NELNET, INC.

2018-01-29

Forrest City, AR

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

Student loan: Federal student loan servicing

Was not notified of investigation status or results
Complaint: In XX/XX/, I retrieved a copy of my credit report. I noticed that the XXXX XXXX XXXXNelnet was reflecting that I was 90, 120, and 120 days late respectively for the months of XXXX through XX/XX/. I immediately began the dispute process with the credit bureaus. The responses were that these accounts were verified as accurate. To that end, I reached out to the Office of Consumer Advocate for student loans ( see attached letter ). My primary concern is that for all of these accounts in XXXX of XX/XX/XXXX, I was ok with my payment history, yet in XX/XX/ ( 30 days later ), they reported that I was 90 days late. How so? In my communication to Nelnet, I specifically stated that I keep all of my records regarding student loans and I take full responsibility of my obligations ; however, I would like them to investigate their reporting for a mistake made on their end. Further, I requested that they provide me copies of all supporting documentation that substantiates the accuracy of their reporting. To date, to no avail. It has been well over 60 days from my initial request to them and I am yet to hear anything from them. I sent my dispute/request for investigation letter to them certified with a return receipt, yet I have not received any acknowledgement from them. The entries are not inaccurate and appear to be unverifiable given that I have not heard from them ; therefore, I am requesting that the status of my payment history reflect that I was ok and current for the months of XXXX, XXXX and XX/XX/.
Company Response: Closed with explanation

Timely Response

2018-01-28

Del Sur, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I was approached online by the University I was assured by School Admit., If I were deemed by the state to be XXXX I would not be held liable for school. I kept up on all correspondence immediately upon receiving it forward it, over, and over, to Nelnet, then XXXX and spoke to many representatives, faxed information, and still I see the funds accruing. I was faced head on by my husband XXXX XXXX XXXX with my niece, in my own home, who was also attending school and I left my job to care for her baby girl, at the time she was XXXX with my husband became XXXX. I was forced out of the home, subsequently homeless, staying place to place, in my car ... I would have never attended the school if I wasn't assured & promised by the School, knowingly already applied for Social Security XXXX when they enrolled me at the school, I was told that I would not be held liable to pay for it if I was approved to receive Social Security, my earnings would be cut by 2/3. I am sick, frustrated, cant get a job, cant afford to get into my own home, cant afford an attorney to finish divorce. I am beyond words. HELP ME PLEASE!
Company Response: Closed with explanation

Timely Response

2018-01-28

Portage, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-01-27

Philadelphia, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: there is no clear explanation on how the payments applied. I have {$2.00} daily interest, so if yo multiply that amount on day in month, i should not be charged more that {$70.00} per month in interest. I make my payments every month, never skip a one. however, if I make additional payment ( hoping they would apply it towards principle ) they always apply the biggest portion towards interest even though it was already satisfied by monthly payment. every time I call customer service, nobody can give me an explanation on how the payments allocated and why. they just say : " this is how the Department of Education wants us to apply payments ''. This is wrong. I graduated in 2015 with XXXX in student loan. I have been making payments for 3 years, every month + additional payments sometimes and I am still on XXXX and my principle amount keeps going up and up each month. this is wrong.
Company Response: Closed with explanation

Timely Response

2018-01-26

Sealevel, NC

Incorrect information on your report

Student loan: Private student loan

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-01-26

Bo Palmas, PR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: I currently have a loan with Nelnet. I have the income base payment plan, but the monthly interest is higher than the payment I can made. So my balance is increasing instead of being lower with my monthly payments because I am not paying enough to cover the interest. I write an email to Nelnet to see if they can apply my payment to the principal, but they respond that my payment go first to interest and last to principal. And that I need to make additional payments in order to lower the principal. I can not pay a bigger amount right now and I feel that I am wasting my money because is not making any difference in my final balance.
Company Response: Closed with explanation

Timely Response

2018-01-25

Reeds, MO

Incorrect information on your report

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

Information belongs to someone else
Complaint: There are numerous account through Nelnet/Department of Education that are inaccurately reporting on my credit reports. The accounts have been listed long than the statue of limitations and are in good standing. These accounts have previously been removed and then have been added back to my report several times. This is negatively affecting my credit score and my ability to borrow to purchase a home. I am requesting that the accounts below be removed from my report immediately upon receipt of my request. These are the accounts below that need to be removed due to violation of the fair credit reporting act. To whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found several items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611 ( a ) ( 5 ) ( A ) ( i ). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness. Under the FCRA 15 U.S.C. 1681i, all unverified accounts must be promptly deleted. Therefore, if you are unable to provide me with a copy of the verifiable proof that you have on file for each of the accounts listed below within 30 days of receipt of this letter then you must remove these accounts from my credit report. Please provide me with a copy of an updated and corrected credit report showing these items removed, I demand the following accounts be properly verified or removed immediately. Accounts : XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$9400.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$8400.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$7200.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$6000.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$5300.00} Good XXXX XXXX XXXX Last reported : XX/XX/XXXX + {$4700.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$4600.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$4500.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$4500.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$4300.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$3600.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$3500.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$3500.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$3100.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$3000.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$2200.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$2200.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$2000.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$1800.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$1500.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$1200.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$530.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX + {$450.00} Good XXXX XXXX XXXX / NELNET Last reported : XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-01-24

Arcade, GA

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

2018-01-24

Rochester, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I have had my student loan payments set on direct withdrawl since XX/XX/XXXX. Payments have been being deducted from my account every month since then.On my bank statement the descriptions for the payments are " Direct Withdrawl, Deparment Education Student Ln. '' Nelnet has been trying to contact me for months. They would call and leave vague messages " Hello this is XXXX from Nelnet please give us a call back at .... '' Knowing I was making payments via auto deduct and noticing it comes out of my bank account I never thought anything of it. Finally I awnsered and they told me my account was past due and to make a payment. I got on the phone with customer service and they had me check and see if I had any other loans and if another loan servicer who may be getting the payments. Went on the department of education website and verified that my only loan servicer is NelNet. For the past 6 months ive been going back and forth with NelNet giving them every piece of information I can give them to try and reslove this issue. They seem to believe the mistake is on myend somehow. Ive given them my bank statments, banking info, and transaction ID # 's trying to track where the money is going, I believe I have undeniable proof that it is some error in thier system. 1. ) Last payment recieved by NelNet from me ( according to them ) is on XX/XX/XXXX. On my bank statement for this transaction it says Direct Withdrawl, Department Education Student Ln. Same as all the other payments that they " arent '' receiving. 2. ) Even to this day if I call the NelNet customer service line the voice prompt will do an account overview while youre on hold and the voice promt will say " We recieved your last payment of {$100.00} on XX/XX/XXXX '' But on NelNets website and according to everyone ive spoken to on the phone they say my last payment was on XX/XX/XXXX. 3. ) When logged in to the NelNet website I can click " Payment Profiles '' once I click payment profiles my checking account pops up and below that it says " Manage Auto Debit '' Not knowing if that popsup for everyone I asked someone in NelNet customer servie to see if this was a standard icon and he verified that it should only say that for people enrolled in auto debit but he also said im not enrolled so why would it says manage auto debit on my end if I wasnt enrolled? I dont see how so many things arent adding up on thier end and they keep making me try and prove myself when they have so many red flags within thier system. Ive shared all this infromation with customer service at Nelnet and they have forwarded to other departments trying to solve this issue and ive given them all the infromation I can give them and this issue and it hasnt been resolved for over 6 months. During this whole debacle theyve been reporting me to the credit bureau and it has tanked my credit score. I got married in XX/XX/XXXX and my wife and myself wanted to start house hunting and havent been able to because my credit score tanked bacause of this and im not getting anywhere after months and months of back and forth with Nelnet. Please help I dont know what other action to take. Thank You.
Company Response: Closed with explanation

Timely Response

2018-01-24

Atl, 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

2018-01-24

Cordova, TN

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

2018-01-23

Ritter, SC

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

2018-01-23

Jacksonville, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-01-23

Santa Ysabel, CA

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I acquired the loan in XX/XX/XXXXto pay for grad school and have several concerns. First, I assumed because XXXX ( Now it has sold my loan several times to XXXX, now NelNet ) was under the PSLF ( Public Service Federal Loan Forgiveness ) at the time that if I committed to my education career without default for 10 years then I would be eligible for the Loan Forgiveness. However, recently I was denied because XXXX is no longer under the PSLF, although I have paid faithfully without default. I was so discouraged because I already had issues with how the payment plan was so skewed. For example, I have been paying on time ( monthly charges range from {$240.00} to {$330.00} ) since XXXX but yet have only paid {$2100.00} of the original loan of {$59000.00} in 10 years. This is outrageous! I feel trapped, cheated, and belittled. I have stayed with the companies because I was informed that I would be eligible for the Federal Loan Forgiveness Program because of my 10 years service in public education and should not move to another loan agency ( this move could " jeopardize '' my eligibility ). In addition, I 've paid {$29000.00} in interest but only roughly {$2000.00} to the principal. Please assist, these student loan companies that keep selling our loans with ridiculous interest, along with false advertisement that they qualify for the Federal Loan Forgiveness is unjust. Here are my request : 1 ) Please help me qualify for the PSLF since I was originally on the correct trajectory until XXXX blew it with the Federal Gov. but never informed me. 2 ) How can I get out of this ridiculous payment plan without being penalized.
Company Response: Closed with explanation

Timely Response

2018-01-23

Barry University, FL

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-23

Camargo, KY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Company Response: Closed with explanation

Timely Response

2018-01-22

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-22

Los Angeles, CA

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

Student loan: Federal student loan servicing

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

Timely Response

2018-01-21

7 Corners, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: In response to Complaint Five, 1. You state on XXXX, Having reviewed your account we have provided information to you regarding the following concerns : You have stated that we advised you that the Department of Education, Federal Student Aid advised us that we should not respond to borrowers in writing. You want responses to your previous inquiries, dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. You would also like for us to stop the threatening phone calls in response to your first complaint filed with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX. You would like the forbearance applied as requested in XX/XX/XXXX, and you want an explanation about why your forbearance was not applied as requested. You would like information about the different types of forbearances and deferments, as well as how interest capitalizes. You want your student loan debt forgiven. Allow me to correct your iteration of what I want as state above : As previously specified, I dont want ; I demand that you fully address all written information requests previously submitted to you. You can not continue to avoid addressing the requests by responding with repetitive boilerplate, by referring me to other agencies, or by pointing me to other websites. Responding to borrower requests for information is your responsibility ; this has been confirmed by each of the agencies/websites you keep referring to. I demand that you explain why you lied in regard to the Department of Education and your legal department advising you not to respond to borrowers in writing. I demand that you discharge my loans as specified previously I said nothing about forgiving them. In the immediate offing, I demand that you put my loans in forbearance per your approval of same and as requested. I demand that you hold yourself accountable for lying, for intentionally deceitful accounting practices, and for intentionally withholding accurate and timely information required to make time-sensitive informed decisions about my loans. As not previously specified, I demand that you get out of the business of lending money to students. Your behavior is not only incompetent and deceitful, it is disgraceful. 2. You also state : We have provided explanations for each of your concerns in our previous replies to your complaints filed with the CFPB on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. A copy of your payment history, your deferment and forbearance history, and your loan summary letter have been included for your records. More information about deferments, forbearances, and how interest capitalizes, or is added to your principal balance, can be found at XXXX XXXX XXXX or on the individual deferment and forbearance applications. We are unable to honor your request to remove your student loan debt. When you signed your Master Promissory Note, you promised to pay all amounts disbursed plus interest and other charges and fees, and a copy of your MPN has been included for your records. Information about deferments, forbearances, and interest capitalization can be found in your MPN. Again, weve responded to your concerns and consider this matter closed. Sincerely, XXXX XXXX Nelnet XXXX to your assertion that you have responded to all written requests, you have not responded to any of them. You also have still not addressed or corrected your application of the most recent forbearance request, and you have not addressed why you lied. As you say, again, answer all outstanding written requests for information, correct your accounting errors, discharge the loans, explain why you lied, agree to hold yourself accountable, and then get out of the lending business.
Company Response: Closed with explanation

Timely Response

2018-01-21

Lexington, KY

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2018-01-21

Franklin Lks, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: NelNet has started charging me for my loan at the full repayment amount while I am in IBR. They contacted me and attempted to force me to cancel IBR and go into forbearance. They said there are no other options. They placed a strike on my credit report putting extra stress on my already stressful ( I am in IBR! ) financial situation. I have called repeatedly and they refuse to remove the strike, refuse to accept my IBR status and refuse to help me in any way whatsoever.
Company Response: Closed with explanation

Timely Response

2018-01-21

N Providence, RI

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

2018-01-21

Niverville, NY

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

2018-01-21

Boardman, OH

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2018-01-20

Macon, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response