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Nelnet mobile app glitch caused 90 day late.

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Nelnet mobile app glitch caused 90 day late.

I am trying to figure out the best way to fight this and want the communities input.  In February I set up autopay to my chase account savings account. I did this through the mobile app.  Well fast forward three months I get nasty gram telling me I am almost 90days late and to pay my loan.  I got this notification while on vacation.  Using the mobile app I made a payment and to bring the account current.  While it appeared successful from the app point of view it failed on the backend.  I took a 90day late on my credit and my credit scores were annihilated.   I have not been late or missed a payment for over 15 years!  Seems excessive to drop my credit score over 100 points for something I was trying to pay.

 

So how do I fight this?  Trying to work with Nelnet customer service seems like a dead end.  Disputing this via the credit bureaus seems possible but not a sure thing as I am still ultimately responsible.

 

It seems that technology failed me in this case.  

1. Despite selecting the correct funded account Nelnet defaulted to my original bank account which was closed hence the rejection.

2. While it is my responsibility to make sure payments are made I feel the way in which the communication with users needs to be revamped to clearly alert the users of account/payment issues.

3. I can't seem to get past customer service to talk to someone who can make an informed decision based on the evidence I have collected.

 

 

Any angles or advice is welcome.  

Message 1 of 5
4 REPLIES 4
Valued Contributor

Re: Nelnet mobile app glitch caused 90 day late.


@thespuds wrote:

I am trying to figure out the best way to fight this and want the communities input.  In February I set up autopay to my chase account savings account. I did this through the mobile app.  Well fast forward three months I get nasty gram telling me I am almost 90days late and to pay my loan.  I got this notification while on vacation.  Using the mobile app I made a payment and to bring the account current.  While it appeared successful from the app point of view it failed on the backend.  I took a 90day late on my credit and my credit scores were annihilated.   I have not been late or missed a payment for over 15 years!  Seems excessive to drop my credit score over 100 points for something I was trying to pay.

 

So how do I fight this?  Trying to work with Nelnet customer service seems like a dead end.  Disputing this via the credit bureaus seems possible but not a sure thing as I am still ultimately responsible.

 

It seems that technology failed me in this case.  

1. Despite selecting the correct funded account Nelnet defaulted to my original bank account which was closed hence the rejection.

2. While it is my responsibility to make sure payments are made I feel the way in which the communication with users needs to be revamped to clearly alert the users of account/payment issues.

3. I can't seem to get past customer service to talk to someone who can make an informed decision based on the evidence I have collected.

 

 

Any angles or advice is welcome.  


Like you said - ultimately, it was accurate, so a dispute would be a bad idea.

Honestly, I would try to leverage your 15 years of good history + one time payment glitch (which you immediately corrected) and goodwill letter saturate them.

 

Nelnet isn't very accomodating, so it's an uphill battle.  But you've got nothing but time and stamps to lose.




Garden goal: keep on keepin' on until 2020.
Message 2 of 5
Established Contributor

Re: Nelnet mobile app glitch caused 90 day late.

I have good and bad news; it's both of your fault. Please do but take anything I'm saying as harsh. You will likely have to have a reason for all the points I bring up when you file a complaint.

When you set up the payment , it could have been their error. Does it give you an automated message? Did you check later to make sure your account online said it was set up for autopay? This is important as the more you do or prove you did the less it looks like a mistake on your end. Did you ask a specialist to look into if their system shows you seeing something up. There might be a digital trail. I doubt they will give it to you but it will also work for you to record the details of the communication and that they refused to do so.

After you set it up, did you look at your bills. It should have shown you were behind. Get copies if you don't have any. Is your contact information up to date? not that it matters because they don't have to contact you by it doesn't hurt to say they didn't and that if they had you would have recognized their(??) error. These types of student loans often do not report the 30 & 60 day lates. I think it sucks to, since they don't notify people.

When you logged into your account you probably should have deleted the old bank info (I would have been guilty of there same thing, so not judging). However they selected the wrong account and that's on them. It's not uncommon with servicers to make these types of errors actually, it even to draw twice but that's another rant for another day. 😬 You need to be, or sound like you are, 100% sure it wasn't your mistake or they will use the wiggle room. If you could look at least this down it might stop it all from bring reported. Or they may just leave the 30 & 60. Hard to say. See least the effect of those two lessens over time. You will take the full point loss of the 90 for 7 years.

2. Yes, it is and absolutely I think they do, times a million. The websites have improved a lot. It's not enough. Even the Dept of Education report says they are not doing enough, even misleading borrowers. Yet, nothing is done. As a borrower I've learned to distrust my servicer by nature and that has gotten me far. Only after they did damage though. I would highly suggest you stop using the app. To my knowledge it's new. Use the website instead. Save everything. Have a log of conversations. Look at so your bills closely. Double-check their calculations. It pays in the end.

3. Ask them something complicated, probably something they have to look up but don't have access to. Something not their fault. You need to be transferred to a supervisor/ account specialist. The quality of that transaction might be better. It's most useful for a names and dates prospective imo. You can also ask for a log of previous communications. I got mine. Eventually.

I really think you're past them helping you. I would gather everything I had and file a complaint with the student loan Ombudsman. Those have mixed results (it's kind if the Dept of Education policing themselves). Next I filed a complaint with the Consumer Financial Protection Bureau or CFPB website with a detailed narrative, a ton of uploaded documents and detailed the full resolution I expected. Your should include not only the adjustment of the account but removal of the lates from your credit report. They can do this.

I would keep on this and I'm optimistic this approach could work for you. You could also speak with a lawyer if that's an option for you.

Good luck and ask as many questions as you need to.





Message 3 of 5
Member

Re: Nelnet mobile app glitch caused 90 day late.

No offense taken.  You are correct I should have gone in and cleaned up my accounts on their portal.  I hope I can find the right person to look at their processes or at least acknowledge the glitch and make a correction.

Message 4 of 5
Established Contributor

Re: Nelnet mobile app glitch caused 90 day late.

Hopefully you can get it fixed internally, and they fix your credit report. If not, you have a paper trail for other solutions. Also keep in mind that their solutions may be manual and cause another glitch (happened to me).
Good luck!



Message 5 of 5
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