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

  
• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  Nelnet-National Educational Loan Network

  P.O. Box 1649 Denver, CO 80201

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

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:01/13/2025

  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 was made to believe this company would instruct the credit companies to have my student loans forgave in full as They were instructed by The Department of education but it seems like they are just a data collection agency that sells the data of ppl to other agencies I was under the impression my loans should have been forgave by now as the documents say the 90 days were up by Nov the 20th 2024

  

  Business Response

  Date: 01/16/2025

  Pertaining to R***** ***s‘s federal student loan
  account we reviewed their concerns and provide the ******** ********* 

• Initial Complaint

  Date:01/02/2025

  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.

  Reference: Accoun* * ********** Loans 5-8
  
  I received a discharge of my student loans on account E******811, Loans 5-9 from D***** *****er College in November of 2021 under a Closed School Student Loan Discharge. This means that any payments made on loans should have been refunded to me. The Nelnet company did not make any refunds to me and instead took all payments that I had made on the discharged loan accounts and posted them onto other loan accounts on 11/2/21. The account summary shows the company accepted the claim payments (to get the accounts paid in full) and then on 11/2/21 they applied payments made from me to Loans 1-4 instead of issuing a refund to me for monies paid on loans 5-9. I was also in a Chapter 13 bankruptcy during the time of the discharge which means that I am entitled to 100% refund on monies paid to Nelnet and they cannot legally apply refunds that I should have received in Nov 2021 to other accounts as the bankruptcy puts a stay on payments to the other accounts. I am entitled a refund on all borrower payments made to Loans 5-9. I believe the company shuffled the monies around that they got from the US Dept of Ed and I didn't get a dime back in refunds. This is criminal.

  

  Business Response

  Date: 01/09/2025

  Pertaining to La**** ****ner's federal student loan account, we reviewed their concerns and provide the ******** ******** 

  Customer Answer

  Date: 01/11/2025

   
  
  Complaint: 22759787
  
  
  
  I am rejecting this response because I am going to my Attorney and the US Dept of Education. They are not allowed to do this.
  
  
  
  Sincerely,
  
  
  
  Latoya Gardner

• Initial Complaint

  Date:12/31/2024

  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 reaching out to seek resolution for an issue with my federal student loan payment history that has rendered me unable to apply for the Public Service Loan Forgiveness (PSLF) program. The details of my situation are as follows:
  
  My federal student loan was originally serviced by Nelnet. In early 2024, it was transferred to Mohela, seemingly coinciding with my application for PSLF. I suspect this transfer was connected to my application, possibly to hinder the process. Following the transfer, I discovered that my payment history, which dates back to 2011, had been reset. Mohela's records now indicate I have made only 42 payments, which inaccurately reflects just the past 3.5 years of my payment history. This discrepancy makes me ineligible to apply for PSLF, despite being a consistent payer since 2011.
  
  In August 2024, I contacted Nelnet to resolve this issue. A representative confirmed that Nelnet could access my full payment history dating back to 2011. They assured me this information would be forwarded to both myself and Mohela. However, I never received the documentation, and Mohela’s records remained unchanged.
  
  I followed up with Nelnet again in November 2024. Once more, I was told my full payment history was accessible, and the representative reassured me that it would be sent to Mohela. They also took my address and contact information to send a copy to me directly. Unfortunately, I have yet to receive any correspondence, and Mohela has not updated my account.
  
  I have attempted numerous times to contact Mohela directly. However, I have been unable to reach a live representative and can only get through to an automated answer service, leaving me without assistance or recourse.
  
  This situation is deeply frustrating. The inaccurate payment history on my account has unfairly prevented me from applying for PSLF, a program designed to provide critical relief for borrowers like me.

  

  Business Response

  Date: 01/03/2025

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

• Initial Complaint

  Date:12/20/2024

  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 disputing the following account, which appears on my credit report and does not belong to me:
  
  Account Number: XXX
  Opened Date: 02-21-2020
  Balance: $3,550.00
  Please investigate this account and remove it from my credit report.

  

  Business Response

  Date: 12/23/2024

  Pertaining to ***** ******‘s federal student loan
  account we reviewed their concerns and provide the attached response. As we understand it, you are concerned about the account on your credit report you believe does not
  belong to you. You’re asking us to investigate this account and remove it from your credit report.
  In order for us to further investigate your dispute, we require additional information. Please send us
  the following information:
  • An explanation of the information you are disputing. (E.g., late payments in March 2020.)
  • An explanation why you believe the data we furnished to the consumer reporting agencies is
  inaccurate.
  • If you have documents to support your position, please send those to us.

• Initial Complaint

  Date:12/18/2024

  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 have been receiving emails for 3 months now stating i have a past due acct with Nelnet. I have never had a loan with nelnet, or the federal student aid dept. I never finished my son's FASFA application because we were able to pay for his last quarter out of pocket to make life easy. It seems this is fraudulent from the research i have done and i felt you needed to know b/c i am surely not the only one receiving these. Thanks, AGT

  

  Business Response

  Date: 12/24/2024

  Pertaining to *** *****ll's federal student loan account, we
  reviewed their concerns and provide the attached response.We received your recent correspondence requesting that we provide verification of your federal
  student loan obligation.
  Your account is in repayment and presently 81 days past due for $1,689.99. As of December 23,
  2024, your outstanding balance is $49,886.79. Of that balance, $41,192.67 is principal and
  $8,694.12 is interest

• Initial Complaint

  Date:12/18/2024

  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.

  The student loan account is paid in fill. I requested a refund on payments made on 10/14/2024 of $2500; 10/22 of $2500; and 10/25/2024 of $3556.60. The loans servicer failed to advise me on the interest starting as soon as they approved it and not when I received the money.
  The representatives tell me it would take up to two to three months until I receive the actual check, while interests accumulate in my account.
  I requested to cancel it but they said it has been processed and can't be undone. I requested confirmation letters, and representative said no documentations will be sent out.
  
  I would like a refund on the interest until I receive the actual money in my bank account.

  

  Business Response

  Date: 01/02/2025

  Pertaining to D*** *******s federal student loan account,
  we reviewed their concerns and provide the a******* *********

• Initial Complaint

  Date:12/11/2024

  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 have always been in good standing for 12 years to be exact due to the fact I qualify for the Income driven repayment plan; that I recertify for every year. My next recertification was due in December 2024 with Nelnet. I recently received a notification of delinquent status for October 2024 and November 2024 from my credit wise account and 119 points was deducted from my credit score from Sloan servicing. I contacted Sloan and they advised that Sloan is the sister company of Nelnet and some of my loans were transferred with them including the Income driven repayment plan. The representative also stated that they will review the credit report dispute and have tried contacting me on several occasions. Also, an Income Driven application is needed at this time to stop the ongoing delinquency. However, the only mail I got from Sloan is the recent credit report review that they denied. I did a search through my email for Sloan and nothing comes up. I only have email from Nelnet. As of today, a representative at Sloan told me that my Income Driven Plan recertification app was approved but I have not received any communication stating it was approved or not. I asked if my loans and Income driven repayment app was transferred over then why would I be put in delinquent status when it was not due for recertification until December 2024. The representative just kept repeating, we looked into it and the account has been delinquent since March 2024 and there is nothing they can do. If I was delinquent since March 2024 I would have been in delinquent status way before October 2024 as their website states “Until an account reaches 90 days past due, it's reported as up to date. When an account reaches 90 days past due, it's reported as delinquent.” I assumed I was in good standing because of my loans and app were with Nelnet and even now with knowing my loans was transferred and so was the Income Driven App; then it should not have been due to recertify till December 2024.

  

  Business Response

  Date: 12/18/2024

  Regarding the federal student loan account for ******* *****r, we address their concerns within the attached response. We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB) regarding
  your federal student loan account with Sloan Servicing. Your commercially held Federal Family
  Education Loan (FFEL) Program loans with an account number that begins with D are now serviced
  under our new brand, Sloan Servicing, previously Nelnet. On behalf of your lender, College Loan
  Corporation, we currently service your FFEL Stafford Loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  As we understand it, you were notified in October 2024 and November 2024 that your account was
  delinquent, resulting in your credit score decreasing. You assert that you were never notified that your
  loans (and your Income-Based Repayment (IBR) Plan) were transferring from Nelnet to Sloan Servicing.
  You are concerned that you were notified that your loans have been delinquent since March 2024. You
  are asking us to make a correction to your credit report.
  We have enclosed copies of the emails sent to you on February 23, 2024, and March 5, 2024. Both
  emails advise that commercially held FFEL loans, with an account number beginning wit* * ** ** *****
  ** ******** ** ***** ********** *** ****** ********** **** ********** ******* ******* ***
  February 23, 2024, email was sent by Nelnet, while the March 5, 2024, correspondence came from us.
  Both were sent to the same email address provided in your BBB inquiry.
  In accordance with our agreement with your lender, we furnish your account data to the consumer
  reporting agencies (CRAs). Under the Fair Credit Reporting Act, we have an obligation to ensure the
  data we furnish is complete and accurate. We furnish data to Equifax, Experian, Innovis, and
  TransUnion. We report loans as current until they are 90 or more days past due.
  Based on your request and the information provided, we carefully reviewed your concern and the
  corresponding data furnished to the CRAs. Our investigation indicates the data accurately reflected your
  loan status at the time it was furnished. Due to the continued delinquency occurring on your loans, the
  data we furnished in October 2024 and November 2024 reflected your past-due status. On December 2,
  2024, your account was no longer considered past due because we approved your request to postpone
  payments through forbearance while processing your IBR recertification request.
  While your FFEL Stafford Loans were in repayment, we sent you billing statements each month. On
  March 22, 2024, we also sent the enclosed letter advising you of the need to submit your IBR
  recertification request by May 22, 2024.

  Customer Answer

  Date: 12/18/2024

  
  
  Complaint: 2******1
  
  
  
  I am rejecting this response because: I never received any correspondence or phone call/voicemail from Sloan in regards to my account being in delinquent status or having to renew with them. Which is why I ended up in delinquent status. As you can see I have never had any issues with Nelnet before; being late or credit concerns. I still have not received anything regarding my recent IDR application being approved from Sloan. I don't have any mail from Sloan prior to the credit concern being denied when I called earlier this month. Also I did get a recent notice from Nelnet about the forbearance but nothing from Sloan. Please understand that I have no reason to put myself in delinquent status when I am eligible for the IDR plan and have been for a long time. I still don't understand why my IDR application with Nelnet did not transfer over with the loans which would have kept me current until December but representatives at Sloan told me it did transfer over. I have been in good standing with all my loan servicers and would like to keep it that way because my credit is very important to me. I worked very hard in maintaining a good score and keeping up with my IDR recertifications. I need my credit to obtain a apartment and get reliable transportation to get a job. Now I am below average and this sets me back tremendously. I am not sure why I am not getting or received prior mail from Sloan. Has any mail been returned? Please look into this further if possible. I appreciate your time. 

  
  
  Sincerely,
  
  
  
  Angelia Cooper

• Initial Complaint

  Date:12/02/2024

  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 submitted a loan consolidation request on the Federal Student Aid (FSA) website. During that application, I had the option to also apply for a Income ****** ********* ***** ****, which lowers my monthly loan payment by over $1,000/month. I applied for the *** plan. These applications take 4 - 6 weeks to process, and I am accruing interest on my $100,000+ loans while they process. While waiting, I got a notification from Nelnet (my loan servicer) saying that my *** application was incomplete. When I called Nelnet's customer service, the representative told me that my *** application wasn't approved since my loans weren't consolidated yet (which is a prerequisite for approval of an *** application). However, he said that Nelnet should've seen that I had submitted a loan consolidation application and refrained from reviewing my *** application until the loan consolidation application had been resolved. In his words, the Nelnet employee that marked my application incomplete had "jumped the gun and made a mistake." Despite admitting Nelnet's fault, he recommended that I simply re-submit an *** application once my loan consolidation application is approved. I told him that I was, in effect, being penalized for Nelnet's mistake since it would delay approval of my *** application by 4 - 6 weeks, which will cost me $1,000+. I asked I could call Nelnet once my loan consolidation application was approved so that they could re-review my previously submitted *** application, and he said no. When asked, he gave no justification for why they could not. He also did not seem to care that Nelnet's careless mistake will likely cost me over $1,000. All I want is for Nelnet to do what they were supposed to do: review my *** plan application once my loan consolidation application is approved. I should not have to restart the application process because of Nelnet's mistake.

  

  Business Response

  Date: 12/09/2024

  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 (BBB) 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.
  
  As we understand it, you submitted a loan consolidation request at ************** . While completing the
  application, you also applied for an income-driven repayment (IDR) plan. You state that you received a
  notification from us that your IDR application was incomplete. When you contacted us, you were told that
  your application was not approved since your loans were not consolidated yet and that you could
  resubmit your IDR application once your consolidation was approved. You state that you should not have
  to restart the IDR application process because of Nelnet’s mistake. You’re asking us to review your
  original IDR application again once your consolidation application is approved.
  
  After a review of your account, it has been determined that when you submitted your military documents
  on November 18, 2024, through Nelnet’s website, ********************* , this created a military review of
  your account. This also prompted the processor to submit an IDR review. After reviewing your
  documentation, we do not have all of the necessary information from you to process your application. The
  review determined that your IDR application was incomplete due to missing pages/no application in the
  system. You may complete a new application at ************** . Please be sure to send all required
  documentation to us via one of the contact methods listed below. We have enclosed a copy of the
  November 26, 2024, email for your review.
  
  As of December 6, 2024, your account balance is $**********. Of that balance, $******* is principal and
  $******** is interest. You are currently in a repayment status for loan group **, and forbearance for loan
  groups ***** and *****.
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 9 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You can
  also email *********************************************  or visit ********************* .
  
  Sincerely,
  
  ******** **
  Nelnet

  Customer Answer

  Date: 12/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. In ******** **** response to my BBB complaint, she said that my IDR application was marked incomplete due to missing pages/no application. This is simply restating the information from the e-mail that Nelnet sent me on 11/26/2024. After reading the 11/26/2024 e-mail, I called Nelnet customer service and they explained to me that there were no missing pages in my IDR. Rather, my IDR application was marked incomplete since my loan consolidation application hadn't been approved yet. However, as I previously explained, the Nelnet customer service agent said that someone at Nelnet had "jumped the gun" (made a mistake) since they should have seen that my loan application submitted concurrently with my IDR application was still under review. If, as ******** ** says, my application was marked incomplete for missing pages/no application, please tell me exactly what is missing. I am confident there is nothing missing and that the first Nelnet representative I spoke to was correct about Nelnet's mistake. All I want is for Nelnet to re-review my IDR application once my loan consolidation request is approved without me having to restart the entire IDR application process and further delay my PSLF forgiveness date. Nelnet's mistake may have a material effect on my finances and career decisions, so please take this complaint seriously.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/16/2024

  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.
  
  As we understand it, you submitted an income-driven repayment (IDR) plan while you had a loan
  consolidation application in processing. Your IDR application was marked incomplete due to missing
  pages/no application. However, after reading the November 26, 2024, email indicating your IDR
  application was rejected, you called Nelnet customer service and they explained that there were no
  missing pages in your IDR. Rather, your IDR application was marked incomplete since your loan
  consolidation application hadn't been approved yet. As you previously explained, the Nelnet
  customer service agent said that someone made a mistake. You’re asking us to tell you exactly what
  is missing from your IDR application.
  
  We apologize for the frustration this issue has created. On December 12, 2024, our Enrollment
  Processing Department re-reviewed your account. They indicated that on November 18, 2024,
  Nelnet received a ****** ****** *** ***** income document that was initially sent to Military
  Deferments. Upon further review, the document was forwarded to the IDR department thinking it was
  an application as part of their process. As far as the IDR department is concerned, when they
  receive income documents with no application, the process is to reject it for no application. On
  November 26, 2024, the email in question was generated. The incomplete notice sent is a general
  statement of; your application was not received, missing pages, not legible, etc. Nelnet never
  received an IDR application from you.
  
  On December 10, 2024, Nelnet received payment from **********, ED’s consolidation loan
  servicer. Your loans serviced by Nelnet have been paid in full. Please contact your consolidation
  servicer, **********, by telephone at ************, or through their website, ************** for
  information on the status of your IDR application.
  

• Initial Complaint

  Date:11/21/2024

  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 with DEPT OF EDUCATION/NELN , I do not have a contract with Nelnet - National Educational Loan Network, they did not provide me with the original contract as i requested

  

  Business Response

  Date: 11/26/2024

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

• Initial Complaint

  Date:11/14/2024

  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.

  In May, I graduated from an MSW program from the University of Michigan. The federal government was the guarantor of my loans and they were distributed through Nelnet. When I graduated, I wanted to start making payments right away but was told by an agent in June that I would need until the grace period ended in six months. I informed them that I wanted the ability to pay sooner and they said that was not an option. I waited the six months and accrued almost $5300 in interest. When I called right before my grace period was set to expire, I was told by the agent that Nelnet was not picked as a provider for debt consolidation a month after I called initially and that I needed to go through **************. I filled out the debt consolidation form and learned that I could have started paying on my loans once Nelnet no longer offered consolidation. When I called them on 11/14/2024 to ask them why they never sent a correspondence to borrowers about this change, I spoke to an initial agent who filed a complaint and then a supervisor who dismissed my argument despite admitting that they never sent any communication about this change. If I do not get this resolved, I will look to a lawyer to sue Nelnet for the damages that continue to accrue as a result of this failure to protect borrowers and do their duty in being transparent about their process.

  

  Business Response

  Date: 11/18/2024

  Pertaining to Justin Hempfling‘s federal student loan
  account we reviewed their concerns and provide the attached response. 

  Our records indicate that on August 15, 2024, during a telephone conversation with a representative, 
  we discussed your loan status as in grace. We also discussed that currently ED was not accepting 
  IDR applications. We also discussed your loan balances, and that you could make voluntary 
  payments during the grace period. Also on August 15, 2024, during a follow-up call, a representative 
  discussed where to find the daily interest, as you were weighing out your options during your grace 
  period. You indicated that you had $40,000.00 and were considering paying down your loan 
  balance. Or waiting until the grace period was over and consolidating your loans to pursue Public 
  Service Loan Forgiveness. 
  Based on your concerns, and our review of your account, we’ve determined an adjustment is not 
  warranted because on May 20, 2024, we sent you the enclosed letter which explained even if you 
  did not have any payments due, you did have the option to make payments to pay down the accrued 
  interest. 

  

  Business Response

  Date: 11/25/2024

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

  We appreciate your feedback on your BBB Rebuttal case. We understand you still have concerns related
  to consolidation and our previous response.
  We apologize for any frustrations you have experienced regarding this issue. On June 1, 2023, the U.S.
  Department of Education (ED) authorized the transfer of your federal student loans from ***** ***** *********** **** ********* ***. to Nelnet.
  On May 17, 2024, it was announced Nelnet would no longer be responsible for originating Direct Loan
  consolidations on behalf of ED. Effective May 17, 2024, Nelnet no longer was accepting consolidation
  applications and was removed from the online StudentAid.gov consolidation application. Additionally,
  borrowers were advised not to submit paper consolidation applications to Nelnet after May 16, 2024.
  As previously stated, our records show that the first time we spoke with you in 2024 was on August 15,
  2024. We have reviewed and provided you with all phone correspondence from June 2023 through
  August 2024:
  ? November 24, 2023: You requested to make a payment towards principal, and we advised you
  that the payment would be applied to interest first.
  ? November 24, 2023 (first follow-up call): You inquired about making a payment while in school.
  We provided you with payment options, and information regarding grace.
  ? November 24, 2023 (second follow-up call): You stated that you were thinking about
  consolidation and wanted to know if you could consolidate multiple times. You also inquired if
  you could consolidate before graduating, and we advised you to wait until you were done with
  school.
  ? August 15, 2024: We discussed your grace status along with your loan balance. We also
  explained that you could make voluntary payments during your grace period. In addition, we
  discussed that currently ED was not accepting Income-Driven Repayment (IDR) Plan Requests
  at that time.
  ? August 15, 2024 (follow-up call): We discussed where to find your daily interest accrual, as you
  were weighing out your options during your grace period. You indicated that you had $

  Customer Answer

  Date: 11/26/2024

  Nelnet has never provided any proof that they ever sent a letter or email or notice about their inability to provide loan consolidation after May 17th. I was never told by any agent that this was the case and in fact it was confirmed to me by two different agents that they never confirmed this to borrowers. Had I know that, I would have immediately consolidated by loans and foregone my grace period from student aid.gov. The agent also never informed me when I asked that I could pay by the highest principal interest rate first through their pay by group option. Nelnet withholds information so that they can collect more interest from borrowers and I hope they are investigated by attorneys general in various states for these deceptive practices. As a veteran, I am disgusted at these practices and will look at legal recourse through military advocates and otherwise. They never answered my questions and just reiterated what they already said which never answered my question.