NELNET, INC.

2017-05-09

Greenwd, IN

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

2017-05-09

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2017-05-09

Santa Monica, CA

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
Complaint: I was marked 90 days late 4 times by Nelnet this XXXX of XXXX . I had placed the account in forbearance when my car was totaled from a major car accident in XXXX of XXXX . I had sustained injuries and had to be transported to the ER during my accident. My son and I was out of a car for months. However, I signed off on a new plan called " Pay As You Earn. '' I was told I can make payments based on how much I made that month. The representative told me that 's how the program works. So, I made payments when I could and they knew my situation. I had no idea I was in violation until XXXX XXXX . Not once was a notice sent to my house. Anyhow, once I received the email alert that m y credit score has changed ( I belong to a credit monitoring service ), I logged on and saw my score was knocked down from a XXXX to the XXXX 's. My heart just stopped beating all together. I called NelNet the very next day and the representative explained the situation. I paid the past due immediately. I was told the only way they will delete the late payments is if I was in the military or if I was in school. I am a military veteran but was not in at that time nor was I a student. So, being in a major accident and sustaining injuries is not a valid reason? Even though you clearly have proof??? Anyhow, here we are today and I have gotten nowhere with the creditor ( NelNet ) nor the credit bureaus. I wrote a 2 p age letter and attached supporting docs ( proof ) and even my lawyer got involved. No one XXXX XXXX XXXX and I served this country so, they can proudly keep their jobs in freedom. It 's like I do n't even exist. What I do n't understand is how am I marked that many times in the first place? I am just lost.
Company Response: Closed with explanation

Timely Response

2017-05-09

Boqueron, PR

Incorrect information on your report

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

Account status incorrect
Complaint: I have made several attempts recently on XXXX XXXX XXXX , the student loan was transferred and its being paid with XXXX and it appears in my credit NelNet with a default loan which hurts my credit.
Company Response: Closed with explanation

Timely Response

2017-05-09

Clarksville, TN

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-05-09

Bronx, NY

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

2017-05-08

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with monetary relief

Timely Response

2017-05-08

Murray, UT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: Nelnet in formed me on XXXX / XXXX / XXXX that I had a past due payment needed but I did not review the message until XXXX / XXXX / XXXX . I have auto-payment set up with Nelnet and my XXXX payment was coming out of my account on XXXX / XXXX / XXXX of {$270.00}. I figured I would pay 1 extra payment on XXXX / XXXX / XXXX of {$270.00} to bring my account current. Due t o Nelnet 's we bsite ( lag, freezing up, etc ), I accidentally made 2 ex tra payments of {$270.00} totaling {$550.00}. Once I noticed what happened in my bank that a total of {$830.00} came out from " Dept of Education '' aka Nelnet, I freaked out. I imm ediately called Nelnet 's customer service on XXXX / XXXX / XXXX . The initial customer service rep confirmed he saw what I was talking about and th at 1 extr a payment of {$270.00} was in fact processed. He then transferred me to a " solution '' rep for a refund. The solution rep was rude and told me the Department of Education would not refund my money even though my account was current and the extra payment of {$270.00} was a mistake. I asked if it could be added to my XXXX XXXX payment and she said no, that because I made the payment within XXXX 's pay period, it would just be extra for XXXX . I have a XXXX XXXX XXXX infant who needed that {$270.00} this month and I expressed that to th e Nelnet solutions rep. She said, " Department of Education does n't care. We will not refund. '' This is extremely poor business practices by Nelnet. They are taking money from hard-working peopl e who need it even when their accounts are paid current.
Company Response: Closed with explanation

Timely Response

2017-05-08

Murray, UT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: My husband was given the advice to submit paperwork via EMAIL to XXXX XXXX XXXX . He was asked to include his XXXX tax returns which includes my social security number, My XXXX children 's ' social security numbers and his social security number. In the title he was to provide his social security number and his full legal name. IE XXXX XXXX XXXX . ( not real number s or names ) In addition to the application that was required to submit the income based repayment plan. I called the customer service team and verified that this was standard language that people " XXXX '' submit these with this information. And that using an UNSECURE method such as email is an acceptable form. They then proceeded to tell me that if I do n't feel comfortable I can submit via fax or online. Both of which are much more secure My complaint is that the advice NelNet servicing is giving to email with all of this sensitive information is setting their lendee 's into a possible risk for sniffing and having their information stolen. This is a pseudo government entity to service loans. I do not believe they are giving their customers proper advice to keep their identity or their families secure from would be thieves. Regards, Concerned NelNet Customer
Company Response: Closed with explanation

Timely Response

2017-05-08

Omaha, NE

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

2017-05-08

Land O' Lakes, FL

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-05-07

Chilhowee, MO

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

2017-05-07

Reno, NV

Incorrect information on your report

Student loan: Federal student loan servicing

Information belongs to someone else
Complaint: I have attempted to have several student loans that have been cleared or discharged by the Department Of Education. XXXX and XXXX have been notified and sent several copies of the discharge notification. The student loan that are on my credit report are not mine.
Company Response: Closed with explanation

Timely Response

2017-05-05

Colfax, IN

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: on XXXX XXXX 2017 I first spoke with customer service person once again I was not read any mini XXXX . He was extremely rude and argumentative. in the background I hear d two other women speaking about another account when I finally asked for a supervisor. He kept saying that I filled out the paperwork wrong when I try to explain that they 've been corrected he wanted to continue to argue with me. When I asked a supervisor they gave me a team lead. I wanted to speak with supervisor I was on hold for abou t five min utes never received a supervisor said I would speak with somebody higher up than the supervisor still was not given that courtesy to speak with supervisor. Did agreed to speak with the team lead. I was asking about the discretionary income clause that President Obama set up for Student Loan 's and was totally ignored they were still basing things on gross income and poverty level which had nothing to do with what I was applying and for was not helpful with me at all that perhaps maybe I was even filling out the wrong repayment option and finally offered me the forbearance for a year. I felt I had no choice but to apply for forbearance I wanted to pay on my student loan and continue making payments When I read their response my first complaint nobody told me anything about my application being approved or was given y amount of {$150.00} and matter fact i was told it would be more than I was currently set up with because of some overtime. I could not afford present payment. There is so much inconsistency as to what they 're doing that I feel that my loans and not being handled incorrectly. They are not helping. I am strongly considering hiring an attorney for these actions that have been taken b y Nelnet. I happ en to have a medical condition that I could easily try to apply for disability and perhaps even receive full disability I choose to work, I choose to pay my student loan back but these people were n't interested in that at all What they have chosen is to charge me more interest on this loan while during this forbearance. Because they would not even go over different options with me on repayment and discuss discretionary income which is very different than gross income which t hey did not seem to understand. I have contacted now nelnet in the last six week s twice and I 've been treated very rudely, not helpful, not company doing there job. At this point I would prefer to only speak with the supervisor and when I mean supervisor I do not mean a team lead an account manager or customer service person. I am looking into hiring an attorney to file lawsuit against nelnet.
Company Response: Closed with explanation

Timely Response

2017-05-05

Atl, 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

2017-05-04

Fairbanks, AK

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

Untimely Response

2017-05-04

Vancouver, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: On XXXX XXXX I made a manual payment on my student loans through Nelnet for my federal loans ( and their subsidiary XXXX for my private loa ans ). I 'm also set up to autodebit, where I selected " pay balance due '' as the payment option. To me this should clearly mean I only pay what I currently owe on my payment date but apparent ly Nelnet and XXXX prefer to set their ToS in such a way that they 'll charge me a month payment on the date regardless. It 's not clearly expressed that making payment early does n't cancel the auto debit. I 've now been charged several hundred dol lars ( XXXX by nelnet and XXXX by XXXX on XXXX ) between th e two. While initially a call rep said I would be able to request a refund of the manual payment, the resolutions department refused on the basis of both payments being authorized. Since there 's no way to make an unauthorized payment I 'm not sure what else they expected. The person I talked to literally sounded like a soulless drone. They lectures about reading ToS and were callous to the fact they may expose me to late fees and fines on other bills by double charging me. There was n o escalation beyond a voicemail I would not be guaranteed a response from.
Company Response: Closed with explanation

Timely Response

2017-05-04

N Hollywood, CA

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2017-05-04

Madison, WI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I am in a revised pay as you earn plan. The plan, as known in the loan documents, caps your repayments at 10 % of income and provides a set amount per month. For the pas t ~18 months , I have been repaying my loans without incident. Recently, Nel Net has begun assessing the payments for different groups at different times. What this has resulted in is a monthly amount that exceeds the minimum monthly payment. This should not be compliant with the purpose of the payment plan in use. What it creates is a situation where i have to pay the minimum amount and then am charged an additional repayment amount for a different group set. I do not find their explanation of this change availing. I was never assessed a separate amount for the previ ous two years that I have been repaying this loan.
Company Response: Closed with explanation

Timely Response

2017-05-03

Sierra Madre, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2017-05-03

Phoenix, AZ

Incorrect information on your report

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

Account information incorrect
Complaint: Hello, My name is XXXX XXXX . I have a Nelnet account : Account : XXXX Current Balance : {$21000.00} Past Due Amount : {$0.00} Current Amount Due : {$61.00} Payment Amount : {$61.00} Due Date XX/XX/XXXX I re-consolidated my loans after they were damaging my credit back in XXXX XXXX XXXX . I have made my payments on time since then. I thought that everything was being handled but I was n't told about a loan for {$3300.00} that I had defaulted on twice. My credit report is reporting the loan at XXXX but when I reached out to them they stated that my debt to Nelnet was at XXXX . The Nelnet account does n't list the loan! They also said I could not pay it over the internet, that I had to call and pay it over the phone. This seems extremely predatory and I will call them and work to reestablish my credit, but others like me might not be able to because of these shady practices. Please let me know if you can assist me with this. I will cooperate as much as I can. Thanks, XXXX
Company Response: Closed with explanation

Timely Response

2017-05-03

Brooklyn, NY

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

2017-05-03

Bronx, NY

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: Forced to go into forbearance due to not being able to pay monthly on loan, subsequently the interest on these loans go up.
Company Response: Closed with explanation

Timely Response

2017-05-02

Arsenal, PA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: I received a screenshot from mother of a letter she opened in the mail stating that they demand payment in full of all principal, interest and any outstanding fees. At the bottom of the letter it says call us to make payment arrangements. I called their customer service and was asked to verify my information with them which o nly 1 of the 3 contact pieces they had were correct. My address seemed to be right in their system yet I have never received any correspondence from them about my student loan. When I called I was told that the letter demanding payment in full was not true and they tried to apologize for that being sent to me and also told me they have no payment arrangement options available except for forbearance ( but only if you are a certain number of days late ) otherwise they have no other ways to assist a borrower with making payments and coming current. So basically the letter I received was not right and they had no way of pulling it up to confirm that with me. I am frustrated because no one in the company knew the differenc e between payment arrangements and forbearance when I tried to go into detail about what could be available to me. I got no help and was told to look at my promissory note ( that i signed in XXXX ) and see what options are available to me under that if any are or if my loan defaulted that it would go back to citibank and they would come after me. ( THIS COMPANIES NAME IS XXXX XXXX WHO NOW SERVICES AS OF XXXX / XXXX / XXXX XXXX STUDENT LOANS )
Company Response: Closed with explanation

Timely Response

2017-05-01

Lithonia, GA

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

Timely Response