CFPB Complaint

NELNET, INC. – CFPB Complaint

Consumer Complaint Submission

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

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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Look at the item Company Response to Complaint: and Did Consumer Dispute Company Response: to get a better idea of how this was resolved. And the field Consumer Complaint: can give you some context of the issue.

In particular what you are looking for was that the company response was timely and that the consumer did not dispute it. The posting of complaints has proven to be a valuable resource for both companies and consumers.

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