Student loan -- Dealing with your lender or servicer -- Complaint #7772666
Complaint Overview
Complaint ID: 7772666
Company: Nelnet, INC.
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Trouble with how payments are being handled
State: Florida
ZIP Code: 33510
Date Received: 2023-10-29T12:00:00-05:00
Date Sent to Company: 2023-10-29T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Signed up on Nelnet for auto-payments early on. On XXXX, the first payment of {$530.00} was due. On the XXXX, I checked bank records-nothing removed and no communication from Nelnet indicating problem. I gave it another day, thinking it was taking time to remove from bank. On the XXXX, I checked my bank info I input in autopay on Nelnet and realized I made mistake inputing account info, so I immediately fixed it and placed in my XXXX total due for XXXX. It went through on the XXXX and was taken out of my bank account by XX/XX/XXXX, but Nelnet amount did not indicate this amount. It showed XXXX total due!! Nelnet account showed a {$390.00} past due amount on a XX/XX/XXXX statement totaling XXXX, with no indication of the XXXX paid. Ive been attempting to contact Nelnet everyday during this time, on hold for over XXXX hours before I HAD to hang up to work. I've sent email to Nelnet, where they sent this : " Our records indicate that your auto debit loan payment has been returned because your bank account is closed. Your payment is now past due. In order for auto debit to be reestablished on your account, you will need to complete a new auto debit request. To request auto debit again, please log in to your XXXX account and select Manage Automatic Payments from the Payments drop-down menu. Follow the instructions and agree to the terms and conditions. Please remit your payment for {$780.00} upon receipt of this notice. Late fees* may be assessed to your student loan account per the terms and conditions of your loan ( XXXX ). '' There was no indication, no communication, and no explanation of why this {$390.00} was added and no acknowledgement that my actual monthly due payment was received, which is was as indicated in my bank statements. According to Nelnet, there are 15 days to get payment in, which mine was but if they are expecting the additional {$390.00}, which has not been explained or properly justified, I will not be paying it until I gain understanding of why and how that could even happen. I will continue to make my monthly payments. I acknowledge that Im the one that input the wrong digits in autopay, which I corrected within a 5 day period, so why and how can this company create fraudulent expenses when it was within the grace period and was a total mistake on my end, which was fixed immediately. Why is there no one in customer service answering phones, leaving borrowers on hold for over an hour and a half. I never had problems with XXXX but Nelnet bought them out and the first payment, I'm getting fees for things that don't make sense. All I want to do is pay my loan, not get into more debt because of their fraud. Please help, please. What do I do? Thank you for taking the time to read this. I have all necessary documentation to demonstrate I'm doing everything I can to understand and make this right.
Frequently Asked Questions
What is Complaint #7772666 about?
Complaint #7772666 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-10-29T12:00:00-05:00.
How did Nelnet, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Nelnet, INC.?
Yes, visit the Nelnet, INC. company profile at readthecomplaint.com/company/nelnet-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.