Consumer complaint received 2018-02-27
Company: Nelnet, Inc.
State: MI
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Dear Consumers Financial Protection Bureau ( CFPB ) : In submitting this complaint, I feel the need to share just a brief history of my story. I grew up on welfare and barely made it through high school. I had a rough home life that I was always trying to overcome. I worked hard for everything I had, but struggled emotionally. 

In XXXX, at XXXX XXXX XXXX, I decided to get help for my drinking. This is the way I coped with my life. I began recovery for XXXX. As a result, my whole life turned around. After a few years into sobriety, I found out that I could go to school with the help of financial aide. What a dream come true! At age XXXX I began that journey. 

I went to community XXXX for a few years then transferred to XXXX, where I worked on my XXXXr 's in XXXX XXXX. A vocation that later realized barely paid. I had a specific job that I was interested in, but they increased the requirements to a XXXX XXXX level degree. At XXXX, I went back for my XXXX XXXX XXXX. I had never married nor had kids. I met my current husband at XXXX, married at XXXX. Soon after we were married I unexpectedly I got XXXX. I was so happy. I didn't think this was possible. He is now XXXX and finishing high school. 

I graduated with my XXXX XXXX in XXXX XXXX at XXXX. I am now XXXX XXXX XXXX and have 30 years sobriety. 

" My loan servicer is Nelnet. I seriously don't remember consolidating. I had XXXX XXXX initially. I remember XXXX XXXX XXXX XXXX stating they weren't working with them anymore, but my memory escapes me on the details of the switch. 

" I am not sure where to start? I have 20+ year old loans nearing {$200000.00}. Larger than our home loan. We are not extravagant. 

" I have a XXXX XXXX in XXXX XXXX and have worked at non-profits for years with low pay. I finally worked my way into XXXX XXXX and started trying to pay. 

I set up an income-based plan. This was difficult because I am in XXXX XXXX ( XXXX ) with contractual staff, so it is more complicated. What my business takes in and what I am paid is different, so It appears as though I make more then I really do. 

They are constantly trying to hold my spouse accountable. He did not co-sign the loans and in Michigan we are a non-community property State, plus they are not his loans. 

" I have been paying fairly steady since XXXX of XXXX. As of XX/XX/XXXX - current I have paid {$26000.00}. 

" From approximately XXXX in XXXX - XX/XX/XXXX, I began receiving harassing phone calls several times a day, even though I had continued to pay almost XXXX. Since this amount was based on income eligibility, they had considered me late for a portion of what they determined I owed. Initially I was confused about this and thought I had resolved things, at least for a bit. I found out that I needed to resubmit Income based information every year for that too. Each time they would demand my spouse 's income, which I wound refuse to provide. Each time I had to do this the process got drawn out further, then showing I very delinquent for the portion that they felt I owed. All the while I continued to pay $ XXXX. 

" In XXXX of XXXX, I finally called them, because I couldn't handle all the calls. They called my office several times a day and left VM 's on that phone, where my colleagues and contractual staff had access. They called my cell phone several times a day with random unidentifiable numbers. 

I didn't feel they were working with me and refused to stop the calls until I resolved things. There appeared to be no solution. I was so upset from sobbing that I made the statement, " It makes a person want to commit XXXX. '' I hung up feeling defeated and exhausted. 

At the time we were packing our vehicle for a family camping vacation. A Michigan State Policeman pulled into our driveway. Nelnet had called them. They stated that if I didn't go to see someone to be evaluated for XXXX they would handcuff me and take me. My 16-year-old son and his friend were in the house waiting to finish packing for the camping trip. I and my spouse reassured the police officer that it was a figure of speech and I was just very upset. I explained that I myself was therapist and I was not going to attempt XXXX. He still refused and threatened to handcuff me unless I see someone before we leave town. He finally agreed to let me see one of my contractual therapist at my office. I did so while everyone waited in the car to drive up north for our camping trip. 

I have not been the same since. I can't talk with them on the phone because I have XXXX XXXX and sob. There never seems to be a solution. 

" At the end of XXXX, I began paying {$1000.00} per month. Shortly thereafter I requested a short forbearance because my spouse was laid off. I was denied. So, I just didn't pay as it was the house payment, our healthcare and needed bills ( or ) the student loan. 

Just FYI - In XXXX our healthcare costs had risen to $ XXXX through XXXX with a high deductible. In XXXX, XXXX raised our premiums to $ XXXX. We finally had to switch to a different insurance with an even higher deductible to get premiums down. 

" In XXXX of XXXX, they reported me to the credit bureau for the first time. My good standing credit plummeted. I had never defaulted, never not tried to communicate with them outside of being a late in making contact or some payments. 

Because I have a difficult time talking with them without breaking down, I sent them an email requesting them to tell me what they need me to pay and sent my income amounts. I told them I would continue to make the {$1000.00} payment until they told me otherwise. They continued to tell me I failed to provide proper information, because I did not provide my spouses income. I kept paying and would again send my information. 

I am not eligible for any forgiveness, even though I have always worked with the disadvantaged/indigenous population in some capacity, even in my XXXX XXXX. I have been in forbearance for years, not really understanding how easily my loan were increasing. I am a smart and knowledgeable woman. However, I was very nave as to what was happening, especially in the beginning. I was just trying to make my life successful and make a difference. I have never intended not to pay. However, it is impossible to meet their demands. 

" I have been paying {$1000.00} since XXXX of XXXX. I missed my XX/XX/XXXX payment which I fully intending to pay, got busy and keep forgetting. 

" On XX/XX/XXXX I made a {$1000.00} payment. Later that evening I opened my mail and received a letter from Nelnet requesting that I pay the full amount of my note, {$190000.00}. If I did not pay or try to resolve within 30 days from the date of the letter, they would consider me default, garnish my wages and take our taxes. The letter was dated XX/XX/XXXX. I received it on XX/XX/XXXX. This gives me approximately 2 weeks to figure this out. 

I am scared of losing everything I have worked so hard for. I have a successful XXXX XXXX with on-going wait list, that I love. The dream I had has turned into a complete nightmare that is slowly beating me down. The dream of my XXXX son going to college is also gone. I don't want him to go through the same thing I am, which for a parent is very is sad. 

I don't know what to do?? I am going to try to consult an attorney for a better understanding of the legalities of this. I need some guidance and clarity as to how to deal with all of this. I am finding so many that are going through the same thing on the internet. I continue to look for information, but I have to come up for air and set aside now and them. If there is guidance you can give me to help me deal with all of this, it would be greatly appreciated. 

XXXX

Company response to consumer: Closed with explanation