Consumer complaint received 2018-06-26
Company: Nelnet, Inc.
State: CT
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
Good afternoon, I am complaining about how Nelnet is handeling my payments and information being given to me. The problem started in XX/XX/2018. My payment went up to {$200.00} without warning. I am on automatic debit and have this coming out of an account that is used to only pay this loan. This forced my account into overdraft since only enough money is added to that account to pay this payment. I made a deposit and went back to the bank to ask for a refund as it is the first time I had every overdrafted. they were inclinded to refund my money. 

I Immediately signed on to my Nelnet account to check the payment history and noticed my payment amount showed due for around {$140.00}. ** for the month of XXXX. I called Nelnet to see why my payment amount had just gone up and now gone down. I spoke to a rep that told me I had a {$60.00} credit on my payment but was unable to tell me why. she offered to send me a billing statement. before I ended the call I asked what my payment amount would be drafted at, the {$140.00}. ** or the new payment of {$200.00}, she replied that the smaller amount. I told her I would be calling back if the it was the larger amount and wanted to make sure it was being done correctly. 

on XX/XX/18 the {$200.00} was drafted from my account forcing it to overdraft for a 2nd time. I called in and sppoke to a on XX/XX/18 I believe. The rep was much more helpful and stated that my auto ACH was drafting teh incorrect payment for me and that my payment amount should have been {$150.00} this whole time and the disclosure from XXXX XXXX where my loan was transfered from was incorrect. At this point I do not even care more money was being applied to my loan as it does pay it down faster. My concern was the {$35.00} NSF I had to pay to my bank which I do not believe was my fault. 

The rep transfered me to a resolution team and I spoke to a rep XXXX. she said that she would listen to the call and determine what the rep said to be, This was on XX/XX/18. I patiently waited for a return phone call, finally on XX/XX/18 I called back to see if they had a resolution. while I was on the phone with a rep XXXX called me back on my cell phone. she claimed she had listened to the call and that even though the rep had told me the lower amount would draft, she also stated that since it was auto ACH she didn't know what would happen, and since that was said Nelnet was covered.

I do not rememeber her saying this at all but also could not believe Nelnet took over a month to research this and then were using this weak explination to not refund me my money. I have always paid on time and never had a situation like this happen to me. 

Going foward to my XXXX payment, the website again said my total balance was {$97.00}, on XX/XX/18 the payment of {$150.00} was taken out of my account. My account still shows {$97.00} due for the month of XXXX now but am sure that amount will not be taken out. I work with ACH transactions daily and know the regulations governed my XXXX. I also am aware they are not able to just randomly debit my account for random payments. I am also upset as I can not get a straight answer as how much my payments should be, how much they should have been in the past or why I was debited random amounts. I am also concerned about the {$35.00} i was forsed to pay through no fault of my own. I am a financially responsible person and DO NOT pay fees to my bank or anyone else unless absolutely necessary. in this case I believe Nelnet has been irresponsible with my payments and can not give me correct information. I will keep complaiming to the CFPB, department of education, anyone that will listen till I get the correct amount that should be being paid for my loan monthly and my {$35.00} dollars back.

Company response to consumer: Closed with explanation