NelNet Update
I took the time to contact several groups today in regards to the ongoing matter that the proper channels are simply ignoring, as can be seen by the data below.
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previous data below new
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On October 29, 2014, I called the Federal Student Aid Ombudsman to confirm that they had, in fact, received my complaint. The representative stated that they had, but that they would still required 7-10 business days from my phone call before taking any initial action.
As of today, the communications I have received from agencies that I submitted my complaint to are an appalling:
FSA Ombudsman - Automated receipt of complaint
The White House - Forward to CFPB
CFPB - Automated receipt of complaint, acknowledgement of White House forward, notice of forward to FSA Ombudsman
BBB - Acknowledged sent to NelNet, allowed NelNet to contact me with a rebuttal suggesting I contact them via twitter, accepted rebuttal of NelNet’s paltry response
FTC - Nothing
Attorney Generals - Nothing
Therefore, I am escalating this to public outlets as it appears NelNet is likely swindling many more customers out of money, and their record keeping is in need of immediate public review. NelNet should no longer be allowed to service Federal Student Loans with discrepancies such as this.
I hope that you are able to bring this matter to light, as it took 11 years for a company like AT&T to be held responsible for their inappropriate actions, but able to admit no wrongdoing. With nearly all United States college students being forced into large-scale debt to pay for college, this is an immediate problem.
I have already been forced to make a payment at this increased amount in order to keep my account current, which it has always been. Please assist me with your resources in order to confront a secretive loan servicer with illegal practices, and the elusive government oversight agencies that enable them to continue stealing from students.
I am attempting to contact the following groups in a call to action today in hopes that you will bring this issue to light, and even force the oversight groups to engage their resources. I am comfortable with you engaging other news groups as well:
Kansas City Star
CNN
MSNBC
KCTV 5 News
KMBC-TV 9
KSHB 41
Fox 4 News
The Pitch
KCPT
NPR
Institute for Justice
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previously with NelNet
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On September 30, 2014, I contacted NelNet via their contact phone line, (888) 486 - 4722, about a sudden change to my account. The person on the other end of the phone not only provided no assistance, but refused to provide proper information for a follow up, and made false statements about how loans work. Stopping just short of verbatim calling me an idiot, the customer service representative said, “Well, you DO know, that loans accrue interest daily, don’t you?!” The representative even went so far as to say that NelNet doesn’t control their own system, but at the end of the call I was told that per my request a legal representative would contact me within 7 days, but even giving them 7 business days, I have not received any response.
The change in question has happened multiple years after my loans have been in repayment. I have not applied at any time for non-standard repayment methods, and not missed any payments. I keep detailed records of my loan payments, and minimum amount due per loan, plus when I have paid extra. At this time, I have paid off three of my eleven loans that helped put me through school, and at no time has the minimum amount due gone up.
I noticed this month, that directly after paying off the third loan, NelNet chose to unilaterally and without any notification change the terms of my repayment. I know, from past complaints, that NelNet has problems with their systems when they update their website, but this issue is greater than the previous inconvenience, as it is a change in the agreed to amortization schedule of multiple loans.
All but one of the loans still in repayment had their minimum amount due adjusted. Six of these seven had the amount due increased. Previously, based on a standard amortization schedule all of these loans were set to be paid off on the same date.
A change in the terms of my loan after the payment agreement, and amortization schedule have been finalized is a clear violation of the rights of NelNet as my student loan servicer. The fact that it comes directly after my paying off of a loan makes it even more suspect that either their calculations were/are off, or that they are blatantly attempting to steal.
On October 9, 2014, I used this complaint letter as a call to action from the following sources, and attempted to contact NelNet with a copy:
Federal Student Aid Ombudsman
Better Business Bureau
Kansas City, Kansas Attorney General’s Office
Federal Attorney General’s Office
Federal Trade Commission
The White House
Consumer Financial Protection Bureau
----
However, the only response I received was in response to the Better Business Bureau, BBB, complaint from NelNet. On October 16, 2014, I ended up talking with Zach (or maybe Zack) at 888-486-4722 x24683, he noted that the NelNet representative did not request the callback as she had claimed.
Zach noted that he showed a change of $6.66, and this was also put on the BBB website as their response. However, I pointed out that the number $6.66 is completely wrong as the change was less than $4 to my account, but yet Zach quoted this fictitious number over the phone repeatedly.
Zach did state that the only reason NelNet chose to change my payment amount was that they believed themselves to have calculated it improperly at the onset of repayment, which is unacceptable as a legal reason.
Zach also noted that their website has a message area, and they had failed to actually send anything that goes to the messages, but adjusted their website to show their new thoughts, in a semi-hidden area.
Their website has been a source of concern for many different reasons as well, and this just adds to their problems. If they are going to legally change my required amount to pay, they took zero appropriate measures to formally contact me in any way.
Zach did take the time to refuse to admit any responsibility on the behalf of NelNet, and I took the time to look into my payment history and all of my receipts, and communications received from NelNet. As Zach had stated, the only party at fault in this case is NelNet, but according to Zach, NelNet is not responsible for their own error.
While the likelihood of a call center representative refusing to keep a promise is slightly high, especially for a company that keeps as deplorable of records as NelNet apparently does, it is also the number one excuse of any organization for not following through with appropriate measures, and I am inclined therefore to also believe this a false statement.
Having no appropriate recourse to escalate any conversation with a representative either via email, phone, or web chat, makes NelNet not only seem more prone to false statements, but apparently inaccurate record keeping.
NelNet should stop nothing short of reverting my loan back to its original, and proper, amortization schedule, and divulge all borrower's that have had inappropriate "reamortizations" without any change to their account. NelNet should be required to pay back any increases they have required, and stripped of their ability to service new federal loans.
---
previous data below new
---
On October 29, 2014, I called the Federal Student Aid Ombudsman to confirm that they had, in fact, received my complaint. The representative stated that they had, but that they would still required 7-10 business days from my phone call before taking any initial action.
As of today, the communications I have received from agencies that I submitted my complaint to are an appalling:
FSA Ombudsman - Automated receipt of complaint
The White House - Forward to CFPB
CFPB - Automated receipt of complaint, acknowledgement of White House forward, notice of forward to FSA Ombudsman
BBB - Acknowledged sent to NelNet, allowed NelNet to contact me with a rebuttal suggesting I contact them via twitter, accepted rebuttal of NelNet’s paltry response
FTC - Nothing
Attorney Generals - Nothing
Therefore, I am escalating this to public outlets as it appears NelNet is likely swindling many more customers out of money, and their record keeping is in need of immediate public review. NelNet should no longer be allowed to service Federal Student Loans with discrepancies such as this.
I hope that you are able to bring this matter to light, as it took 11 years for a company like AT&T to be held responsible for their inappropriate actions, but able to admit no wrongdoing. With nearly all United States college students being forced into large-scale debt to pay for college, this is an immediate problem.
I have already been forced to make a payment at this increased amount in order to keep my account current, which it has always been. Please assist me with your resources in order to confront a secretive loan servicer with illegal practices, and the elusive government oversight agencies that enable them to continue stealing from students.
I am attempting to contact the following groups in a call to action today in hopes that you will bring this issue to light, and even force the oversight groups to engage their resources. I am comfortable with you engaging other news groups as well:
Kansas City Star
CNN
MSNBC
KCTV 5 News
KMBC-TV 9
KSHB 41
Fox 4 News
The Pitch
KCPT
NPR
Institute for Justice
---
previously with NelNet
---
On September 30, 2014, I contacted NelNet via their contact phone line, (888) 486 - 4722, about a sudden change to my account. The person on the other end of the phone not only provided no assistance, but refused to provide proper information for a follow up, and made false statements about how loans work. Stopping just short of verbatim calling me an idiot, the customer service representative said, “Well, you DO know, that loans accrue interest daily, don’t you?!” The representative even went so far as to say that NelNet doesn’t control their own system, but at the end of the call I was told that per my request a legal representative would contact me within 7 days, but even giving them 7 business days, I have not received any response.
The change in question has happened multiple years after my loans have been in repayment. I have not applied at any time for non-standard repayment methods, and not missed any payments. I keep detailed records of my loan payments, and minimum amount due per loan, plus when I have paid extra. At this time, I have paid off three of my eleven loans that helped put me through school, and at no time has the minimum amount due gone up.
I noticed this month, that directly after paying off the third loan, NelNet chose to unilaterally and without any notification change the terms of my repayment. I know, from past complaints, that NelNet has problems with their systems when they update their website, but this issue is greater than the previous inconvenience, as it is a change in the agreed to amortization schedule of multiple loans.
All but one of the loans still in repayment had their minimum amount due adjusted. Six of these seven had the amount due increased. Previously, based on a standard amortization schedule all of these loans were set to be paid off on the same date.
A change in the terms of my loan after the payment agreement, and amortization schedule have been finalized is a clear violation of the rights of NelNet as my student loan servicer. The fact that it comes directly after my paying off of a loan makes it even more suspect that either their calculations were/are off, or that they are blatantly attempting to steal.
On October 9, 2014, I used this complaint letter as a call to action from the following sources, and attempted to contact NelNet with a copy:
Federal Student Aid Ombudsman
Better Business Bureau
Kansas City, Kansas Attorney General’s Office
Federal Attorney General’s Office
Federal Trade Commission
The White House
Consumer Financial Protection Bureau
----
However, the only response I received was in response to the Better Business Bureau, BBB, complaint from NelNet. On October 16, 2014, I ended up talking with Zach (or maybe Zack) at 888-486-4722 x24683, he noted that the NelNet representative did not request the callback as she had claimed.
Zach noted that he showed a change of $6.66, and this was also put on the BBB website as their response. However, I pointed out that the number $6.66 is completely wrong as the change was less than $4 to my account, but yet Zach quoted this fictitious number over the phone repeatedly.
Zach did state that the only reason NelNet chose to change my payment amount was that they believed themselves to have calculated it improperly at the onset of repayment, which is unacceptable as a legal reason.
Zach also noted that their website has a message area, and they had failed to actually send anything that goes to the messages, but adjusted their website to show their new thoughts, in a semi-hidden area.
Their website has been a source of concern for many different reasons as well, and this just adds to their problems. If they are going to legally change my required amount to pay, they took zero appropriate measures to formally contact me in any way.
Zach did take the time to refuse to admit any responsibility on the behalf of NelNet, and I took the time to look into my payment history and all of my receipts, and communications received from NelNet. As Zach had stated, the only party at fault in this case is NelNet, but according to Zach, NelNet is not responsible for their own error.
While the likelihood of a call center representative refusing to keep a promise is slightly high, especially for a company that keeps as deplorable of records as NelNet apparently does, it is also the number one excuse of any organization for not following through with appropriate measures, and I am inclined therefore to also believe this a false statement.
Having no appropriate recourse to escalate any conversation with a representative either via email, phone, or web chat, makes NelNet not only seem more prone to false statements, but apparently inaccurate record keeping.
NelNet should stop nothing short of reverting my loan back to its original, and proper, amortization schedule, and divulge all borrower's that have had inappropriate "reamortizations" without any change to their account. NelNet should be required to pay back any increases they have required, and stripped of their ability to service new federal loans.
posted by Ev|Gen|us at 18:05
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