Student Loan Services
Nelnet - National Educational Loan NetworkHeadquarters
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 ComplaintThe 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:04/20/2024
Type: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 student loans discharged based on the fact that I was in a car accident in August 2018 and I have dementia from a traumatic brain injury. They keep denying me and give excuses as to why they did it. I have a neuropsychologist who stated that my memory is still horrible and there’s no way I can work. I am on SSDI and have been deemed disabled since June 2019. My next review is in 3 years. Nelnet has all the paperwork on file to support my diagnosis.
Business Response
Date: 04/29/2024
Pertaining to ***** ********** federal student loan account, we reviewed their concerns and provide the attached response.Customer Answer
Date: 04/30/2024
Complaint: ********
I am rejecting this response because:I was never provided evidence that my doctor stated I would get better and she referred to fill out the paperwork, which he did and I paid $100 for that.
Sincerely,
***** ********Initial Complaint
Date:04/18/2024
Type: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.
Before the student loan forgiveness, my total was $4443 remaining after the forgiveness from President *****, they said my total was over 7000 and gave me a credit of $3670. I don’t see how they can raise my loan switch. My loan from the original borrower apply credit to a false total and still want me pay the remaining balance of 3100 and something dollars, there is a lot of people unhappy because they raise someone loan that’s not right even on my credit score. It doesn’t show a total of $7000 because I made payments myself which my total $4443 not including interest every month. From the full total of $5132 I paid it down myself with greatlake loans to $4443 I tried to call Great Lake they are no longer in service I never used over $7000 for anything and when I call nelnet they said my social Security number was wrong and couldn’t give me any information. So I’m turning to you guys this is all wrong. To see if you all can help me solve this mess by the government.Business Response
Date: 04/26/2024
Pertaining to ***** ******** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 05/08/2024
****** student loan forgiveness said they paid $3670. The lady cannot explain to me where it went when I have the email that said they paid it. She also replied that she couldn’t see that response. She did confirm the Social Security number, but when I call, I can’t get through to talk to anyone
how can they say They paid the total amount $3670 when they are saying a different total? Show me the proof.Initial Complaint
Date:04/18/2024
Type: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 made a large payment of $10,000 to my student loan balance in January 2024 to Nelnet. Since the payment was so large, when completing the transaction through Nelnet's website, 2 options (checkboxes) were presented that allowed me to defer monthly payments or continue making them as normal. I selected to continue making normal monthly payments.
On April 10th, 2024, I received an email stating Nelnet had put some of my student loans into administrative forbearance. When I called to clarify the reasoning, they had stated because of the $10,000 payment, group AI of my student loans were put into forbearance until August 2024. This directly conflicts with the option presented during the $10,000 payment to continue making payments as normal, and manipulated me into thinking my payments would continue processing as normal.
During this forbearance period, group AI is continuing to accrue interest, interest that otherwise would not be accruing during this time. Ultimately, Nelnet's website manipulated and blatantly lied about payments continuing as normal.Business Response
Date: 04/25/2024
Pertaining to **** ********** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 04/25/2024
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:04/17/2024
Type: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 lied to repeatedly by this company about my eligibility towards exemption from this loan. I eventually discovered online that I was eligible all of this time. They have exempted me but refused to return the $30,000 I paid before I was exempted. I want this money returned. I was disabled 100% at the time of payment and now have no savings because I sent it all to Nelnet.Business Response
Date: 04/24/2024
Pertaining to ****** ******* federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:04/17/2024
Type: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.
Terrible, terrible, terrible company to do business with. I sent payments in November 2023 to pay off three different loans that were accruing interest. I wrote a letter with specific instructions as to which loans I would like the payments applied to. Even sent them in separate envelopes and mailed them on different days. The person who received them put them wherever they wanted to, and conveniently put them on loans that were not accruing interest! Since then, I have made several phone calls to have the money re-allocated to the correct loans. I get nothing but the runaround. I don’t even know where to go from here???Business Response
Date: 04/25/2024
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 (BBB)
regarding your federal student loan account with Nelnet Loan Servicing. We take your concerns
seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is you sent payments in November 2023, to pay off three
different loans that were accruing interest. You wrote a letter with specific instructions as to which
loans you would like the payments applied to. You state you have made several phone calls to have
the payments reallocated, but you just get the runaround. You’re asking us to apply the payments
the way you requested.
We are unable to locate an account for you using the information provided in your inquiry. Please
resubmit your complaint with your full Nelnet Account Number or Social Security Number and date of
birth so we can locate your account.
Sincerely,
***** **
Nelnet Loan ServicingInitial Complaint
Date:04/15/2024
Type: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 and for the record, the full balance of this debt has been tendered through the IRS via IRS form 1099A and accepted by the IRS on February 16, 2024. On and for the record I am hereby demanding the balance be updated to 0.00 PAID AS AGREED based on the fact that the debt has been tendered in accordance with HJR 192, Electronic Funds Transfer Act 1978, UCC 3-603 et al. On and for the record, I submitted a CFPB complaint against NELNET INC regarding this matter but it still has not been resolved On and for the record, NELNET INC is GUILTY of SECURITIES FRAUD. On and for the record NELNET INC failed to report any of their securities transactions attached to the contract between me and NELNET INC done on the secondary market / stock exchange to the IRS which is evidence of TAX EVASION which I intend to report as a whistleblower via IRS Form 3949A.
On and for the record, NELNET INC is guilty of IDENTITY THEFT due to the fact that they used my identifying information to commit fraud by reporting their account to my credit report without my express prior consent in accordance with 15 USC 6802 et al. I never gave consent for my personal information to be reported to a non affiliated third party.
Per the Federal Credit Reporting Act as a federally protected consumer, per 15 USC 6802 I am now OPTING OUT of ANY AND ALL Authorization I, the consumer may have given to NELNET INC to report my nonpublic personal information. NELNET INC is in violation of the Privacy Act of 1974, 12 CFR 1022.24. I am hereby invoking all rights under to OPT OUT and to Privacy protected by 15 USC 6802 B, 12 CFR 1022.24, 15 USC 6508, 16 CFR 313.7, the Privacy Act of 1974 et al. Please see 15 USC 6802 B) OPT OUT below.
Please ensure that NELNET INCs account is DELETED IMMEDIATELY from my credit report with ALL credit reporting agencies permanently and the balance updated to 0.00 PAID AS AGREED due to the facts stated above.Business Response
Date: 04/22/2024
Pertaining to ********* ******* federal student
loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
regarding your federal student loan account with Nelnet Loan Servicing. On behalf of your lender,
the U.S. Department of Education (ED), we service your federal student loans. We take your
concerns seriously and appreciate the opportunity to respond.
As we understand it, you assert that the full balance of this debt has been tendered through the IRS
via a 1099-A form and accepted by the IRS on February 16, 2024. You’re demanding the balance be
updated to $0.00 and paid as agreed. You believe we are violating your consumer right to privacy
pursuant to 15 U.S. Code § 6802. You’re requesting to have these federal student loans deleted
immediately from your credit report.
With the information provided, we are unable to authenticate you as a customer who has a student
loan serviced by us. If we service, or have previously serviced, a federal student loan in your name,
please contact us by telephone for assistance. Before providing information, the advisor will need to
authenticate you as a customer. You will be asked to provide your Nelnet account number or full
Social Security Number, your first and last name, and date of birth.
If you have any other questions, you may call us at ************ **** * **** ** * **** ********* ******* * **** ** * **** ******* *** ********** *** * **** ** * **** ******** *** ******* *** *** **** ***** ********************************************* ** ***** ********************** *********Business Response
Date: 04/22/2024
Pertaining to ********* ******* federal student
loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
regarding your federal student loan account with Nelnet Loan Servicing. On behalf of your lender,
the U.S. Department of Education (ED), we service your federal student loans. We take your
concerns seriously and appreciate the opportunity to respond.
As we understand it, you assert that the full balance of this debt has been tendered through the IRS
via a 1099-A form and accepted by the IRS on February 16, 2024. You’re demanding the balance be
updated to $0.00 and paid as agreed. You believe we are violating your consumer right to privacy
pursuant to 15 U.S. Code § 6802. You’re requesting to have these federal student loans deleted
immediately from your credit report.
With the information provided, we are unable to authenticate you as a customer who has a student
loan serviced by us. If we service, or have previously serviced, a federal student loan in your name,
please contact us by telephone for assistance. Before providing information, the advisor will need to
authenticate you as a customer. You will be asked to provide your Nelnet account number or full
Social Security Number, your first and last name, and date of birth.
If you have any other questions, you may call us at ************ **** * **** ** * **** ********* ******* * **** ** * **** ******* *** ********** *** * **** ** * **** ******** *** ******* *** *** **** ***** ********************************************* ** ***** ********************** *********Initial Complaint
Date:04/15/2024
Type: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 I have contacted them four different times about changing my pay date on my school loans since last October I've tried multiple other times but I've only reached them four times as the first probably three months I sat on hold for about 2 hours at a time before getting angry and finally hanging up now my problem is they keep withdrawing my money on the third still which also is coming out on top of my car payment my rent private loan payment and insurance meaning it's about $1,700 in bills so I called changed the date once was supposed to be the 18th and this was way back in December was told it was fine not to worry about it and what do you know still gets pulled on the 3rd called again same thing called a third time which was previously last month I want to say was told that they noted it in the system never made any changes so again got pulled on the 3rd The last time I called which was last week I had my account overdrawn was also pulled on the third again still told this lady that they were supposed to have the date move to the 18th she just didn't understand I guess but told me that my accounts passed due now and I owe $350 also that it could possibly affect my credit now because I have a late payment which I have 100% on payment time history for as long as my credit's been alive so that is not okay with me how is it that I call a government ran loan company four different times to change one date because I cannot make my payment that date but can still do it now I can't because it's absolutely destroyed my bank account but that's another story anyway how is it I call them four times to change the date every single time I was told that yes it is changed not to worry about it and then I still have the money drawn on the 3rd which is not the date that we decided on being the 18th should be the correct date at this point I'm honestly just I don't know what to do and paying back my loan seems to not be an option this is absolutely insaneBusiness Response
Date: 04/19/2024
Pertaining to **** ******** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 04/20/2024
Complaint: ********
I am rejecting this response because:It's The entire fact has been trying since October to reach out to this people just to get a date changed so I could live and have money and not overdraft my bank account which happened twice so now three times making this the third I've been told that my payday is actually been changed to the 18th the first time being in December the last time being in February well I guess technically this would be the fourth either way why does it need to come to this just to get a result it's absolutely insane it just shows how much the US government and your company do not care about anything but the pennies that they make understand this is causing me to struggle and live paycheck to paycheck I've watched my credit score dip drastically from the sale of Great lakes to you and which might counts are still not updated and I've made well over 60 that reflects nowhere at all in any of my reports by the way which that is also an issue I did list that was not addressed at all so I'm not understanding how all these people are getting this and that and the other when I went to school on Pell grants the whole time My payments and payment amounts aren't accurate nor have they been I was called and told from the government that I had 20 grand I did not need to worry about anymore and then that was followed up with an email the next day saying just kidding we didn't mean to do that it's not real how is that okay because if I were to do that you know what would happen I'd be sitting in prison for not paying bottom line it's absolutely absurd that I have to go through all of this just to get a date changed so I can live a livable somewhat liveable I'm sorry life I want my stuff accurate where it needs to be the right counts that I paid and so forth I will keep escalating this issue if not fixed.
Sincerely,
**** ******Business Response
Date: 04/29/2024
Pertaining to Erik Hilson's federal student loan account,
we reviewed their concerns and
provide the attached response.We are writing in response to the follow up inquiry you submitted to the Better Business Bureau
(BBB) regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S.
Department of Education (ED), we service your federal student loans. We take your concerns
seriously and appreciate the opportunity to respond.
Your concerns, as we understand them, are you are displeased with the length of time it took to
change your payment due date. You also state that your credit score has dropped due to your loans
transferring from Great Lakes Educational Loan Services, Inc. (GLELSI) to Nelnet and your payment
count is no longer accurate. In addition, you were promised a $20,000.00 loan forgiveness but that
was later taken away. You are asking us that we make everything accurate where it needs to be.
We responded to your similar concerns regarding your due date being changed to the 18th of the
month in our response dated April 19, 2024. We have included a copy of our response.
Credit Reporting
On your credit report, GLELSI reported your loans grouped together as an account(s), limiting the
number of tradelines showing on your credit report. Conversely, Nelnet reports each loan as a
separate tradeline. While it may seem like you have more loans or different balances with Nelnet,
the number of loans and their corresponding balances have not changed. The tradelines reported by
GLELSI have been closed due to transfer and reflect a $0 balance.
As you may be aware, there are several scoring models consumer reporting agencies or other
entities may use to arrive at a credit score. Given the variety of financial factors, consumer scores
may differ when calculated by different agencies. Scoring models are proprietary and as your loan
servicer, we are unable to determine how each model arrives at your unique credit score.
Loan Forgiveness
The Supreme Court issued a decision blocking the Biden-Harris Administration’s one-time debt relief
program of up to $20,000.00 loan forgiveness.Initial Complaint
Date:04/15/2024
Type: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 student loans were totally forgiven. Nelnet refuses to update my account. I have a 0 balance. They continue to show that I owe them money on my credit report. I owe them nothing.Business Response
Date: 04/19/2024
Pertaining to ******* ****** federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:04/15/2024
Type: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 filled out an IDR form back in August-September 2023 and was asked for income verification. I sent the income verification and Nelnet ignored it and decided not to process my application. I have accrued interest and was forced to modify my IDR repayment plan to a higher monthly payment due to their negligence. The original IDR plan I received indicated I had no monthly payment and the interest should not accrue based on the federal governments guidelines. Nelnet has ignored that completely. Please fix my accountBusiness Response
Date: 04/17/2024
Pertaining to Jeffrey Toler's federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:04/14/2024
Type: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 a joke. Can’t login to my account, making phone payments is a nightmare. On top of everything else they took my SINGLE student loan account after ***** ***** closed and turned that single account into 4.
Absolutely shattered my credit once the ***** ***** transfer occurred. I do not receive any mail from them either regarding my balance. Love making monthly payments with no end in sight.
Nelnet has clearly been a nightmare for everyone who is forced to deal with them.Business Response
Date: 04/19/2024
Pertaining to ******* ********* federal student loan account, we reviewed their concerns and provide the
attached response.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.