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 96
2017-06-01
Nyc, NY
Struggling to repay your loan
Student loan: Private student loan
Can't temporarily delay making payments
Complaint: I write to complain about the debt collection conduct of XXXX, XXXX XXXX, and XXXX loan servicing. I owe about {$30000.00} on a private student loan I took out with XXXX to attend XXXX school in XXXX XXXX XXXX. I graduated in XX/XX/XXXX, and was working in the XXXX XXXX XXXX XXXX XXXX XXXX when I XX/XX/XXXX XXXX XXXX The injury occurred two years ago, and as a result I had to stop working. I got XXXX, and, only now have been able to start looking for a job. I have used up my savings as well as the financial good will of my friends and family to maintain payments on these loans. As of XX/XX/XXXX, I no longer can pay the loans. <P/>I called XXXX well before XX/XX/XXXXand advised them of that i was running out of savings and income and that i would need some sort of accommodation until i could find work. XXXX told me I was only entitled to 12 months of forbearance and that I had already used that up sometime during the 9 or 10 years that I have been in repayment. XXXX began calling me in XX/XX/XXXX, telling me i was late on my payment. Every time they called I explained my XXXX XXXX and how it stopped me from working and that I had used up my savings. XXXX then transferred the case to a new servicer, XXXX. XXXX began calling onXX/XX/XXXXXX/XX/XXXX, demanding that I make payments. I continued to explain my financial situation, and asked if there were any options to help. The answer was no. XXXX has since called relentlessly, sometimes several times a day, telling me this isnt a debt you can ignore, and threatening to report me to the credit agency. <P/>I have similar problems repaying loans held by XXXX XXXX.. XXXX gave me one-month forbearance for XX/XX/XXXX, but says I must make six more months of payments before I can access the remaining 3 months of forbearance. This is not possible.
Company Response: Closed with explanation
2017-05-31
DC
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: Im writing to complain about information presented o n Nelnet 's Income-Driven Repayment Plan site. Based on information derived from Nelnets Income-Driven Repayment Plan site ( which is a calculator to estimate repayment plans ), I believed I could significantly lower my monthly payments, and so I submitted an IDR application in XXXX XXXX . My loan payment amount was reduced from {$890.00} to {$830.00}. As this was not as large a decrease as I was quoted, I chatted with Nelnets service/ help desk who informed me that my spouses loans were not factored into my payment calculation. Based on their guidance, I resubmitted an IDR application in XXXX XXXX and then in XXXX XXXX . In late XXXX , I received notice that my monthly plan was reduced to {$770.00}. As I was surprised my monthly payment was still high compared to the quote range I received on Nelnets Income-Driven Repayment Plan site, I re-checked Nelnets website on XXXX XXXX . I entered accurate information about my salary ( I used my XXXX XXXX ), m y tax filing status, my family size, and other loans held by me and my spouse and I was quoted $ XXXX month fo r ICR plan. Using the exact same information I provided to Nelnet in my IDR application, I was quoted a completely different amount than what was determined by Nelnet to be my payment amount. I contacted the service/ help desk to ask for an explanation for this wide discrepancy but they were not able to explain the difference. The service desk k ept saying they can not explain the amount I was quoted on their website because they can not confirm what information I entered. Essentially, they take no accountability for what 's on their website.I am writing to complain about the misinformation presented on Nelnets site. It makes me questions Nelnets business ethics that information on the website is so off and that your staff are unable to provide explanations. I do n't trust how they are calculating my payments.
Company Response: Closed with explanation
2017-05-31
CT
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: I have a federal student loan serviced by Nelnet. Every month I pay more than the minimum amount due. I discovered that the extra money is not getting applied to the balance. Instead they are allocating it towards the following month 's payment. I contacted Nelnet about this in XXXX of 2017, sayin g that I wanted my extra money to be applied to my balance, not to advance the due date of future payments. When I went to make a payment today ( XX/XX/17 ), I noticed it had n't changed. I contacted them again and was told that my request to not advance the due date was denied on XX/XX/17 . I was told the due date was going to continue to advance and that it should n't matter. I was told I could apply again, but it would probably be denied a second time. So borrowers have to make a special application to request that their extra payments be allocated properly, and that the servicer can deny them and basically say " tough luck. ''
Company Response: Closed with explanation
2017-05-31
Lafayette Hl, PA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2017-05-31
Shulerville, SC
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
Complaint: Nelnet bought out the company that issues/holds student loans in the state of SC. When they bought out the company, they had an old address and phone number for me. Any auto debits that were set up with the old company did n't transfer to Nelnet. The y ended up having me as 90 days past due when I had no idea that they owned my loan now. I called to settle this once I saw it on my credit report, and they had no problem giving me a forbearance and bringing me current, but refused to remove the hits on my credit ( which was XXXX separate loans ) because they said they sent letters and call ed ( even though they had the address and phone number wrong ). I 'm a veteran and am trying to secure a VA loan for a house, and this hit to m y credit score is making it difficult.
Company Response: Closed with explanation
2017-05-30
Sierra Madre, CA
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: As a XXXX that qualifies for {$17000.00} in loan forgiveness, I attempted to call my lender several times to discuss adjusting my payment plan or making a lump sum payment on the remainder of my loans that will follow the forgiveness. There are not any options to speak with a representative through the phone, and after sending several emails over a two mon th span, I have yet to receive any response to my questions and concerns. The agency has continued to send automated messages threatening my credit, while ignoring every attempt I have made to contact them.
Company Response: Closed with explanation
2017-05-30
Apache Junction, AZ
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
2017-05-30
Grosse Ile, MI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: On Tuesday XXXX XXXX , 2017 , I phone d Nelnet, my federal student loan provider, to get information regarding a loan forgiveness program. I expected to speak to any number of their loan counselors after providing my birthdate and last 4 digits of my SS # as I have done countless times before. Not this time. The first question was " are you interested in a loan forgiveness program? '' That struck me as strange but I pressed 1 anyway. I was asked a few simple questions. What was the total of my debt. Am I current or in default with payments. I was then transferred to someone else who could verify if I qualified for the forgiveness program. Of course I qualified with a three month application fee of over {$190.00} over a course of three months.
The issue I have with this is that I called a federal loan provider, Nelnet by the number they have listed on their billing sheet XXXX . Unacceptable.
Company Response: Closed with explanation
2017-05-29
Ocean City, MD
Struggling to repay your loan
Student loan: Federal student loan servicing
Can't get other flexible options for repaying your loan
Complaint: NELNET Obstruction of Income-Based Repayment Application : In XXXX XXXX after becoming unemployed, I made application for income-based repayment plan for student loans serviced by both XXXX and NELNET in coordination with the DOE income-based repayment application web portal ( See attached ). XXXX approved the application but NELNET obstructed the application because it claimed it did not participate with DOE 's electronic process ( See attached ). The electronic application was downloaded from the DOE web portal and mailed to NELNET with supporting documentation. I did not hear back from NELNET for some time and when I contacted them in XXXX XXXX I was informed that my loans were in default and no longer handled by NELNET. I would need to contact XXXX XXXX for loan rehabilitation. I incurred a {$10000.00} default fee sometime between XXXX XXXX and XXXX XXXX because NELNET obstructed my application. My NELNET rehabilitation started in XXXX XXXX . How can the very same income-based repayment plan application properly coordinated through the DOE web portal be accepted by one servicing agency and rejected by another. Something is terribly wrong with this process and should be thoroughly investigated. Request your assistance in removing these default fees and obtaining the same income-based repayment plan approved by XXXX .
Company Response: Closed with explanation
2017-05-27
NH
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Problem with customer service
Complaint: I have submitted documents to apply for an income-driven repayment plan 4 times. The company keeps replying they ca n't read the documents I sent ( they were scanned and sent in two different formats. ) The last time I submitted paperwork they replied Asking for a document I already submitted. They keep delaying my application in order to add more interest to my debt. All the documentation was properly submitted, and I have the emails to prove it. Nelnet is maliciously delaying the process.
Company Response: Closed with explanation
2017-05-27
Ashland, KY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: Became XXXX and could n't repay. Due to a rule that a XXXX person must have review date longer than 5 years on their case. Mine is 3 years. I 'm XXXX XXXX and receive XXXX payments from the federal government. If a person on XXXX XXXX and they have a XXXX XXXX or XXXX it should n't matter the review length.
Company Response: Closed with explanation
2017-05-27
Northbush, NY
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
2017-05-26
Chestertown, MD
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Company Response: Closed with explanation
2017-05-26
Scottsdale, AZ
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: To Who m It May Concern, I have an account with Nelnet Student Loans ( Federal ) I recently had an informative phone conversation with a representative of Nelnet and was explained why I had late payments reported on my credit report. I was under the impression that a notice of payment due was being sent to my mailing address and that I would contacted via email as well. However, this notice did not arrive until XXXX XXXX , over 60 days after I had a payment due. As a result, the late payment was reported to my credit score.
On top of that, my email and phone number were not updated with Nelnet Thus, I was not receiving any communication. ( I have since updated both my phone number and email address ).
Company Response: Closed with explanation
2017-05-26
Camp Springs, NC
Incorrect information on your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Account information incorrect
Company Response: Closed with explanation
2017-05-26
Wann, OK
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are being handled
Complaint: My story involves the Student Loan Servicer Nelnet, and repeated Fraud that I believe occurred on numerous occasions within a 9 month period. Let me note at the outset that the problem was finally fixed after 9 months just recently, and this is because they had so much documentation in front of them that they could no longer raise issues with my account. Let me explain.
My name is XXXX XXXX, and am in the XXXX XXXX stage of my XXXX in XXXX at the University of XXXX XXXX and have been since Spring XX/XX/XXXX ( and have been enrolled since Fall XX/XX/XXXX). While in that stage I have been taking XXXX credit hour per semester. However, because I am XXXX XXXX XXXX that one hour still counts as Full Time for up to XXXX semesters. Unfortunately my school does not automatically count it as Full Time until I give them a form once a semester ( which I turn into them around XX/XX/XXXX/XX/XX/XXXX ). Every year I consistently fill out the form, and then call Nelnet up to ensure that they have received it and for purposes of servicing my student loans have me properly listed as Full Time.
So every year around XX/XX/XXXXI get notices from Nelnet stating that my student loans are due within a few months, and that I must prepare to make payments ( due to the 6 month grace period always being in effect ). Then around late XX/XX/XXXXtoXX/XX/XXXX I always tell them to issue a 60 day hold or deferment on my account so that I can get the half time status fixed to full time in the meantime. This has been something I have consistently done for years now, and it plays like a broken record. I should note before continuing that I had XXXX groups of subsidized student loans, and XXXX group of unsubsidized. The unsubsidized I paid off inXX/XX/XXXX ( all except {$1.00} of it due to accrued interest ).
Afterward, something very interesting happened. In XX/XX/XXXX, for the very first time, I received notices that payment is IMMEDIATELY DUE and that I must begin to make payments or else they will report me to the credit agencies. In fact, they stated that I already missed a payment. What happened to that 6 month grace period, I wondered? To say I was nervous about why this was happening is an understatement. Eventually I discovered something very odd : Nelnet had my XX/XX/XXXX Fall semester listed as half or part time. In other words, my 6 month grace period was already used up. I wondered how I did not notice this inXX/XX/XXXX, but really could not come up with a satisfactory answer for it. In fact, all I could think over and over to myself is that it was simply impossible that this was an issue before as I certainly would have noticed Nelnet telling me before I missed a payment. I really could n't understand how it had gotten changed, and so I went to the appropriate administrators at XXXX and got a signature from them stating that I was in fact full time in Fall ofXX/XX/XXXX ( their own record stated as much ), and attached it to my account page on Nelnet in early XX/XX/XXXX. Problem solved.
Or so I thought. I kept calling inXX/XX/XXXX XX/XX/XXXX, and XX/XX/XXXX wondering when my account would get fixed. They always kept telling me that it would likely get fixed within a week or two, and to simply check back later. After many calls I eventually find out something that shocked me : they are now telling me that my FallXX/XX/XXXX semester is listed as part time. Before I had made absolutely sure from multiple representatives on the other line that Fall XX/XX/XXXX was the only semester that I was listed as part time ( after repeatedly asking them ). In fact they stated, in the calls in XX/XX/XXXX, that my Fall XX/XX/XXXX semester was indeed fixed. But now I had aXX/XX/XXXX2013 issue. So please follow my logic here. 1 ) I did not hear incorrectly from them what they told me multiple times was a Fall XX/XX/XXXX issue. 2 ) If I had an issue for an earlier semester, they would have mentioned those FIRST because THOSE semesters took away my grace period, not the Fall XX/XX/XXXX semester. 3 ) That they did not do this clearly shows that Fall XX/XX/XXXXbeing listed as Part time was a NEW ISSUE introduced to my account in Spring ofXX/XX/XXXX. 4 ) What I suspected was a new issue but could not prove in Fall XX/XX/XXXX with respect to my Fall XX/XX/XXXX semester I now had proof with the Fall XX/XX/XXXX being listed as part time.
To say I was furious was an understatement. I accused Nelnet of fraud multiple times. I was suggesting that they were trying to take away my grace period and force me into earlier payments. They stated to me multiple times that they have no capacity to change records on their own. Repeatedly they pointed to the XXXX XXXX XXXX or whatever its called, and suggested that they only change records based on what my school reports ( they have a man or woman named the " robot '' who changes it ). I blasted them repeatedly for making that suggestion, stating that this issue with respect to either of those semesters never existed before this year, and that no administrator of a school would make the effort to retroactively change a students records from years ago. Of course no nelnet representative ( except one ), never mind the supervisors, would listen to what I was saying and take me at my word, always implying that this issue always existed or that they have no control over it. In fact, both supervisors I spoke to on two separate occasions were the least helpful of the lot, and implied that I was somehow stupid ( for not noticing this before, as if the issue existed longer than simply this year ).
So they suggested inXX/XX/XXXX that I simply get another signature from the administrators. I refused to do this given that I was not on campus ( or in the State ) and did not want to go through the hassle of doing something I should not have been required to do. I asked instead that they call the administrator herself and get the answer that way. They agreed with this solution. I called the administrator and told her of the situation ( including the letter she signed last semester ). She then notified me that XXXX had me listed as Full time in every semester I was enrolled. Which made me curious indeed, and reinforced my belief t
hat Fraud had occurred with my account. Unfortunately, I found out weeks later that after one
attempted call they never again made any attempts to contact the administrator ( only because of my many calls back to Nelnet ) Here I was in early XX/XX/XXXXand already I was getting the same kind of notices about payments being due soon ( with dates listed for when payment is due ). Of course for all these months this issue made me very nervous and was on my mind constantly. Finally I get in touch with the school administrator again myself after repeated attempts, and after a few weeks of delaying her own response to this she finally drafts a notice stating that I was full time not only in Fall XX/XX/XXXX, but also every semester up to Spring XX/XX/XXXX ( due to another issue my Spring XX/XX/XXXX was also accidentally changed to half time after initially being listed full time, but this is irrelevant to the story ). She sends this over to Nelnet, and then I decide to wait just a little over a week and a half.
I call them back and find out that they had failed to fix the issue with respect to my Fall XX/XX/XXXX. They fixed my Fall XX/XX/XXXX, but not my Fall XX/XX/XXXX. Of course I was not pleased. So the representative said he would write an email about my Fall XX/XX/XXXX to the people who fix records. It was then I had a hunch. I knew that they fixed my Fall XX/XX/XXXX, but wondered if they had changed something else in my record. So I ask the representative if there were any other semesters where I was listed less than Full time. Keep in mind this was a question I always asked almost every time I called.
Bombshell : he was telling me, and kept telling after I repeatedly asked him to make sure what he was saying was correct, that my FallXX/XX/XXXX, Fall XX/XX/XXXX, and FallXX/XX/XXXX were also listed as Part time. So I told him what I was saying all along : someone at Nelnet is XXXX with my account, and for them to continue suggesting that it was the National student loan database was a Lie. First they took away my Fall XX/XX/XXXX then when I fixed that it became my FallXX/XX/XXXX, and then my Fall XX/XX/XXXX ( AGAIN ),XX/XX/XXXX, and XX/XX/XXXX. But this time they had nothing to hide behind. The letter the administrator sent listed EVERY SEMESTER I WAS FULL TIME separately, and they had no choice but to fix it. Finally the issue was fixed within a week.
Company Response: Closed with explanation
2017-05-24
Oxford, GA
Dealing with your lender or servicer
Student loan: Private student loan
Need information about your loan balance or loan terms
Complaint: I have been trying to obtain information on how to remove co-borrow from the loan, ( XXXX ) per the request of my co-signer since the middle of XXXX of XXXX ( XXXX ) with no success. Per my conversation with the CSR they did not have a detailed history of my account and would have to submit a research request to Nelnet for further information. On XXXX XXXX I received an email only contains a list of my transaction history from XXXX loan disbursement {$8800.00} to current balance of {$7800.00 } ( whi ch brought up another concern of why my paying for an XXXX XXXX dollar loan 15 years later. I have not received the requested information yet and no answers of the process. I have been the sole payee of this loan from d ay one
Company Response: Closed with explanation
2017-05-24
North Tunbridge, VT
Dealing with your lender or servicer
Student loan: Private student loan
Problem with customer service
Company Response: Closed with explanation
2017-05-24
Barre, VT
False statements or representation
Debt collection: Private student loan debt
Impersonated attorney, law enforcement, or government official
Company Response: Closed with explanation
2017-05-23
Hack, NJ
Dealing with your lender or servicer
Student loan: Private student loan
Keep getting calls about your loan
Company Response: Closed with explanation
2017-05-23
Wrentham, MA
Struggling to repay your loan
Student loan: Private student loan
Can't get other flexible options for repaying your loan
Complaint: I have been dealing with a company called nelnet. I have applied for loan forgiveness. I have submitted the aplication 3 times. Every time they have denied the application. Even though I have provided the required documentation. They wait exactly 45 days and then deny it. They send me a letter asking me to submit something else. This company is garnishing my XXXX XXXX XXXX benefits as well as my federal tax return. This is been going on since early XXXX . They attempted to notify me back in XXXX . I was in XXXX XXXX hospital in XXXX XXXX . I was also XXXX XXXX XXXX for several weeks. I did not have a chance to respond to the garnishment letter. Nor did I receive it. They are refusing to stop the garnishment. Every time I call I get different answers. I have made several reasonable attempts to work this out with them. However they refused to do so
Company Response: Closed with explanation
2017-05-23
Ft Wayne, IN
Dealing with your lender or servicer
Student loan: Private student loan
Problem with customer service
Company Response: Closed with explanation
2017-05-23
Warren, RI
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Company Response: Closed with explanation
2017-05-23
Williamston, MI
Dealing with your lender or servicer
Student loan: Private student loan
Keep getting calls about your loan
Company Response: Closed with explanation
2017-05-22
Staten Island, NY
Dealing with your lender or servicer
Student loan: Federal student loan servicing
Received bad information about your loan
Complaint: My student loan servicer Nelnet told me that I qualify for a lower payment, but that I can not receive it on the upcoming payment, because it requires giving me 30 days notice to change my payment and that it would create too much hardship for me to only give me 15 days notice, even though it drops my payment by roughly XXXX dollars. The background to this is that I sent in my forms for income driven repayment on XXXX XXXX , because they told me they were due then. After 2 weeks Nelnet told me that they could n't see the documentation. I called them and they told me it was due to lighting. ( the documents do n't appear to have a lighting issue on my end. ) Further I was informed that the documents were n't actually due yet, but no one had actually given me a due date as to when they were due. In good faith I sent them updated tax documents and the form again electronically signed on XXXX XXXX . On XXXX XXXX they emailed me telling me that they could not process the documents because the new Income driven repayment plan form was not signed. I called them and they informed me that they do not accept electronic signatures. I printed off a copy signed it and sent back multiple copies to ensure they 'd have the paperwork they needed on XXXX XXXX . I also called them and they informed me that if they could process the paper work that I could still qualify and get the income driven repayment amount that i qualify for by the XXXX date. I called them on XXXX XXXX to see how the application was coming along. They informed me that it was processed and that i qualify for a {$440.00} payment but that it could not go into effect until XXXX and that I had to pay the higher amount currently due because " they cant change the amount due, within 30 days of a payment because it will provide too much hardship on me '' - XXXX When I asked them for a confirmation number for the call they refused to give one stating they do n't do that. However on a previous call on XXXX XXXX they were willing to give one " XXXX ''. They informed me that all calls are recorded and that the current call on XXXX XXXX was being recorded.. Nelnets job is to process the documents, just because it takes them an extended period of time, or because they have trouble either enlarging or viewing imaging for some reason, does n't mean the burden should fall on me. In good faith I sent my documentation multiple times per their request. They only seemed to accept documentation after it was already too late. When I asked them if they were intentionally trying to push the documentation to be late they laughed, said no and said that they wished they were. As some one whose well versed in the banking system this seems fraudulent to me. Further to use a rule made to protect consumers, about sending about billing 30 days in advance, in order to push for a higher payment seems unscrupulous, deceitful, and highly unethical.
Company Response: Closed with non-monetary relief