So I had a Wells Fargo student loan that was then bought out and now serviced by Nelnet.
I took a semester off and had to start repaying on some loans, which I understood well enough. They sent me out my statements, and since they were more than I could afford, I signed up for income-based repayment. It went through, and then I signed up for e-statements.
Now, I have been paying bills online for years through many different businesses. I know how to read statements, and I ALWAYS pay my bills on time.
A couple of weeks after my income-based repayment was approved and I was signed up for e-statements, I got an e-mail saying that my statement was ready and that I could log-in and read it under "my secure e-messages" on Nelnets website. I did this and saw that I owed about $6. I was shocked at how low it was, and I had more than enough to spare, so I paid about $30. I logged in a couple of days later to make sure I didn't have to pay anything else and nowhere I could see that I owed anything. The next month rolled around, and I received another e-mail saying that I have an e-statement ready. I logged in to Nelnet, and my statement said that I owed $0 and that $0 was late. I was confused, but I just gave it a couple more days and logged back in and I didn't have any new messages and the $0 due remained the same. So I didn't pay anything! I know that when I overpay for my car loan, the extra that I pay rolls over so I don't owe as much the next month, and that's what I thought had happened here.
A couple of weeks went by and I kept on getting calls form 1-888 numbers. I thought it was just my internet provider calling me again about trying to get me to buy cable, so I didn't answer them for a couple of days. When I did finally answer it, it was Nelnet. They told me that I was 60 days overdue and owed them $262.
Unfortunately, I did not have my computer in front of me at the time, and when I was telling the woman on the phone that I was receiving the statements saying I didn't owe anything, she thought that I was lying to her. She said it was impossible and that I owed them $262 and that I was overdue, and of course I was supposed to pay every month, even when I told her that it was saying that I didn't owe anything! I was infuriated. I started bawling because I never pay anything late. I told her that I would just pay it, and she said that she could put it in deferment. I told her no that I wanted to just pay it, and then she kept telling me she could put it in deferment. I didn't want to deplete my savings and I was really upset, so I agreed to it.
I then find out that they reported to a credit agency that I was deliquent, and that I was 180 past due on a loan. There was not even 90 days from when I got a statement in the mail saying I owed them anything from the time this happened. I found out they reported it to the credit agency because my credit card company decreased my credit line by $2000 because of something on my credit report.
Oh, and I found the place on Nelnet's website where it said that I owed them money. Even though their statements said nothing, which maybe I'm crazy, but if I statement says that I owe $0 and $0 in late payments, this leads me to believe that...oh I don't owe anything!! Anyhow, although the statements in my "secure messages" said I didn't owe anything, when I clicked on "repayment options" and THEN onto "Pay now" (where by the way I would have gone if I were to have been lead to believe that I owed anything) that is where it finally said I owed them $262, but it didn't say where or why like a statement.
I tried calling them, and couldn't reach a human, so I e-mailed them explaining what had happened. I received an email and a letter in the mail. The letter in the mail showed that they took the mark off of my credit report, but did not say anything about it. In the email, they didn't say anything about the complaint I made about making their system actually work so if you owe anything, the statements should show it, or it should be received in an email. Just a harsh email back saying that I was late on making a payment.
Thinking about Nelnet makes me sick to my stomach for the hell that it has put me through.