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 - National Educational Loan Network

  12165 W Center Rd Omaha, NE 68144-3962

  
• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

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:10/21/2024

  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 asked CFPB for assistance. They notified me that on Oct 13 Dept of Education was past due with replying back to my complaint. To this day Oct 21, 2024, I have not heard back anything, this complaint was sent in on Sept 27, 2024. I know myself and other consumers always have to follow some type of rules and deadlines, but I expect the same in return as well. This is for all 3 bureaus. Experian, Transunion and Equifax. However, on Equifax its showing FED LOAN SERVICING! My information is floating around too much to different loan servicing companies.
  I need all of them removed from my credit reports.
  
  
  
  
  DEPT OF ED/AIDVANTAGE ************************ bal: $1,292 ************************ bal $503 , ************************bal- $$382 ************************ bal $3,997, ************************ bal $3,500 ************************ bal $3,500, ************************ bal $2,077 DEPT OF EDUCATION/NELN, ****************** bal $25,394 ****************** bal- $25,394

  

  Business Response

  Date: 10/24/2024

  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 Direct Consolidation Loan. We take your concerns
  seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is on September 27, 2024, you submitted a complaint to the
  Consumer Financial Protection Bureau because your previous loan servicers are still reflecting on
  your credit report, but you have not heard back. You are asking us to remove your previous
  servicers from your credit report.
  Review of our records confirmed that your complaint to the Consumer Financial Protection Bureau
  was not assigned to Nelnet. As a result, we are unable to determine why a response was not
  provided to you.
  On September 18, 2024, we received notification from the consumer reporting agencies (CRAs) that
  you disputed your loan account due to identity theft. Also, on September 27, 2024, we received your
  identity theft report from the Federal Trade Commission. On October 9, 2024, we mailed a letter to
  advise you of the outcome of our identity theft investigation. To further investigate your identity theft
  claim, we require new information that supports your allegation. We have enclosed our previous
  letter to you, which describes in detail the information we need to continue an investigation.
  Your Direct Consolidation Loan originated through the Federal Direct Consolidation Loan Program
  on February 14, 2018, and paid in full eight Direct Stafford Loans that were serviced by Aidvantage.
  FedLoan Servicing (PHEAA) began servicing your Direct Consolidation Loan immediately after
  origination. They serviced your loan until ED transferred it to us on December 20, 2021.
  Please note, factual data furnished by Nelnet, or your previous servicers will remain on your credit
  report and cannot be removed even if your loans are transferred or paid in full by consolidation. If
  your previous servicers are still reporting an active balance on your credit report, please file a
  dispute with the CRAs directly. We are unable to investigate disputes

  Customer Answer

  Date: 10/30/2024

  Yes, please take a look at the attachments and the acct numbers. Just as of Sept 20 only one was on my credit report. After I disputed another one for the same amount popped up making it look like I am in debt with someone for over $56,000. CRA just told me he sees 2 of them as well with different account numbers. So going back to the CRA isnt an option. This could have well been a HUMAN ERROR. 

  

  Business Response

  Date: 11/04/2024

  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 are continuing to
  have concerns related to the amount we are reporting to the consumer reporting agencies (CRAs).
  On October 31, 2024, we reviewed the documents you provided and the data we are reporting to the
  CRAs. We confirmed that the data we reported accurately reflected your loan status at the time it
  was furnished. We show no duplicate reporting. On September 30, 2024, only one loan was reported
  with the correct balance of $28,146.00.
  The enclosed letters dated October 24, 2024, and October 29, 2024, advised information on credit
  reporting, the origination of the loan, and the outcome of your identity theft claim. If you disagree,
  with our findings regarding the data we are reporting to the CRAs, you will need to file a complaint
  directly with them.
  Please understand we have made every reasonable effort to respond to your concern, If we do not
  receive new information substantiating your claim, we may file your concerns without additional
  action.
  If you have

• Initial Complaint

  Date:09/26/2024

  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.

  NELNET fails to process payment, blames it on my bank, then issues statement of indebtedness. Nelnet only actually processes about 1 in every 4 transactions I've made. I've tried to make payments on line, on the phone through the automated system, and with customer support. I set up a specific account where I Place $4000 into the account, make the payment from that account, and get a letter saying I had insufficient funds. NELNET needs to fix their payment processing and remove any negative remarks on my credit report. I have about 18 other accounts including 2 other student loan companies and NELNET is the only one I have this problem with. When I call them, they say the problem is on my end. IN spite of me not having this issue with any of the other creditors I deal with. this problem is on NELNET to solve.

  

  Business Response

  Date: 10/02/2024

  Pertaining to ******* ********* ******* ******* **** ******** we reviewed their concerns and provide the attached response As we understand it, you believe that we are not processing some of your payments. You are
  receiving letters that you had insufficient funds in your bank account. You are asking us to correct
  our payment processing and remove any negative remarks from the consumer reporting agencies
  (CRAs). 

• Initial Complaint

  Date:08/29/2024

  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.

  Nelnet took out an unauthorized payment after I had paid off my loans with them. The loans were paid off on 06/21/2024, but Nelnet took out an extra payment of $199.30 on 06/26/2024. After contacting them multiple times, through multiple means (calling and email), there has been no resolution.

  

  Business Response

  Date: 09/03/2024

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

  Customer Answer

  Date: 09/03/2024

   
  
  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.
  
  

  Thank you,

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

• Initial Complaint

  Date:08/11/2024

  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 been dealing with a subsidiary company to nelnet called ***** *********
  There are 3 missing payments paid on my behalf by my employer. Nelnet/***** was unwilling to review my employer and my records to find the missing payments. My employer (******* ********) has records of the check numbers and dates they were cleared. I have emailed and called ***** on multiple occasions and they were unwilling to assist me.

  

  Business Response

  Date: 08/20/2024

  Regarding the federal student loan account for ******* *******, we address their concerns with 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 ***** *********. Your commercially held Federal Family Education
  Loan (FFEL) Program loan with an account number that begins with * is now serviced under our new
  brand, ***** *********, previously Nelnet. On behalf of your lender, ****** **** *******, we currently
  service your FFEL Consolidation Loan. We take your concerns seriously and appreciate the opportunity
  to respond.
  As we understand it, your account is missing three payments made by your employer. You assert that
  the employer has records of the check numbers and the dates they cleared. You are asking us to adjust
  your billing.
  On May 3, 2024, we sent you a payment history. On June 11, 2024, we received this document back
  with additional information compiled by your employer. This includes a hand-written ledger referencing
  potentially missing $1,388.88 payments dated March 1, 2021; May 20, 2021; July 26, 2021; and May 16,
  2022.
  We do not show payments received from your employer on the dates listed above, and none of the
  information provided indicates that these payments were received, cashed, and not applied to your loan
  balance.
  If your employer has proof of any cleared payments that are not reflected in your payment history,
  please have them provide it to us. Acceptable forms of proof from your employer include a copy of the
  front and back of a check showing a signature from Nelnet, or a statement from their financial institution
  listing the date and amount of payment made to and received by Nelnet.
  Proof of missing payments may be sent to us utilizing the information listed at the bottom of the page.
  Once received, we will review the documents, research your account, and communicate the results of
  our investigation to you directly.
  If you have additional questions, you may call us at ************ from 8 a.m. to 8 p.m. (Eastern)
  Monday through Friday. You can also email Help

  

  Business Response

  Date: 01/22/2025

  Regarding the follow-up inquiry for ******* ********** federal student loan account, we have attached the final response submitted through the BBB portal on August 20, 2024. In addition, we have attached the finalized version of case ********. This shows the inclusion of the final response on August 20, 2024, and confirming that you received the response as originally intended. 

  We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your
  federal student loan account with ***** *********. Your commercially held Federal Family Education
  Loan (FFEL) Program loan with an account number that begins with D is now serviced under our new
  brand, ***** *********, previously Nelnet. On behalf of your lender, ****** **** *******, we currently
  service your FFEL Consolidation Loan. We take your concerns seriously and appreciate the opportunity
  to respond.
  
  As we understand it, your account is missing three payments made by your employer. You assert that
  the employer has records of the check numbers and the dates they cleared. You are asking us to adjust
  your billing.
  
  On May 3, 2024, we sent you a payment history. On June 11, 2024, we received this document back
  with additional information compiled by your employer. This includes a hand-written ledger referencing
  potentially missing $1,388.88 payments dated March 1, 2021; May 20, 2021; July 26, 2021; and May 16,
  2022.
  
  We do not show payments received from your employer on the dates listed above, and none of the
  information provided indicates that these payments were received, cashed, and not applied to your loan
  balance.
  
  If your employer has proof of any cleared payments that are not reflected in your payment history,
  please have them provide it to us. Acceptable forms of proof from your employer include a copy of the
  front and back of a check showing a signature from Nelnet, or a statement from their financial institution
  listing the date and amount of payment made to and received by Nelnet.
  
  Proof of missing payments may be sent to us utilizing the information listed at the bottom of the page.
  Once received, we will review the documents, research your account, and communicate the results of
  our investigation to you directly.
  
  If you have additional questions, you may call us at ************ from 8 a.m. to 8 p.m. (Eastern)
  Monday through Friday. You can also email ***********************  or visit ****************** .
  

  Customer Answer

  Date: 01/23/2025

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

   

  I have attempted to contact ***** servicing via email and calls and have provided all documentation without a response from *****
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 01/27/2025

  Regarding the federal student loan account for ******* ********, we respond to their rebuttal with the attached follow-up response. 

• Initial Complaint

  Date:08/01/2024

  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 accordance with the Fair Credit Reporting Act Convergent, the list of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Accounts/Number: ********** * ************* (4 Accounts #***************), has violated my rights. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions 15 U.S.C 1681c. (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code § 1681 to (4) There is a need to ensure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer’s right to privacy.

  

  Business Response

  Date: 08/05/2024

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

  We currently service your Federal Direct Stafford Loans on behalf of ED. In accordance with our
  agreement with ED, we furnish your account data to the CRAs. As a data furnisher, under the Fair
  Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate.
  Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you
  certain choices with respect to the use and sharing of your personal information. Enclosed is a copy
  of ED’s privacy notice which states that for every day business purposes, such as to process your
  transactions, maintain your account, respond to court orders and legal investigations, or report to
  credit bureaus, we do share your information and you may not opt out of this sharing. We are unable
  to delete this information from the CRAs.

  

  Business Response

  Date: 08/14/2024

  Pertaining to Aaron Arthur's
  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 us violating your consumer right to privacy and our previous response.
  We responded to your similar concerns with our response dated August 5, 2024. Please note that
  we provided you with a clear, readable copy of ED’s privacy notice. Any information we share is in
  accordance with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to
  the use and sharing of your personal information.
  Please understand we have made every reasonable effort to respond to your concern. If we do not
  receive new information substantiating your claim, we may file your concerns without additional
  action.
  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

  Customer Answer

  Date: 08/15/2024

   
  
  Complaint: *******1
  
  
  
  I am rejecting this response because: Provide the total account and general ledger statement showing the full and complete Accounting of the alleged obligation you are attempting to collect from me, signed and sworn to by the authorized person responsible for maintaining these records and having first-hand knowledge as to their accuracy and authenticity, and are able and willing to testify to the same under oath to that effect. Provide a true and certified copy of the complete audit trial of said account(s). Furthermore, please provide verification through the audit certification of debt entry in accordance with g.a.a.p., i.f.r.s, in accordance with basel 3 accord and u.n.c.i.t.r.a.l conventions. I would also need a copy of your tax registration certificate. Failure to substantiate claim, DELETE ACCOUNTS IMMEDIATELY & INDEFINITELY!
  
  
  
  Sincerely,
  
  
  ***** ******

• Initial Complaint

  Date:07/27/2024

  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.

  Requesting my student loans be released and fully refunded based on school misconduct, consumer protection laws and the Holder in Due Course Rule.
  
  Loan: *******
  Loan: ******1
  Loan: ******* 
  To whom it may concern,
  
  I am writing you to request the process for private student loan relief. Please send me information and an application to apply for the cancellation of my student loans on the basis of fraud and misrepresentation of my former school. I am entitled to a process for private student loan relief because of the school's misconduct.
  
  Career Placement Investigation In 2011, after receiving a subpoena from the New York attorney general’s office requesting information about its career placement statistics, CEC hired outside legal counsel to conduct an extensive audit and subsequently revised 2010 placement rates for 4* of its campuses to correct “irregularities.”1416 The 2010 job placement rates at all 4* campuses were incorrect, and 36 of those campuses’ newly revised job placement rates were below the campus accreditor’s minimum threshold of 65 percent job placement.
  
  1418 These recent revelations of systematic misreporting by CEC also indicate the weaknesses of its accreditors’ verification of placement rates. These 4* campuses are accredited by the largest national accreditor, the Accrediting Council for Independent Colleges and Schools (ACICS). ACICS has stated that it independently verifies each program’s job placement rates. However, significant doubt is cast on this assertion given the broad scope of CEC’s falsification.

  

  Business Response

  Date: 08/01/2024

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

• Initial Complaint

  Date:07/25/2024

  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.

  Nelnet is continuing to be willfully They non compliance to the cfpb act. N Horrific elnet is in direct violation of 1681c-2(a) I filed an identity theft claim with nelnet on June 25 2024 to which the claim has not been blocked or answered in the appropriate time frame. Nelnet not only didn’t process my identity claim under 1681c-2 but they have not even processed my claim in the allowed time under 15 usc 1681i (a)(1)(a) to which they has 30 days to investigate incomplete or inaccurate information. This is the second time nelnet has not processed my claim or request ending in a violation of my right.

  

  Business Response

  Date: 08/02/2024

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

• Initial Complaint

  Date:07/24/2024

  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 writing to formally complain about the repeated and unprofessional handling of my affirmation agreements by Nelnet. Since May, I have uploaded three affirmation agreements, each time facing a different issue without receiving comprehensive guidance from Nelnet.
  
  First Submission (May): My school contacted me indicating that Nelnet advised the amount on the form was incorrect. No further details or corrections were provided and I wasn't contacted by Nelnet to advise of this error.
  
  Second Submission: The full social security number was missing. Again, I was not informed of this issue promptly. It has been six weeks since the second submission to correct the school's error regarding the amount listed on the form. And the full social security was missing from the first submission of the form so why wasn't this indicated as an error during the initial communication regarding the amounts?
  
  Each time I submit the form, I receive feedback indicating a different error. Nelnet has not thoroughly reviewed the forms in a timely manner nor communicated all required corrections at once.
  
  It takes over two months to receive any communication regarding the form, and despite their delays and lack of thorough communication, Nelnet has indicated they will not expedite the form.
  
  This inefficiency and lack of proper communication have caused disruptions to my academic progress. I have missed my entire summer semester of graduate school due to not receiving a financial aid award because of an overpayment, and this form is needed before any additional award can be made.
  
  This delay will impact my fall financial aid award, jeopardizing my December graduation. The continuous mishandling of my affirmation agreements is unacceptable and has had a detrimental impact on my education.
  
  Nelnet needs to review the affirmation agreement promptly and provide a resolution that rectifies the delays and ensures no further hindrances.
  
  Thank you.

  

  Business Response

  Date: 08/02/2024

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

• Initial Complaint

  Date:07/24/2024

  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.

  PLEASE SEE ATTACHMENT

  I have obtained a copy of my credit report, and it shows late
  payments on the above account. Specifically, it states that I was
  never 180 Days late in Jun 2018 , Update this account to paid as
  agreed, never late. This is very disturbing, and it is doing serious
  damage to my credit rating. As you know, you are required by law to
  make sure that my bills are accurate. You must send my bills to m

  

  Business Response

  Date: 08/02/2024

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

• Initial Complaint

  Date:07/23/2024

  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 have been in graduate school since August 2023. I have called Nelnet multiple times to get my loans in deferment, have escalated multiple times, and filed all the paperwork. They have YET to do it, almost a year into being back in school. My other loans (Perkins) automatically went into deferment, so I know it is being reporting correctly to The ******** House. At this point, it’s either gross negligence or an attempt to exploit my account.

  Customer Answer

  Date: 07/30/2024

  Nelnet finally processed the deferment correctly, after I submitted this complaint and then called them.