Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

Headquarters

Complaints

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

Customer Complaints Summary

1,148 total complaints in the last 3 years.
283 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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: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.
Initial Complaint
Date:05/29/2024
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.
I submitted an in-school deferment form on May 9, 2024. Nelnet's website states that processing time can take up to 3 business days, but has a note that applications are often reviewed within 24 hours. It has now been 20 days and I have not received a response on my application. I have called Nelnet 3 times and each time the representatives have told me that my application would be approved within 2 business days, which has not happened. I have also emailed multiple times and rarely receive a response. In the meantime, payments are still due on my account and I am continuing to accrue interest, which makes me suspect that Nelnet is deliberately delaying this process to continue collecting payments.
Customer Answer
Date: 06/04/2024

Complaint: 21773917

I am rejecting this response because:
Nelnet did not provide a solution or any further information in their response. They just stated again that the processing times are longer than normal and did not offer any further update or solution.
Nelnet, please escalate my case and review my application immediately. Please also share an estimate on when I can expect a response.

Sincerely,

***** *****
Business Response
Date: 06/13/2024
Pertaining to E**** *****'s
federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 06/13/2024

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:05/21/2024
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.
Nelnet has take unexplained amounts of money from my bank account. The amount taken is not reflected on any loans, and they have not explained where the money went. I have provided documentation (bank statement showing charges, and copies of payments documented for every loan associated with me, including husbands, moms, parent plus loans, and my personal school loan). They have asked for the same documents 4 times, with weeks in between requests. Messages on their site are not documented (once sent is not stored in a portal). Also, you cannot call and get ahold of someone. It has been months with no resolution or accountability. I reported it to the department of education, but they emailed stating they assigned the complaint to Nelnet for resolution… so the cycle continued. I do not know what to do anymore, they literally took money and have no way to account for it after months of “looking into it.” Please help.
Business Response
Date: 05/30/2024
Pertaining to ******* ******** federal student loan account, we
reviewed their concerns and provide the attached response.
Initial Complaint
Date:05/21/2024
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.
We have contacted nelnet multiple times to have them withdraw from our account on single date. They have repeatedly told us that the account would be withdrawn from on a single date, and the account would still be withdrawn on multiple dates. Most recently we called and they again assured us that the account would be withdrawn on a single date. However, two thousand dollars had already been withdrawn earlier this month, with another two thousand to be withdrawn on 05/20. Instead of two thousand being withdrawn on 5/20, all four thousand was withdrawn and our account was overdrafted. I was repeatedly assured that only two thousand dollars would be withdrawn on 5/20, with the full four thousand dollar payment being taken out on 6/20 and monthly thereafter. This oversight by nelnet has not only been frustrating and bothersome, but also now affected my family and i financially. I feel that this oversight by nelnet needs to be addressed and corrected.
Business Response
Date: 05/29/2024
Pertaining to ****** ******* federal student loan
account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:05/21/2024
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 writing to dispute the student loan balances reported on my credit report. As an active student, I am deeply concerned about the reported balance increases, which I believe to be inaccurate. These inaccuracies are significantly impacting my FICO score, a crucial financial indicator for me.

Under the 12 U.S. Code § 3018—Loans § 1026.21 Treatment of credit balances, there are specific limitations and requirements for loans and credit balances. I am requesting that you promptly investigate this matter and correct the disputed items that are adversely affecting my credit as an active student.

I have taken the initiative to speak with the University of ********* Director of Financial Services and representatives at NELNET. Both parties have confirmed that NELNET should not report balance increases on the credit profiles of active students. Despite these efforts, the balance increase reporting has been persisting for six months, significantly impacting my FICO score as an active student.

Please remove the balance increase reporting from my credit profile.
Business Response
Date: 05/24/2024
Pertaining to ****** ******** federal student loan account, we reviewed
their concerns and provide the attached response.
Initial Complaint
Date:05/14/2024
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 October of 2023, Nelnet began to incorrectly remove money from my USBank account and began recurring withdrawals monthly without every applying funds to my loan account. I have NOT set up auto pay. After many month of calling, finally last month (April 2024) I was told my account information was incorrectly entered for someone ELSES loan, that this was a human error mistake and it would be corrected. I have emailed their requested documents numerous times, however they are still holding over $500 of my money that has no gone to my loan. I need that either refunded, or applied to my loan balance. I am also requesting reimbursement for my stop payment fees from my bank.

When Nelnet has emailed me back, it's been responses completely unrelated to my email, leading me to believe nobody even reads them
Business Response
Date: 05/21/2024
Pertaining to **** *******s federal student loan
account, we reviewed their concerns and provide the attached responseOn May 14, 2024, we received a bank document. On May 15, 2024, you spoke with one of our agents
who advised you that the bank document did not provide enough information for us to research where the
payments were applied. You advised that you would upload the proper bank statements for us to review.
Customer Answer
Date: 05/21/2024

********** ********

I am rejecting this response because: your representative did NOT end our call Friday that I would be sorting it with my bank. That account was closed and Nelnet was supposed to follow up with me yesterday to advise on next steps. The department of education fraudulently holds my funds as of today.

**********

**** ****
Business Response
Date: 05/24/2024
Pertaining to **** ****** federal student loan account, we
reviewed their concerns and provide the attached response.We apologize for the frustration this issue has created. On May 21, 2024, and May 22, 2024, our
representative called and left a message for you to advise that we are in the process of applying the
payments in question to your account. We will keep in touch with you to provide any updates. You
may call back and request to speak to the agent working on your account if you have further
questions.
We noticed the name you included with your inquiry is not the same contact information we have on
file. Please log in to your ************** account or ********************* account to review and
update your contact information. Please note, in order to process a name change, we need legal
documentation confirming this change. We can accept any of the following types of documentation:
Customer Answer
Date: 05/29/2024

********** ********

I am rejecting this response because: I recieved a different document from Nelnet same day saying something different. I was told my case was being closed and they are NOT attempting to locate the funds. I will consider this matter resolved once my funds have been allocated to my account, and until then remain frustrated with your response and lack of continuity.

**********

**** ****
Initial Complaint
Date:05/14/2024
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.
i am not liable for this debt with ****** Loans-I do not have a contract with NELNET -They have not provided me with the original contract as requested.
Business Response
Date: 05/31/2024
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.
Customer Answer
Date: 06/04/2024
Better Business Bureau-
Thank you- However, NELNET and I do NOT have a contract, In accordance with the Fair Credit Reporting Act-This NELNET account has violated my federal protected consumer rights to privacy and confidentiality under 15 USC 1681-
,According to 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 States- a consumer reporting agency cannot furnish a 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 1681 a-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.
Again I ask you to kindly remove this false inaccurate account off of my credit ASAP.
Please and thank you.
***** ** ***** ****** ****** *** *****
UCC 1-308 Without Prejudice
Without Recourse

Business Response
Date: 06/11/2024
Pertaining to ***** ******** federal student loan account, we reviewed
their concerns and provide the attached response.
Initial Complaint
Date:05/13/2024
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.
I am unable to log in to the Nelnet website to see my loan information. I have not been able to access the website in the past two weeks. I have called and I could not access anyone in the technical department and the customer service rep could not assist me.
After verifying my information on the phone the agent tells me she can not see my address on the file. My mailing address has been the same for the past five years and I received mail from Nelnet last week. I also was approved for a forebarence. Now I can not access my account. This is the second time in two months that I cannot access my account the time previously I was told it was the student aid website causing problems. Nelnet doesn’t seem to be working efficiently. I uploaded a picture of my account . I can log in. My address is prominently displayed. I can’t get past that page. I also am not able to alter the page at all.
Business Response
Date: 05/16/2024
Pertaining to ***** ******* federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 05/16/2024

Complaint: ********

I am rejecting this response because: pleaser see the form I have tried to upload for over a month to the system. I am eligible for forgiveness. I am a public service worker

Sincerely,

***** *****
Business Response
Date: 05/22/2024
Pertaining to ***** ******* federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:05/10/2024
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.
On july 21, 2023 I applied for Borrowers Defense through **********gov. According to page 6, section 18 of the application, it states that if no decision has been made on the application after 180 days, then no interest will accrue until a decision is made. It has now been 104 days past the 180 day mark and I am still being charged interest by Nelnet. I raised multiple complaints with both the Education Department and Nelnet, and received an email message on February 19, 2024 that stated the following:

"Dea* *******,

Thank you for contacting the U.S. Department of Educations Office of Federal Student Aid.

This email is to notify you that ED has assigned your case to Nelnet Loan Servicing (Nelnet) for resolution. You will be notified once we have reviewed your request.

You may check the status of your request by accessing your case within the feedback system. If you have any other questions, you may call us at ###-###-#### from 8am to 9pm (eastern) Monday, 8am to 8pm Tuesday through Wednesday and 8am-6pm Thursday through Friday. You can also email [email protected] or visit nelnet.com.

Sincerely,

**** *.
Nelnet Loan Servicing.

However, the email they provided is not a working email for these requests and when contacted. Nelnet has taken advantage of a flawed student loan repayment system to rob me of over 100 days of interest I was never meant to pay. Legally, and according to the Federal Governments Borrowers Defense Application, I am not to be charged interest on my loan. When I have contacted Nelnet, they consistently tell me there is nothing they can do as this is a federal program I have applied for, even though I have clear email documentation that they have been informed by Studentaid.gov that this is now in their control. Nelnet, as usual, is abusing its powers to illegally steal money from customers with loans. They hide behind incompetence. They have illegally charged me over $300 in unwarranted interest.
Business Response
Date: 05/20/2024
Pertaining to ******* ********* federal student
loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 05/20/2024

Complaint: ********

I am rejecting this response because: This response, and the responses you enclosed from previous requests are completely ignoring the main reason for this complaint. Yes, my account is in forbearance while my application is being reviewed. HOWEVER, in the application and in the attached snippet from page 18, section 6 of the application, it clearly states that interest will not accrue after 180 days of the application being submitted. It has been well over 180 days since the application was submitted, yet Nelnet continues to charge me interest. If i log in today, I can see that interest is still accumulating. According to the Borrowers Defense Application, this was supposed to stop at the 180 day mark. I cannot make this any more clear, and I feel that this section of my complains and multiple messages to Nelnet over this time period are being purposefully ignored. This is a complaint about the INTEREST ACCUMULATING AFTER THE 180 DAY MARK.

Sincerely,

******* *******
Business Response
Date: 05/29/2024
Pertaining to ******* ********* federal student loan account,
we reviewed their concerns and
provide the attached response.
Initial Complaint
Date:05/09/2024
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.
At some point during Covid, my account was transferred to Nelnet. Once we were advised of repayment, I consolidated my parent plus loans. It took months. I also applied to have the single loan put into IDR which they ignored. I had to apply again, and again they ignored it. I applied again through the department of education at a higher income now, and finally
it is in process, however, the amount showing is a car payment amount and doesn't reflect my income, and is still showing under review. I have received phone calls from Nelnet, but as I am at work, am not allowed to take personal calls. They do not leave a message, and nothing on my account. Being that I applied for IDR, isn't it supposed to automatically change to SAVE? I don't see where they are doing anything, except trying to get me to pay over $300 a month and i cannot afford that. Neither can my son who the loans were for. They need to get on the ball and correct their issues!
Business Response
Date: 05/17/2024
Pertaining to ***** ********** federal student loan account, we
reviewed their concerns and provide the attached response.
Consolidation loans that include PLUS loans for parents are not eligible for the SAVE plan. On April 25, 2024, we processed the Income-Contingent Repayment (ICR) plan on your account for 12-monthly payments of $309.68 beginning May 25, 2024. If this is not affordable we have the following repayment options in addition to the Standard (i.e., fixed amount) Repayment Plan.
•
Graduated Repayment offers a reduced payment in the beginning years of the repayment term. The initial payment amount will be enough to pay the estimated monthly interest, followed by a gradual payment increase for the next 24 months, with subsequent payment increases every 24 months thereafter.
Customer Answer
Date: 05/17/2024

********** ********

I am rejecting this response because: The purpose behind encouraging parents to consolidate their loans into IDR was so they would automatically switch to SAVE. Now I am being told this is not the case. I have a complaint submitted to Dept of EDU as well. I do not get straight answers in a timely manner, I get lies via email, I get phone calls that I cannot answer while at work, but no voice mail has been left, what I find on my Dept of Edu account does not match what I find on Nelnet dashboard. Dates and amounts, as well as actions do not match.

**********

***** ********
Business Response
Date: 05/21/2024
Pertaining to ***** ********** federal student loan
account, we reviewed their concerns and provide the attached responseAs we advised in our previous response, consolidation loans that include PLUS loans for parents are
not eligible for the SAVE plan. On April 25, 2024, we processed the Income-Contingent Repayment
(ICR) plan on your account for 12-monthly payments of $309.68 beginning May 25, 2024. If this is
not affordable, we have the following repayment options in addition to the Standard (i.e., fixed
amount) Repayment Plan.
? Graduated Repayment offers a reduced payment in the beginning years of the repayment
term. The initial payment amount will be enough to pay the estimated monthly interest,
followed by a gradual payment increase for the next 24 months, with subsequent payment
increases every 24 months thereafter.
Customer Answer
Date: 05/28/2024

********** ********

I am rejecting this response because: First, $309 is NOT 20% of my discretionary funds. That is 27% of gross pay, does not take into account what I pay out in taxes or insurances, much less what I need to live, such as rent, food, gas to go to work, electricity, etc. I don't have extra to go out and have a good time.
I will be contacting Dept of ED again. Hopefully someone will actually use their head!

**********

***** ********

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