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:05/09/2024
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 were transferred from Nelnet to Mohela. When I checked my credit report with ********, Nelnet is still reporting that my account is open with them. When I log in, it shows $0 balance and it shows that my student loans are transferred to Mohela. I disputed the information with ********, but Nelnet reported to them that my account was still open and active, making it look like I owe double the amount for student loans on my credit report. Many people online are having the same issues with Nelnet. I am trying to buy a house but it looks like I owe over $120000 in student loans when I only owe $65000. They should not be able to get away with false reporting.
Business Response
Date: 05/17/2024
Pertaining to ****** ********'s federal student loan account, we
reviewed their concerns and provide
Customer Answer
Date: 05/28/2024

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:05/07/2024
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.
In November of 2023 my student loans were transferred from Nelnet to MOHELA. Since then Nelnet continues to fraudulently report my student loans with a balance and as a result my loans are being double reported. I have contacted both servicers and each put the blame on the other. Nelnet even went as far as to admit over the phone that I have a $0 balance with them and claim that their reporting is "correct." I said to them that clearly it is NOT correct when they admit I have a $0 balance yet continue to incorrectly and fraudulently report a balance to credit bureaus. Sorry but there is nothing correct about that at all! Nelnet then went on to lie about this only being an "issue" with one credit bureau. I told them this is not true, it is impacting my credit on all three bureaus. All they had for "fixes" were lame nonsensical excuses and bald face lies, then tried to shift the blame to MOHELA.

I have documentation from Nelnet that I have a $0 balance, yet they continue to make every effort to avoid taking responsibility for their complete lack of actions. And they have refused to fix they issue. Nelnet needs to be held accountable because they are deliberately holding people back from succeeding in life by holding their credit reports hostage. They need to be held accountable for ruining people's credit. I will continue to fight this until it is resolved in every way I have at my disposal.
Business Response
Date: 05/16/2024
Pertaining to ********* ******s
federal student loan account, we reviewed their concerns and provide *** ******** *********
Initial Complaint
Date:05/06/2024
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.
My problem is that I'm seeking debt cancellation and to have this debt taken off my credit. Nelnet explained to me that they are doing debt cancellations for Teachers and Public Service Loan Forgiveness and permanent disability discharge. I have been fighting disability for years, denied. I am not a teacher or public service. I think that is discrimination because lam not a teacher or public service person. I have always paid my bills and worked. I work my minimum wage job because l do have a disability. It's my back and neck. I have the medical records and l was still denied. I wrote President ***** because they give billions of dollars to people overseas and immigrants and refugees. No one is willing to help me an American citizen. It sickens me to say that this is how they treat American citizens. I want them to reconsider my plea and grant me a debt cancellation.
Business Response
Date: 05/15/2024
Pertaining to ******* ********* federal student
loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 05/15/2024

Complaint: ********

I am rejecting this response because:

I understand the paperwork l received and my monthly payment. I was denied disability 4 times so, where does that leave me!

Sincerely,

******* ********
Business Response
Date: 05/24/2024
Pertaining to ******* ********* federal student loan account,
we reviewed their concerns and
provide the attached response.
Initial Complaint
Date:05/06/2024
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 without success to change my payment plan through the website. In the last 7 months(since October 2023)I have attempted to contact both customer service through the phone and email no fewer than 7 times. I filled out the correct information on the website and received an initial reply stating that they would notify me after the request was reviewed. I have heard nothing. This company is impossible to contact. I never would have switched my account to them.
Business Response
Date: 05/15/2024
Pertaining to ******* ******** federal student loan account, we reviewed
their concerns and provide the attached response.
Business Response
Date: 05/20/2024
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 05/28/2024

Complaint: ********

I am rejecting this response because: although I am satisfied with the response, I will not be happy until I receive a notification that my request to change payment plans has been approved. This company has a history of ignoring requests and unanswered emails. Once I receive official confirmation that my request has been approved, I will be satisfied.

Sincerely,

******* ******
Initial Complaint
Date:05/04/2024
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 department has repeatedly taken money out of my account without authorization. There is no auto pay in place with my student loans. They have been "workingon it" over 3 months. They have continually taken money out of my account without my permission monthly and will not stop. Every time I talk to an agent they tell me they will handle the problem and then it does not get fixed. It's obviously fraud for them to be taking my money without authorization. I also think that it discharges my loans. I have been self applying monthly payments & then all of a sudden in March when I made my regular payment it posted I went in and set up auto payment (for the interest reduction they advertised) & it was not supposed to start until April. somehow they started taking an auto payment as of March (12 days after Marchs payment had been paid & posted so no payment due at that time) &the auto payment they took was more than what I had authorized for them to take for auto pay.(Amount taken over $189, payment amount authorized $100) the agents were given many opps to fix and 3 months to do so. Yet I'm still having unauthorized charges removed from my accounts. See attachments
Business Response
Date: 05/15/2024
Pertaining to ****** ********* federal student loan account, we reviewed their concerns and provide the attached response.

Customer Answer
Date: 05/16/2024

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:05/03/2024
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.
On June 25, 2018 i sent a check to my student loan service provider ACS. The check was cashed for 120.75 and never applied to my account. I have been trying to get a resolution but no help. I have accumulated interest as well as an incorrect balance. They cashed the check but no one knows what happened to the money.
Business Response
Date: 05/20/2024
Pertaining to **** *********** federal student loan account, we
reviewed their concerns and provide the attached response.
Business Response
Date: 05/30/2024
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 June 2018 payment and our previous response.
In June 2018, your loan was in default and held by the guarantor American Student Assistance
(ASA). ACS did not service your loan after April 2018, so if you sent a payment to ACS at that time,
they should have forwarded the payment to ASA to be applied to your outstanding defaulted loan
balance. You can reach ASA through ECMC who is the authorized agent for ASA. You can contact
them at ###-###-#### or by email at *************ecmc.org.
Your loan is 92 days past due in the amount of $508.28. Please contact us immediately using the
information in this letter to discuss possible actions to bring your account current.
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.
Sincerely,
******** *.
Nelnet
Customer Answer
Date: 06/06/2024
I contacted the company that they mentioned in the above post. They did not service my loan at that time. So until I get some answers about which agency stole my school loan payment I will not send in a payment. Not fair at all, I don’t trust any company at this point, and who knows how many others this has happened to. I was advised to contact a news outlet about this scam…
regards,
****
Initial Complaint
Date:05/03/2024
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.
?RE: Notice to Correct Credit Report

Greetings,

Please consider this a formal request to investigate and correct the following inaccurate items on my credit report issued by THE US DEPARTMENT OF EDUCATION/NELNET. The items reported by this agency shall be removed to show my true credit history. This request is supported under 12 CFR § 1006.34 - Notice to validate debts of the Fair Credit Reporting Act. Under the Fair Credit Reporting Act, a creditor/agency has 30 days from the receipt of the initial letter requesting verification of the entries that are being reported to a credit report. According to this law, failure to verify the items within thirty (30) days constitutes a reason to remove the information from my file completely.

The initial request under 12 CFR § 1006.34 - Notice for validation of debts was sent October 31, 2023 and received by NELNET on November 6, 2023. The US DEPARTMENT OF EDUCATION/NELNET did respond to the initial request to verify the accounts below however, the date of the response letter was February 3, 2024 and January 8, 2024, which was outside of the legal 30-day period that is required. Furthermore, the information that was provided was not any information that is associated with me or that I recognized. Under 34 CFR § 685.215 - Discharge for false certification of student eligibility or unauthorized payment, THE US DEPARTMENT OF EDUCATION/NELNET shall remove these entries from my credit profile.

Finally, please send me the names and contact information of all the individuals you contacted, so that I may follow up with them directly. Thank you for your assistance in this matter.

Kind regards, ********* * ******** **** ********* Road NE, **** ***-339
Atlanta, GA 30326
Social Security Number: XXX-XX-2171
DOB: 12/14/1978

cc CFPB, State Attorney General
Business Response
Date: 05/15/2024
Pertaining to ********* ******** ** federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 05/15/2024

Complaint: ********

I am rejecting this response because: This request is supported under 12 CFR § 1006.34 - Notice to validate debts of the Fair Credit Reporting Act. Under the Fair Credit Reporting Act, a creditor/agency has 30 days from the receipt of the initial letter requesting verification of the entries that are being reported to a credit report. According to this law, failure to verify the items within thirty (30) days constitutes a reason to remove the information from my file completely.

The initial request under 12 CFR § 1006.34 - Notice for validation of debts was sent October 31, 2023 and received by NELNET on November 6, 2023. The US DEPARTMENT OF EDUCATION/NELNET did respond to the initial request to verify the accounts below however, the date of the response letter was February 3, 2024 and January 8, 2024, which was outside of the legal 30-day period that is required.

Sincerely,

********* ********
Business Response
Date: 05/21/2024
Pertaining to ********* ********** federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:05/01/2024
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.
I have contacting Nelnet 4 times via telephone/email in reference to my student loans. My loans and how they are reporting are very confusing and I don’t understand all of my options etc. When I call, the reps have no answers and almost every question I ask, I’m put on hold for a very long time as they reach out for answers. Almost 60 days later and a recent call today, I still have no answers. My student loans are disqualifying me for a mortgage loan because my mortgage letter/summary says I pay almost $1300.00 month. I have never paid that amount due to my income based plan so I’m trying to find out how I can go about getting a letter to reflect my actual payment once I’m out of the admin forbearance which is closer to $200. Can anyone assist as this error is causing me an economic hardship and preventing me from purchasing my 1st home. I have everything I need except for this correct information. Very frustrating that it’s been over 60days and no reply to emails either. Please help!
Business Response
Date: 05/17/2024
Pertaining to ****** *****s federal student loan account, we
reviewed their concerns and provide the ******** *********
Initial Complaint
Date:04/25/2024
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.
Loans transferred to Nelnet in 2023, I have graduated repayment plan. I went in to see when my payment schedule would increase, it is no where to be found. Called and sat on hold for 25 minutes, then they finally tell me they don't know why but will submit a form to mail to me to tell me my payment schedule that will take 4-6 weeks. Completely unacceptable not to be transparent to borrowers on their payment schedule for graduated payments, very suspicious.
Business Response
Date: 05/01/2024
Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:04/24/2024
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.
Nelnet is reporting inaccurate and incomplete information to the credit reporting agencies. I have disputed the accuracy of the accounts multiple times. Account numbers 900000********* continue to report different dates opened, dates of last payment as well as incomplete and inaccurate payment history on ********** and *******. Each account also shows payments were received on time, then 90 days late. I am seeking monetary compensation for damages and demand all 3 accounts be deleted from ********** and ******* for violating my rights.
Business Response
Date: 04/30/2024
Pertaining to **** *********** federal student loan account, we
reviewed their concerns and provide the attached response.

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