NELNET, INC.

2017-10-31

Tubac, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I became XXXX XXXX in the U.S. XXXX XX/XX/XXXX. As part of signing, I was promised $ XXXX ( before taxes ) via the Student Loan Repayment Program. On XX/XX/XXXX I emailed my loan servicer, Nelnet, at " XXXXXXXXXXXX '' with completed JASLRP ( Judge Advocate Student Loan Repayment Program ) forms for Nelnet to sign and forward, along with my promissory notes for loans, to the Pentagon for processing. On XX/XX/XXXX I received confirmation by Nelnet, via email, that my JASLRP forms were received and would be forwarded to the appropriate military office address within about one week. Sometime in XX/XX/XXXX I received a packet from Nelnet with a copy of my JASLRP forms and a letter stating that these forms were a copy for my records. Upon further review of the copied documents, I noticed that the loans I had identified to be paid off first ( those with higher interest and principle ) were edited so that lesser loans were identified to be paid off first. This is despite clear instructions that I included stating not to edit that information. On XX/XX/XXXX I was informed by the U.S. XXXX that my JASLRP forms were never received by the Pentagon. Later that day I phoned Nelnet to inquire about the status of my JASLRP forms. I was informed by a Nelnet representative that despite their policy that those forms were to be sent to the Pentagon, they instead did not send them. As of the writing of this complaint, neither Nelnet, nor the U.S. XXXX has agreed to solve this issue satisfactorily.
Company Response: Closed with non-monetary relief

Timely Response

2017-10-31

Longs, SC

Written notification about debt

Debt collection: I do not know

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

Timely Response

2017-10-31

Kosciusko, MS

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2017-10-30

Middleport, NY

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
Company Response: Closed with explanation

Timely Response

2017-10-30

Atlanta, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I received this loan from Nelnet for {$5000.00} while at XXXX XXXX University. I have started to make payments and I was told that I can not pay with my debit card online, I have to make a phone call and speak with a live person. And so I did, I paid {$250.00} with my XXXX debit card and I was told it would pay my {$170.00} pmt and the rest was going to principal. The month after I tried to pay the same way and they told me I could pay with my checking account but I could n't pay with my debit card because my bill was not due yet. So I waited till the following month and I wanted to pay {$250.00} like I did before and I was told I could only pay {$170.00} with the debit card but not {$250.00}, to pay the rest I had to give out my bank account information. I need to know how I can make a payment with my debit card to nelnet for {$250.00} per month. Thanks, XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-10-29

PA

Incorrect information on your report

Student loan: Federal student loan servicing

Account information incorrect
Complaint: information is not correct. the balance had been considered as paid due to the fact that I was not enrolled. I withdrew in the allotted timeframe. no money was owed.
Company Response: Closed with explanation

Timely Response

2017-10-28

Dallas, TX

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: Reported : XXXX/XXXX/XXXX XXXX : {$2300.00}
Company Response: Closed with explanation

Timely Response

2017-10-27

Louisville, KY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I attended a little over a year had to take maternity leave and before returning to school they shut down. It was extremely inconvenient to have to stop everything and expect me to pay half of my tuition back after not being able to pursue my career I was studying. It has ruined my credit for nothing. I am a single mother of XXXX so money is not my greatest asset. Going back to school was supposed to help me provide a better life for my children.
Company Response: Closed with explanation

Timely Response

2017-10-26

Stafford, VA

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

2017-10-26

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2017-10-26

Mackinac City, MI

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

2017-10-26

Mabank, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I was sent an email from XXXX XXXX XXXX XXXX offering to apply a hardship forbearance to a payment I was running behind on. The email advised me to reply help and my account would then be reviewed for a hardship forbearance. On XX/XX/XXXX I received a notification from Nelnet advising my forbearance had been approved and my next payment would be due XX/XX/XXXX for my regular payment amount of {$160.00}. To confirm this, I also logged onto my Nelnet account to verify I no longer reflected a past due balance. Today ( XX/XX/XXXX ), I received a statement advising I have a past due balance as well as a subsequent balance due on XX/XX/XXXX. I called Nelnet to discuss the discrepancy and was advised by multiple agents that the system made an error and that I did not qualify for the previously offered and applied forbearance ( 3 days before my due date ) leaving me unprepared and subject to a negative credit mark for an error that was not on my part. Nelnet has advised there is nothing they can do to help me in this situation and they will review the system however, they will not be able to provide me with feedback on what went wrong and if its been fixed. This means myself and other unsuspecting borrowers are subject to experience this issue again in the future which is completely unacceptable for an organization that has the ability to impact credit reporting and the livelihoods of its customers.
Company Response: Closed with explanation

Timely Response

2017-10-26

Jacksonville, FL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: Over the years I had noticed a few times it seemed money was added to my student loan balance in addition to the interest, so I started keeping my own records. I noticed a balance added with no reason when I logged in on XXXX XXXX XXXX. The week prior, XXXX XXXX XXXX my balance was {$24000.00} and I made a payment of {$300.00} ( Which would lower it to about {$24000.00} ). The week after a balance was mysteriously added to my account. On XXXX XXXX the balance rose to XXXX.I track the interest accumulation carefully and this one did n't add up. I made multiple attempts of getting an answer from customer service and trying several reps, in which they denied it ever happened. They told me my records were not correct, not only on that day, but they actually changed the balance amounts historically to reflect a higher amount on specific dates. I finally reached a manager after multiple attempts for and answer and hours on the phone. The explanation after extensive digging ( and denying it ) was that " they added back uncapped interest from XX/XX/XXXX'' and that it was an error in the system which effected a group of accounts, so they added it back in XXXX. I sent in a certified letter requesting the explanation in writing on XXXX XXXX, but they refused to provide it. They would only call an offer to explain on the phone. The real thing to consider is ; how many other times have they done this and not been caught? This could have happened multiple times and who knows how many students. Adding money 3 years after the apparent system error did not sound believable to me and it took a long time before getting an answer.When I graduated I owed roughly {$24000.00}, over years of being underpaid from corporate greed the balance grew to {$31000.00}. Finally with a better income I was able to pay it back down to the original amount. How many other times they discretely added money in there we may never know.
Company Response: Closed with explanation

Timely Response

2017-10-25

MI

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

2017-10-25

San Gabriel, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: The school was closed down do to unlawful practices. I attended this school in XXXX an withdrew from the program early due to motorcycle accident broke both arms an a leg, yet the loans were still being processed as if I was still there an I believe to full amount of program which makes no sense.
Company Response: Closed with explanation

Timely Response

2017-10-25

Harsens Is, MI

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

2017-10-24

MI

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I began receiving XXXX XXXX XXXX benefits beginning XX/XX/XXXX. Soon afterwards I applied for a discharge of my ( FFELP ) loan based on total & permanent disability from XXXX XXXX. I recieved noticed ( XX/XX/XXXX ) that my application had been received & was complete. It also stated that my loan had been transferred to the guarantor who would review my application & make a determination of eligibility. The next notice regarding my student loan is dated XX/XX/XXXX & indicated that the Dept of Education intended to collect my defaulted student loan by Treasury Offset of my monthly XXXX XXXX XXXX benefit. I requested a hearing in this decision & received notice stating that in XX/XX/XXXX Nelnet approved application for disability discharge, but had reinstated the loan in XX/XX/XXXX due to not receiving required documents during the 3 year post-discharge monitoring period. As previously stated, I did not receive any communication from Nelnet or the Dept of Education during the time period XX/XX/XXXX - XX/XX/XXXX. After numerous phone calls I was informed by Nelnet that the 3-yr post discharge documents had been mailed to the address where I resided 18 yrs ago ( XX/XX/XXXX ). I have moved 5 times in the past 18 years. I have lived at my current address since XX/XX/XXXX, which is the address where the the XXXX XXXX notice regarding my XXXX discharge application was mailed to. I recently submitted a 2nd XXXX discharge application which included a complete copy of my original SSA Notice of Award indictating that my XXXX case would be reviewed in 5-7 yrs, which is the time period required to be eligible for the loan discharge. I have received notice from Nelnet ( XX/XX/XXXX ) stating that my application had been received & was in review ; Nelnet notice ( XX/XX/XXXX ) stating that I failed to submit valid XXXX XXXX XXXX documents.
Company Response: Closed with explanation

Timely Response

2017-10-24

Siloam Spgs, AR

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I type a full " box '' describing my complaint and had just started the first few lines in the box requesting the desired outcome. Then suddenly your complaint form disappeared. So, I will try to pick up where I left off XXXX XXXX XXXX. I wish to continue making student loan payments as I have for over ten years to a reputable loan servicer which may or may not be Nelnet in XXXX XXXX. To date, I file a complaint with the Arkansas Attorney General XXXX XXXX XXXX and included the information in the first box ; now disappeared a few minutes ago. We believe the Arkansas XXXX XXXX XXXX ( XXXX XXXX AR ) may have provided our " private information '' including Soc Security nos. for both me and my wife, birthdates, checking account nos., etc. We worked with AR XXXX last summer XXXX and we were shocked to learn our student loan was placed in forbearance for one year which we did not authorize. In the alternative, Nelnet may have provided our " private '' information to loan companies like XXXX in California. You say not to provide " your ( our ) name, account no., address, Social Security numbers, etc. So hope someone at CFPB sees this. Very odd.
Company Response: Closed with explanation

Timely Response

2017-10-24

Baltimore, MD

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2017-10-24

Aurora, CO

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

2017-10-24

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

2017-10-24

Charlotte, NC

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: Nelnet , Inc. ( XXXX XXXX XXXX ) was the servicer on my prior student loan. I refinanced my student loans through another loan provider and servicer. XXXX did not process the loan payment until over a month after the refinancing check was sent. They then backdated the processing date of the refinancing check to the date of its initial disbursement. None of this is of particular concern, except for the lag in processing time required me to make another installment payment on my student loan. This meant that, including the refinancing check, my loan was overpaid by a substantial margin ( approximately two months worth of overpayments ). I called XXXX to check on the overpayment. They did not indicate they would automatically send the " credit '' for the overpayment. Rather, based on my conversation, it seemed as though the consumer had to call to have the overpayment credited back to the consumer/the refinance provider. My loan was paid in full on XX/XX/XXXX. Overpayments occurred on XX/XX/XXXX and XX/XX/XXXX. XXXX has indicated that payment is forthcoming, however, I still have not received a credit for my personal overpayment or the overpayment by the refinancing provider. I can not tell is this is just ineptitude on the part of the servicer or bad faith ( i.e., delaying the processing of refinancing payments, which forces consumers to effectively overpay by 1-2 months, then not automatically crediting consumers with the overpayment amount ). In any event, taking over two months to refund a consumer amounts paid over the principal + interest outstanding on a loan is unacceptable.
Company Response: Closed with explanation

Timely Response

2017-10-24

Charleston, SC

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2017-10-23

Denver, CO

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

2017-10-23

Fort Campbell, KY

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