NELNET, INC

2016-03-23

Washington, DC

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I am on an IBR plan. I recently changed jobs ( I am now earning less than before ), and emailed recalculation paperwork to adjust my monthly loan payment relative to my new salary. I sent the paperwork in on XXXX XXXX, XXXX. When I did not receive an email confirmation that my paperwork was received, I sent it two more times : XXXX XXXX and XXXX XXXX. On XXXX XXXX, I called Nelnet to confirm receipt of my paperwork. The Nelnet representative confirmed my paperwork was received on XXXX XXXX and that all information necessary to process the recalculation was in the system. When I asked for a confirmation email that the recalculation would be applied to my XXXX bill ( my payment due date is the XXXX of every month ), I was told that it " probably would be '' but he could not confirm because their paperwork processing department is so backed up and they were still processing paperwork received on XXXX/XXXX/XXXX. ( Note : During my annual renewal process in XXXX of XXXX, I was told by a representative that their paperwork processing time is 30 days. ) I then asked to be escalated to the manager. The manager told me they could expedite my paperwork so it would be processed in 3-5 days, but they could not confirm that it would be applied to my XXXX payment. I then asked to speak with her manager. Her manager told me that he could not confirm that the recalculation would be applied to my XXXX payment, and also that expediting my paperwork was also not an option. I then asked to speak with his manager, at which time I was sent to the Resolution Department. XXXX in the Resolution Dept told me that they would not confirm the recalculation would be applied to my XXXX payment because " while there is a 30 day processing time, we require an additional XXXX days to apply the changes to your account. '' I then asked XXXX to verbally confirm that while their policy states 30 days of processing time, they also have an additional 3-5 days processing time. She confirmed this was the case, which was not consistent with what I had been told in XXXX XXXX. I asked XXXX to email me this in writing, which she declined to do. I asked for her contact information, which she declined to provide. After asking why there was no way to contact her directly, she gave me her telephone extension. I then asked to be transferred to her manager, which she declined to do. After more discussion she agreed to send me to her manager 's voicemail, but then she hung up on me. All of this took more than 30 minutes. I simply would like to have my paperwork processed within the 30 days I was told it would be, and have my XXXX payment reflect my new salary.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-22

Fort Wayne, IN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about my loan
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-22

Lewiston, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Complaint: The XXXX form for 2015 included capital interest whereas prior year XXXX forms did not. I contacted Nelnet 's customer service several times to try to understand the change in reporting methods with no resolution. I have also requested a current amortization schedule of loan payments remaining on the loan, which has not been responded to. In general I 'd like to see how my payments have been applied to the loan, including several payments made directly to principal so that I can confirm they have actually been applied as expected.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-19

Rosenhayn, NJ

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-03-18

Austin, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I need to submit yearly income documentation to my student loan servicer, Nelnet, to recalculate my income based repayment. Nelnet told me I had a specific deadline by which to complete this. However, they had set a different, earlier deadline, which if I had not submitted by then, they would switch me to a standard plan and capitalize all of the accrued interest. I know that switching from IBR will capitalize interest -- however, I submitted the required documents by the deadline they told me. But they had capitalized my interest a few weeks before that.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-18

Smoke Rise, GA

Communication tactics

Debt collection: Federal student loan

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-17

Robertsdale, AL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-03-17

Kansas City, MO

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I was told this XX/XX/XXXX that my Income based repayment plan would continue as long as I provided my tax information each year. Which I 'm sure I read when I started the XXXX many years ago. However I was never told what my calendar year anniversary was, or a specific date. Rather that I had just to provide my tax info once I had it. Now I realize that each year they 've added interest to my principle while I waited for my tax info to arrive and then to file it. The representative at Nelnet never stated a specific date but just a general statement, He said " once you 've got your tax info turn it in to us to continue with the XXXX ''. I 've just been told today by another representative at Nelnet that my XXXX lapsed for a period and over {$3000.00} has now been added to my principle and there 's nothing that can be done about that.That 's equal to or more than I will make in payments ... I can only guess that this has happened each year and they just gladly applied that to my principle but never called me to state if we do n't get " X '' information by this date you will get booted from the IBR. This is a terrible and deceptive business practice.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-17

Shulerville, SC

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-15

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-03-15

Phoenix, AZ

Can't repay my loan

Student loan: Federal student loan servicing

Can't get flexible payment options
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-15

TN

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-14

Newark, NJ

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-14

Coeur D Alene, ID

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: Back in XXXX I went into the student financial aid office at XXXX XXXX in XXXX Missouri. I was in the XXXX. College and handed over approximately {$3600.00} in cash to the receptionist and was issued a receipt. After several moves over a XXXX period I lost the receipt. As of XX/XX/XXXX I received a collection notice from be able to ask the U.S. Department of Education for student loan forgiveness. My doctor completed paperwork and I mailed it all in. See the attached forgiveness letter. My account number with Nelnet is XXXX and my SSN # is XXXX. I am XXXX years old now and just survived XXXX. I am living in XXXX housing and am on XXXX income. I fear that these folks from Nelnet will not stop in their efforts to collect on this spurious balance and if they succeed, will take away needed monies for me in paying for rent and food. It will place me into homelessness and sure death. I ask that your agency investigate and stop this action against me and issue me a written letter of the resolution for me of this personal crisis.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-14

Brooklyn, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I, XXXX XXXX, am the cosigner on a Nelnet Parent Plus loan that my father took out for my brother who was a student at the time. My brother graduated from XXXX University in XXXX 2015 and the first loan payment was due XXXX 2015. My brother had been making consistent payments on his loans and each time he called, he confirmed the full loan balance. As a consequence, my brother, his father and I believed that we were making payments toward a consolidated loan balance that included the amount of the Parent Plus loan. We have come to realize that this was not the case after I received a negative comment on my credit report stating that I have failed to be current on a credit/loan account. When any of the parties to the loan call to find out what the responsibility is, the representative does not share any information on this loan unless you ask them specifically about any loan where there is a cosigner. This makes it very difficult to know my responsibility as a cosigner and has hurt my creditworthiness.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-14

MN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: Today [ XXXX/XXXX/XXXX ] I made a phone to Nelnet & spoke to a Nelnet Representative [ " XXXX '' ] to help supply me with clear answers in addressing some of my concerns.XXXX answers did not correspond to much of the information provided on the website. XXXX 1A ] - WHAT IS THIS 3 YEAR 'PROBATION '' PERIOD & WHY IS THE SUCH EMPHASIS PLACED ON THE POWER TO REACTIVATE THE 'DISCHARGED '' LOAN? IF THE LOAN IS TRULY & LEGALLY DISCHARGED ; WOULD N'T I RECEIVE FORM XXXX? THE USE OF THE WORD, " DISCHARGE '' IS MISLEADING & DISTORTED. * THE TELNET REPRESENTATIVE [ XXXX ] EXPLAINED THAT THE DISCHARGE THAT IS REFERRED TO ON THEIR WEBSITE INFORMATION IS NOT A FINAL [ REAL? ] DISCHARGE. IN THE EVENT THAT IT WAS " THE FINAL DISCHARGE '' ; I WOULD BE SENT FORM XXXX. * " If I 'm subject to a 3-year post-discharge monitoring period, what will happen during the monitoring period? '' 1B ] -IF I 'VE BEEN XXXX FOR A PERIOD OF GREATER THAN 3 YEAR TIME PERIOD ; WHY CA N'T I PRESENT A PRINT-OUT OF MY BANK RECORDS & TAX STATEMENTS OF THE PAST 3 YEARS TO PROVE THAT I 'M IN & HAVE BEEN IN COMPLIANCE OF THIS CRITERIA THAT NELNET [ THE US DEPARTMENT OF EDUCATION ] INSISTS ARE NECESSARY TO JUSTIFY THIS " ALMOST '' DISCHARGE PROBATION PERIOD? * XXXX ] -WHY DOES NELNET [ A.K.A.- THE XXXX DEPARTMENT OF EDUCATION ] ONLY RECOGNIZE MY XXXX IN XX/XX/XXXX WHEN NATIONAL & STATE AGENCIES HAVE RECORDED MY XXXX IN XX/XX/XXXX? IS THE US DEPARTMENT OF EDUCATION MORE MEDICALLY QUALIFIED THAN THE MEDICAL PROFESSIONALS REPRESENTING THE NEW YORK STATE DEPARTMENT OF HUMAN RESOURCES & THE DEPT OF SOCIAL SECURITY XXXX, IN ADDITION TO MANY PRIVATE SPECIALISTS & PHYSICIANS IN THE ABILITY TO DIAGNOSE & MAKE AN ACCURATE DETERMINATION IN REGARD TO MY XXXX? THIS MEANS THAT ANY MONEY THAT WAS GARNISHED FROM ME-BEFORE THE APPLICATION OF XXXX WAS DOES NOT HAVE TO BE RETURNED ... * " What happens if the Department approves my XXXX discharge request? " Link : XXXX 2A ] - WHAT RIGHTS/AUTHORITY/EXPERTISE/QUALIFICATIONS DOES THE US DEPARTMENT OF EDUCATION TO PARTICIPATE IN THE PROCESS OF DETERMINING AN INDIVIDUAL 'S XXXX? I ACCORDING TO NELNET, THE DOCUMENTATION PROVIDED BY THE DEPT OF SOCIAL SECURITY ADMINISTRATION IS NOT ENOUGH-AS THESE RECORDS ARE REVIEWED BY NELNET [? ] & THEN FORWARDED TO THE US DEPARTMENT OF EDUCATION FOR THEIR REVIEW. * What should I do if I want to apply for a XXXX discharge? Link : XXXX 3 ] -WHY DOES THE NELNET WEBSITE PROVIDE CONSUMERS WITH FALSE INFORMATION? " Finally, we 'll contact your loan holders and instruct them to suspend collection activity on your loans for a period of up to 120 days. This means that during the 120-day period you will not be required to make payments on your loans. '' * I WAS TOLD ON THE PHONE BY THE NELNET REPRESENTATIVE THAT THE GARNISHMENTS WOULD & LEGALLY COULD BE CONTINUED. NELNET COULD DO NOTHING TO ADDRESS OR PREVENT FUTURE GARNISHMENTS. I WAS TOLD THAT NELNET WOULD NOT SPEAK TO MY LOAN HOLDER [ THE DEPARTMENT OF EDUCATION ] I WAS INFORMED THAT IT WAS UP TO ME TO SPEAK TO THE DEPARTMENT OF EDUCATION [ MY LOAN HOLDER AT XXXX ] IN ORDER TO ATTEMPT TO STOP THE GARNISHMENTS. THIS LATEST NEW INFORMATION SEEMED TO STRONGLY IMPLY SOME ADDITIONAL ARRANGEMENT & PROCESS OF APPLYING FOR A " HARDSHIP '' WITH MY LOAN HOLDER. * " Discharge Processing/How long does the XXXX discharge application process take? / Our review of your XXXX discharge application typically takes less than 30 days to complete. THE RESPONSE OF THE NELNET REPRESENTATIVE [ XXXX ] WAS THAT COULD REQUIRE UP TO 120 DAYS TO REVIEW THE CASE & PROCURE THE ANSWER AS TO WHETHER YOU QUALIFIED FOR THE " FAKE '' [ NOT FINAL ] DISCHARGE. DURING THIS 120 DAY REVIEW TIME FRAME ; THE DEPARTMENT OF EDUCATION IS STILL FREE TO GARNISH MY XXXX PAYMENT UNLESS OTHER ARRANGEMENTS HAD BEEN MADE.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-11

Lenzburg, IL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: All of my student loans have been discharged so all " open '' or " closed '' balances should be XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-11

Citrus Heights, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-03-10

Temperanceville, VA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: To whom it may concern : My name is XXXX XXXX and in XXXX XXXX I went to XXXX XXXX XXXX ( XXXX ) XXXX to inquire about information regarding financial aid. I was directed to fill out a FAFSA application, which I did. The office told me I was eligible for around XXXX in financial aid. I asked them if it has to be repaid because I told them if it was a loan I wanted no part of it and I was told " No '' At the end of the semester I had money left over and I went back to the office to tell them this and ask them what to do with this and I was told " It is yours to do with as you please '' I again asked them if this had to be repaid and I was told again " No '' I went back to XXXX the next semester and I was not eligible for anymore financial aid, so I paid for my classes out of pocket. On XXXX/XXXX/XXXX I received a call from Nelnet telling me I was 33 days past due on my student loan. I told them I did n't have a student loan it was financial aid and I was told this did n't have to be repaid. They informed me that it was a student loan and it had to be repaid. I asked them for information they had about this and I was told to go to XXXX and talk to them. On XXXX/XXXX/XXXX I went to XXXX with my father and spoke with XXXX XXXX a financial aid advisor and explained what had happened and she printed out these forms that said Direct Loans on them ... this was the first time I had seen these and told her I did not fill out or complete any loan application as I told them form the beginning I did not want a student loan. Now I 'm in a situation where I will not go back to XXXX due to their deceptive nature and I am being harassed by Nelnet demanding money I do n't have based on the misleading information I received from XXXX. I am asking for any help you can give me with this as they will not help me in any way at all. Please feel free to call me at XXXX or email me at XXXXXXXXXXXX with any questions Thank you XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-09

Watkins, CO

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: XX/XX/XXXX I attempted to payoff my student loan with Nelnet. I contacted them for a remittance address. I was given the wrong address and my remittance ended up with the Department of Education in XXXX. When this problem was discovered, I contacted Nelnet. I was told by the customer service people that my loan would be put in forbearance and not accrue interest as it would take some time for the refund from the Government. It was their mistake to give me the wrong address. The money was finally remitted and I again tried to payoff the loan in XX/XX/XXXX. Nelnet received the payoff on XXXX XXXX, XXXX. They are now claiming I owe more that {$1400.00} in interest, I do n't think I should have to pay interest because of their mistake. I did discuss this with several managers. The last one claimed I had been notified that the loan was still accruing interest. I have attached a listing of the correspondence from Nelnet. As you can see I was not notified of anything! I received my XXXX from the University XXXX XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-09

West Newfield, ME

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-07

Washington, DC

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: Yes Timely Response

2016-03-07

Bloomington, MN

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Complaint: I have been XXXX for the last three years therefore i have had multiple student loans my concern and confusion is as to why my loans each semester are separated into multiple accounts if i 'm withdrawing a balance from the federal government for education why is n't it reported as on account in the process of pursuing my degree i'e had to take time off to work to manage bills and debt due to that happening is caused my loans to report as not deferred for a 12 month period causing my credit score to drop at least XXXX points because the student loans report as multiple balances instead of just XXXX as well as multiple late payments now i 'm unable to be approved for an fha loan for at least a year while i wait for my score to go back up what can be done to bundle the balance for student government loans?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-07

Knoxville, TN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Complaint: I was in forbearance and they are reporting 90 days delay in my credit report
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-06

Grosse Ile, MI

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I 've been paying a student loan since XX/XX/XXXX. The original total loan amount on XXXX/XXXX/XXXX was {$17000.00} ( {$5800.00} & {$11000.00} ). I was consisted through XXXX XXXX had some financial issues, my loan went into default, corrected that and by XX/XX/XXXX was paying my loan consistently. Throughout my loan repayment, more money has been going towards interest than the principal. Prior to default in XX/XX/XXXX, I paid a total of {$7500.00}. After default, my balance was {$14.00}, XXXX. Payments from XXXX through XXXX has been {$6000.00} and my outstanding balance on XXXX/XXXX/XXXX was {$14000.00} prior to a {$200.00} payment. After this payment my balance is now {$14000.00} more than it was after my default in XX/XX/XXXX. Only {$60.00} went towards my principal. Please help me get out of this situation. I 've paid a total of {$15000.00} towards my student loan already and getting nowhere. It 's been 10 years of XXXX, and despite unemployment, divorce, salary cuts, and now a child in college my loan is still not paid because Nelnet is not distributing most of the payments towards the prinicipal. If you look at the documents attached of screenshots, for some month nothing goes towards the principal or like last month only {$1.00}. Please help me, I work as a teacher, my salary has been slashed or frozen for the last 5 years, and currently XXXX and now have a son in college. I have XXXX a total of 3 years at a XXXX. I 'm also very worried about saving for my retirement. This has been never ending and worrisome. During my default, I filed a complaint to CFPB and received assistance and would like assistance for this issue which contributed to my default.
Company Response: Closed with explanation

Disputed: Yes Timely Response