STAT. ( XXXX ), in pertinent part states : Admissibility of duplicates.A duplicate is admissible to the same extent as an original, unless : ( 2 ) A genuine question is raised about the authenticity of the original or any other document or writing. Department of Education/Nelnet have not accept my request. I asking does Department of Education/Nelnet have the original copy of the promise note that claim I sign?
Company Response: Closed with explanation

Timely Response

2018-04-27

Clayton, MO

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

2018-04-27

Oak Grove, MO

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: On XX/XX/XXXX I filed a complaint against Nelnet regarding their poor execution of e-mail notifications resulting in confusion, annoyance and hardship given conflicting information making it difficult to correctly budget for repayment. Nelnet has since reached out and explained that my problems were caused by having multiple due dates each month. The representative that I spoke with told me it was an easy fix and it could be done upon my request. Why this isn't automatic is beyond me. That discussion occurred on XX/XX/XXXX. On the same day I made a payment for the amount due shown on the website with confirmation number XXXX. Today, XX/XX/XXXX, I received an email notification from Nelnet informing me that my account is past due which requires " immediate action. '' I called Nelnet customer service and was told that despite my payment confirmation letter indicating an authorization and effective date of XX/XX/XXXX, in reality, it takes " a few days '' to apply. This, despite the money having already left my bank account. The irony is not lost on me that I spent three years in graduate school studying organizational leadership and process improvement and how have to use that education to criticize the very company that services the loans which paid for the education. As noted in my first complaint, asking that the company ensure their email communications are accurate and the underlying technology and operations which feed that process are correctly aligned should not be a big ask. This is fundamental to the operation of any business. Nelnet can and must do better.
Company Response: Closed with explanation

Timely Response

2018-04-27

Atl, 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