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, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

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: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. 

• Initial Complaint

  Date:07/19/2024

  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.

  This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.
  
  DEPT OF EDUCATION/NELN - Balance - $4,526.00 Date Opened: 09/26/2014

  

  Business Response

  Date: 07/31/2024

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

• Initial Complaint

  Date:07/08/2024

  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 student loan web site has been down for over 3 weeks beginning 6/1/24. I am not allowed to make extra payments or verify when and what amount scheduled payments are for. This is costing me approximately $400 per month in interest payments and preventing my Student Loan from being paid off quickly.

  

  Business Response

  Date: 08/02/2024

  The below message was sent directly to Nelnet Bank. I’m unclear where the Bank’s internal email address was obtained from; however, the referenced complaint is not associated with a Nelnet Bank customer. Can you please have this complaint rerouted to Nelnet Loan Servicing?

   

  Please let me know if you have any questions.

  

  Business Response

  Date: 08/08/2024

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

  Customer Answer

  Date: 08/09/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the site is functional on a daily basis again.  However, as you can see from attachment, all payments made over the last two months went to interest because I was unable to make additional payments because the site only allowed me to access it 2x between 6/28/24 - 08/01/2024.  Consequently, Nelnet should be required to negate all interest expense during July 2024.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:07/05/2024

  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’m filing a complaint against Nelnet because I called them the begging of May 2024 to let them know I need to file a Reaffirmation document, the lady on the phone said she would send in a request for me. I waited for a week or two and called in again and that person then told me I needed to go online and fill out the Reaffirmation Agreement form myself and submit it online. I then uploaded the document and I keep calling in but all they do it give me the run around about how it takes months for them to process it. My financial aid for the summer has been on hold at my current school because they are taking months to process a document. This has been very stressful and I just want my approval letter to send to my school.

  

  Business Response

  Date: 07/11/2024

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

• Initial Complaint

  Date:06/24/2024

  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.

  My student loans have had a zero balance for almost a year. As of today I am in receipt of a bill from nelnet for over $3,500. They have chosen to create new balances on my paid loans and to charge me interest on them.
  
  I have reviewed my account from with Federal Student Aid which shows I have a ZERO balance for all loans.
  
  Nelnet is attempting to scam me and possibly others by creating fictitious balances on loans.
  
  I demand an apology letter and a statement showing AGAIN I have zero balance.

  

  Business Response

  Date: 07/02/2024

  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, your federal student loans have had a $0.00 balance for almost a year, 
  however, you received a statement reflecting a balance of over $3,500. You are requesting an 
  apology and a statement confirming that you have a $0.00 balance.
  Based on your concerns, we have carefully reviewed your account. We are able to confirm that your 
  account has a $0.00 balance. We apologize for the confusion caused by the statement we sent
  indicating that you had a balance. This statement was sent while adjustments were being made to 
  your account based on your approval for forgiveness of your loans due to the one-time Income?Driven Repayment (IDR) adjustments offered by ED.
  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 [email protected] or visit Nelnet.StudentAid.gov.

  Customer Answer

  Date: 07/09/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair 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, has lost documents that pertain to the consolidation of my student loans. I had spoke to a representative of Nelnet about this issue, this individual informed me to e-mail the signed documents. I have since e-mailed these two documents, now have I have received additional correspondence from Nelnet that the documents are unreadable. I feel that Nelnet somehow is stalling and dragging their feet, due to the fact this issue has been dragging out since March of 2024. This is not the first time Nelnet has not followed through with properly maintaining my account.
  I request a phone call from a supervisor, on Tuesday June, 25th after 1 pm.

  

  Business Response

  Date: 07/02/2024

  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.
  Your concern, as we understand it, is that you applied for consolidation of your student loans. After
  speaking to a representative and resubmitting your documents, you were informed they were
  illegible and needed to be resubmitted to process your request. You feel we are stalling the
  consolidation process. You are asking us to call you to discuss your account.
  Our records reflect that we sent you letters on April 23, 2024, and June 5, 2024, explaining that we
  did not receive all pages of the consolidation application and advised you to submit a new
  application.
  We did not receive a complete application and on June 25, 2024, our consolidation department tried 

• Initial Complaint

  Date:06/14/2024

  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.

  Nelnet has failed to address any concerns I have. Their website and computer system does not reflect accurate information to either the borrower or the representative over the phone. I had autopay in place and over the memorial day weekend there was no activity and I received 4 different notifications that my student loan payment was overdue. I called on Wednesday because the payment had still not been debited from my account. The representative stated that there was not a payment being debited, she wasn't sure what the problem was, it appeared that the payment had been cancelled. She advised that I should make a payment because my loan was overdue. I requested reassurance because I did not have 2 payments available and I didn't want to be overdrawn and she was adamant that there was no payment being debited. I made the payment and 48 hours later Nelnet attempted to take another payment which was 5 days after the autopay was supposed to be taken out. When I called customer service they were rude and refused to pay me back for the $35 fee my bank charged me for the attempted overdraw. This was their mistake and they refuse to make it right.

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:06/07/2024

  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 trying to get my educational loans into 1 payment on 4 separate calls/complaints. Each time I call, they say I'll put in the request and I need to call back in 2-4 weeks to schedule the payment.
  They list each payment ever made to me from financial aid as a separate loan. I'm getting late notices for varying reasons. It started with
  The very first time I set up auto pay, they started taking out more money for a separate loan that I didn't know about or approve. I signed up on their website and it didn't show a completely separate loan. I signed up for, what their website showed was, 1 autopay to pay all my loans. When I found out they were taking out a completely separate payment that I didn't approve (which unfortunately was much later because I wasn't monitoring my checking account) They told me they would put in a request for the due dates to all be the same and make 1 payment and I should call back in 2-4 weeks to set up the autopay. Then I set up auto pay myself and apparently this time the above auto pay which wasn't enough, and I started receiving late notices. I then call 2 more times after this to get ONE payment and still haven't been able to get it done! Today
  they said they only show ONE call, not 4 total calls with complaints. (4th includes todays call).
  They use the excuse that payments are behind, well of course they are when you won't straighten out people's accounts. We are getting punished for their unethical practices.
  I just want my accounts to have the same due date and to make ONE payment and have everything paid. Students shouldn't have to suffer like this and this Company should really be punished. I can't understand How Better Business Bureau has given them an A+ rating! I'd like to suggest (as I'm sure the other 200+ people with similar complaints on your site) their score be adjusted appropriately.

  

  Business Response

  Date: 06/18/2024

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

  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 you initially did not realize your loans had different due dates.
  When setting up your auto debit it was not for the correct amount, so you had late payments. You
  called and requested to have the due dates the same for all loans but that was not processed. You
  are asking us to adjust any negative data from the delinquent payments.
  
  We apologize for any frustration this issue may have caused. Based on your concern and our review
  of your account, we verified you spoke with a representative on June 7, 2024. At that time, you
  requested the due dates remain as they are, and not combined to one date.
  
  In accordance with our agreement with ED, we furnish your account data to the consumer reporting
  agencies. As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure
  the data we furnish is complete and accurate. To date, we have only furnished data showing your
  account as on time and paying as agreed.
  
  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 ***********************@Nelnet.StudentAid.gov or visit Nelnet.StudentAid.gov.
  
  Sincerely,
  
  ***** **
  Nelnet
  
  

• Initial Complaint

  Date:06/04/2024

  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.

  false information on credit report .. false loan , false balance , all incorrect . NO BALANCE DUE OR OWED>

  

  Business Response

  Date: 06/11/2024

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

  

  Business Response

  Date: 06/17/2024

  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 your credit report and our previous response.
  Based on our research of your account, we found that no adjustment is needed to your credit file.
  Because your federal guaranteed student loans were not specifically discharged by your bankruptcy,
  we must continue to receive payments. If you have instituted an adversary proceeding with the
  bankruptcy court, please send a copy of the petition to our office. We have enclosed a copy of the
  May 23, 2024, letter which provides you with additional information regarding this matter.
  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.

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I was included . You were notified and provided all information required on 12/2023 by Tampa Florida court 
  
  

• Initial Complaint

  Date:05/29/2024

  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 was approved for a graduate plus loan from U.S.DOE to return to college and complete my education. However my Financial aid specialist at ******* University said that I had an overage of $722.00 on my Nelnet and student aid account and that I needed to apply for a Reaffirmation Request to have the overage carried to the new student loans I applied for so that DOE could release the money to my school account. I did apply for the reaffirmation request in on 3/2024, 04/07/24 and on 04/25/2024 and each time I called to inquire about the confirmation of approval I was given several different stories. Nelnet even emailed a application to me and I completed it and sent it back to them I spoke with a supervisor named Jim who promised a letter to me on 05/24/24 but it did not happen. When I called again I got the same run around as always with people who are incompetent and unprofessional and do not keep adequate records of my account. Because of their poor management and incompetent behavior I have missed three different semesters of school. This is appalling and unacceptable. Please help me with this matter. Thanks.

  

  Business Response

  Date: 06/05/2024

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

  Customer Answer

  Date: 06/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Nelnet sent a Reaffirmation approval letter with another person's name adderess and account number. I have attached the copy of the erroneous letter sent to by Nelnet. The person's name is ****** *********, my name is ****** *****.  Is this a sick joke or Nelnet is trying to retaliate using inocent customers private information. I really don't understand how these people still have a job after this. Keep this complaint open until they send me my letter with my name and information on it.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/14/2024

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

  Thank you for completing and returning your reaffirmation letter to Nelnet. Under Federal Student Aid (FSA)
  policy, completion of this letter is considered a satisfactory repayment arrangement. For your records, please be
  advised:
  This email is to confirm that Nelnet has received a completed reaffirmation letter dated April 30, 2024 and signed
  by ****** *****.
  Thank you for clarifying how you would like to handle repaying your excess funds. As your servicer, we are happy
  to help you with your account however we can.
  Questions? We’re here for you. Visit Nelnet.studentaid.gov.