NELNET, INC. – CFPB Complaint ID 3072094

Date Received: 2018-11-12T00:00:00.000

Product: Federal student loan servicing

Issue: Dealing with your lender or servicer

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: My loan was transferred to Nelnet. I was not notified. Upon looking a bank statements I realized my auto pay was not being taken out. I contacted the original loan holder who said my loan was transferred. I have never been late on a payment. I contacted Nelnet and they said my payment was late and they would waive my late fee. They asked if I wanted to set up auto pay and I agreed. I just called them to find out why the withdrawal never came out of my account and they told me I didnt follow the email. They never told me about an email. They took the one payment without an issue. I explained to the manager XXXX from XXXX, Nebraska who informed me that even if she listened to the recording of my first call when I set up a payment and auto pay, and found that I wasnt informed on how to set up auto pay I would still not get my late fee back even if I wasnt told about the process when I was under the impression that it was set up considering I had given them all my banking information checking number and routing. So even if they were wrong in conveying the steps I was still paying a late fee. I have never been late on a payment before having to deal with Nelnet

Company: NELNET, INC.

State/Zip: NY 110XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3072094

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