Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

Headquarters

Complaints

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

Customer Complaints Summary

1,148 total complaints in the last 3 years.
281 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/23/2024
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 need to get ahold of Nelnet but can't get any response at all. I've tried calling and emailing and submitting messages through their email form but still no response after 4 months. I have account issues and keep getting late notices, but can't get an account issue resolved.

There is no way to follow up on emails since message traffic disappears once you submit the message.
Business Response
Date: 03/27/2024
Pertaining to ******* ********* federal student loan account, we reviewed their concerns and provide the
attached response.
Account: **********

Dear ********

Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
(Nelnet). The Consumer Financial Protection Bureau forwarded your inquiry to us for 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.

As we understand it, you want to speak with a representative regarding your account but have been
unable to reach us.

We were experiencing unprecedented call and email volumes, which resulted in delayed email
responses. We apologize for the inconvenience. We are committed to providing superior customer
experience and we look forward to a more positive relationship with you in the future.

On March 4, 2024, and March 5, 2024, we called you to discuss the concerns you have regarding
your loan account, but we were unable to reach you. Please contact our Solutions Center at ****
******** and a Resolution Specialist will be happy to assist you further.

We hope you find this information helpful. If you have any other questions, you may call us at ****
******** *rom 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:02/23/2024
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 has failed to update Experian (credit reporting agency) that my student loans were transferred to ****** on 2/3/23. Over a year later, my Experian credit report still reflects my Nelnet loans (in addition to the correct ****** ones), with their balances as of the day they were transferred. I have filed 3 disputes with Experian between October 2023 and January 2024, and Experian contacted Nelnet each time to check on these loans. After all that communication, the only change that happened was that my credit report now says that 4 of my 6 Nelnet balances are accurate as of February 2024 (one year after these loans ceased to exist). Experian now states I need to submit a letter from Nelnet stating that my loans were transferred in February 2023. I called Nelnet to request this on 2/2/24, and the person on the phone told me I would need to send an email. I sent an email the same day, but as of today (2/22/24), I have only received a reply asking for my personal information (since they couldn't find my account) and another reply asking for me to resend my attachment (since they were looking for it on the reply email and not the original). My credit report has been erroneous for over a year, and I need Nelnet to take action ASAP to resolve it.
Business Response
Date: 02/27/2024
February 27, 2024

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

Account: **********

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 U.S. Department of Education (ED), we previously serviced your federal student loans.
We take your concerns seriously and appreciate the opportunity to respond.

Your concern, as we understand it, is, we are still reflecting a balance on your credit report, but your
loans were transferred to ******** ****** ********* **** ********* (******). You’re asking us to
correct this information.

We transferred your loans to ****** in February 2023. At that time, we were directed by ED to
suppress furnishing data to the consumer reporting agencies so your new loan servicer could begin
furnishing data. We’ve sent a request to ****** to update the data with the consumer reporting
agencies.

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
Customer Answer
Date: 02/27/2024
Complaint: ********

I am rejecting this response because:
The issue is not with ******. ****** is providing correct monthly updates to my loan balances to my Experian credit report.
The issue is with Nelnet. Nelnet had 3 opportunities to correct this information when contacted by Experian 3 times after I disputed this information to Experian, and Nelnet failed to make any correction.
The ONLY solution to this error, according to Experian, is for Nelnet to provide a letter to Experian stating that these loans were transferred to ****** in February 2023.
I need Nelnet to communicate with Experian, not with ******.

Sincerely,

******* ********
Business Response
Date: 03/05/2024
March 5, 2024

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

Account: **********

Dear *******,

We appreciate your BBB Rebuttal case. We understand you still have concerns related to credit
reporting and our previous response.

On behalf of ED, we furnish your account data to the consumer reporting agencies (CRAs). Under
the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is accurate and
complete. Based on your request and the information you provided, we carefully investigated your
concern and the corresponding data furnished to the CRAs. Our investigation indicates the data
accurately reflected your loan status at the times it was furnished.

We apologize for any frustration this issue may have caused. Because your account was transferred
to another ED servicer, a suppression was added to your account, at the direction of ED. Because of
this, Nelnet has not furnished any data to the CRAs since February 2023. Once we receive direction
from ED to remove the suppression, we will furnish data reflecting that your account has a zero-
dollar balance. We have enclosed a copy of the January 20, 2023, letter regarding the transfer of
your loan account.

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,

******** **
Your Nelnet Customer Service Team
Customer Answer
Date: 03/05/2024

Complaint: ********

I am rejecting this response because:
In this response, Nelnet is claiming that they have not provided the credit reporting agencies any information since February 2023. I am attaching documentation from Experian which clearly demonstrates that Nelnet provided incorrect information to that credit reporting agency in February 2024, over one year after these Nelnet loans ceased to exist. (Instead of reporting that these loans had transferred and were no longer held by Nelnet, Nelnet reported the loans' full balance at the time of transfer a year earlier.)
I am again reiterating the ONLY solution that would be acceptable, according to Experian, which is for Nelnet to correct the misinformation they gave Experian by providing a letter stating that these loans were transferred to ****** in February 2023.

Sincerely,

******* ********
Initial Complaint
Date:02/23/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I didn't have enough characters to provide all of the details, so I will attach a document explaining the situation in the supporting documents (even though it is not a supporting document in the way the others are; I will label the file accordingly).
Business Response
Date: 02/29/2024
February 29, 2024

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

Account: **********

Dear *****,

Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing (Nelnet). The Consumer
Financial Protection 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.

As we understand it, you were granted a Natural Disaster Forbearance in December 2023. Your concern is the letter you
received showed that no payment was due until May 8, 2024; however, you just received an email notification stating your
forbearance was ending and your next payment is due on March 10, 2024. You state that you were told by a
representative that the forbearance end date must have been a mistake, and that you could apply for an income-driven
repayment (IDR) plan. You indicate that you already applied for IDR in December and still have not heard back. You state
when you try to contact us by phone, the wait has been long. You’re asking us to adjust your account appropriately.

We're currently experiencing unprecedented call volumes, which is leading to long hold times. We apologize for the
inconvenience. We are committed to providing a superior customer experience and we look forward to a more positive
relationship with you in the future.

A Natural Disaster Forbearance is applied to a borrower’s account for 90 days initially. The forbearance was applied to
your account on December 10, 2023, and will end on March 9, 2024. You will receive a new billing statement three weeks
before your due date. We apologize for the confusion and any inconvenience this has caused.

Our records show we received your self-certifying statement on November 24, 2023. However, we did not receive a
completed IDR application to process your request. We have enclosed a copy of the January 26, 2024, email that was
sent, advising you of this information. On February 21, 2024, we received your self-certifying statement again. We also
received your electronic IDR application on February 22, 2024. We are experiencing processing delays due to the volume
of applications being submitted and appreciate your patience. Watch for status emails every 10 days and check your
********** account for updates.

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 ********************************** or visit **********.

Sincerely,

******** **
Nelnet Loan Servicing

Customer Answer
Date: 02/29/2024

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. My forbearance, per my Nelnet's portal, has been extended to April of 2025. The response from Nelnet didn't mention this, so I will update BBB should they fail to honor the updated forbearance period (and I will attached a PDF corroborating the updated forbearance.

Sincerely,

***** *******
Initial Complaint
Date:02/21/2024
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'm not liable for this debt with Nelnet. They did not provide me with the original contract as requested.I do not have a contract with the credit agency Nelnet that is trying to collect.
Business Response
Date: 03/01/2024
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: That is the same response that was given before. I'm asking that the student loans that have been on my report for 20 years be removed.

Sincerely,

****** ******
Business Response
Date: 04/02/2024
Pertaining to ****** ******** federal student loan account,
we reviewed their concerns and
provide the attached response.
Initial Complaint
Date:02/19/2024
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 website has been broken for months and will not allow me to update my payment instructions to allow additional payments to go directly to principle of my balance. They are forcing their users to stay in debt longer with this continual unfixed "bug" on their site. It isn't just my account, both my and my husband's account has this error. It is very corrupt for a service loan services to not allow that function to work and forcing individuals to pay more interest and not have the ability to pay off their debt quicker. More functions don't work on their site but this one is completely unacceptable!!
Business Response
Date: 02/23/2024
February 23, 2024

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

Account: **********

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 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 state our website has been broken for months and will not allow you to
update your payment instructions to allow additional payments to go to your principal. You state we
are forcing users to stay in debt longer with this unfixed bug on our website. You’re asking us to fix
the website.

We were experiencing issues with our website late last week and borrowers were unable to change
their auto debit preferences. This issue has been fixed and you should be able to log into your online
account and update your auto debit preferences. We apologize for any inconvenience this has
caused.

You are able to make extra manual payments at any time on top of your auto debit payments.

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 ********************************** **
***** *********m.

Sincerely,

***** **
Nelnet Loan Servicing
Customer Answer
Date: 03/06/2024
This problem is still not fixed, even after the 24 hours allowed for settings to be updated it still reverts back to not applying overage to principle.
Initial Complaint
Date:02/16/2024
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 has not provided the true banking transactions after we are approved for a student loan. I have questioned them in regards to the banking transaction. Usually when you get a loan there is some sort of tangible proof that a loan was given. This hasn't been the case and is misrepresentation of the student loan. I am actually repaying something on a loan that was never given to me. Anything that we sign is a negotiable instrument. As soon as it is given to a corporation they will securitize it and then we are put on a debtor ledger. Here is the issue: The promissory note/loan agreement cannot be monetized without our signature and consent. None of the proceeds from the securitized instrument went towards the balance of the student loan. Nelnet is violated everything in the student loan: non disclosure, intent to defraud, disclosure of interests, concealment of securities, tax evasion, procuring breach of contract, interfering with trade or business and operating under false pretenses as a constitutional commercial officer or office.

The have violated the Fas94 Accounting in regards to the loan and cash receipts.

FAS95, Footnote 1--Consistent with common usage, cash includes not only currency on hand but demand deposits with banks or other financial institutions. Cash also includes other kinds of accounts that have the general characteristics of demand deposits in that the customer may deposit additional funds at any time and also effectively may withdraw funds at any time without prior notice or penalty. All charges and credits to those accounts are cash receipts or payments to both the entity owning the account and the bank holding it. For example, a bank's granting of a loan by crediting the proceeds to a customer's demand deposit account is a cash payment by the bank and a cash receipt of the customer when the entry is made.

This is a very serious banking issue.
Business Response
Date: 02/26/2024
Pertaining to ********* *********** federal student loan account, we reviewed their concerns and provide the attached response.

Customer Answer
Date: 03/02/2024

Complaint: ********

I am rejecting this response because:
Nelnet has not provided the true banking transactions after we are approved for a student loan. I have questioned them in regards to the banking transaction. Usually when you get a loan there is some sort of tangible proof that a loan was given. This hasn't been the case and is misrepresentation of the student loan. I am actually repaying something on a loan that was never given to me. Anything that we sign is a negotiable instrument. As soon as it is given to a corporation they will securitize it and then we are put on a debtor ledger. Here is the issue: The promissory note/loan agreement cannot be monetized without our signature and consent. None of the proceeds from the securitized instrument went towards the balance of the student loan. Nelnet is violated everything in the student loan: non disclosure, intent to defraud, disclosure of interests, concealment of securities, tax evasion, procuring breach of contract, interfering with trade or business and operating under false pretenses as a constitutional commercial officer or office. The have violated the Fas94 Accounting in regards to the loan and cash receipts. FAS95, Footnote 1--Consistent with common usage, cash includes not only currency on hand but demand deposits with banks or other financial institutions. Cash also includes other kinds of accounts that have the general characteristics of demand deposits in that the customer may deposit additional funds at any time and also effectively may withdraw funds at any time without prior notice or penalty. All charges and credits to those accounts are cash receipts or payments to both the entity owning the account and the bank holding it. For example, a bank's granting of a loan by crediting the proceeds to a customer's demand deposit account is a cash payment by the bank and a cash receipt of the customer when the entry is made. This is a very serious banking issue.

Sincerely,

********* *********
Initial Complaint
Date:02/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husband is permanently disabled and I have never had a problem relaying this to any loan servicer, until nelnet. Not only do they ignore paperwork and not resolve issues, they make it impossible to quickly connect to a human interface to resolve the issue. They also charge you when they are not supposed to and penalize you when they’ve previously agreed not to. This company is so entirely incompetent, I can’t believe the government trusts them to handle its money.
Business Response
Date: 02/23/2024
February 23, 2024

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

Account: **********

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 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 husband is permanently disabled, and you are having
problems relaying this to us. Also, you believe you have been charged when you shouldn’t have, as
well as, penalized when we said we wouldn’t.

We apologize for any issues you may have had in relying information to us and appreciate your
patience. On February 16, 2024, we spoke with you and went over repayment options. We also
emailed you instructions on how to apply for an Income-Driven Repayment (IDR) Plan, along with
the self-certified letter needed pertaining to taxable income. Once we receive your completed
application, we will begin processing it. We will let you know when your repayment plan has been
updated. There have been no charges or penalties added to your account.

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:02/15/2024
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 A STUDENT LOAN THROUGH THEM AND THEY WILL NOT ANSWER THE PHONE OR CONTACT ME REGARDING THIS ACCT. WHAT SO EVER.
Business Response
Date: 02/22/2024
February 22, 2024

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

Account: **********

Dear ******,

Your parent, ******* ******* recently opened an inquiry with the Better Business Bureau (BBB)
regarding your federal student loan account with Nelnet Loan Servicing (Nelnet). The BBB 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 *******’s concerns seriously and appreciate the
opportunity to respond.

As we understand it, ******* was requesting us to contact him. He was unable to reach us.

We are currently experiencing unprecedented call volumes, which is leading to long hold times. We
apologize for the inconvenience. We are committed to providing a superior customer experience with
you and *******, we look forward to a more positive relationship with you both in the future.

On February 16, 2024, ******* spoke with one of our agents. The agent advised how to set up auto
debit and provided general information regarding Public Service Loan Forgiveness (PSLF).

On February 17, 2024, we received your electronically signed auto debit application. We will notify
you when the application is processed. Please make your payments manually until you receive
notification that auto debit is applied to the account.

We successfully applied a payment of $192.26 on February 16, 2024, which was made within your
Nelnet.com online account. Your next payment of $225.76 is due on March 12, 2024.

Loan Forgiveness
ED offers loan forgiveness opportunities for the Direct Loan Program. Examples of forgiveness
programs available are: PSLF, total and permanent disability discharge, Teacher Loan Forgiveness,
and borrower defense to repayment. Loan discharge and forgiveness program information is
available at StudentAid.gov/manage-loans/forgiveness-cancellation . Additionally, you may contact
Nelnet to review eligibility requirements.

Income-driven repayment (IDR) plans offer a monthly payment based on your income, family size,
and total indebtedness. In the event your loan is not paid off within the repayment period, each IDR
plan has a loan forgiveness component. Keep in mind, payments under IDR Plans may be as little
as $0/month. You can find more information on IDR plans at **********************
*********************************** .

Based on the information provided on *******’s phone call, you may be interested in the PSLF
Program. The PSLF Program forgives the remaining balance on your Direct Loans after you have
made 120 qualifying monthly payments under a qualifying repayment plan while working full-time for
a qualifying employer. You can find out more about this program using the resources below.
PSLF Help Tool
PSLF & Temporary Expanded PSLF (TEPSLF) Certification & Application
PSLF Fact Sheet
PSLF Program FAQ

You can use Step 1 of the PSLF Help Tool to access the employer database, which provides
information on which employers meet PSLF Program requirements.

Please note that employers in a “likely ineligible” status are those that we have not yet made a
qualifying employer determination about. Please also note that regardless of the service performed
or essential worker status, borrowers who are employed by for-profit corporations cannot get credit
towards PSLF.

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:02/13/2024
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 for the debt with Nelnet. I do not have a contract with the Nelnet, they did not provide me with the original contract as I requested.
Business Response
Date: 02/19/2024
February 19, 2024

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

Account: **********

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 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 do not believe you are liable for the loans with Nelnet
and do not have a contract. You are asking us to remove the account from your credit report and no
further contact.

We responded to your similar concerns on February 14, 2024, validating your loan debt. Included is
a copy of the response.

We noticed the phone number and email you included with your inquiry differs from the phone
number and email 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

Customer Answer
Date: 02/21/2024
Complaint: ********
Thank you for providing this information, but I reject this response since it creates more questions than confirming that I have a contract with this company. In order for me to accept a response, please explain the following:1) Based on the information provided, where and when did I contracted with Nelnet to collect this alleged debt?2) Based on the information provided, Please provide proof of chain of ownership of the alleged debt and include proof of assignment for each change of ownership. Proof of chain of ownership must be from the original creditor to the current alleged owner without any break in the chain.
3) Based on the information provided, the company has reviewed the alleged account and has noted that I have taken action that constitutes acceptance of the repayment obligation. These actions include making repayments to the loan. Were this payment withdrawn in the form of automatic payment? Were this automatic payment authorized by me to Nelnet? Please show proof of my authorization to Nelnet to withdraw payments from any of my bank accounts.
4) Based on the information provided, please answer, has the Note has ever been sold?
5) Based on the information provided, provide proof that Nelnet is the holder in due course of the Note per UCC 3-302. Provide documentation that Nelnet is authorized to collect this debt.
6) is the accounting information presented from the original creditor? The accounting dates start on 7/14/2022 when some of the alleged loans were disbursed back in 2015. Is this an accounting error?

I look forward to get this issue resolved as soon as possible.

Sincerely,

****** ********
Business Response
Date: 02/28/2024
February 28, 2024

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

Account:

Dear ******,
**********
We appreciate your BBB Rebuttal case. We understand you still have concerns related to the
validation of your student loan debt and our previous response.

On July 14, 2022, the U.S. Department of Education (ED) authorized the transfer of your federal
student loans from Great Lakes Education Loan Services, Inc. (GLELSI) to Nelnet. ED contracts with
several servicing companies, including Nelnet. They may transfer the loan from its current servicing
company to a different servicing company of their choice at any time.

GLELSI began servicing your loans in September 2015, and serviced your loans until we received
them in July 2022. Your loans were disbursed from September 2015 to November 2021. We have
included your GLELSI Payment History and your Loan Disbursement Details

Since you were set up to make automatic payments through GLELSI, your information was
transferred to us to continue automatic payments once the payment pause ended. Your first
payment was withdrawn in October 2023, and we have since canceled auto debit on your account.

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

Customer Answer
Date: 03/04/2024

Complaint: ********

Thank you for your respose.
Nelnet failed and continues to fail on providing proof of the following requested items:
1) Proof if chain of ownership of the alleged debt and proof of assignment for each change of ownership. Proof of chain of ownership must be from the original creditor to the current alleged owner without any break in the chain.
2) Proof that Nelnet is the holder in due course of the Note per UCC 3-302.
Nelnet did not provide my authorization to allow Nelnet to set auto payments. Nelnet stated on February 14,2024, that my "actions of paying the loan constitutes acceptance of the repayment obligation" but it is clear, and Nelnet attested to it in the latest communication (February 28,2024)", that such "payment actions" were made through automatic payments that were NOT AUTHORIZED NOR APPROVED by me. Help me understand, if I never authorized a payment but Nelnet pay themselves in an unathorized matter, does that constitute acceptance of the liabilities? Isn't a unauthorized transaction the same as a fradulent transaction?
Therefore, I demand immediate cessation of any further attempts to collect repayment from me without my explicit consent.

Sincerely,

****** ********
Initial Complaint
Date:02/13/2024
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.
Netnet took over my parent loan payment. I set it up to have roughly 950.00 taken out of my bank account monthly for auto payment. In December one payment came out 707 early in the month, then 207 mid month, then late in the month 1707. was taken out. I tried to contact Nelnet and was on hold for over 2 hours and never got live help. I went to my account online and changed the monthly payments to 950. Then in January 207 was taken out in early month, 707 taken out mid to late January. Then today February 13 1,707 was taken out of my account. When I called the company they had no record of the 1707. for today's payment. I tried to remove autopayment an the system will not allow me to remove auto payment. I am unable to manage my account and control how much money is being taken out of my account. When I called the costomer service rep. was unable to help. I would have to consolidate my loan for higher interest rates and longer terms. Literally the company is taking money from me with me having no control over my own account.
Business Response
Date: 02/21/2024
February 21, 2024

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

Account: **********

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 U.S. Department of Education (ED), we service your federal student loans.

Your concern, as we understand it, is that you assert we took more than the $950.00 auto debit
payment you set up on a monthly basis from your bank account. In December 2023 and January 2024,
you noticed there were three different amounts, $707.00, $207.00, and $1707.00 auto debited. You
attempted to cancel auto debit, but the system would not allow you to. You are asking us to adjust your
payment to reflect $950.00 per month.

On behalf of ED, we service your federal student loans. Your account is in repayment and in good
standing. As of February 20, 2024, your outstanding balance is $255,908.91. Of that balance,
$252,3721.82 is principal and $3,187.09 is interest. You are currently enrolled in the Extended
Repayment Plan.

Our records reflect that your account was enrolled in auto debit effective July 2023. Loan groups AA,
AB, AC, AD, AE, AF, AG, and AH entered repayment in October 2023 after the administrative
forbearance ended. The total monthly payment of $968.88 was auto debited beginning in October
2023. As indicated on your monthly billing statements, your monthly payment of $707.70 due on the
16th of each month covers loan groups AA, AB, AC, and AD and your monthly payment of $261.18 due
on the 24th of each month covers loan groups AE, AF, AG, and AH.

On October 13, 2023, we sent the enclosed notices indicating that your deferment was ending on
November 12, 2023, for loan groups AK, AJ, AI, and AL. Though your monthly payment of $1,725.73
was not due until January 11, 2024, because your account was enrolled in auto debit when your
deferment ended, the payment pulled because your account was in an active repayment status as
noted in your monthly billing statements. Auto debit will also deduct payments even if your loans are
past due or if you have previously paid more than the minimum amount due (known as being paid
ahead). Our records reflect your auto debit is currently not active.

Your loans have multiple cycle dates. Your total required monthly payment is $2555.07. This total is
split and paid towards three loan groups that have due dates on the 11th, 16th, and 24th of each month.
If you are unable to manage this payment amount you can review different repayment plans by logging
into your online account on Nelnet.com. If you are interested in aligning your cycle dates so all of your
groups come due on the same date each month, you may choose a new due date from the 1st to the
28th of the month if you have already made your first monthly payment. If you want to change your
cycle date, please call us at ************.

If your income is preventing you from making your current monthly payment, or if you are applying
for Public Service Loan Forgiveness, you may wish to consider applying for an income-driven
repayment (IDR) plan. The IDR plans offer a monthly payment based on your income, family size,
and total indebtedness. Keep in mind, payments under IDR plans may be as little as $0/month. In
the event your loan is not paid off within the repayment period, each IDR plan has a loan forgiveness
component. You can find more information about repayment options with ED’s Loan Simulator at
******************************. For more info on the IDR plans for your loan type(s), please visit
******************.

We hope you find this information helpful. If you have any other questions, please call us at ********
****, from 8 a.m. to 9 p.m. (Eastern) Monday, Tuesday and Wednesday 8 a.m. to 8 p.m., and
Thursday and Friday 8 a.m. to 6 p.m. You can also visit our website at ********** ** *****
**********************************.

Sincerely,

***** **
Nelnet Loan Servicing

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