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:02/13/2024

  Type:Service or Repair 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.

  In December I consolidate two FFELP loans and selected an incorrect IBR plan. On January 24th at 9:57 am I called because my Fed Aid account showed multiple applications in process. The representative I spoke to cleared all the applications and started a new SAVE one with me to include the correct information such as dependents. She got her manager involved and processing involved. My application was processed that same day while I was on the phone. On January 26th I received communication in an email confirming the SAVE plan. I received a disclosure saying the SAVE plan would start 2/27/2024 in the amount of 270.86 for 12 months. My account was also updated to reflect that. On January 26 I also received an email saying my application was received and it was being processed. I called Nelnet to ask why I got this email when I already got confirmation that it was complete. I was told it was an automatic residual email from the previous application from January 24th. On January 30th I received an email saying that my payments were postponed while my account was placed into an administrative forbearance while my SAVE plan application was being processed. On January 31 I logged into the account and my payments were removed and postponed to April 2024. I called and they could not give me an answer. The representative confirmed no applications were in process and I was in the SAVE plan. She put a request in to have the forbearance removed. It was processed on Feb 10 and my due date returned to normal for three days until processing put the account into forbearance again with no explanation. I called again on 13 Feb to have it removed and the rep told me that no reason to the forbearance was given. I keep getting emails that my loan is in admin forbearance and I keep having to call NelNet. I have two complaints out with CFPB and Fed Aid but Nelnet is not responded to me. Multiple requests have been put in to cancel the forbearance but they keep placing my account in it.

  

  Business Response

  Date: 02/22/2024

  February 22, 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 consolidated your Federal Family Education Loan (FFEL)
  Program loans in December 2023, and applied for the Saving on a Valuable Education (SAVE) Plan,
  but your loans were placed into the Income-Contingent Repayment (ICR) Plan. After the SAVE Plan
  was applied you received notice that the administrative forbearance was applied during the new
  application processes.
  
  On February 13, 2024, we responded to your similar concerns. The enclosed response advised that
  the ICR Plan was selected on the loan consolidation application, so the ICR Plan was applied to the
  loans. On January 24, 2024, we processed the SAVE Plan per your request on your new application
  and the administrative forbearance was removed. The letter also provided account details and
  information on interest during the SAVE Plan.
  
  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
  
  Enclosures:
  February 13, 2024 Letter

  Customer Answer

  Date: 02/22/2024

  
  
  Complaint: ********
  
  
  While my account has had the forbearance removed as requested, as of 22Feb2024 - the last message you responded to as a result of my CFPB complaint removed the forbearance and then it was subsequently added back to the account right after. 
  

  You have not adequately provided a response or explanation as to why the forbearances keep occurring despite them being removed from my account. 
  

  This same request has also been sent to the Department of Education for an explanation as well. 
  

  As my loan servicer you have failed to answer any questions in a reasonable time and have mishandled these loans from the start. 
  
  
  
  ***** ********

  

  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
  forbearances added to your account and our previous response.
  
  The U.S. Department of Education has directed servicers to apply administrative forbearance to
  borrower accounts who submitted an income-driven repayment (IDR) plan to allow processing prior
  to the first payment being due. Because we received multiple applications, each application caused
  a new forbearance to be applied. We can confirm there are no further IDR plan applications on file at
  this time.
  
  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: 03/01/2024

  
  
  Complaint: ********

  
  
  Your response, indicating that the administrative forbearance was put on my account because of multiple applications is false. 

  At the time the SAVE plan was approved, there were NO active applications on the account, which was verified by multiple customer service representative and verified by the Dept. of Education. I had requested multiple times to have the forbearance removed, which is was, and then promptly put back on the account a day or two later. In fact, the last correspondence to my CFPB complaint, a representative indicated that the forbearance was removed and my complaint was considered closed. Two days later, an admin forbearance was placed on the account. 

  Your responses to my situation are untrue and inadequate. Nelnet is refusing to take responsibility for this matter and claiming that they continuously messed up the account, instead - placing the blame on my "multiple IBR applications", when in fact, there were none opened at the time of the multiple admin forbearance's. I am appalled at Nelnet's lack of responsibility and timely responses to these complaints. 

  My complaint with the Dept. of Education still stands. 

  
  
  
  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.

  Subject: Complaint Against Nelnet - National Educational Loan Network
  Regarding Inaccurate Credit Reporting
  Dear Better Business Bureau,
  I am writing to file a complaint against Nelnet - National Educational Loan Network due to inaccuracies in the information they have reported on my credit report. I believe that these inaccuracies are negatively affecting my creditworthiness and financial standing.
  Business Information:
  Business Name: Nelnet - National Educational Loan Network
  Business Address: *** * **** ** * *** ******** ** ********** Inaccuracy: Continuously reporting inaccurate and obsolete information on my credit report.
  Explanation:
  I have identified inaccuracies in my credit report related to inaccurate and obsolete information that were reported by the National Educational Loan Network. Despite my efforts to resolve this matter directly with the business, the inaccuracies persist. I kindly request the Better Business Bureau to intervene in this matter and facilitate communication with the National Educational Loan Network to ensure the correction of the inaccurate information in accordance with applicable laws and regulations.
  Thank you for your attention to this complaint. I trust that the Better Business Bureau will assist in resolving this issue promptly and efficiently.

  

  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. We take your
  concerns seriously and appreciate the opportunity to respond.
  
  As we understand it, you believe we’re reporting inaccurate and obsolete information on your credit
  report. You’re asking us to correct your credit reporting.
  
  We previously serviced three Federal Family Education Loan (FFEL) Program loans on behalf of
  Nelnet Academic Loan (EFS) under **********.
  
  Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to consumer
  reporting agencies (CRAs) is complete and accurate. 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 time it was furnished.
  Factual data may remain on your credit report even if your loans are transferred or paid in full.
  
  Due to the continued delinquency occurring on your loans, we furnished data reflecting your loans
  were 90 days or more past due during the following periods:
  • Loan 1:
  o May 2019 – July 2019
  ? On September 19, 2019, your loan was no longer considered past due
  because your school, ******** ******* **********, reported that you were
  enrolled half time effective August 26, 2019.
  o December 2020
  ? On January 11, 2021, your loan was no longer considered 90 days or more
  past due because you made a payment.
  o October 2021 – August 2022
  ? Due to unresolved delinquency occurring on your loan, your loan defaulted
  and was transferred to your guarantor, ******* ****** ** ********** ****.
  • Loan 2:
  o April 2019 – July 2019
  ? On September 19, 2019, your loan was no longer considered past due
  because your school, ******** ******* **********, reported that you were
  enrolled half time effective August 26, 2019.
  o December 2020
  
  o On January 11, 2021, your loan was no longer considered past due because
  you made a payment.
  • Loan 3:
  o June 2019 – July 2019
  ? On September 19, 2019, your loan was no longer considered past due
  because your school, ******** ******* **********, reported that you were
  enrolled half time effective August 26, 2019.
  o December 2020
  ? On January 11, 2021, your loan was no longer considered 90 days or more
  past due because you made a payment.
  o June 2021 – April 2022
  ? Due to unresolved delinquency occurring on your loan, your loan defaulted
  and was transferred to your guarantor, ******* ****** ** ********** ****.
  
  We currently service two Federal Family Education Loan (FFEL) Program loans on behalf of ED
  under **********. These loans transferred to us effective August 19, 2023, from Default
  Resolution Group as part of the Fresh Start Program. Since your loans transferred back to us on
  August 19, 2023, we have not reported your loans past due.
  
  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:02/12/2024

  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.

  Nelnet is a scam for student loans. They had misinformation on my account and agreed I was on the graduated program where my payments should be 124 a month but it’s showing to pay 160. They told me they couldn’t fix the issue and it would be 3 weeks to look into it and until then I need to pay 160 or go into deferment or forebearance. I do not trust these agencies and how they have handled the account and fully admitted to a technical issue. Now I have no choice but to pay the incorrect amount. I waited on hold for a long time to talk to a supervisor and had to hang up. I need assistance on this issue.

  

  Business Response

  Date: 02/20/2024

  February 20, 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 we had misinformation on your account and agreed that you were on the Graduated
  Repayment Plan with a monthly payment amount of $124 instead of what is currently showing in the amount of $160. You
  state that you were told that it couldn’t be fixed, and it would take three weeks to look into the issue. You indicated that you
  waited on hold to talk to a supervisor but had to hang up. You’re asking us to adjust your payment amount.
  
  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.
  
  At the direction of ED, all loans that were Federal Family Education Loans (FFEL) and entered into default after March 13,
  2020, were transferred to Nelnet. This includes your student loans. Under ED’s Fresh Start program your loans are no
  longer in default and were transferred to Nelnet effective July 15, 2023.
  
  We received your request to switch to the Graduated Repayment Plan. We have enclosed a copy of the February 15,
  2024, approval letter for your records. A Graduated Repayment Plan offers reduced monthly payments at the beginning of
  your repayment term and a gradual payment increase every 24 payments. Based on your current balance, the Graduated
  Repayment Plan would provide you with a 16-year repayment term with a monthly payment of $123.73 for the first 24
  payments; $145.83 for the next 24 months; and $374.02 for the highest payment tier amount. You will receive a new billing
  statement three weeks before your April 12, 2024, due date.
  
  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 Servicinge.

• Initial Complaint

  Date:02/12/2024

  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 in grad school and have requested deferment three times. Nelnet is still saying I owe them money for when i was not in deferment. Except I always should have been in deferment as I have been in grad school half time + for 5 years. I emailed about this 2x, no response. I called and never spoke with a human.
  Previously i had a different loan servicer, and had no such issues like this. Nelnet is completely ignoring my communications with them.

  

  Business Response

  Date: 02/20/2024

  February 20, 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 have been in graduate school for the past five years,
  however we are asking you to make payments. You have requested a deferment three times, and
  you have been attempting to contact us by telephone and email, but you have not been able to
  reach us. You are asking us to contact you.
  
  We're currently experiencing unprecedented call and email volumes, which is leading to long hold
  times and a delay in response times. We apologize for the inconvenience. We are committed to
  providing superior customer experiences and we look forward to a more positive relationship with
  you in the future.
  
  On February 13, 2024, we called you to discuss your concerns, but we were unable to reach you.
  Please call us at your earliest convenience.
  
  On February 13, 2024, we received updated school enrollment information from Wayne State
  University. Each school must report your enrollment information to the National Student Loan Data
  System (NSLDS) on a regular schedule. NSLDS then shares enrollment information with lenders
  and loan servicers. The most recent enrollment update from your school reflects that you are
  enrolled full-time from January 8, 2024, to December 18, 2024. An In-School Deferment has been
  placed on your loans to correspond with those dates.
  
  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:02/12/2024

  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 contacted Nelnet about identity theft student loans taken out in my name. They were supposed to send me a fraud package. Thay haven't sent the package and now they are charging me interest on an identity theft account. I've also contacted the CFPB, i******* ********* and now the BBB. Student loan.gov won't tell me when the email was changed on my account or what it was changed to.

  

  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. We take your
  concerns seriously and appreciate the opportunity to respond.
  
  As we understand it, you believe loans were taken out in your name by someone other than yourself
  and you would like a fraud packet to complete.
  
  If someone unlawfully used your identity without permission to take out federal student loans, we
  require some information from you to initiate an investigation. We’ve attached a packet of
  information explaining the requirements for investigating your claim. You can visit
  ****************************************************************** for more information.
  
  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:02/02/2024

  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.

  In September '23 my student loans AA through AH went into repayment after Covid deferral period. I have been making sufficient payments to cover all accrued interest plus some principal for all eight loans monthly. However, all my payments were applied selectively only to four loans - AB, AD, AE, AF. The remaining loans just accrue interest without any payment allocation at all. I have reached out to Nelnet to adjust the billing and correct all payments since the repayment and accrual resumed in 9/2023. I have not heard back from and the adjustments have not been implemented. The customer service said that she would submit a service request to another department to have the payments applied across all loans. She also said that I would receive an email by the next day detailing the request. I haven't heard back from anyone ever since.

  

  Business Response

  Date: 02/22/2024

  February 22, 2024
  
  
  ***** *********
  *** ****** ******
  ************* ** *****
  
  Account: **********
  
  Dear Irina,
  
  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 when Loan Groups AA through AH went into repayment
  last September, you began making monthly payments. The payments were intended to cover
  accrued interest plus some principal for all eight groups. However, all your payments have been
  applied to only four loans, AB, AD, AE, and AF. You have reached out to us to have these payments
  adjusted, but you have not heard back from us. You are asking for all your payments since
  September 2023 to be applied across all eight loan groups.
  
  We apologize for any frustration this issue may have caused. On February 6, 2023, during a
  telephone conversation with a Nelnet representative, we submitted a request to have your $300.00
  payment dated September 28, 2023, applied to all loan groups. Additionally, on February 15, 2024,
  we submitted a request to have your $300.62 auto debit payments dated October 26, 2023,
  November 26, 2023, December 26, 2023, and January 26, 2024, applied across all loan groups, AA
  through AH. We appreciate your patience while our Payment Processing team works diligently to
  process these payment reallocation requests.
  
  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:01/23/2024

  Type:Customer Service 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 have been trying to get in contact with Nelnet for the past 2 days. I have been on hold for over an hour then when I finally get someone on the line. They hang up or I request call backs. I get no call back or if I do they hang up as soon as I pick up. I simple need all the changes made in my account explained to me because it all makes no sense my student loans have doubled, and I have been paying since 2006. It's frustrating and stressful.

  Customer Answer

  Date: 01/29/2024

   
  
  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:01/18/2024

  Type:Billing 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.

  This is a company that services student loan repayment
  The login and security are weak at best
  The password must be reset each time I log in
  I create a username and password, log out and attempt to log back in and it tells me my password is incorrect
  I reset the password and I am granted access. But if I try to use the same password again it tells me it is incorrect and makes me change it again with each successive login
  There is a risk that personal information about student loans could leak this way and it gives me little confidence they are exercising the proper custodial duty to reclaim the government's money in the form of student loans
  I am not the only one experiencing this problem and I am not the first to contact the BBB
  see the following thread from other nelnet users: ************************************************************************************

  

  Business Response

  Date: 01/25/2024

  Pertaining to *** ******* 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 **** ********** ** ********* ****, we service your federal student loans. We take your
  concerns seriously and appreciate the opportunity to respond.
  As we understand it, each time you attempt to log into your online account, you need to reset your
  password. You are asking that you not be contacted.
  As long as you are logging in with your correct username and password, you will be able to access
  your online account at Nelnet.com. If you have been locked out of your account, you will need to
  click the link for technical support on the Login page, which will provide directions to unlock your
  account. If you forgot your password: go to **********, enter your username on the left, and click
  “Log in.”
  Private Computer Login
  1. If you are accessing the website from a private computer, you will be taken to the password
  page.
  2. Click “forgot password.”
  3. Enter your date of birth, and your Social Security Number, and click “Continue”
  4. Check your Nelnet contact email for the temporary password.
  5. Create a new password, re-type the password, and click “continue.”
  6. Your password has been reset. Click “continue” to log in to your account.
  Public Computer Login
  1. If you are accessing the website from a public computer (or one you have not previously
  indicated is a private/trusted computer), you will be taken to a page to answer your security
  question.
  2. Verify that the image displayed above the security question is the one you chose during your
  security setup process.
  a. If the image is correct, answer your security question (note: if you answer your
  security question incorrectly three times, you will be presented with a different
  security question. If you answer the second question incorrectly, your account will be
  locked.)
  b. If the image displayed is incorrect or no image appears on the security question
  page, do NOT answer your security question. End the session by closing your
  

  Customer Answer

  Date: 01/26/2024

   
  
  Better Business Bureau:
  
  
  Their reply did not address my concern. I did not ask for a cease and desist. I asked them to fix their broken website. In the time between my request and their response, their website was fixed. 
  
  
  
  Sincerely,
  
  
  *** *****

• Initial Complaint

  Date:01/17/2024

  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.

  Despite repeated calls and emails Nelnet refuses to appropriately and fairly report that I refinanced my student loans with ****** resulting in a real physical injury of inability to purchase a home. They have had many months to update the three credit reporting agencies.

  

  Business Response

  Date: 01/25/2024

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

  

  Business Response

  Date: 02/01/2024

  Pertaining to ****** ******** federal student loan account, we
  reviewed their concerns and provide the attached response.We appreciate your feedback regarding our response to the Better Business Bureau case. We
  understand you still have concerns related to the data we furnish to the consumer reporting agencies
  (CRAs) and our January 25, 2024, response.
  We apologize for the frustration you have experienced regarding this issue. Due to the transfer, and
  at the direction of the U.S. Department of Education (ED), a suppression was placed on your
  account. As such, we have not furnished any data to the CRAs since May 31, 2023. Once we
  receive approval from ED to remove the suppression, we will report your loans as closed due to
  transfer and reflect a $0 balance to the CRAs.
  We hope you find this information helpful. 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 [email protected] or
  visit Nelnet.com. 

  Customer Answer

  Date: 02/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I hope this letter finds you well. I am writing to express my deep concern and frustration regarding the inaccurate reporting of my student loan transfer from the Department of Education/Nelnet to ****** for Public Service Loan Forgiveness (PSLF). This matter has resulted in significant harm to my financial standing, as it is preventing me from attaining a mortgage due to the duplicated reporting on all three credit bureaus.
  
  My student loan account, with the reference number [D036541552], was transferred to ****** in accordance with the PSLF program. However, despite this transfer, both the Department of Education and Nelnet have failed to update the reporting on my credit file, leading to the duplication of the outstanding amount of $68,505. This discrepancy has had a severe impact on my creditworthiness and is impeding my ability to secure a mortgage for the home that my great great grandfather built with his own hands.
  
  I have made multiple attempts to rectify this issue by contacting both the Department of Education and Nelnet, even ******,but regrettably, my concerns have not been addressed, and the inaccurate reporting persists. This situation is not only causing financial harm but also hindering my ability to pursue the benefits rightfully granted through the PSLF program.
  
  I kindly request an immediate and thorough investigation into this matter, along with the prompt correction of the inaccurate reporting on all three credit bureaus. Additionally, I seek assurance that measures will be taken to prevent such errors from occurring in the future, ensuring that borrowers are not unfairly burdened by the consequences of inaccurate credit reporting.
  
  I appreciate your prompt attention to this matter and expect a timely resolution to prevent further damage to my credit and financial well-being. Please provide confirmation of the actions taken to address this issue at your earliest convenience.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  ******** ******
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/17/2024

  Type:Billing 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 received a notice from Nelnet about discharge of my student loans on 11/7/2023. A total amount of discharges were $64,283.57. As of today, that amount has yet to reflect on their statement. They received this amount. Since it was received, the total amount of my loans before discharge is still accruing. It's been two months or so since the notice and the website said it has been received. They are collecting interest off the full total amount of the discharge. Are they stealing? I don't understand why the new balance has yet to be reflected. The interest should not be building up off the old amount but the new amount from the discharge. This is not right. I also called back in November. They stated a long the lines by the end of the month (November) that it would reflect, which it hasn't. Here we are in January. They need to correct the information, and undo the interest that has been accrued under the full old amount that was discharged. And provide any refund from the interested accrued if need be.

  

  Business Response

  Date: 01/24/2024

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

  Customer Answer

  Date: 01/24/2024

   
  
  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. As long as it is back dated and no interest is accrued off the original amount, I can accept this. If I have questions I’ll follow up. 
  
  
  
  Sincerely,
  
  
  
  ***** **** **