{"took":169,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":4,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2479114","_score":29.590904,"_source":{"product":"Student loan","complaint_what_happened":"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","date_sent_to_company":"2017-05-08T23:05:54.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"84116","tags":"Servicemember","has_narrative":true,"complaint_id":"2479114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2017-05-08T22:47:36.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Both of which are much more secure My <em>complaint</em> is that the <em>advice</em> <em>NelNet</em> <em>servicing</em> is <em>giving</em> 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 <em>service</em> loans. I do not believe they are <em>giving</em> their customers proper <em>advice</em> to keep their identity or their families secure from would be thieves.      Regards, Concerned <em>NelNet</em>  Customer"],"company":["<em>Nelnet</em>, Inc."],"sub_product":["Federal student loan <em>servicing</em>"],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[29.590904,"2479114"]},{"_index":"complaint-public-v1","_id":"5725825","_score":20.346014,"_source":{"product":"Student loan","complaint_what_happened":"I am writing to file a second Complaint with the Consumer Financial Protection Bureau ( CFPB ) against Nelnet because it is clear Nelnet did not fully review the Complaint and Request for a Refund that I filed with the CFPB on XX/XX/XXXX ( Complaint Number XXXX ). Instead, on XX/XX/XXXX, Nelnet provided a wholly deficient response to my CFPB complaint that relied on an incorrect reading of Nelnets auto-debit agreement to falsely claim I was not eligible for a refund after Nelnet improperly processed an auto-debit payment of {$120.00} on XX/XX/XXXX, while my Nelnet account ( No XXXX [ REDACTED ] ) was in a brief forbearance pending consolidation to XXXX XXXX to benefit from complete loan forgiveness under the Public Service Loan Forgiveness ( PSLF ) program. Nelnets failure to adequately address the Complaint and process a simple refund of {$120.00} is unacceptable. Moreover, the fact that Nelnet is going to extreme lengths to not only harm borrowers and deprive them of their rights under both the forbearance and PSLF programs but also to provide the CFPB with false and incorrect information in its response to complaints should be of grave concern to the CFPB. \n\nSpecifically, Nelnets response to my CFPB complaint stating that it can not honor your request for a refund because requesting a forbearance constitutes a change or cancellation of auto debit and that [ b ] ased on the terms you agreed to under the auto debit program, we must receive a request to change or cancel an auto debit payment up to three days prior to the scheduled payment is simply wrong for the following reasons : ( 1 ) I DID NOT initiate a change or cancellation of my auto-debit ; rather, I initiated a forbearance, which is a separate and distinct process available to borrowers ; ( 2 ) Prior to placing my account in forbearance, several Nelnet representatives advised me that the ONLY way to stop the XX/XX/XXXX, payment from occurring was to place my account in forbearance because it was too late to initiate a change or cancellation of auto-debit ; Nelnets advice comports with the plain language of Nelnets auto-debit agreement and FAQs available on its website; ( 3 ) Nelnet, through its internal controls , was obligated to stop the auto-debit from occurring during forbearance, which it failed to do ; ( 4 ) Nelnets response to the CFPB contradicts the plain language of Nelnets auto-debit agreement, FAQs on their website, and numerous oral statements made to me BEFORE AND AFTER the auto-debit occurred on XX/XX/XXXX, none of which state that a forbearance request is required to be initiated three days in advance and, in fact, clearly state that auto-debit will not occur during forbearance or deferments ; ( 5 ) I did not sign an auto-debit agreement with Nelnet because, when my loans were transferred from another servicer in XXXX, the auto-debit also transferred without any action on my part ; and ( 6 ) Although Nelnet initially provided the same baseless excuse to me as it did to the CFPB for denying processing the refund ( on XX/XX/XXXX, in response to the first request for a refund that I initiated on XX/XX/XXXX ), subsequent communications with Nelnet have acknowledged that I am entitled to a refund, including by XXXX supervisors following triple-escalation of my calls, one of which occurred after I filed the CFPB Complaint on XX/XX/XXXX, and before Nelnet responded to the CFPB Complaint on XX/XX/XXXX. \n\nSee Exhibits A ( Chronology ) and B ( Nelnets Auto-Debit and Forbearance Information ). \n\nAccordingly, I hereby ( 1 ) file a second Complaint against Nelnet for improperly processing an auto-debit payment of {$120.00} on XX/XX/XXXX, while my Nelnet account XXXX No. [ REDACTED ] ) was in a brief forbearance pending consolidation to XXXX XXXX and ( 2 ) document my Request for a refund of {$120.00} to resolve the Complaint, which has been outstanding since XX/XX/XXXX, and can be accomplished consistent with the instructions provided by XXXX XXXX to Nelnet during a three-way phone call on XX/XX/XXXX. Specifically : Nelnet failed to stop the XX/XX/XXXX, payment of {$120.00} from debiting from my bank account after I placed my Nelnet account containing one FFEL loan in a brief forbearance due to a pending Direct Loan Consolidation to XXXX XXXX. The consolidation is required to benefit from PSLF under the Limited Waiver. Because I expect to receive full forgiveness under PSLF I am well above the 120 qualifying payments required it made no sense for me to pay the XX/XX/XXXX, payment when it could be paid off by instead first by the pending consolidation and then forgiveness under PSLF. As detailed in the attached Chronology, Nelnets failure to stop the auto-debit was done in contravention of numerous statements Nelnet made to me both orally and in the plain language written on their website regarding forbearance and auto-debit which make clear that forbearance stops auto-debits from occurring.\n\nNelnet continues to promise and only to then later refuse to issue me a refund of {$120.00} for the XX/XX/XXXX, payment that was improperly debited from my bank account during forbearance. As detailed in the attached Chronology, I have made diligent, repeated requests to Nelnet, beginning on XX/XX/XXXX, to process a refund. Despite multiple assurances that Nelnet would process the refund request, repeated assurances that a refund could be issued to me even after the new consolidation loan paid off the loan serviced by Nelnet, and supervisor authorization ( including following a triple escalation on XX/XX/XXXX ) and assurances of the above points, Nelnet has intentionally delayed processing the requests and given various excuses for denying issuance of the refund to me. Although Nelnet has more recently said that it can not process the refund despite Nelnets errors because the loan has been paid off, the truth is that servicer-to-servicer adjustments can be made months or even years after a loan has closed, a fact confirmed by multiple Nelnet representatives as well as XXXX XXXX. \nNelnet has engaged in predatory bait-and-switch practices that are deceptive and contrary to my best interest as a borrower. Nelnet has repeatedly used tactics that are harassing, dishonest, unethical, and seem intentionally designed to delay and frustrate me as the borrower into giving up so that Nelnet does not have to process a refund despite it having zero impact on their bottom line other than wasting their employees time in an amount that far exceeds the amount of the refund at issue or ensuring that the underlying loan is paid. It has been extremely time-consuming, exhausting, and absolutely maddening for me attempt to resolve this simple matter. Moreover, Nelnet deliberately making this process painful is contrary to the intent of a forbearance, which is not to create a new issue for a borrower. The attached Chronology provides a detailed account of Nelnets unscrupulous tactics. See Exhibit A. \n\nA detailed summary of my Complaint and attempts to resolve this matter with Nelnet and XXXX XXXX is contained in the attached Chronology ( updated as of XX/XX/XXXX ). See Exhibit A. In addition, I am including Nelnets Auto-Debit and Forbearance Information, Forbearance Approval Letter dated XX/XX/XXXX, and Nelnet Payment History as of XX/XX/XXXX. See Exhibits B, C, and D, respectively.","date_sent_to_company":"2022-07-01T20:18:33.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"10128","tags":null,"has_narrative":true,"complaint_id":"5725825","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2022-07-01T20:01:11.000Z","state":"NY","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["I am writing to file a second <em>Complaint</em> with the Consumer Financial Protection Bureau ( CFPB ) against <em>Nelnet</em> because it is clear <em>Nelnet</em> did not fully review the <em>Complaint</em> and Request for a Refund that I filed with the CFPB on XX/XX/XXXX ( <em>Complaint</em> Number XXXX )."],"company":["<em>Nelnet</em>, Inc."],"sub_product":["Federal student loan <em>servicing</em>"]},"sort":[20.346014,"5725825"]},{"_index":"complaint-public-v1","_id":"11322001","_score":17.70183,"_source":{"product":"Student loan","complaint_what_happened":"My consolidation loan started in a timely fashion, XX/XX/year>, before the deadline to receive the benefit of the payment count adjustment. My consolidation loan was disrupted by Nelnet errors and had to be repaired, but it clearly contains underlying loans with a payment count of XXXX. The Department of Education directed servicers, when applying the payment count adjustment, to apply the highest count of the underlying loans to all consolidation loans that were started before the deadline of XX/XX/year>. I would like Nelnet to properly apply the payment count adjustment to my consolidation loan, as my adjusted count should be XXXX ( which is the highest count of the underlying loans, plus XXXX post-consolidation payment for which I received credit before the SAVE injunction ) -- not XXXX. \n\nMy consolidation loan process did not complete until XX/XX/year>. The lengthiness of the process was entirely due to Nelnet 's errors. ( Please note my prior CFPB complaint, which led to the beginning of a resolution of this issue -- the reinstatement of the loans, erroneously forgiven and removed from my consolidation loan, due to the failure of Nelnet to honor my opt-out request in XX/XX/year>. ) The two loans with the payment count of XXXX had to be reinstated and put back into my consolidation loan. \n\nWhen I checked the XXXX file on studentaid.gov to see my consolidation loan 's payment count, it said XXXX until around XX/XX/year>. Soon after that, it was updated to XXXX. I waited to see if it would update further, as other borrowers have stated that their number has changed over time, but my number is still XXXX as of today, XX/XX/year>. I called Nelnet earlier this month to ask about my count, and they confirmed that what they have for me is credit for only XXXX payments, not the XXXX that it should be. \n\nI have included some supporting documentation consisting of screenshots from my XXXX file, which is available on the studentaid.gov website, and displays a temporary payment counter for non-PSLF borrowers. These images show my consolidation loan counts and the pre-consolidation counts of my underlying loans. Nelnet confirmed the XXXX count from the consolidation loan -- displayed as loans XXXX and XXXX, split into subsidized and unsubsidized portions. Loans XXXX to XXXX are the underlying loans that make up the consolidation as a whole. It is clear to see that many of them had a count of XXXX prior to consolidation, as that number appears repeatedly in the data. But there are also the XXXX loans with a count of XXXX. Even though this XXXX file is not official, of course those XXXX loans were forgiven and had to be reinstated, so they must have a count over XXXX. My student loans include XXXX XXXX loans, and the forgiveness threshold for graduate borrowers is XXXX payments. \n\nSo, it seems that my consolidation loan has received credit only for the loans that were not removed from my consolidation by Nelnet. I would like to point out here that I would never have consolidated if not for the promise of the highest payment count -- no one would have. Consolidating caused me to capitalize almost {$50000.00} of outstanding interest. If I am denied the benefit of the payment count adjustment, not only will I be denied the forgiveness of my XXXX  debt, but also the interest on my consolidation loan will rise at a much faster pace, as the interest will now grow on a principal that doubled. Nelnet has caused me great financial harm, unless they take this opportunity to correct their errors. \n\nNelnet 's customer service has told me they can't fix the problem and that \" there is not yet a grievance process for wrong counts ''. They have probably been instructed to tell borrowers that they can not update the count if it is wrong -- advice meant to throttle the increase of their workload, in my opinion, as at the same time they offer that guidance, they follow it up by stating that the payment count is not done, which would seem to indicate that they could be fixing their errors. They tell borrowers that they should just wait and watch. They are also telling borrowers that the servicers aren't doing the recount, that the XXXX XXXX XXXX is doing it. Meanwhile, the XXXX XXXX XXXX, if you call them, tells you that the servicers are doing the recount. We all know that the XXXX XXXX XXXX uses servicers to actually provide their customer service, and directs them to perform various functions and services. And the XXXX XXXX XXXX already told Nelnet to apply the highest count of the underlying loans to the payment count of these consolidation loans. Please pressure them to do their job, on my behalf. \n\nI believe there is no need to wait for the formulation of a \" grievance process for wrong counts '' in my case ; my case is different from those that will inevitably require future investigation, research, and time to determine their correct count, for the following reasons : ( XXXX ) the data is present, able to be counted now, ( XXXX ) the data was temporarily deleted due to servicer error, when Nelnet disrupted my consolidation, ( XXXX ) the payment count is ongoing at the time of my request of Nelnet, and, ( XXXX ) Nelnet has the opportunity to avoid causing me serious financial harm, not to mention further stress, because of their errors, and they should take this opportunity. \n\nI have escalated my issue with Nelnet to their \" Leadership Team '', but I don't believe they will take care of me without outside pressure. When they replied to my previous CFPB inquiry, they did not take ownership of their error ; they ignored the proof of my request to opt out of forgiveness on XX/XX/year>, the day I began the consolidation of all my loans, and characterized it as something that did not happen until XX/XX/year>, after they finished dealing with my consolidation, without the only XXXX loans that would give me any benefit of the payment count adjustment. \n\nAt any rate, with close to {$100000.00} on the line, plus more crushing debt to come if the problem isn't fixed, the stakes are too high for me to wait and watch. CFPB helped me before, and I am hoping you can help me again.","date_sent_to_company":"2024-12-31T00:46:20.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"98312","tags":"Older American","has_narrative":true,"complaint_id":"11322001","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2024-12-30T23:53:46.000Z","state":"WA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["<em>Nelnet</em> has caused me great financial harm, unless they take this opportunity to correct their errors. \n\n<em>Nelnet</em> 's customer <em>service</em> has told me they can't fix the problem and that \" there is not yet a grievance process for wrong counts ''."],"company":["<em>Nelnet</em>, Inc."],"sub_product":["Federal student loan <em>servicing</em>"]},"sort":[17.70183,"11322001"]},{"_index":"complaint-public-v1","_id":"4969282","_score":14.398617,"_source":{"product":"Student loan","complaint_what_happened":"My name is XXXX XXXX and Id like to submit a possible investigation report on a company that I believe is scamming its consumers out of millions of dollars. \n\nWhen I started going to XXXX XXXX XXXX for a XXXX year fashion program, I was given information upon registration for a student loan program to help pay with college fees. I decided to receive the financial aid through XXXX XXXX XXXX *a NelNet branch , and have been paying this loan for over ten years now, roughly estimating {$40000.00} in payments. \n\nNow, FirstMark Services, XXXX XXXX XXXX ( This loan was originally through XXXX XXXX XXXX XXXX without my knowledge, they transferred over my loan to First Mark Services and I was told that any of the information from XXXX doesnt have to be given to me, even though I did not sign off on this transfer, ) claimed that my payoff amount from last month was {$39000.00}. No one can seem to explain to me, nor do they seem to understand the breakdowns themselves of why I am to be paying over 100 % interest of this loan if my rates have never gone above 5.25 % I asked for a breakdown and an elaborate and detailed explanation of all of this information, but FirstMark Services refuses to give me my master promissory note without a court order. I have a right to know what I am paying for and why. This loan initially shouldve been paid off by this year and now it seems as though I have to pay this for another XXXX XXXX Also, as this loan originated as a college loan, and through the XXXX XXXX XXXX XXXX I was made to believe that I was receiving a student loan and now they are claiming that I am not eligible for a student loan as they had signed me up for a private loan, although they are supposed to be a college loan company, such as the title they keep. Now I am not eligible for any student loan forgiveness. \n\nHere are the interest rates from FirstMark as follows : XXXX : 3.5 % XXXX : 3.25 % XXXX : 3.5 % XXXX : 3.75 % XXXX : 4 % XXXX : 4.25 % XXXX : 4.75 % XXXX : 5 % XXXX : 5.25 % XXXX : 4.75 % XXXX : 4.5 % XXXX : 3 % XXXX : 3.25 % ( Percentages were not able to given to me before the loan company transfer in 2016. Lots of missing information but no explanation why theres 100 % interest charge. ) For both XXXX XXXX FirstMark Services, there are several corporation lawsuits, as well as several other class action lawsuits happening with these companies for the same issues. This seems to be a larger scale complaint, as this is happening to many people. \n\nSo it seems as though I am not the only one receiving misleading information and/or no information at all, with minimal cooperation from both companies. No one should be paying over 100 % interest of their loan if the interest rate is only fluctuating between 3 % and 5.25 %. There is no disclosure that I was given for any of these extra charges, from both XXXX XXXX XXXX ( NelNet ) and FirstMark ( XXXX ) They tricked people by saying there is a small interest rate and do not disclose that there are XXXX or XXXX other sorts of payments they will be charging me for, that is unlawful. And yet, I have no idea what they are charging me for because they will not provide that information without a court order. \n\nCorona has made it hard for all of us to get back on our feet, but with multi-billion dollar corporations as well as XXXX Colleges in our my own state, taking advantage and creating scam loans, its nearly impossible to start our lives again, never mind this heavy burden of a constant payment that never seems to go away. \n\nDuring Corona the loan company posted a big sign on their website stating Impacted by COVID-19? Were here for you. \nAnd said they would offer forbearance for those affected. The interest rate would be 3 % every month of what the monthly payment was supposed to be ( they calculated it for me at about {$30.00} a month when I was thinking of doing this, ) altogether I shouldve had about a {$300.00} interest fee but they charged me a few thousand dollars, yet again no one can explain this to me. \n\nThis also happened right when I got out of college. The loan company encouraged me to defer my payments as a way to reestablish myself while finding the proper career. I took their advice but it was a scam to get me to pay thousands of dollars towards the deferment, not as an act to help students. As soon as the first companies principal balance was paid, I believe thats when they transferred it so a whole new company could get my principal payments all over again. \n\n\nReally hoping you can help with this. The class action lawsuits are not excepting any more clients at this time and I dont know where else to turn. I have tons of email correspondence with proof of my interactions as well as documented payment information if needed. \n\nThank you so much for taking the time to read this. \n\nXXXX XXXX XXXX","date_sent_to_company":"2021-12-02T21:18:02.000Z","issue":"Dealing with your lender or servicer","sub_product":"Private student loan","zip_code":"96740","tags":null,"has_narrative":true,"complaint_id":"4969282","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2021-12-02T21:01:01.000Z","state":"HI","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["I decided to receive the financial aid through XXXX XXXX XXXX *a <em>NelNet</em> branch , and have been paying this loan for over ten years now, roughly estimating {$40000.00} in payments."],"company":["<em>Nelnet</em>, Inc."]},"sort":[14.398617,"4969282"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":4,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":4}]}},"product":{"doc_count":4,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Student loan","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":3},{"key":"Private student loan","doc_count":1}]}}]}},"issue":{"doc_count":4,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Dealing with your lender or servicer","doc_count":4,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Received bad information about your loan","doc_count":2},{"key":"Problem with customer service","doc_count":1},{"key":"Trouble with how payments are being handled","doc_count":1}]}}]}},"timely":{"doc_count":4,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":4}]}},"company_response":{"doc_count":4,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":4}]}},"submitted_via":{"doc_count":4,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":4}]}},"company":{"doc_count":4,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Nelnet, Inc.","doc_count":4}]}},"state":{"doc_count":4,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"HI","doc_count":1},{"key":"NY","doc_count":1},{"key":"UT","doc_count":1},{"key":"WA","doc_count":1}]}},"company_public_response":{"doc_count":4,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},"tags":{"doc_count":4,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":1},{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}