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.
- 282 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:03/22/2024
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 applied for an income driven repayment plan as I have been struggling to make payments and have been continuously overdrafted by these payments. I received notice on March 18th, 2024 that my student loan account was in administrative forbearance and that my checking account would not be automatically deducted from during this period of time. I received another email on March 21st, 2024 stating the same. The 21st of the month is my standard payment date. I received my paycheck deposit in the early morning of March 22nd, 2024 and the payment that was unable to process on the 21st for the student loans was drafted as a retry payment. When I attempted to contact Nelnet utilizing the information provided in their email, I was told that my account was apparently not in forbearance, and even if it had been that I wouldve needed to go in and cancel the audodrafts, which was never disclosed to me during the application process. On top of their emails stating that the forbearance would stop all autodrafts until resolution is met. The agent with whom I spoke told me there was absolutely nothing they could do, even though I now have no money with which to live. This is highly fraudulent and is putting me and my family in duress.
Business Response
Date: 04/03/2024
Pertaining to ****** ********* federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 04/06/2024
Complaint: ********
I am rejecting this response because:**** called apologized, offered to refund the stop payment fee I received because of their fraudulence. Then informed me that I wasn't going to have payments until may of 2025.
I have recieved multiple letters in the mail informing me that my payments are still going to be coming out? There is so much fraudulence associated with Nelnet and the way they operate.
Sincerely,
****** *******Business Response
Date: 04/17/2024
Pertaining to ****** ********* federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:03/21/2024
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 current student loan account, which was transferred to Nelnet from ***** *****. I am looking to obtain a copy of my last paper statement from ***** *****, specifically to verify the payment and clearance of interest accrued on my loan.
I believe that I had successfully paid off the interest on my loan around the timeframe of 2018 or 2019. Despite my attempts to retrieve this essential document, I have encountered challenges in obtaining it from Nelnet.
Regrettably, my interactions with Nelnet thus far have been met with repeated responses that do not adequately address my request. Despite expressing my need for the specific documentation, I have encountered difficulty in securing assistance beyond standardized email correspondences.
I kindly request your intervention in facilitating the retrieval of the aforementioned document. Your expertise and support in resolving this issue would be greatly appreciated as I endeavor to ensure the accuracy and completeness of my financial records.
Please advise on the steps I should take or provide any further guidance necessary to obtain the requested statement. I am available at your earliest convenience to discuss this matter further and provide any additional information required.
Thank you for your attention to this matter, and I look forward to your prompt assistance and resolution.
My ***** ***** ID - ********** ** ****** ** * **********Business Response
Date: 03/27/2024
Pertaining to ****** ******** federal student
loan account, we reviewed their concerns and provide the attached response.Customer Answer
Date: 03/27/2024
Complaint: ********
I am rejecting this response because: I am just looking for ***** ***** paperwork (last paper billing statement), which I assume was transferred over to Nelnet.
Sincerely,
****** ******Business Response
Date: 04/05/2024
Pertaining to ****** ******** federal student loan account, we reviewed
their concerns and provide the attached response.Initial Complaint
Date:03/21/2024
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.
Earlier this year, I submitted a repayment plan application to get my student loans paid off through the new federal government program. The application was submitted through *************** Since then, I've addressed a couple of requests from my loan servicing company ****** ********** asking for more information, which I have adequately addressed. The status of my application, reflected on my ***** ********* online account, shows "Application Request: We completed your repayment plan request. Please look for additional communication from us." This status has been there for over a month, yet no additional updates has been shared. I called ***** ********* customer service on 3/18/24 at 12:45pm EST for an update. They told me they don't have an update and the only way I would receive on is to contact *************** However on the *************** it says to contact the loan servicing company for updates *********** ******************************************* ** ***** ********* account number is: **********Business Response
Date: 03/29/2024
Pertaining to ***** ********* federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 03/29/2024
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:03/20/2024
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.
As the many other complaints for the same issue, the nelnet website login is broken. The correct password (saved in password manager and has worked several times before) was rejected. Reset my password to log in, and new password rejected again. (Verified spelling before submission).
I did not choose to do business with this company, my student loans were transferred, now I'm stuck dealing with a company responsible for most if not all of federal student loan debts that has zero idea how to operate a secure website.
Repeatedly resetting passwords for every use is a huge security issue, and a blockade to users from making on-time payments. I work literally their entire M-F business hours and have no other means of contacting them for assistance. As useless as I'm sure it would be.
What's worse, is you. The BBB is allowing this company to respond directly to these complains, basically calling users stupid. Even after the complaint clearly stated that even the new password is being rejected. And the BBB, responsible for assessing their legitimacy, rates them as A+ with over 600 complains this year alone??
This company needs serious security risk analysis done, if it's to be responsible for managing a huge portion of this nation's loan debts. Absolutely negligent for them to ignore legitimate complaints, and for the BBB to ignore their faults instead of addressing them. It's literally the only job of the BBB, and you're failing miserably.
How the **** are we supposed to trust these clearly biased ratings? If this is how they will continue to operate, I demand a new option for student loan repayment, as this sub-par company was forced upon the myself and millions of others.Business Response
Date: 03/28/2024
Pertaining to ******* ********** federal student loan account,
we reviewed their concerns and
provide the attached response.
Account: **********
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. On behalf of your lender,
the U.S. Department of Education (ED), we service your federal student loans. We take your
concerns seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is that you believe the Nelnet website login is broken. When you
attempt to log in your password is rejected and when you reset your password the new one is
rejected. You’re asking us to repair this issue.
We apologize for the frustrations you have experienced with our website. We submitted a request for
one of our agents to call you back to help you with your ********** account. On March 26, 2024,
during our phone conversation, we discussed your previous issues logging in to our website. You
stated you have since been able to access your ********** account and have made payments.
If you have any other questions, you may call us at 888-486-4722 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 visit ********************* *
Sincerely,
******* **
Nelnet Loan ServicingInitial Complaint
Date:03/19/2024
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 has notified the servicer of my loan MOHELA, but not the guarantor of my loan ECMC, of my approval for a total and permanent disability discharge. ECMC has told me that they can't do anything until they receive notification from NELNET, but NELNET won't notify ECMC because Nelnet tells me that ECMC doesn't show up as a loan of mine. I have documentation that ECMC is the loan guarantor (Account # 23081461). Nelnet has a phone number to reach someone at ECMC. Can NELNET please notify ECMC so the loan can be transferred to NELNET and discharged. MOHELA, the servicer, refuses to do anything including providing notification to ECMC.Business Response
Date: 03/28/2024
Pertaining to ***** ************ federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 03/31/2024
Complaint: 21455889
I am rejecting this response because: i would like to see documentation that the notification was sent to ECMC: The date and content of the communication. That way I can follow up with them. This is the very first time, in all of my conversations with NELNET, that I was told that ECMC was notified. ECMC denies being notified. I don't think there are any regulations preventing NELNET from reaching out to ECMC. Also, please provide documentation of the regulations and regulating agency that only allows notification every 120 days. Do the regulations prevent follow up? Finally, I have asked to speak with a person and that has not happened. I Don't believe there is any regulating agency preventing NELNET from getting me a contact that i can reach.
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:03/19/2024
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 became my student loan servicer after it had been with ***** ***** previously. I recently was told to start paying my loans again. For the past two months I have attempted to make a payment, only to have it returned with no explanation. Meanwhile, they continue to charge interest on my loans. I have not found a way to get in contact with anyone there. And the weird thing is, the dashboard says “payment processing” and “payment received”. Even though I got a message saying payment returned. These guys are totally scammers, returning payments so they can charge more interest.Business Response
Date: 03/27/2024
Pertaining to **** ********** federal student loan account, we reviewed their concerns and provide the attached response.
Account: **********
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 ****
********** ** ********* (ED), we service your federal student loans. We take your concerns
seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is each time you attempt to make a payment, the dashboard
says your payment was received, then it gets returned with no explanation and interest continues to
be charged on your loans. You have also been unable to reach us for help. You are asking us to
stop returning your payments and reimburse you for the interest that has accrued because of this
issue.
Your recent payments of $208.15 and $224.09 could not be processed because your financial
institution was unable to process the transactions. Typically, this is a result of entering an incorrect
account number. Please note, when you make a payment with a valid routing number, your Nelnet
account may temporarily reflect that the payment was received because it takes up to 10 business
days for us to confirm that your financial institution was unable to process the transaction.
Please verify your account information with your financial institution. Then, log in to your
********************* account and review your saved payment information to make sure the
information we have on file is correct so that future payments can be processed.
If you continue to have issues making payments with your checking or savings account, you may call
us at the phone number below to submit your payments with a debit card instead. Alternatively, you
can submit your payments by mail with a check or money order to the address listed below. Please
write your Nelnet account number on your check or include the bottom portion of your statement.Initial Complaint
Date:03/18/2024
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.
On 2/12/24 I made a payment on my student loans and chose to split the payment across two different loans. I allocated $100 to one loan and $400 to another for a total payment of $500. I received an email confirmation from NelNet for both payments. Both payments were drafted from my bank. However, more than a month later and the payment history on my NelNet account continues to only reflect the $100 payment. Not applying the $400 payment is impacting the interest accruing on the loan and getting assistance from NelNet is nonexistent. I would like the payment of $400, a payment NelNet even confirmed by email they received, to be applied to my loan ASAP.Business Response
Date: 03/27/2024
Pertaining to ********** ******* federal student loan account, we reviewed
their concerns and provide the attached response.Customer Answer
Date: 03/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and it is satisfactory. While I appreciate such a prompt response, it is almost disappointing to know they were capable of responding quickly and clearly when reached out to in this way, but not through any of the customer service options on their own website.
Sincerely,
********** *****Initial Complaint
Date:03/18/2024
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.
I am writing to lodge a formal complaint against Nelnet, specifically regarding the management of auto debit payments and the usability of their online platform, nelnet.studentaid.gov. Despite having an auto debit arrangement set up for my student loans, I consistently find discrepancies in my account status when accessing their website, including notifications of past due amounts. This recurring issue suggests a significant malfunction within their payment processing system, which I believe is unacceptable given the substantial sums involved, directly impacting hardworking individuals' finances.
Furthermore, the website presents unwarranted obstacles when attempting to make additional payments towards my loan. These barriers not only hinder my ability to manage my finances efficiently but also appear to be strategically placed to accrue additional interest, a practice I find unethical and entirely unacceptable. The continuous presence of these issues over several months has eroded my trust in Nelnet's capability to manage its online services effectively.
Moreover, my engagement with Nelnet was not a matter of choice. My loan was transferred to their management from another servicer without my consent or prior notification. This involuntary switch has left me dealing with a servicer whose online management capabilities and ethical practices fall significantly short of my expectations. The lack of choice in this critical aspect of my financial management feels akin to a 'bait and switch' tactic, raising serious concerns about transparency and fairness in the handling of student loans. This experience starkly contrasts with the standards I expect from a financial institution entrusted with such a vital role.
Given these circumstances, I am seeking your assistance in addressing these grievances with Nelnet. I wish to explore options for transferring my student loans to a more reliable and ethically sound company that maintains accurate and current online account information. It is critical that my loan servicer upholds the highest standards of operational integrity and customer service, reflecting the serious nature of managing educational finances.
I appreciate your attention to this matter and look forward to your support in resolving these issues promptly and effectively.Business Response
Date: 04/03/2024
Pertaining to ****** ******* 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: their website needs work and I do not trust them handling my student loan payments. Simply a bad business.
Sincerely,
*** *****Initial Complaint
Date:03/17/2024
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.
Since my student loans have been transferred over to Nelnet I have experienced numerous problems. The website is never working properly, communicating with customer service is impossible, and there are constantly problems logging in. The most recent problem I have encountered was with my login. When logging in I was prompted to change/update my username/password. I went through the process of changing it and when I went to log back in with the new information I was denied. I have tried reaching out to customer service multiple times with no luck. Twice I had been on hold for at least 45 minutes just to be hung up on. This company is a disaster.Business Response
Date: 03/25/2024
Pertaining to ******* ********** federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:03/17/2024
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.
Continuous requests for documents that have been submitted.
I applied for the IDR last July/August and submitted the necessary documents for processing. In December and January, I continually received emails stating I needed to reapply for the IDR. I didn't know why and called. I spoke to a rep in February stating although I submitted the documentation and reapplied in August, my reapplication date is typically in February and I needed to apply again. I submitted the application and documents yet again. On 3/17, I received an email to log in to the site to review the IDR application response. The response stated Nelnet sent me a request for documents that they know they've never sent and my application is denied. I have a copy of the letter approving my IDR application from August 2023. Why did I have to reapply and why does Customer Service make false statements like they've reached out to borrowers when they know they haven't?Business Response
Date: 03/25/2024
Pertaining to ******* ********* federal student loan account, we reviewed
their concerns and provide the attached response.Customer Answer
Date: 03/25/2024
Complaint: ********
I am rejecting this response because:my application from August 2023 was approved. Thus, I sent the approval letter received from Nelnet. Additionally, what is the outcome of this? Do I need to rectify or not? Lastly, why does Nelnet state they contacted me and did not?
Sincerely,
******* *******Business Response
Date: 03/29/2024
Pertaining to ******* ********* federal student
loan account, we reviewed their concerns and provide the attached response.
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