Consumer complaint received 2024-02-23 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: TX

Complaint narrative:
XXXX # XXXX I pay my payments early to allow for electronic processing time. I made my payment for XXXX on XXXX electronically like I always do thinking the payment was taken care of because I had the confirmation numbers XXXX, XXXX, XXXX, XXXX. My wife told me on XXXX the payment still hasn't come out of our checking account. I gave it a few more days until the XXXX and I called my bank, and they said nothing has been presented to the bank. I hung up with the bank and immediately called NelNet. and spoke to customer service representative XXXX. He could see where I made the payment and had the confirmation #. He said my bank returned the request because I did not have enough money in the bank to cover the payment. I told him that was not possible because I have more than enough to cover a payment of {$730.00}. I asked to speak to a supervisor. XXXX transferred me to Resolution Specialist XXXX in the XXXX XXXX. She could see the same thing showing where I made the payment and could see the confirmation numbers. She wanted to know how she could help. I explained to her there is something wrong on their end or with their system or personnel. I make the payment online on their website and it shows the payment is pending and the next day there is nothing pending. I contact my bank, and nothing has been presented to my bank at all. Now, it's past my due date and I am late. I don't like being late because I value my credit. I just want them to honor the payment I made electronically on XXXX and present the request to the bank and back date my payment to reflect the date I made the payment. XXXX said she could not do that. I asked her to explain what happened initially on their end and why the payment was not presented the first time to my bank. She had no answers at all. She said maybe I entered the wrong number or something. I explained I have a banking/mortgage/loan servicer background and I am particularly careful when entering banking information online because I do it every day for my job. To not argue with XXXX and preserve my credit, I went ahead and made another payment with XXXX over the phone on XXXX. Miraculously that payment had no problem going through on XXXX however on that payment now I had to pay an extra 10 days ' worth of daily interest on all the loans. Also, she did not do what I asked her to do which is apply the {$730.00} to each loan. She only applied the {$730.00} only to loan XXXX, XXXX, XXXX. If they check their records for every payment of {$730.00}, I have applied the same amount every month. I apply {$160.00} to Loan XXXX, I apply {$200.00} XXXX XXXX. I apply {$210.00} to XXXX XXXX. I apply {$140.00} to XXXX XXXX. This is how I wanted her to apply the payment this time on XXXX she did not do that. I asked XXXX to review the payment history on this account. I have been making payments since XX/XX/XXXX electronically just like I did this time. I have worked in banking / mortgages and loan servicing for 25 years. I know mistakes happen, but I also know the customer should not be penalized for an error that occurred on the loan servicer 's end. Also, the carless disregard to say I don't know what happened and there is nothing you can do and then never bother to find out what happened on their end so the real issue can be resolved with no impact to the customer is unacceptable for me. I told XXXX that I would be making a complaint after checking with my bank. I have checked with my bank and their letter is attached. The XXXX Manager XXXX XXXX researched with their Accounting Department and their research determined there was never any payment request presented to the bank at all on my account. The only payment presented was on XXXX and that payment cleared with no problem. if I need to, I will contact my lawyer if I need to take this further. If this is happening to me, I can only image how many other people this is happening to, and they never say anything because they are too busy. I am busy but I got time for this. I stand on principle and for what is right, and I always will. I would like my payment from XXXX to be back dated and I would like the payment applied as stated above spread among all XXXX loans and not to advance the due date. 

Situation # XXXX *************************************************************************************************** ********I will be calling NelNet again to try to get this resolved again on XXXX ********* *************************************************************************************************** I made my XXXX payment electronically on NelNet 's website on XX/XX/XXXX, and I received confirmations numbers XXXX, XXXX, XXXX, XXXX. I also designated {$160.00} to loan XXXX, {$200.00} to XXXX XXXX, {$210.00} to loan XXXX and {$140.00} to loan XXXX. All of these amounts total us to {$730.00}. On XXXX is showed all of these payments pending. On XXXX it's showing nothing is pending, like I have never made the payment at all. I am very confused and don't know what is going on with NelNet 's electronic payment process. NelNet has received all of my other electronic payments with no problem. The last two payments XX/XX/XXXX and XX/XX/XXXX will not process through their website. I know when My wife had her student loans with NelNet she had all kinds of problems like this with NelNet. I assume My XX/XX/XXXX payment did not go through either. I have not received an email, or a call, or text message to say your payment did not go through or anything. I am just being more vigilant because I see this could become a problem if I don't stay on top of this or it could be by NelNet 's design to get extra fees or more interest. I called my bank today and they said no electronic payment from NelNet has been presented to the bank against my account all. I don't know what's wrong on NelNet 's website or payment process which is not allowing my XXXX payment to process. It may be a personnel issue or a system issue or something, but I can't put my finger on it. I would like this payment to be back dated to reflect to the day I actually made the payment XXXX and as stated above and not advance the due date.

Company response to consumer: Closed with explanation