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

1,152 total complaints in the last 3 years.
285 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:01/08/2024
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 have received several emails from this company stating that I need to recertify my income driven repayment plan. I have done so on their website several times now. However, I keep getting emails from them saying that I need to recertify or my income driven repayment plan will be canceled. I have already recertified my income driven repayment plan. When I try to reach this company by phone, the wait is well over an hour. I have sent several emails requesting clarification as I am on disability and cannot afford student loans. I have received no response to my email. Please have this company contact me as I cannot reach them.
Business Response
Date: 01/16/2024
Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the attached response.
January 16, 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
lenders, the **** ********** ** ********* **** and *** **** *** **** *****, 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 have received several emails from us stating that you
need to recertify your ************* ********* ***** plan. You state you have recertified your ***
plan several times now on our website. You have tried to reach us via phone and email but have
experienced long hold times and haven’t received an email response. You’re asking us to contact
you about your *** plan.

We're currently experiencing unprecedented call volumes, which is leading to long hold times. We
apologize for the inconvenience. Our records indicate that we responded to your email on January 9,
2024.

We received your most recent IDR application on December 18, 2023. For your **********
account, we processed this application on December 20, 2023. You were approved for a $0
payment on the Saving on a ******** ********* ****** **** beginning February 7, 2024. For your
********** account, you qualified for a $0 payment on the ************ ********* ***** plan
beginning March 18, 2024.

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

Sincerely,
***** **
Nelnet Loan Servicing
Initial Complaint
Date:01/08/2024
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 restarted my student loan payments - when it was time to restart them. I have tried calling NELNET numerous time, though, because my university had me register for an exempt status because I am working for a governmental agency and an eligible. I can't get ANYONE to answer. I have sent numerous email requests and have stayed on hold for as long as 2 hours - trying to speak with a person. I faxed forms to them and still haven't heard from anyone. I've been attempting to get in touch with them for 3 months - to no avail. I've continued to make payments though. I need them to contact me and put my exemption into place.
Business Response
Date: 01/16/2024
Pertaining to ****** *************** federal student loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 01/16/2024

Complaint: ********

I am rejecting this response because: I still have not spoken to anyone who can walk me through this process. I have all the paperwork. I need a person/representative who can tell me exactly what to submit and where to submit it. I need their direction. I have also been paying more than 10 years which should absolve me of this debt. I need someone to tell me (while we are on the phone) where to send the paperwork and how long it could take to be resolved. Thank you

Sincerely,

****** *************
Business Response
Date: 01/26/2024
Pertaining to ****** *************** federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:01/05/2024
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.
The first "welcome" email I received from Nelnet in 2023 was a notice stating that my account was in bankruptcy. Then I received a "correction" notice.

I had never heard of Nelnet and assumed this was a scam and ignored them.

My student loan servicer, ***** *****, has transferred my loans to Nelnet. However, I noticed most of my information is incorrwct or out of date.

I submitted an email to Nelnet's Written Requests Department (*************************) asking for documentation relating to my loan payment history, loan transfer documents, and their copy of my promissary note.

I included my account number, full name, date of birth, address and email in my initial request.

A Nelnet rep replied days later asking that I provide my name, date of birth, and FULL SSN and a photo ID via email because they could not locate my account.

My promissary note was written to ***** ******** they definitely should have record of my name.

Email is not a secured way to transmit this information and it feels irrespsonsible to do so. Especially when, from my point of view, the company on the receiving end has mishandled my information from the start.

I would like Nelnet to provide me with the documentation I requested, either via mail, their website, or ftp to confirm that the loan information they have for my is current, accurate, and legitimate.
Business Response
Date: 01/12/2024
Pertaining to ***** ********* federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:01/05/2024
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.
The school I went to said I didn't I don't owe them but now I'm getting bills like the one I'm going to be uploading I've been getting lately
Business Response
Date: 01/12/2024
Pertaining to ****** ****** federal student loan account, we reviewed their concerns and provided the attached response.
Initial Complaint
Date:01/05/2024
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’ve been making payments to Nelnet for the past several months via their website. I have a monthly recurring auto payment that is taken out of my checking account every month. I also have been making an additional Payment every 2 weeks to my student loan as well. I made an additional $2,400.00 payment on 12/15/23 that was deducted from my checking account on 12/18/23 via the ACH system, as I’ve always done in the past, via Nelnets website. But for some reason this payment was not applied to my account. I’m afraid of making any extra payments in the future for this reason. I’ve tried to call Nelnet customer service several times only to get disconnected after being on hold for over an hour. I’ve sent several emails with no responses. My bank verified the $2,400 was sent to Nelnet just like the past several times. I’m not sure what happened this time. Either apply these funds immediately or refund the entire amount. This is causing me a lot of undue stress. Thank you
Business Response
Date: 01/11/2024
Pertaining to **** ********* federal student loan account, we
reviewed their concerns and provide the attached response.
Initial Complaint
Date:01/04/2024
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.
My student loans were transferred from ***** ***** *ast year. I tried repeatedly to contact Nelnet to find out when my loan repayment would restart. It was impossible to get through to talk to anyone, and for months, I would check online and it said my loan payments would start again in May of 2024. On Jan. 2 I received a letter from Nelnet telling me they would be deducting my autopay on Jan. 6th! No phone call, no email, no text, nothing! I didn't set the date for repayment to begin - they did! I want my payments to start in May like THEY SAID THEY WOULD! A few days notice is not reasonable!
Business Response
Date: 01/11/2024
Pertaining to ********* ********** federal student loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 01/19/2024

Complaint: ********

I am rejecting this response because: I never received a letter saying my payments would start in Jan. Nelnet is obviously incapable of handling student loans in a professional, responsible manner. There is a complete lack of communication and customer support on their part. All they do is refer you to their website, which is unreliable. I changed my autopay information last year, and when they notified me of my payment being due in Jan., it showed my old banking information.Also, I received a BILL in the mail on Jan. 12, 2024, for the amount that was ALREADY DEDUCTED on Jan. 6, and finally, I received an acknowledgement of the change in my banking information on the same day!
Dealing with this business is an absolute nightmare.

Sincerely,

********* ********
Business Response
Date: 01/26/2024
Pertaining to ********* ********** federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 02/02/2024

Complaint: ********

I am rejecting this response because: I never received ANYTHING in Dec. from Nelnet, I received a statement in the mail on Jan. 2, 2024, saying my first payment was due on Jan. 6! I never received an email notifying me of the change of date at all, even though I signed up for estatements in Aug. 2023, see attached email. I also received another statement in the mail on Jan.12, saying my payment was due on Jan. 6, 2024 - see attached. When I spoke to an agent, finally, I was told I had opted out of emails, which is not true. When I changed my autodebit information in 2023, it showed up in my personal information, but not on the home page where it said when my first payment was due. Nelnet is obviously having difficulty with their website, and for months, it was impossible to actually talk to a real person to find out what was going on. Very unprofessional, I am afraid of having them responsible for my student loan payments in the future.

Sincerely,

********* ********
Initial Complaint
Date:01/03/2024
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.
My Federal Student Loans dispersed in February 2023 and my loan servicer was posted at that same time on my ************** account. I reached out to my loan servicer "Nelnet" requesting my loan info several times in February, March, April, May 2023 and so on... Nelnet had no info on me nor my loans. Nelnet told me to call Student Aid which I did several times and Student Aid referred me back to my loan servicer "Nelnet". I was told by Nelnet many times that I should receive a "Welcome Letter" soon. The whole 2023 year went by and then on 12/26/23 I received my "Welcome Letter" with access to my Nelnet account. Once I logged in I found my two Federal loans, one had been accruing interest!! $.14 cents a day for the past 4 months, I believe. I sat on the phone for 40+ minutes trying to get ahold of Nelnet. Finally, once I was able to speak with someone from Nelnet ******* told me the interest of $16.25 was my responsibility. I tried fighting it and wasn't getting anywhere with Renee. She told me I could wait on hold AGAIN for another 40+ minutes to file a complaint. I told her I wanted to pay off the loan that was accruing interest immediately. Which I did. Several days later I see the loan I paid off was still pending and additional interest had accrued! I get on the phone with Nelnet AGAIN, 2 HOURS & 19 MINUTES LATER to have the additional interest removed. A week later, as of today, I just paid off the second of loan. I want to be DONE WITH NELNET! They have caused me stress and hardship during a time that was about me and my accomplishment. I'm filing this complaint against Nelnet plus I want my $16.25 interest refunded due to NOT having ACCESS to my loan (that was accruing interest) until I received my "Welcome Letter" on 12/26/23. I'm also requesting a refund of $39 the processing fee for an early payoff. A total refund of $55.25. Please advise immediately!
Business Response
Date: 01/09/2024
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 U.S. Department of Education (ED), we service your federal student loan. We take your
concerns seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is you reached out to us to request information about your
federal student loans after they were disbursed in February 2023, but we told you we didn’t have
your loans in our system. On December 26, 2023, you received your Welcome Letter and logged
into your account. You realized that one of your loans had been accruing interest, so you paid it off
immediately. You state you just paid off your second loan. When you contacted us by phone you
experienced long hold times. You’re asking us to refund you the accrued interest that you paid on
your unsubsidized loan plus the $39 processing fee.
We're currently experiencing unprecedented call volumes, which is leading to long hold times. We
apologize for the inconvenience.
Based on your request and the information you provided, we carefully reviewed your account and
backdated your payment that you made December 29, 2023, in the amount of $1,016.25, to be
effective August 31, 2023. This was the last day of the 0% interest granted under the Coronavirus
Aid, Relief, and Economic Security (CARES) Act. Once your other payment posts to your account,
we will review your account and send you a refund of the accrued interest on your unsubsidized loan
in group AA.
The origination fee of $10.00 on loan 1 group AA, and $29.00 on loan 2 group AB, were fees
charged when the loans were first originated by the school. These fees are not early payoff fees.
You are responsible for paying the origination fees for your loans.
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 ********************************** or
visit ***********
Sincerely,
***** **
Nelnet Loan Servicing
Business Response
Date: 01/18/2024
Pertaining to ***** ********* federal student loan account, we reviewed their concerns and provided the attached response.
We appreciate your Better Business Bureau rebuttal case. We understand you still have concerns
related to repaying your origination fee when you pay your loan in full and our previous response.
Based upon your recent correspondence received on January 9, 2024, no additional information was
provided. Our determination dated January 9, 2024, will stand. An origination fee is nonnegotiable. It
is a percentage of your loan amount charged by the lender for the processing of your loan.
Your loans were disbursed on February 2, 2023. If you make a payment within 120 days of the date
your school disbursed your loan funds (the disbursement date), your payment is first applied to the
original principal balance of that disbursement which, in turn, reduces the amount of your loan.
There is also a prorated reduction of the origination fee based on your payment amount.
We received payments on August 31, 2023, and January 3, 2024. Both payments were received
after the loans had been disbursed for over 120 days.
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 ********** or email
**********************************
Customer Answer
Date: 01/21/2024

Complaint: ********

I am rejecting this response because:

Nelnet says my loans were disbursed in February 2023.
I tried calling Nelnet many many times looking for my loans, so I could pay them off within the 120 days. Nelnet said I had to wait for my “Welcome Letter” before I could access my loans.
AGAIN, meanwhile I had NO access to these loans until 12/26/23, when I finally received my “Welcome Letter”. AGAIN, These loans couldn’t be found through Nelnet or ************** when I called in Jan, Feb, Mar, April & so on.
Nelnet says, “We received payments on August 31, 2023, and January 3, 2024. Both payments were received after the loans had been disbursed for over 120 days.”
AGAIN, when I finally received my “Welcome Letter” on 12/26/23, I submitted two payments ASAP to pay off my loans. Like I had planned on doing back in Jan, Feb, Mar, April, when I was calling looking for my loans.
It’s not fear that I have to suffer for Nelnet and/or **************’s non-communication and mistakes.
Year 2023 was my year to celebrate my college graduation and walk away knowing all my loans were paid in full, I was debt-free. Unfortunately, Nelnet and ************** ruined this experience for me. I’m being held accountable for something that I had no control over.
All I am asking, is for a refund of $39. I feel it’s the least that Nelnet can do to make this, right.
Sincerely,
***** *******
Initial Complaint
Date:01/03/2024
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 complain

I applied for the SAVE plan in July 2023 to prepare for repayments restarting in October 2023

I received a letter from Nelnet on August 12th that my IDR application for SAVE was approved and payments would begin 9/28/23 with a payment of $578.99

When I logged into my Nelnet portal that week my minimum payment was over $1000.

I called Nelnet and they told me that they did not receive an application for SAVE even though I got a confirmation letter from them in August 2023. They recommended that I place my loan in forbearance while I apply to SAVE.

I received a second confirmation letter from Nelnet that my IDR application was accepted 11/15/23 but my loans are still in forebearance.

Since November 15th I call Nelnet two or three times a week, wait on hold for hours, only to have my call dropped before speaking to a customer service rep.

This is unacceptable because I should not be accruing interest under the federal government's SAVE plan. But due to Nelnet being unable to make timely changes I have had months of interest accrue on my loans.

Nelnet needs to forgive/cancel the interest that has accrued on my loans in 2023 and must end forbearance so I can begin repayments.
Business Response
Date: 01/12/2024
Pertaining to **** ********* federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:01/03/2024
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 this debt with ***** ***** *********** **** ********, Inc.
I do not have a contract with Great Lakes Educational Loan Services, Inc.
They did not provide me with the original contract as I requested.
Business Response
Date: 01/11/2024
Pertaining to ***** ******* federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:01/03/2024
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 contact this business for 3 months. I have sent emails with no response, I have sat on hold, and I AM DISGUSTED....... I just need a loan taken out of deferment so my place of employment can pay it... I am trying to pay the bill and this is the issues. POOOOOR management. I have asked for a call back numerous times... This is the last time I am attempting to reach them and then I WILLLLLLL NOT pay a thing EVER
Business Response
Date: 01/12/2024
Pertaining to ****** ************ federal student loan account, we reviewed their concerns and provided the attached response.
Customer Answer
Date: 01/15/2024

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. Also I want to note, the company did NOT contact me, I called AGAIN.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Nelnet - National Educational Loan Network is BBB Accredited.