Complaints

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

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• 

  Nelnet - National Educational Loan Network

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

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:03/07/2024

  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.

  Hello. According to the document i have attached, my student loans were suppose to be discharged in the amount of the document and Nelnet was suppose to remove the student loans from my credit report in 60-90 days from November 8. No action has been taken. They are in violation of the agreement per thier document.

  

  Business Response

  Date: 03/25/2024

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

• Initial Complaint

  Date:03/07/2024

  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.

  Nelnet had been overcharging me for three months. When I first noticed 8 weeks ago, I called and they were able to correctly adjust the amount of the one loan that was taking out more than necessary, but weren’t able to give me a reason as to why this happened. They submitted a refund request for the approximately 3500$ I had been overcharged.
  
  I never received the refund and hadn’t heard from anyone. Another month went by and another payment occurred, and I was again overcharged. I have been in contact with them every week since.
  
  I was told from someone on the solutions team that my request for a refund was denied because of an administrative error. This employee told
  me they were going to correct the error by pushing my due date out and would then resubmit a refund request.
  
  However, this person, for the last 3 weeks, has not been able to get into contact with the accounting or supervisory team to change my due date and then resubmit the refund request. She told me she would forward the issue to her supervisors and call me back. Each time she tells me she will call me, she gives a day and time to call me back, but she doesn’t. The employees also do not provide any direct contact information.
  
  So, each time I end up calling nelnet back and spending hours on hold to finally get back to this employee who then gives me the same answer, “I’m waiting for my supervisors and I will give you a call back on this day at this time.” She has advised me not to pay my overdue amount as it will just be refunded, since the amount due is incorrect and I’m waiting for
  the issue to be corrected and my 3500$ refund.
  
  To make matters worse, they refuse to put me in an administrative forbearance until they can correct the issue.

  

  Business Response

  Date: 04/02/2024

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

• Initial Complaint

  Date:03/06/2024

  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 paid 152.35 on 02/12/2024 to be applied to principal and interest, but the payment was applied to interest only.
  
  I paid 42.20 on 02/28/2024 to be applied to principal and interest, but the payment was applied to interest only.
  
  Nelnet says I have a payment due 03/03/24, but when I made a payment on 02/28/24, Nelnet reflected my next payment was due on 03/25/2024. Nelnet keep changing due dates.

  

  Business Response

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am owed a refund under ***** v ******* for monies paid on a consolidated loan. Nelnet is unable to verify that my paid in full case file has been sent to the US Treasury for the final step of issuing a refund. They claim there is no internal process to verify this has been completed.

  

  Business Response

  Date: 03/22/2024

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

  

  Business Response

  Date: 04/03/2024

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

  Customer Answer

  Date: 04/03/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As the servicer of my loan it is unacceptable to not have access to payment history or refund status of said loan.

  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:03/04/2024

  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.

  Good morning, my name is ****** *******, and my problem is with Nelnet Department of Education. On July 11th, 2023, my student loan was handed over to * * ********l. My ******** credit report is showing that I still owe Nelnet as well as ** ********* for this same student loan. I can't owe both of them. Please make it make sense. I contacted Nelnet on several occasion to ask them to remove themselves from my credit report. My last contact with them was on February 26, 2024.I even disputed the case with the credit bureau but the update from the credit report says that Nelnet says its correct. NO WAY. The outcome I would like to see is that Nelnet be remove from my credit reports all three of them. Thank you. if not removed at lease put the correct information on the report to show it was handed off.

  

  Business Response

  Date: 03/22/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not have a contract with Nelnet trying to collect and reporting a balance to my credit reports. They did not provided with the original contract as requested.

  

  Business Response

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for the FSA SAVE loan. I would log in and my amount would be 0.00. I received and email today saying I was past due. You cannot talk to anyone at Nelnet and this seems to be an ongoing problem. I feel they need to be hel accountable for their shady practices. If the FSA says I do not owe anything then why is Nelnet superseding the FederalGovernment. Apparently Nelnet has no idea what they are doing. When I try to log on, the site is down but they can send me a past due notice I don’t owe!!!

  

  Business Response

  Date: 03/21/2024

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

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have school loans with Nelnet. I have attempted to contact them twice with concerns about my account. My account shows the payment amount. I make the payment and the account doesn't update to reflect that the payment was made. I made two payments, however the account never updated. I logged in today to make my monthly payment and it now tells me that my account is past due. They received and accepted the payments that came from my bank. Because my account is not updating to reflect that the payment is made, it is also being reflect back to the federal student aid site that my payment has been missed. This information also gets reported back on my credit score. I have also filed two complaints with federal student aid and have never received a response.

  

  Business Response

  Date: 03/22/2024

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

• Initial Complaint

  Date:02/29/2024

  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.

  Every single time I attempt to login into Nelnet to access or pay my student loans, it doesn't recognize my password and I have to create a brand new password to access my account. This issue has been ongoing for months, and reliably happens every time I try to login. Today, 2/28/24 I have tried 4 separate times to reset my password to access my account, and every time it tells me that my password is incorrect. I have payments I need to make, but am simply unable to access my account. Typically, when I need to reset my password, I am able to login to my account after resetting my password. Today, this has not been the case - even after resetting my password, I am unable to login to my account using this new password.

  

  Business Response

  Date: 03/08/2024

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

  Dear ***********
  
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. 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 when you attempt to log in to our website, your password isn’t
  recognized so you have to reset it. You state that it normally works after you reset it but on February
  28, 2024, you reset your password four times and were still unable to log in to make your payment.
  We apologize for the experience you described on our website. We highly value customer feedback
  and will take your input into consideration as part of our continuous effort to enhance our processes,
  so that we may serve you better. On February 28, 2024, our website was experiencing a temporary
  outage that has since been resolved. If you are still experiencing issues with logging in to our
  website, you may click on the Help tab on the Log In page to review options for assistance.
  Alternatively, you may contact us at the number below.
  
  You have the option to submit your payment through our automated phone system; however, you
  must first authenticate yourself by providing information such as your Nelnet account number, date
  of birth, and full name. Once authenticated, you may submit a payment using your checking or
  savings account. You may also request to speak with a live representative to make a payment. For
  more information about ways to pay, see our How to Make a Payment page.
  
  We noticed the address you included with your inquiry differs from the address we have on file. We
  may receive updates from your school or ED if either of these entities have different contact
  information for you. Please log in to your ************** account or Nelnet.com account to review
  and update your contact information. Alternatively, you can contact ED at ************** or our
  customer service team using the contact information provided at the end of this response.
  
  We hope you find this information helpful. 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 ********************************** **
  ***** ***********
  
  Sincerely,
  
  **** **
  Nelnet Loan Servicing

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable to this debt with Dept of Education/Nelnet. I do not have a contract with Dept of Education/Nelnet,they did not provide me with the original contract as requested.

  

  Business Response

  Date: 03/08/2024

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

  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. 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 you believe you are not liable for the student loan debt. You do
  not have a contract with ED or Nelnet. You are requesting the original contract and for the account to
  be removed from your credit report.
  We service your Federal Direct Consolidation Loan that originated in 2009 and paid in full Federal
  Stafford Loans disbursed between 2003 and 2006 for your education at ***** * ****** University.
  We received documentation from the school that confirmed you were actively enrolled between 2003
  and 2006. They also provided a copy of your Student Transaction Summary Report showing you
  received Federal Stafford Loans to help pay your tuition.
  On April 12, 2023, we denied a prior claim of identity theft, based on your signed promissory note,
  and your requests for deferments and forbearances.
  We have enclosed a copy of your Promissory Note for your records. On behalf of ED, we furnish
  your account data to the consumer reporting agencies. Under the Fair Credit Reporting Act, we have
  an obligation to ensure data we furnish is accurate and complete. We are unable to remove the
  account from your credit report.
  We hope you find this information helpful. 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 N*************[email protected] or
  visit Nelnet.com.
  Sincerely