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Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 1,148 total complaints in the last 3 years.
    • 282 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/05/2024

      Type:Customer Service Issues
      Status:
      Answered
      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's website currently has broken password based authentication. I have tried resetting my password multiple times with a password manager, and the problem still persists. I have student loans I will begin paying in a week and cannot get into my account to pay it.

      Business Response

      Date: 04/12/2024

      Pertaining to Nate Miller's
      federal student loan account, we reviewed their concerns *** ******* *** ******** *********

    • Initial Complaint

      Date:04/04/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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 website states that my password is incorrect, even thought I have password saved, took picture of password chosen, and written down. This has occurred at least 4 times in 6 months.

      This is unacceptable as this account should be accessible at all time, and I do not feel that this is good business practice. This seems to be occurring to many people.

    • Initial Complaint

      Date:04/01/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Hi, Nelnet has refused to stop processing my loan discharged stating they had a system error. The system error was in November 2023. We are now in April 2024 and I have yet to get any type of resolution on what the error is and why it’s taking so long to forgive my student loans. In addition, I made several payments with Nelnet and Fedloans toward my ***** ********** loans and they have no records of any payments that I made. Attached is proof of payments that I made.

      Business Response

      Date: 04/05/2024

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

      Business Response

      Date: 04/24/2024

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

      Customer Answer

      Date: 04/24/2024



      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:03/29/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      The Nelnet website has been a mess for almost 6 months. It continuously boots individuals and forces one to reset their password and then still denies access to their website. I have been dealing with this since November, 2023 and call in every single month to have them reset it on their end. It is maddening that such a massive student loan servicer could have such a terrible website.

      Recently they did a massive update to their site, claiming this would fix many of the issues, but the issues I have faced for the past six months persist, including today, March, 29, 2024.

      Nelnet has an obligation to its customers to provide a website where we can actually access our account, not having to spend 30 minutes on the phone with customer service every month to fix this constant glitch on their end.

      Business Response

      Date: 04/10/2024

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

    • Initial Complaint

      Date:03/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 decided to answer a random phone call from an unknown number yesterday and received an automated message from nelnet telling me that I am overdue on a loan payment. I have never at any time received mail or a phone call with voicemail telling me that I had any upcoming payment or that payment was due. I made a call today 12:43pm CST and spoke with a representative who told me they made numerous attempts to call me, to email me and sent mail to my address. I have never received a call in which a voicemail was left, kind of important wouldn't you agree? I have never received any US Mail indicating a payment was due or overdue. I also haven't used the email address they listed for well over a year. Every other business I deal with that had my old address knew it no longer existed except Nelnet apparently. The ONLY reason I know about any payment info is because I decided to answer a random unknown phone number to get a automated message. Nelnet needs to reset the clock on this as I find it unacceptable for me to use a forbearance or any other method to make up for their lack luster attempts at communications with one of it's "customers" Any potential negative credit impact needs to be corrected by them as well. I find this company to perform in poor taste and I certainly hope they can turn things around because judging by the complaints i've seen here on BBB I'm not very hopeful.

      Business Response

      Date: 04/02/2024

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

    • Initial Complaint

      Date:03/28/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Since January my loan got switched over to this loan provider and I applied for the graduated program since January they keep stating the application was never submitted I have escalated this on more than one occasion and nothing is being done

      Business Response

      Date: 04/04/2024

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

      Customer Answer

      Date: 04/04/2024

       

      Complaint: ********



      I am rejecting this response because:

      This took more time then necessary. The only reason why it was moved into the graduated program was Sherri employee Id 103210. I have been making payments of over $50 a month since it was never turned into the graduated program. Will there be a refund for those months ? A credit to my account? Or any deferments for the months that nelnet failed to switch over the repayment plan ? 

      Sincerely,



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

      Business Response

      Date: 04/10/2024

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

    • Initial Complaint

      Date:03/27/2024

      Type:Billing Issues
      Status:
      Answered
      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 my first payment the month it was due and on time. The payment was not counted to the account and said I was past due the next month. I have contacted nelnet with no success and just a run around on email.
      I have continued to pay yet my account still says I am past due.
      I need my account updated to the correct amount and so it doesn't say I am past due.

      Business Response

      Date: 04/04/2024

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

    • Initial Complaint

      Date:03/27/2024

      Type:Billing Issues
      Status:
      Answered
      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 the company that is in charge of my Studen Loans on behalf of the Federal Government. Nelnet service is deplorable, I always have had login issues but now I cannot log into my acccount at all. For a week straight I have been changing my password, resetting everything to no avail. I still cannot login to my account.

      Trying to contact this company personally is a joke. I have stayed on hold for over an hour at a time to still hear nothing back nor receive a callback when I leave my phone number because I don't have all day to wait on these people.

      This company is working on behalf of the Federal Government, there is zero excuse for this terrible service which will cause ME to have issues in my life. If I do not make my payments on time, my life is immediately affected financially. However, this company has no responsibility to provide me with reliable service? This is a joke.

      I want access back into my account ASAP so that I can make payments on my account that are required. The ****** ****** ******* ********** should have much more oversight over these predatory loan companies.

      Give my access into my account now, I am already looking into class actions on behalf of borrowers who always have to deal with the charade put on by these loan companies. Get me back into my account now so that I am not put into default because of your awful service.

      Business Response

      Date: 04/01/2024

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

    • Initial Complaint

      Date:03/27/2024

      Type:Billing Issues
      Status:
      Answered
      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 provided false balances on monthly billing statements from this company. They are not applying the payments correctly to my loans. They somehow allowed me to over pay on two of my loans by over $720.00. I believe they are mishandling my money and have not been helpful with trying to resolve the situation. I have not once been told if a payment has been reallocated to another loan which I have been told I would be made aware of this. I have multiple loans that although they should have been paid in full they had a new balance after even receiving a letter and credit report notification that a loan was paid in full and closed the account.

      Business Response

      Date: 04/04/2024

      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 Loan Servicing. On behalf of your lender, the ****
      ********** ** ********* ****, 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 believe we have not been applying payments correctly to
      your loans. You have multiple loans that you believe should be paid in full. You would like an audit of
      your account.

      Our records reflect that you spoke with a Senior Resolution Specialist on April 2, 2024. We
      discussed your concerns regarding account balances and how to use special payment instructions if
      you want to pay off your lowest balance loans first. It is our understanding that your concerns were
      resolved. If your concerns have not been fully resolved, please contact our Solutions Center at ****
      ******** and a Resolution Specialist will be happy to assist you further.

      If you have any other questions, you may call us at ************ from 8 a.m. to 9 p.m. (Eastern)
      Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You
      can also email ********************************** or visi* **********************

      Sincerely,

      ****** **
      Nelnet Loan Servicing

    • Initial Complaint

      Date:03/26/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Since repayment has started on student loans, I have paid $350 on a $2000 loan. On my last payment, the balance caught my attention because it was around $200 more than where I started at. After reading the current statement, it showed Principal Paid Through 2/25/2024 was $0 and Interest Paid Through 2/25/2024 was $350. The interest rate on the loan is 4.660%. The daily interest is $0.28 so around $8.40 a month. So I have basically paid for 3.5 years of interest. I decided to call Nelnet and we discussed the issue. I was put on hold for quite some time. The agent must have spoke to the manager because she kept saying "he said." I was told that since this was still on the IBR plan that the interest was higher on this type of loan and that the $350 that I had paid went to capitalized interest. Well I thought that was strange because the statement showed Accrued Interest on 2/25/2024 was around $30. So why was the other $320 not applied to my principal? They suggested that I switch my plan to a Standard plan so the interest would be lower and that most of the money that I pay go towards the principal. I thought the interest was set by the government/Congress and would not be changing no matter what plan you were on. I asked if I switch to the Standard plan, will the money that I had paid so far be applied to the principal and was told "unfortunately not." So it seems if I switch to the Standard plan, I start all over with the $2000 loan and all the money that I have paid so far has just disappeared. This doesn't sound right. They should be able to switch my plan if that's what needs to happen and apply the money that I have paid to the principal minus the $30 interest.

      Business Response

      Date: 04/02/2024

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

      Business Response

      Date: 04/11/2024

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

      Customer Answer

      Date: 04/17/2024

       

      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,


      ****** *****

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