Complaints

This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nelnet - National Educational Loan Network

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt DEPT OF EDUCATION/NELNET. I do not have a contract with DEPT OF EDUCATION/NELNET, they did not provide me with the original contract that I requested.

  

  Business Response

  Date: 06/26/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is that you received an athletic scholarship to attend school and
  did not request a loan. You believe you are not liable for these loans due to the absence of a
  contract with ED. You are asking us to remove these loans from your credit files.
  We service your federal student loans. Your account is in repayment and presently 246 days past
  due in the amount of $1,712.88. As of June 24, 2025, your outstanding balance is $21,807.05. Of
  that balance, $17,522.78 is principal and $4,284.27 is interest. You may view additional detailed loan
  information through our website*** ******************** and ED’s website, **************.
  As your loan servicer, we do not have a role in the loan application or disbursement approval
  process. Once disbursements were made, ED assigned the loans to your servicer for servicing,
  which includes but is not limited to billing, offering support during the repayment period, and
  reporting your loan information to the consumer reporting agencies. Our records reflect that you
  received seven Direct Stafford Loans between October 2008 and September 2012. The loans were
  disbursed at your request and in your name by Northwood University and Alcorn State University. To
  learn more about how the loans were applied to your education expenses, or for more information on
  the application and disbursement process, please contact Northwood’s financial aid office at **** ******** or Alcorn’s financial aid office at ************. 

  

  Business Response

  Date: 07/09/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provide the
  attached response.Your concern, as we understand it, is you were on a full athletic scholarship during the time you
  were in college and did not take out any loans. You state that you contacted both Alcorn State
  University and Northwood University. You’re asking us to remove the loan off your credit until this
  issue is resolved.

  Customer Answer

  Date: 07/09/2025

  Can I please have this removed from my credit report while this is under investigation. I will file fraud on this through the link NELNET sent.

   

  Thanks,

  *****

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Regarding Data Breach, FERPA and Title IV Violations, and Request for Immediate Discharge of Student Loans
  
  January 2025 is the date in which this problem occurred.
  
  I am writing to formally lodge a complaint regarding the unauthorized access and breach of my educational records, financial aid data, and IRS tax information by the U.S. Department of Education (DOE) and the Department of Governmental Entities (DOGE). This breach constitutes a direct violation of the Family Educational Rights and Privacy Act (FERPA) and Title IV regulations, as well as an egregious violation of my personal privacy and financial security.
  
  The student loan company as well as the Department of Education has promised to keep my personal information private, but this was promise was broken during the data breech.
  
  Given the severity of this breach and the direct impact on my financial security and privacy, I demand the current amount of $74,335.44 of student loans that are owed are cancelled.
  
  I also sent a US Postal Money Order to the Nelnet company with the memo stating as follows: Accepted for value received for valuable consideration. Tender this instrument the complete amount of $1000. This instrument is intended for special deposit purposes to be exchanged for equal credit, and if this total amount is not accepted then please send my payment back to my address. They only credited my account for $1 which is not what the instructions stated as a US Postal Money order is worth $1000 for every $1 paid by the customer.

  

  Business Response

  Date: 06/16/2025

  Pertaining to ******* ********* federal student loan account,
  we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you believe your educational records and other personal data
  were compromised due to unauthorized access to your records. You are concerned about the
  impact to your privacy. You are requesting a formal investigation and for your federal student loans
  to be discharged

  

  Business Response

  Date: 06/26/2025

  Pertaining to ******* *********
  federal student loan account, we reviewed their concerns and provide the
  attached response.The Electronic Signatures in Global and National Commerce Act passed in June 2000 states
  any contract with an electronic signature may not be denied legal effect or ruled
  unenforceable because it was created digitally. ED has designated the FSA Personal
  Identification Number as the electronic signature for federal student loans. Use of this
  number when applying electronically for your Direct Stafford Loans in July 2012, gave the
  application the same legal integrity as documents bearing an inked or wet signature.
  ? All pertinent information regarding the making and collection of your loans is contained in the
  Terms and Conditions and the Borrower’s Rights and Responsibilities contained in your
  MPN. Under these terms, a borrower is obligated to repay the full amount of the principal
  owed plus any interest, fees, or costs

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it fails to address the core issue: their negligence in securing my personal data during the massive data breach involving the Department of Education. 

  My private, sensitive information was compromised as a result of Nelnet's failure to implement adequate cybersecurity measures. I now face ongoing risks, including identity theft, emotional distress, and financial uncertainty. Yet, Nelnet has refused to take responsibility in a meaningful way.

  I am not satisfied with generic apologies or offers of credit monitoring. These do not undo the damage done or protect me from long-term consequences.

  I request further investigation into this matter by the BBB and ask that Nelnet revisit its position and offer solutions that reflects the gravity of the harm caused

  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was paying as normal before Nelnet took over great lakes. After Nelnet took over I set up my account online to make payments made a lump sum of over $600 which paid off one of the 4 accounts. I get a letter from my mortgage company said my credit score has made a tremendous drop and I had a few weeks to get it back up or my account would default and I could lose my house. I immediately look at my credit report and Nelnet has 4 accounts all over 120 days past due one to which I paid off was on there for $0.07 . I received no letters in the mail nor did I know about anything being past due. No email nothing. I called to complain and then I start getting letters of being past due. Tried logging in my account is not working. It ask for my social security number and DOB which I entered them the screen freezes. I understand this is a government business but I believe it's bad business.
  Previously before I looked up Nelnet and it said they was not a good company as they where being sued and filling of bankruptcy I assumed this was a legit company but I don't feel comfortable doing business with Nelnet. Please look into why my credit gets destroyed over something that I was paying.

  

  Business Response

  Date: 06/17/2025

  Pertaining to ****** ******** federal student loan account, we reviewed
  their concerns and provide the attached responseAs we understand it, you were paying as normal before we took over your Great Lakes Educational 
  Loan Services, Inc. (GLELSI) loans. You state you set up your Nelnet account and made a lump 
  sum payment of over $600.00 which paid off one of your four accounts. You received a letter from 
  your mortgage company that said your credit score had dropped, and you checked your credit report 
  and saw we reported four accounts over 120-days past due. You state you didn’t receive letters in 
  the mail, or any emails saying you were past due. You contacted us to complain and then you 
  started getting letters of being past due. You tried logging into your account, but it wasn’t working. 
  You don’t know why your credit gets destroyed over something that you were paying. You’re asking 
  us to correct your credit report.

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was in forbearance during the time to which I made no payments which allowed me to not make a payment and with out interest. I was charged interest during this time period? I'm not here to argue over the fact of having not made payments when due. I pay my bills when there due. I believe this notice or decision is unnecessarily hard to respond. Wanting to help and actually reaching out to help is a difference.

  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 06/27/2025

  ****** ******
  *** ***** ******
  Kremmling, CO 80459
  
  Account: **********
  
  Dear ******,
  
  We are writing in response to the rebuttal you submitted to the Better Business Bureau regarding
  your previous inquiry on your federal student loan account with Nelnet. On behalf of your lender, the
  U.S. Department of Education (ED), we service your federal student loans. We take your concerns
  seriously and appreciate the opportunity to respond.
  
  As we understand it, you continue to have concerns on the balance remaining on your account.
  You’re asking us to provide details as to when interest began accruing interest after the forbearance.
  
  In April 2023, your loans were transferred to us from Great Lakes Educational Loan Services Inc.
  (GLELSI) in the Coronavirus Aid, Relief, and Economic Security (CARES) Act forbearance which
  didn’t accrue interest. As of August 31, 2023, this forbearance ended, and interest accrual began
  again as of September 1, 2023.
  
  In September 2023, we sent the enclosed statement to you detailing a payment due on October 8,
  2023.
  
  We noticed the mailing address you included with your inquiry differs from the mailing address we
  have on file. We may receive updates from your school or ED if either of these entities have different
  contact information for you. Please log in to your StudentAid.gov account or your
  Nelnet.StudentAid.gov account to review and update your contact information. Alternatively, you can
  contact ED at ************ or our customer service team using the contact information provided at
  the end of this response.
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 11 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You may also
  send us a secure email through your Nelnet.StudentAid.gov account.
  
  Sincerely,
  
  ***** **
  Nelnet
  
  P.O. Box ***** | Lincoln, NE 68501 | p ************ | f 877.402.5816 | *********************
  
  Enclosure:
  09.2023 Statement
  

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notification via email that my student loans have been discharged and I no longer owe on them. And that it may take months for my service provider to refund or establish that these are not owed, but no payment is needed. I contacted Nelnet and forwarded them the email. They continued to call me daily when a missed payment occurred and placed it on my credit a few weeks showing over 90 days late. This dropped my credit 70 points. Please help me sort this out.
  
  Link to email stating discharge and my correspondence with Nelnet.
  
  ************************************************************************************************************************************************** 

  

  Business Response

  Date: 06/27/2025

  Pertaining to ******** ******** federal student loan
  account we reviewed their concerns and provide the attached response. Your concern, as we understand it, is that you received a notification via email that your student
  loans have been discharged and you no longer owe on them. You were informed that the processing
  may take months for your service provider to refund or establish that these are not
  owed, but no payment is needed. You contacted Nelnet and forwarded us the email. However, we
  continued to call you daily when a missed payment occurred and reported it to your credit. You’re
  asking us to sort this out.
  We understand that there has been some confusion related to the email you received in January
  2025 regarding the loans for your education at Center for Excellence in Higher Education (CEHE)
  and their pending discharge. ED has approved significant student loan relief for Independence
  University students.
  We received notice from ED that your loans were approved for discharge through borrower defense
  to repayment (borrower defense). On June 20, 2025, we placed your account into an administrative
  forbearance while ED reviews your claim. In order to process the discharge, we have to wait for the
  loans included in your Direct Consolidation Loan to be reinstated by your previous servicer(s). You
  will receive a notice from ED once the discharge is completed.

• Initial Complaint

  Date:05/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *ear Nelnet Customer Support,
  
  I am writing to formally request your imme*iate intervention regar*ing a refun* of $26.38 owe* to me by Sloan Servicing, a subsi*iary of your company.
  
  Since January of this year, I have contacte* Sloan Servicing multiple times via phone, email, an* by submitting all requeste* *ocumentation. *espite repeate* assurances from their agents that the refun* check woul* be issue*, I have yet to receive it.
  
  On each occasion, the communication has been vague, *elaye*, or contra*ictory—creating the impression that there is little intent to follow through. Most recently, I was tol* more than two weeks ago that the check woul* be *elivere* within ten business *ays, yet that promise, like the others, has not been fulfille*.
  
  Given the ongoing *elays an* lack of resolution, I am now filing a formal complaint with the Better Business Bureau. I urge you to take this matter seriously an* ensure that Sloan Servicing promptly sen*s the refun* check without further *elay.
  
  Thank you for your imme*iate attention to this matter.
  
  Sincerely,

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  #
  *********** ***
  **** * ***** ** *
  Bixby, OK 74008
  Account: **********
  *ear ************
  We are writing in response to the inquiry you submitte* to the Better Business Bureau regar*ing your fe*eral stu*ent loan account with Sloan Servicing. Your commercially hel* Fe*eral Family E*ucation Loan (FFEL) Program loan with an account number that begins with * is now service* un*er our new bran*, Sloan Servicing, previously Nelnet Loan Servicing. On behalf of your len*er, College Loan Corporation, we previously service* your fe*eral stu*ent loan. We take your concerns seriously an* appreciate the opportunity to respon*.
  Your concern, as we un*erstan* it is since January 2025, you have contacte* us multiple times as well as sent in all requeste* *ocumentation to have your refun* check in the amount of $26.38, reissue*. You assert, each interaction with us, the communication has been vague, *elaye*, or contra*ictory. A**itionally, your most recent interaction, you were informe* your refun* check woul* be *elivere* within ten business *ays, however, you still have not receive* it. You are requesting your refun* check to be sent promptly without further *elay.
  We apologize for any frustration this may have cause*. As of May 28, 2025, we sent a stop payment/reissue request for check number ******, sent on January 6, 2025, in the amount of $26.38.
  *ue to the high volume of refun* requests, the timeframe for processing refun*s has increase*. We appreciate your patience while the processing is complete*.
  If you have any other questions, you may call us at ************ from 8 a.m. to 8 p.m. (Eastern) Mon*ay through Fri*ay. You can also email *********************** or visit ******************.
  Sincerely,
  ******** *
  **** *** *****
  Lincoln, NE 68501
  -
  7865

  

  Business Response

  Date: 06/13/2025

  Pertaining to *********** ***** fe*eral stu*ent loan account, we reviewe* their concerns an* provi*e the attache* response.We are writing in response to the inquiry you submitte* to the Better Business Bureau regar*ing your
  fe*eral stu*ent loan account with Sloan Servicing. Your commercially hel* Fe*eral Family E*ucation
  Loan (FFEL) Program loan(s) with an account number that begins with * are now service* un*er our
  new bran*, Sloan Servicing, previously Nelnet Loan Servicing. On behalf of your len*er, College Loan
  Corporation, we previously service* your fe*eral stu*ent loan. We take your concerns seriously an*
  appreciate the opportunity to respon*.
  Your concern, as we un*erstan* it, is you assert Sloan Servicing has not processe* your refun* in a
  timely manner. You request imme*iate action to get your refun* issue*.
  We spoke with you on June 9, 2025. *uring the call we a*vise* you the refun* check was maile* on
  June 5, 2025 an* you state* you receive* the check.  

  Customer Answer

  Date: 06/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewe* the response ma*e by the business in reference to complaint ** ********, an* fin* that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *********** ***

• Initial Complaint

  Date:05/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attended school at UWSP and had student loans from Nelnet. I was unaware that I had outdated contact information, and was made aware that my student loans have become due after getting a notification from my credit report as missed payments. I have been working hard to obtain good credit to buy a house, and have since made all payments current and contacted Nelnet to update all information.
  I am requesting that Nelnet please remove these derogatory remarks from my credit report, as everything is current with them, including contact information.
  I understand that this partially falls on me, however, I am asking in goodwill to work with me on this and allow me the opportunity to buy a house and keep moving forward.
  It has been a difficult road recovering from a divorce, and I was in line to buy a house until this hit. Allow me to better myself and obtain the American dream is what I am asking for.
  Please remove the negative remark of missed payments from credit report and help me build a better future. Again, everything is up to date.
  Thank you.

  

  Business Response

  Date: 05/28/2025

  Pertaining to C********** ********* federal student loan account,
  we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you state that you were unaware that your contact information
  was outdated until you received a notification on your credit report that you had missed payments.
  You are asking us to remove the negative marks from your credit report since you have brought your
  account current and updated your contact information.

  Customer Answer

  Date: 05/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Creditors do have the authority to change information on credit reports. The statement that they do not have this authority isn't correct, and I would like it changed. They reported current for two months prior, however, reported them 120 days late. There was no 30 or 90 days late, which 120 days late has a more severe impact to credit scores. This is unfair practice to report this way, and need to be corrected immediately.
  
  
  
  Sincerely,
  
  
  
  *********** *******

  

  Business Response

  Date: 06/05/2025

  Pertaining to C********** ********* federal student loan account, we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you are rejecting our previous response because you assert that creditors do have the authority to change information on credit reports and you believe our previous response stated that we do not have that authority. You also state that there were no 30- or 90-day late reports before your loans were furnished as 120 days late, and you believe this is an unfair practice.
  On behalf of ED, we furnish your account data monthly to the national consumer reporting agencies. It is important to note that ED has set specific guidelines for federal student loans stipulating that servicers should not furnish loans as delinquent until they are at least 90 days past due on the last day of the month. Until an account reaches 90 days past due, we furnish data reflecting the account as up to date. When an account reaches 90 days past due or more on the last day of the month, we begin furnishing late payment data. Review of our records confirmed that the data we furnished in March 2025 reflected your loans were 90 days or more past due, and the data we furnished in April 2025 reflected your loans were 120 days or more pas
  

• Initial Complaint

  Date:05/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* * ****** **** *** ****** *****
  Burlington, NJ, 08030
  5/14/2025
  
  NelNet Federal Student Aid **** *** *****
  Lincoln, NE 68501-2561
  Dear NelNet,
  
  I hope this message finds you well. I am writing to formally request a goodwill adjustment for two late payment entries reported on my account, ********** for the months of January and February.
  I have maintained this account for over 12 years, and throughout that time, I have made every effort to remain a responsible and loyal student. The recent delinquencies are isolated events, which occurred during a period of significant personal hardship that impacted my ability to manage my finances as I normally would.
  
  Over nearly 13 years with your institution, I have consistently demonstrated a strong payment history. These two late payments stand out as exceptions to my usual reliability and commitment.
  
  The missed payments occurred during a difficult time in my personal life. While I take full responsibility for the delays, I respectfully ask that these entries be considered in light of the challenges I was facing and the overall strength of my account history.
  
  I am pleased to report that my account is currently in good standing, and I remain fully committed to meeting all my financial obligations going forward.
  
  In the spirit of our longstanding relationship, I kindly ask that you consider removing the late payment notations from my credit report as a goodwill gesture. I understand this is a discretionary decision, and I genuinely appreciate your consideration.
  This adjustment would go a long way in supporting my efforts to restore and maintain strong credit health, while also reinforcing the trust and goodwill that has defined my relationship with your institution.
  
  Please confirm receipt of this letter and let me know if further information is needed. I can be reached at ******************* Thank you sincerely for your time, understanding, and consideration.
  
  Warm regards,
  ******* * ****** **** ********** 

  

  Business Response

  Date: 05/19/2025

  Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the attached response

  We currently service your Federal Direct Stafford Loans for your education at The Hair Design 
  School, and College at Burlington County. The loans are utilizing the Temporary Saving on a 
  Valuable Education Forbearance, which is scheduled to end on May 19, 2025. 

  

  Business Response

  Date: 05/23/2025

  Pertaining to ******* ****** ****** federal student loan
  account we reviewed their concerns and provide the attached response. We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is that you relocated over six years ago from the address we
  have on file, and your phone number changed. You believe this may have caused missed attempts
  to reach you. You are asking us to remove the previously reported delinquencies.
  On May 19, 2025, we explained our investigation of the data furnished to the consumer reporting
  agencies (CRAs) with our enclosed response. We are obligated by the Fair Credit Reporting Act to
  ensure the data we furnish to CRAs is complete and accurate. The data we provided to the CRAs
  accurately indicated your loan status at the time it was furnished. Due to the continued delinquency
  occurring on your loans, the data we furnished from January 2025 to February 2025 reflected your
  past due status.
  We have enclosed a copy of your master promissory note (MPN). This MPN is your loan agreement.
  Please note that as a precautionary measure, we redacted your identity sensitive information (Social
  Security number, Driver’s License number, and date of birth) from the MPN.
  When reviewing this document, please note the following terms of the Borrower’s Rights and
  Responsibilities you agreed to when signing your MPN

  Customer Answer

  Date: 05/28/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ******* ****** ****

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Nelnet.
  ?I submitted my Teacher Loan Forgiveness (TLF) application to Nelnet in October 2024, and it was rejected solely because my employer provided an electronic signature instead of a wet ink signature. However, my employer has a strict policy of issuing only electronic signatures and will not provide wet ink signatures under any circumstances. I contacted Nelnet and asked them either to accept the electronic signature under the ESIGN Act, or to issue a formal letter requesting a wet signature so my employer could consider making an exception. Nelnet failed to respond to these requests or cite any specific federal policy justifying their refusal to accept an electronic signature.
  
  At no point does the Teacher Loan Forgiveness application state that only wet ink signatures are acceptable. If that were truly a requirement, it would have been clearly indicated on the application form itself. This justification appears to be a pretext to avoid processing my application rather than a legitimate policy requirement. This outdated and inconsistent practice not only contradicts standard HR procedures, but also creates an unnecessary barrier to accessing a program I am fully eligible for.
  
  I am not requesting guidance—I am asserting my right to have my original application processed retroactively, based on my loan balance and eligibility as of October 2024, when the application was first submitted. Failure to respond appropriately will result in escalation to the Consumer Financial Protection Bureau (CFPB), the state attorney general, and other relevant oversight bodies.

  

  Business Response

  Date: 05/29/2025

  Pertaining to ***** ********** federal student loan account, we reviewed their concerns and provide the attached responsee apologize for the frustrations you experienced with the processing of your TLF application. On 
  May 16, 2025, and May 21, 2025, we responded to your similar concerns. The enclosed responses 
  advised that we are unable to accept the electronic signature from your CAO. This is an application 
  created by ED, we must follow ED’s requirements. 

  Customer Answer

  Date: 05/30/2025

  I am rejecting Nelnet's response because they continue to evade the issues raised in my original complaint.

  Specifically, Nelnet has not provided any citation to a binding federal regulation, Department of Education (ED) policy, or published program guidance that expressly requires a wet ink signature from a Chief Administrative Officer (CAO) on the Teacher Loan Forgiveness (TLF) application.

  As I have previously stated, my employer utilizes secure electronic signature systems in full compliance with the Electronic Signatures in Global and National Commerce Act (ESIGN Act), 15 U.S.C. §§ 7001–7031. Under this federal law, electronic signatures are legally valid and enforceable for federal documents unless an explicit statute, regulation, or agency policy requires otherwise. Your assertion that you “must follow ED’s requirements” is not sufficient without reference to a specific and published directive prohibiting the use of electronic signatures.

  
  Further, the instructions in Section 5 of the TLF application merely require a “signature” — they do not specify that the signature must be handwritten or that electronic formats are invalid. The absence of such language, combined with the binding authority of the ESIGN Act, renders Nelnet’s rejection of my application on these grounds arbitrary, lacking due process, and in potential violation of federal law.
  Additionally, Nelnet has failed to respond to the following requests:

  
  A formal written request or directive that I may provide to my employer justifying a wet ink signature exception.
  Confirmation that my original October 2024 application — complete in all other respects — will be processed retroactively once this procedural issue is resolved.
  A clear explanation of why Nelnet refuses to accept electronic signatures in cases where the underlying federal law does not prohibit them.
  A specific point of escalation within the Department of Education or your office for resolution of this issue.
  

  I am again requesting that Nelnet do one of the following:
  Process my original application, in accordance with the ESIGN Act and in the absence of any valid legal prohibition against electronic signatures; or
  Provide a specific citation to the statute, regulation, or official Department of Education guidance that expressly requires a wet ink signature on the TLF form.
  

  If this issue is not resolved, I will escalate the matter to the following bodies for further investigation and review:
  The Office of Inspector General for the U.S. Department of Education;
  The Federal Student Aid Ombudsman Group;
  My State Attorney General’s Office for potential violations of federal consumer protection law;
  Relevant members of Congress, given this concerns a federally funded forgiveness program.
  This issue is not a matter of preference or convenience — it is a matter of compliance with federal law and fairness in the administration of a public benefit. Absent any formal legal requirement to the contrary, I assert that my rights as an eligible borrower under federal law are being obstructed.

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notice from the U.S. Department of Education in January 2025 confirming the full discharge of my student loans related to Ashford University (now University of Arizona Global Campus) under the Borrower Defense to Repayment program.
  
  As of May 13, 2025, my student loan account with Nelnet remains incorrect. Despite formal complaints and numerous calls, the discharged amount has not been removed from my balance, and interest continues to accrue on the full amount — even while the loans are in deferment. I’ve also noticed that the original school names have been removed from the loan details, though I have printed documentation showing them.
  
  Historical Nelnet statements show my balance was:
  
  $70,664.46 on 12/16/2019
  
  $70,481.51 on 02/14/2020
  
  $67,867.09 on 03/11/2024
  
  Yet as of the letter dated 05/13/2025, they are reporting that my balance is still $67,654.78 — virtually unchanged, despite Nelnet confirming the $32,500 discharge in letter dated 03/18/2025.
  
  I’ve filed complaints with Federal Student Aid, Consumer Financial Protection Bureau, and made multiple requests to Nelnet, and still have no resolution. I’m requesting immediate correction of my account balance, proper application of the discharge, updates to my credit reporting, and transparency on the remaining valid loans so I can resume repayment in good faith.
  
  This situation is unacceptable and needs urgent attention.

  

  Business Response

  Date: 05/19/2025

  Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the
  attached response.Your concern, as we understand it, is you received notice from ED in January 2025 confirming the
  full discharge of your student loans related to Ashford University (University of Arizona Global
  Campus) under the borrower defense to repayment (borrower defense) program. You state that as
  of May 13, 2025, your student loan account remains incorrect. You indicate the discharged amount
  has not been removed from your balance and interest continues to accrue. You’re asking us to
  correct your account balance, proper application of the discharged amount, and update your credit
  report.
  We responded to your similar concerns with our Consumer Financial Protection Bureau response
  dated May 13, 2025. We’ve enclosed a copy of our response for your review. We confirmed your
  loans that were taken out for your attendance at University of Arizona Global Campus have been
  discharged under the borrower defense program as of March 18, 2025. A copy of your payment
  history was included with the May 13, 2025, letter. The payment history reflects that the payments
  you previously made to your account have been reapplied to the remaining balance of your account.

  

  Business Response

  Date: 05/27/2025

  Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the attached response.Your concern, as we understand it, is our previous responses indicate that the student loans you
  took out for the University of Arizona Global Campus were discharged and that the payments made
  to those loans were reapplied to the remaining balance on your account, but you assert that the
  balance of your Direct Consolidation Loan has not changed, and that your payments have not been
  reapplied. You are requesting an explanation for how the discharge was applied to your Direct
  Consolidation Loan balance, how your previous payments were reapplied, and a breakdown of the
  loan still considered valid.
  We apologize for any confusion caused by our previous responses dated May 13, 2025, and May
  19, 2025. We highly value customer feedback and will take your input into consideration as part of
  our continuous effort to enhance our processes, so that we may serve you better.

  Customer Answer

  Date: 05/28/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to Nelnet corporation multiple times. I have called wanting to talk to a live person but only get automated recording. I have mailed them a letter explaining I need a live person to call me and help me with logging into the system so I can make payment on a school loan. NO ONE HAS ever called or emailed me back. I left my phone, email and address.
  Is Nelnet a scam? Are my school loans really with them or have they sold out and passed my loan to another company? I am very frustrated as they have dinged my credit because of late payments! Please help!

  

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  ***** ****
  ***** **** ****
  ***** ******* ** *****

  Account: **********
  
  Dear *****,
  
  We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  
  Your concern, as we understand it, is that you have reached out to us multiple times wanting to talk
  to a live person but only get an automated recording. You have also mailed us a letter explaining
  that you need a live person to call you and help with logging into the system so you can make a
  payment on the school loan. However, no one has ever called or emailed you back. You’re asking us
  to contact you.
  
  We were experiencing unprecedented call and email volumes, which resulted in long hold times and
  delayed email responses. We apologize for the inconvenience. We are committed to providing a
  superior customer experience and we look forward to a more positive relationship with you in the
  future.
  
  Our records show you were able to connect with a Nelnet representative by telephone on May 14,
  2025. We updated your telephone number and once that was accomplished, you could create your
  ********************* account. You were successful creating your online account and have been
  able to schedule your payment for $250.00.
  
  We noticed the mailing address you included with your inquiry differs from the mailing address we
  have on file. We may receive updates from your school or ED if either of these entities have different
  contact information for you. Please log in to your StudentAid.gov account or *********************
  account to review and update your contact information. Alternatively, you can contact ED at ****
  ******** or our customer service team using the contact information provided at the end of this
  response.
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 11 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You may also
  send us a secure email through your ********************* account.
  
  Sincerely,
  
  *** **
  Nelnet