NELNET, INC.

2017-11-26

CT

Incorrect information on your report

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

Account status incorrect
Complaint: Nelnet erroneously reported 6 student loans totaling {$13000.00} as 90 days delinquent in XXXX of 2015 despite numerous attempts to submit documentation that I was eligible for deferment, or at a minimum forbearance.
Company Response: Closed with explanation

Timely Response

2017-11-25

Carmel, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: On XX/XX/XXXX, I paid electronically $ XXXX XXXX. About 7-8 days later I saw that only 1/3 of it posted. I called them and rep kept telling me they never got the 2/3 of my payment and advices me to call my bank despite my insisting that the money had already been taken from my bank. He was rude and said he doesnt know what else to tell me but to call my bank. So I did. And bank tells me they nelnet took the money. I told bank nelnet claims they dont have it so I asked bank to pull money back. The next day nelnet calls telling me they found money but looks like bank taking it so can I call bank. Bank says cant reverse process so I pay back the 2/3 to nelnet on XX/XX/XXXX. About a week later again I see only 1/2 of this was applied. So I call them and ask where the other 1/2 is. And they said theyll look into it. But no one ever calls me back from solutions. I keep calling back and they give me the run around. Finally one was nice and on XX/XX/XXXX it got resolved. Now as of XX/XX/XXXX the money is missing again. I just called them today, XX/XX/XXXX, and their reps are being rude and giving me the runaround again. How do I file a lawsuit against nelnet?????
Company Response: Closed with explanation

Timely Response

2017-11-25

Rochester, OH

Improper use of your report

Student loan: Federal student loan servicing

Reporting company used your report improperly
Complaint: THEY SENT ME TO A DEBT COLLECTOR CALLED NELNET. XXXX HAS THREATENED ME MY LIFE. AND SAID THEY WILL MAKE ME HOMELESS. THEY HAVE CAUSED ME MENTAL DISTRESS ON TOP OF MY PROBLEMS AND MARK MY WORDS IF NELNET DOES NOT LEAVE MY WAY OF LIFE ALONE I WILL XXXX THEM BEFOR THE END OF XX/XX/XXXX AND THAT 'S A PROMMISE CAUSE THEY XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-11-25

Denver, CO

Struggling to repay your loan

Student loan: Federal student loan servicing

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

Timely Response

2017-11-24

Country Club Hills, MO

Written notification about debt

Debt collection: Other debt

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

Timely Response

2017-11-23

Greensboro, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My complaint is regarding my Student Loan Servicer Nelnet. I have attempted multiple times by contacting the Nelnet customer service, the XXXX complaint line and The XXXX XXXX all with no resolve. Nelnet continues to be unable to provide answers to my inquiries regarding my student loan accounts. Also when attempted, Nelnets answers contain contradictory information or unsatisfactory explanations. I feel my rights as a consumer have been violated as well as I have endured unnecessary stress to my self and thus my family members. Most recently, during my annual recertification of IRB plan, I became aware of the interest forgiveness available in the REPAYE that was not available in the PAYE while speaking with a Nelnet representative. The Nelnet representative ensured me that there would not be a problem for me to make a change to the request to REPAYE. I sent in the PAYE application on XX/XX/XXXX and also spoke with a Nelnet representative the same day who corrected my application over the phone and emailed me the updated version with the request to change to the REPAYE. This application was signed and then faxed on XX/XX/XXXX with my two most recent paystubs to verify my income. I received information from Nelnet that my payment had been calculated to {$140.00} month. After careful attention to my account, it became clear to me that Nelnet had made a mistake by processing the application request for PAYE instead of REPAYE. I made 3 monthly payments of approximately {$140.00} or more by the date provided on the monthly statement mailed to me via US Postal mail by Nelnet during the dates XX/XX/XXXX-XX/XX/XXXX. I began receiving emails from Nelnet in XX/XX/XXXX stating my account was behind and late although I had made payments on time per the billing statements I received from Nelnet. I contacted the XXXX compliant line and initiated a case, as Nelnet would not address my concerns. In their attempt to correct their mistake while processing my REPAYE application my payment increased to ~165.00 $ month per a Nelnet representative. I do not wish for my account to be considered late when I am paying the amount billed to me. I have continued to ask for someone to explain to me how my payment increased when both the PAYE and REPAYE are IRB plans. During this three month process when I expressed concerns to Nelnet forbearance was offered to me as a solution and I feel this offer is completely inappropriate considering the interest that I would accrue while bearing their mistake of incorrectly processing my application. Incorrectly processed, despite my clear communication with their representatives both during and after the process. In previous years when processing my IRB application with Nelnet I accepted their offers of forbearance, as I was not as knowledge at those moments in time. In the year of XX/XX/XXXX, I was forced into forbearance as my application was not accepted as it was processed as blank & incomplete per Nelnet. This again was an error of Nelnet, pure negligence and poor customer service. I called and spoke with multiple customer service representatives trying to explain that the reason page number 3 was blank and therefore incomplete per Nelnet. This was due to none of those questions on page 3 required my attention or applied to my situation. The application was sent in 3 times with an ~ 2 month forced forbearance as I could not make the minimum monthly payment towards my loans while not in an IRB plan. Again, if my application was processed efficiently and/or my concerns taken more seriously forbearance most likely would have been avoided and the additional interest accrued toward my principal also avoided. I take my credit score and financial obligations seriously. Nelnet has demonstrated multiple times that they do not wish to provide adequate answers to my inquiries, nor timely and efficient processing of applications, consistent and courteous customer service and to maintain the consumer bill of rights to those who are auto assigned to their entity as student loans serving company.
Company Response: Closed with explanation

Timely Response

2017-11-22

Evanston, IL

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Complaint: RE : XXXX XXXX XXXX : XXXX XXXX. XXXX : XXXX Web : XXXX Correspondence Address : XXXX XXXX XXXX. XXXX XXXX XXXX, NE Zip XXXX I took out a student loan through XXXX in XX/XX/XXXX. Approximately 1-2 years ago the loan was transfered to XXXX XXXX. It was a horrible loan because the interest charged was 10.25-11 %. I needed the loan to complete my degree. I had a second loan with another student loan institution for 3 %. I decided in XX/XX/XXXX, to consolidate both loans through my credit union for 3 % interest. To complete the application process the credit union had me fill out an application. They also requested payoff letters from both student loan companies to be reviewed. The other instituition provided me with a payoff letter within 3 days. In XX/XX/XXXX, I began calling XXXX XXXX to request a payoff letter. Since then I have called their customer service department at least 15 times requesting a payoff letter. The representative ( s ) have been so nice each time when I requested but I never get a payoff letter all 15 times. If I receive anything it is mail saying they received my call or some other junk mail. The last time I called was XX/XX/XXXX, I was so angry I just was beside myself as to why they still have not sent me a payoff letter. I still have not received anything and I am worried my 2nd application with the credit union is going to expire because of no payoff letter from them. I have done everything I can -- - please assist me in this matter.
Company Response: Closed with explanation

Timely Response

2017-11-22

Lakeland, FL

Problem with customer service

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

Company Response: Closed with explanation

Timely Response

2017-11-22

Colo Spgs, CO

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: Nelnet has two accounts showing several late payments on my credit report in 2012. I contacted their office over 45 days ago, with no response from Nelnet, which is a violation of my FCRA.
Company Response: Closed with explanation

Timely Response

2017-11-21

Dallas, TX

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Complaint: XXXX Nelnet, I still have yet to see the contract granting you the rights/Jurisdiction, regardless of what you are insinuating. You still must prove your jurisdiction. I am attaching this document and I suggest you seek legal counsel. Also attach the papers that were sent to you office regarding discharge and dishonor. ; - ). I wonder why US department of education is not responding but you are and are claiming to be the servicer ..lol Thanks, but i dispute to contract with your company and we can get the UPU involved if need be.
Company Response: Closed with explanation

Timely Response

2017-11-21

Aurora, CO

Written notification about debt

Debt collection: Other debt

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

Timely Response

2017-11-20

Mount Holly, OH

Incorrect information on your report

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

Account information incorrect
Complaint: Nelnet keeps adding and subtracting balances from my accounts. This is adversely affecting my credit score! I am in the middle of financing and their frequent updates are detrimental to this process. I respectfully asked that nelnet be removed if my credit report. I want all loans older than 7 years removed off my credit report as that is more than statue of limitations for my state. I need this done ASAP, as nelnet is doing illegal collecting and reporting practices
Company Response: Closed with explanation

Timely Response

2017-11-20

Saint Clair, MO

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: I have so many with a lot of dates starting back from XX/XX/XXXX till XX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2017-11-20

Saint Clair, MO

Incorrect information on your report

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

Old information reappears or never goes away
Company Response: Closed with explanation

Timely Response

2017-11-20

E Fairfield, VT

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

2017-11-19

Bridgeport, CT

Incorrect information on your report

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

Information is missing that should be on the report
Complaint: Dear CFPB Office of the Ombudsman : My student loan servicer NELNET who services federal student loans to the credit agencies XXXX, XXXX XXXX, XXXX may have violated the Fair Credit Reporting Act and other credit reporting laws. There is reason to believe that the loans serviced by Nelnet where not properly serviced or reported based on the following occurrences. Reported Timeline ( historical ) data removed No data credit reporting Reported balances after consolidation XX/XX/XXXX Incorrect address reported ( XX/XX/XXXX ) I understand that any inaccuracy including material inaccuracies may be grounds for injury-in-fact and other harm. The data furnisher NELNET and the credit bureaus XXXX, XXXX XXXX and XXXX blame the data furnisher for the reporting inaccuracies and or credit redactions. I am requesting an audit of the reporting history of fifteen federal student loan accounts held by Nelnet, and the three credit bureaus update their records according to the complete account history ; ( XXXX ), that includes all historical data, date opened, and historical timeline, and the loans are paid and consolidated. The loans have been consolidated XX/XX/XXXX to a different servicer. Customer service representatives at Nelnet said to me that disputing information to the credit bureau will cause credit score decreases because they will respond that the information was frivolous and accurate. This also indicated to me problems with the servicers dispute and resolution process and what procedures they use in cases of disputed accuracy and my rights under Federal law including the Fair Credit Reporting Act. I am asking the Ombudsman to investigate credit reporting activities by the servicer NELNET and audit of the credit reporting history from Nelnet. I have scanned copies of the credit report from XXXX to show the reported timeline. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-11-19

FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have my student loan repayment through Nelnet. I logged on last month to complete my recertification for IBR and was shocked to find out I owe {$6000.00} more on my student loans now than I did one year ago. At no point in my discussion with Nelnet advisors was I informed that the interest on my unsubsidized loans would continue to accrue when I was paying less than the full amount of interest monthly. I had to figure out on my own that this is what must have happened by doing research after I discovered I now owe much more on my loans than a year ago. I would NEVER had agreed to the IBR plan had I known that my loans would INCREASE in amount instead of decrease! I feel that I have been scammed by Nelnet. I took the advice of the Nelnet advisors in picking the best plan for me and now I owe an extra {$6000.00} on my student loans. I feel that Nelnet is at a minimum guilty of negligence for not informing me the interest on the unsubsidized loans would accrue and add to my loan amount. I have never missed a single payment on my student loans. I was trying to make the most financially sound and responsible decisions regarding my student loan debt and I feel that I have been dealt a huge blow to my financial future. I emailed Nelnet XX/X/17 about this issue and never received a response.
Company Response: Closed with explanation

Timely Response

2017-11-19

Fayetteville, GA

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

2017-11-18

Bridgeport, CT

Incorrect information on your report

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

Account information incorrect
Complaint: On XX/XX/XXXX I initiated a complaint against Nelnet in regard to 15 accounts not being reported correctly on XXXX XXXX and XXXX. I initiated a dispute to the credit bureaus and contacted Nelnet. Nelnet is very argumentative with me and refuses to correct information. I believe the deliberately and erroneously account balances after my loan consolidation was completed. Nelnet continues to say to me that they need copies of my credit report and that I need to show them what is being reported so they can correct the accounts. The credit bureau ( XXXX XXXX ) blames Nelnet for reporting account balances after loans where consolidated XX/XX/XXXX. There seems to be some conflict between the credit agency and what Nelnet is reporting and I am arguing with the credit agencies and Nelnet.
Company Response: Closed with explanation

Timely Response

2017-11-17

FL

Incorrect information on your report

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

Account status incorrect
Complaint: the account was opened on XX/XX/XXXX. the acciunt was closed out XX/XX/XXXX. this account had been reported 4 seperate times on my credit report which is affecting my debt to uncome ratio. this negative information is also affecting me from obraing any new credit. the amounts are showing differently on all three reports. thr company sent me a letter showing paid. at the oint i just want the 4 inaccurate accounts removed since they are paid in full. ivr asked the company to fix this issue but they advised me to dispute with thr bureaus. please help me. i dont think that they can legally keep falsely reporting inaccurate info.
Company Response: Closed with explanation

Timely Response

2017-11-17

LA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: On or about XX/XX/XXXX, I began requesting an income driven student loan payment plan. On this same day I finished the application and uploaded my XX/XX/XXXX tax return. I received an email from Nelnet stating that I needed to do nothing else and the process can take several weeks to review. I waited for the review to be concluded per the email. In XX/XX/XXXX, I received a hit to my credit report for late payment of my student loan and that it was between 90-120 days late. I immediately contacted Nelnet because I did not understand why my loan would be charged as late when I was waiting on them to complete their review. A late payment to my student loan account means that I have multiple late payments for the same loan. So I may have 13 late payments which harshly affects my credit. I was able to get the deferment taken care of until the income driven payment plan was finalized. The deferments go back to cover all the dates that there behind. I have proof and documentation showing that I had finished the application and was told that it can take up to 3 weeks to get it finished. My taxes were upload proving my income. While I am waiting they just send in the late payment information to the credit reporting agency.
Company Response: Closed with explanation

Timely Response

2017-11-17

Philadelphia, PA

Incorrect information on your report

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

Account status incorrect
Complaint: XXXX and Nelnet keep adding balances and subtracting balances from my accounts. This is adversely affecting my credit score! I am in the middle of financing and their frequent updates are detrimental to this process. First of all they do n't have my correct contact information and I was not able to be notified in XXXX and XXXX. I fax information over to them about my forbearance and I was told that it was never received. I have copies of my fax receipt were it was sent over. Several late payment was placed on my account because of this.
Company Response: Closed with explanation

Timely Response

2017-11-17

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

Was not notified of investigation status or results
Company Response: Closed with explanation

Timely Response

2017-11-17

Amelia, OH

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2017-11-16

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Im writing today regarding an ongoing issue I am having with the Department of Educations Public Service Loan Forgiveness program and my federal loan servicer, Nelnet. As an XXXX employee, I am eligible for this program. When former XXXX XXXX signed the law into effect in 2007, I called Nelnet to verify I was in the right program to qualify for loan forgiveness after 10 years of service and XXXX payments on an income based payment plan. Nelnet assured me I was in the correct loan and correct payment plan to qualify. I even called a few extra times throughout the past 10 years to verify everything was still in order. Once again they assured me it was and everything is correct. About a year ago I called Nelnet and they told me Im in the wrong type of loan and I dont qualify for the federal loan forgiveness program. Ive tried everything to try and get Nelnet to take responsibility for their mistakes for providing me incorrect and misleading information over the years. They have even acknowledged that I called when I said I did and have records indicating the reason for my calls. The customer service representative on my most recent call admitted they made a mistake and that the program was new and they didnt have proper procedures in place to manage the program. Now they have a whole department that handles it. Even after they are apologizing for the situation and apologizing to me, they claim there is nothing they can do. I still have a loan balance of {$20000.00} that should and would have been forgiven if not for their error. Im very frustrated with the entire situation and I dont know what recourse I have. I feel I did everything I could have done in order to assure I would be able to take advantage of the program benefits I am eligible for and entitled to. Furthermore, Nelnet deceived me into changing my repayment plan to the Graduated payment plan. This stretched my repayment period as long as possible while still qualifying for the federal loan forgiveness program. Which turns out I wasnt in the right loan category after all. This is costing me more money than it originally would have under the standard payment plan I was in before calling XXXX XXXX, XXXX. I am writing to your office to seek help in resolving this issue. I feel Nelnet is mismanaging federal loans on behalf of the Department of Education and taking advantage of individuals in Public Service.
Company Response: Closed with explanation

Timely Response