NELNET, INC

2016-03-04

Manhattan, NY

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

2016-03-03

Reno, NV

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I XXXX with my XXXX XX/XX/2015 and am in the process of transitioning to repayment of my student loans. My student loans are being serviced by Nelnet. XX/XX/XXXX I submitted an application for a loan consolidation. At the same time I submitted the application for an income-driven repayment plan. The loan consolidation was recently completed but Nelnet did not process the IDR request. On XXXX XXXX I spoke with a representative from Nelnet about my request for an IBR plan. He advised me that the original request was not processed and they had no record for it. I looked back over application on the Direct Loans website ( XXXX ) and the IBR application was definitely submitted on XXXX XXXX, 2015. But I still have time to submit the request again so I discussed it with the representative. He wanted me to submit my current pay stubs and failed to advise me that they could use income reflected on my 2015 tax return to calculate my repayment. He also advised me that if I chose the REPAYE plan, for which I qualify, I would not qualify for the Public Service Loan Forgiveness ( PSLF ) program. ( I XXXX at a XXXX. ) I told him to start the application but that I wanted to do additional research. In the meantime he told me that he could do an administrative deferment while the application was in process but it had to be done within 30 days of my payment due date, which is XX/XX/XXXX. I had to tell him that we were within 30 days of the due date because XXXX has 29 days. He continued to argue but ultimately said that he was able to submit the request, but I doubt that he actually followed through for reasons discussed below. I did some online research and discovered that information was incorrect on both counts. I called Nelnet back and spoke with a different advisor who also advised me that the XXXX plan would not qualify for PSLF. I asked why I was receiving conflicting information and the advisor said he would ask a supervisor. When he returned he said that the information that he was working from was out of date and incorrect. He also advised me to submit my PSLF application to Nelnet. I submitted my application for IDR on the Direct Loans website because it links directly to the IRS for tax return information. The IDR application was received by by Nelnet on XXXX XXXX. I also completed the PSLF application and discovered that it should be submitted to XXXX servicing rather than Nelnet. I called Nelnet on XXXX and got a recorded message that my IDR application was received on XXXX XXXX and it was pending and could take " up to 3 business days '' to process. I called Nelnet again on XX/XX/XXXX, four business after the application was received, and got the same recorded message. I spoke to a representative and asked about the delay. I informed her that it had been more than 3 business days and asked how long it would take. She said it could take 3 to 4 weeks. I asked why the incorrect message and she eventually admitted that the message is a lie. I asked to speak to a supervisor and he also admitted that the message is misleading but said that he would submit my complaint. I then asked him about the request for the administrative deferment should have been submitted on XXXX XXXX and he said that he could see that the request was submitted properly but it was never processed and said that was " strange. '' At this point I am holding my application for PSLF but I 'm concerned that my IDR application will not be processed before my due date and that the administrative deferment will not be applied. At some point, I was also told that the previous year 's tax return could only be used until XX/XX/XXXX. I am very frustrated by the repeated and continuing failure to process properly submitted applications and I have no trust that I am receiving correct information from Nelnet.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-03

Billerica, MA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: On XXXX XXXX, 2016, I filed an application to enroll in the REPAYE payment plan. On the same day, I delivered all of the necessary supplemental materials, including proof of income, to Nelnet, the student loan servicer, through the document submission email address provided on their website, XXXXXXXXXXXX. On XXXX XXXX, 2016, I received correspondence with the subject line " We 've received your income-driven repayment plan application '' from Nelnet confirming that they had received my application. On XXXX XXXX, 2016, I received correspondence with the subject line " Your request has been received '' from Nelnet confirming that my application was received and being reviewed. Within this email, Nelnet stated " You will receive additional communication from us regarding your request within 7 to 10 days. '' No further correspondence was received within the promised 7 to 10 days. Multiple phone calls to Nelnet were unable to update the status of my application or why I had not received further correspondence within the allotted time period. A further call had to be placed on XXXX XXXX, well after the specified period of time, and a representative was able to check my application 's status, notifying me that it was still not processed. The processing and notice was not completed until XXXX XXXX, 2016.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-03

TN

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Complaint: My doctor signed a form classifying me XXXX incapable of working around XX/XX/XXXX, this is why my job the Veterans Medical Center ( VA ) where I worked retired me and pays me annuity for XXXX incapable of working. Then the same XXXX form was given to the Social Security Administration and social security pays me for being XXXX. I mailed these forms to Department of education and they still took money out of my check 10 years ago. Department of education ask for another form from my doctor and I had my doctor sign the form stating I am permanently XXXX incapable of working and mailed it to them again. I have had XXXX different doctors sign forms for XXXX and I have mailed them in and the department of education still takes money out my check. I am trying to upload you papers. I mailed NELNET hardship forms also and I have emailed NELNET forms signed by my doctor permanently disable as recently signed XX/XX/XXXX. Yet they still take money out of my check. I want all my money back from the last 10 years, I have records of all of it. I mailed the Department of education and NELNET numerous signed doctors forms stating I XXXX, Social Security Administration pays me because I gave them a doctors form stating I am XXXX and the VA pays me a XXXX annuity ( my own job ) and they still take my money.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-03

Billerica, MA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: On XXXX/XXXX/15 I issued a request through a Nelnet customer service representative to change my payment due date from XXXX/XXXX/15 to XXXX/XXXX/15 and explicitly confirmed that it would be in XXXX and not XXXX. Yet my next payment is due XXXX/XXXX/15. This is the second such occurrence where I issued explicit instructions, the student loan servicer representative confirmed the change, and a different change was made.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-02

Carol City, FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-03-02

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

2016-03-02

Moapa, NV

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: Nelnet customer service did not provide me the information I needed to avoid extra charges on my account. I called multiple times. Spent hours on the phone to avoid capitalization on my interest and paying minimum fees on my account. They never told me about when my grace period ended and that one of my loans had administrative grace period. All they tod me was my account was current and to make the payments on time. This has costs me XXXX dollars if not more in charges and interests and they would not refund my money. Every time I call for an issue it takes 2 weeks to a month and at the end another issue rises.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-02

Blackbird, DE

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I was never contacted by XXXX or Nelnet that my loans were in default. I was under the assumption that since I had recently stopped going to school, my loans were not yet due. I was never sent statements or received phone calls regarding payment for my student loan. Once I found out that the loans were in default, I was never offerred a restructuring or forgiveness for my lates. I took the effort upon finding out how dire the situation was and consolidated under XXXX. They have since paid both XXXX and Nelnet in full. All I am asking both XXXX and Nelnet to do is to remove the late payments on my credit bureau report since I was not made aware the laons were due and in default, they had an incorrect address for me, and upon finding out about the default, neither of them offerred me a restructuring or forgiveness. I have sent numerous emails, letters, and made numerous phone calls to both and they are both unwilling to work with me due to their error.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-02

Alta, UT

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-03-01

Reno, TX

Credit decision / Underwriting

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-03-01

Liverpool, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-03-01

Hon, HI

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-03-01

CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I got an email from my loan consolidator that my monthly payments are going to be changed because my " original loan servicer notified us that the amount we sent them to pay off your loans did not match the actual amount due. We have adjusted your balance accordingly. '' I did n't receive any information about which servicer sent this notification, how much my balance would be changed, etc. I paid over {$7000.00} in interest last year on student loans and my balance moved a minuscule {$1000.00} from {$110000.00} to {$110000.00} balance. Not to mention I receive no tax deductions for paying this interest.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-29

Kings Ferry, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: In XXXX 2016 I applied for income based repayment specifically Pay As You Earn on loans entering repayment through my provider Nelnet. After 20 days I called and asked about the status they stated that I did n't submit XXXX forms of proof of income which is not stated on the application for income based repayment. She told me that she would put the loans into forbearance for me so that nothing would be due until XX/XX/XXXX giving them enough time to process the application. In XXXX 2016 I receive a statement for several thousand dollars. I called Nelnet once again and was told that half of my loans do not qualify for XXXX and would be placed on a different income based repayment plan. Again she said she would put an administrative forbearance on my account so that nothing would be due until XX/XX/XXXX giving them time to process a second application that I was told to submit. She stated that my first bill would be due in XX/XX/XXXX for {$200.00}. Last Friday XX/XX/XXXX I received a call from Nelnet 's collection department telling me that I was a month past due on a nearly {$5000.00} bill. I explained everything I had been told in the past and pulled up a recent statement I had gotten that said payment was n't due until XX/XX/XXXX. She placed me on hold for 10 minutes and then returned saying that the reason I had a bill was because I had n't renewed my income based repayment plan. I explained that it had n't even been a year since I graduated and my grace period ended in XX/XX/XXXX. She was confused and put me on hold a second time for 10 minutes to speak to a supervisor. When she returned she told me that there were several notes on my account and she needed them to be processed and she had passed on my account to her supervisor. I confirmed with her that I was on forbearance until XX/XX/XXXX and that I would n't be paying {$5000.00} monthly. She confirmed that was the case. Prior to speaking with this particular agent I did some research myself to see why some of my loans were not eligible for PAYE as well as finding out if I could switch providers considering my troubles with Nelnet. In that research I discovered that if I consolidated my loans they would all be eligible for PAYE and I could switch to a different servicer. I 'm at a loss for why Nelnet had not previously discussed this option with me as they are tasked by the Department of Education with providing basic services such as loan counseling. I 'm also at a loss to describe the anger that I have since my loans have continued to accumulate interest due to Nelnet 's lack of communication and untimely processing of applications.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-27

Ft Wayne, IN

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I took student loans out to help pay for college and my living expenses while attending college. Since I graduated, I have been on an income-based repayment plan. I have paid the amount due every month. My family has grown in size and it has been difficult to pay any more on my loans besides what was figured with the income-based plan. My loans have grown to almost {$20000.00} more then what I originally borrowed. I feel that this is extremely unfair because I was paying what has been expected of me. These loans have been in negative amortization almost the entire time I have been paying on them. I feel that this is predatory lending because I did not realize this would be allowed. I understood that I would have to pay back the amount I borrowed, plus some interest, but I thought that by making the payment that was expected of me that my loans would not grow this exponentially. I am so sick to think that I will owe so much more then I ever borrowed.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-27

Ft Wayne, IN

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I took student loans out to help pay for my college education. I graduated and have been on an income-based repayment schedule since then. My family has grown in size and it has become increasingly difficult to try and pay more than my income-based payment. Over the years, I have paid my payment every month and yet my loans have grown exponentially! This is extremely frustrating because now I ca n't even pay on my principal balance because the accrued interest is over {$10000.00}. If I understand all of this correctly, if I pay just the interest accrued every 30 days, plus a little more, it will go to the accrued interest balance, not the principal balance. How will I ever be able to get caught up?! These loans have been in negative amortization almost the entire time I 've been paying. I 'm not asking for a pity party, but how is this even fair? I 've done what was expected of me, and in the end, I 'm being robbed in interest payments! PLEASE, PLEASE look into finding a way to not allow the American citizens who have tried to better themselves by furthering their education, go bankrupt because of this unfair increase in student loans borrowed. To me, this is exactly what predatory lending is : charging me way more than what I borrowed, while telling me it 's okay that I only make my income-based payment.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2016-02-26

Newhall, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-02-23

Harsens Is, MI

Problems when you are unable to pay

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-19

East Barre, VT

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2016-02-18

Frenchtown, MI

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2016-02-17

Oceanside, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-02-16

Ft Lauderdale, FL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: I am a guarantor on my son 's student loans.My son was laid off in XXXX 2015. He was unable to make his student loan payment. When he called, they said that he had to make his loan current prior to them helping him due to his unemployment ( they do not have a record of his call ). Normally, when he is late, I receive a letter within a few days of the due date. This time I did not receive any letters until XXXX XXXX when he was 60 days late. However, I found out that he was 60 days late, when I went to apply for a loan and my credit rating was XXXX points lower than it should have been. I made the account current. I called to have then correct the credit report and they refused to do anything. Citizens the holder of the note said that Firstmark Services was responsible for the credit reporting and Firstmark said that XXXX was in charge of credit reporting. I told XXXX that I had a complaint and they offered no help. I told Firstmark that I wanted to talk to someone about my complaint and XXXX # XXXX said that there was nothing they could do about the credit reporting. Finally after a very long conversation XXXX said she could send me a complaint form. XXXX said her system said that they mailed notices to me, I said that I did not receive notices. They have my email and they did not email me. I do not receive monthly statements. They said that they called, but I did not talk to them. XXXX acknowledged that they were unable to talk to me by phone. I do not know when his payments are due. They did not offer to send my statements. They pressured me to allow them to make phone calls to me. I refused. I said that they could email me or send me mail.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-02-12

Jamaica, NY

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: Yes Timely Response

2016-02-03

Phoenix, AZ

Dealing with my lender or servicer

Student loan: Non-federal student loan

Need information about my balance/terms
Complaint: I attended XXXX XXXX XXXX XXXX in XXXX in XXXX. FirstMark Services is currently the debt collector .XXXX is the entity that controls FirstMark . They are unable to verify the balance and it is completely wrong. They are unable to explain where or how the interest is calculated. I have asked for a breakdown over and over again. What they have sent me is insufficient because the numbers do n't add up. I have made numerous payments that I have not gotten credit for or been itemized. I wrote a check for {$62000.00} which I doubt was credited correctly. I have not gotten credit for any payments made between XXXX which is impossible. I would have been in default and I never defaulted. I have forensic accountants to prove that FirstMark/XXXX is simply making a number up and can not prove it. I believe they are in violation of the FDCPA as their actions are unconscionable and I expect to be compensated. I want them to answer the forensic accountants questions. Further, they have called me numerous times before XXXX Again, a violation of the FDCPA that I expect to be compensated for. This is a sloppy organization that ignores the FDCPA .They do n't know what my balance is based on. They are unable to accurately itemize past payments made. They call me at unreasonable hours. I want a breakdown that shows every single payment that I ever made to FirstMark/XXXX as well as how every single charge was made. If they are unable to do so, I expect to be compensated.
Company Response: Closed with explanation

Disputed: No Timely Response