Business Profile
Student Loan Services
Nelnet - National Educational Loan NetworkHeadquarters
Complaints
This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,152 total complaints in the last 3 years.
- 285 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have student loans serviced through Nelnet. I have been trying to reach Nelnet to discuss certain issues with my student loans and to get questions answered. My emails to Nelnet are not returned, and I’ve tried on three different occasions to contact Nelnet by phone and have remained on hold for over 90-minutes on each occasion (even when the estimated wait time had been quoted to be 60-minutes). I have not received a return call or email and have been unable to speak with any Nelnet representative re: my questions.
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: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.
This business is claiming my dad owes them money for my student loans that we never heard of until now. They are saying we are delinquent on several loans that we just found out about. They will not answer their phone. I have sat on hold for hours trying to get a hold of a human being to talk to. I am currently trying to get FASFA to assist me but they are no help either.Business Response
Date: 01/15/2024
Pertaining to **** ********* federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
debts were paid off in full.Business Response
Date: 01/11/2024
Pertaining to ******** ******* federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nelnet has taken over my Student Loan Debt. I received an email from them giving me my monthly Loan amount. However, I did not receive info as to the amount of my loan repayment. I attempted to contact them by phone, email, as well as their "chat with representative." I did the latter, I asked for the above info, hit send and no one answered my text! By phone there is a menu..chat with representative...I waited and waited..nothing.
Fast forward....I finally receive the repayment info. The statement gives me the monthly amount. I pay it,
OK, the money is transferred. Now two days ago, I receive an email, tells me that I haven't paid the first two months. They want to charge me twice!They go ahead and file a late payment to my credit standing!
I have attempted to call, email, etc.Kept on line to no avail.
Their webpage is horrible, there is no customer service.
Only in America....thumbs down.Business Response
Date: 01/05/2024
Pertaining to ****** ******* federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When student loan payments resumed in October, I updated my banking details in my nelnet account. I deleted an old chase checking account that I had previously used to repay my student loans. I had it originally set up so nelnet would autodraft from this old chase account. I updated my nelnet account by deleting the details of my old chase account, and saving the banking details of a new USAA checking account. You can see in my screenshots that this new USAA account is the only bank saved in my Nelnet account, and that I'm set up to autodraft from this account. However, when student loan payments resumed, Nelnet continued to autodraft from this old chase account. It resulted in overdraft fees that I was responsible for. I have contacted nelnet three times about this and they have not responded to me. Every month I check my Nelnet account to see if they've updated or corrected this mistake, and they have not. I've reached out my phone, Nelnet's website form, and their customer service email account. No response.Business Response
Date: 01/09/2024
Pertaining to ***** ******* federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or about June-August of 2023, Nelnet send me a correspondence letter that my loans will be in forbearance until 2025 and will remain on zero interest due to the Department of Education ongoing litigations. However; this has not happened. Due to the fact i have been receiving billing statements stating the balance is past due. When Nelnet send me a letter stating i do not have to pay anything until 2025. I since been harassed by Nelnet with their billing statements. I have attempted to call this company, but after being on hold for more than 2 hours and did not for a second speak to a live agent; i ended the call. It is sad and frustrating that this company has gone downhill with their staff and all of our fellow students have to pay the price due to the fact they do not answer the lines.Business Response
Date: 01/10/2024
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the attached responseThank 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 were advised your loans would be in forbearance with
no interest through 2025 due to the borrower defense to repayment discharge application you
submitted. You have now begun receiving billing statements and past due notices. You are asking for
a billing adjustment to your account.
We are currently experiencing unprecedented call volume, causing higher than normal wait times. We
apologize for any frustration this issue may have caused. Based on your concern and our review of
your account, we verified that we sent you a notice on August 30, 2021, advising you a forbearance
would be placed on your account through January 31, 2025. The notice also informed you that this
status could change if additional information was received from ED. You were advised that interest
accrues on the principal balance and you may make payments towards that if you choose. We have
enclosed this notice for your review.
On October 23, 2023, you were sent notice that you received a partial discharge of your loans through
the borrower defense to repayment discharge. Because that closed your case for the discharge, you
were notified the forbearance ended on October 21, 2023, and your first payment was due on your
remaining balance on November 4, 2023. We have enclosed this notice for your review also.
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 Nelnet.com or email
***********************************Customer Answer
Date: 01/10/2024
Complaint: ********
I am rejecting this response because: i need to speak to someone on the phone, as i do not want to wait hours and hours on hold. I primely prefer have someone call me form Nelnet. I also want to see if we can grant January 31, 2025 deadline due to economic conditions.
Sincerely,
******* ******Business Response
Date: 01/19/2024
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m not liable for this debt with ***** ***** I don’t have a contract or sign any paper with Nelnet . They did not provide me with the original contract I requested .Business Response
Date: 01/10/2024
Pertaining to ****** ********* federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nelnet took over my student loans from Great Lakes. Since repayment began, I’ve been enrolled in autopayments (once a month). They’ve charged me twice each month, one the autopay amount, and the other a seemingly random amount, one day apart. I have not authorized double auto payment, and the payment setting indicates just one payment so I have no idea how they’re getting away with that. It’s now happened in November and December 2023.Business Response
Date: 01/09/2024
Pertaining to ***** ****** federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nelnet took over student loan payments from ***** **** in April this year. Since then, my loan repayments have been misappropriated. I have 4 children with Parent Plus loans and as we make 4 monthly repayments, Nelnet is applying the repayments to the wrong child. I've called several times, no one calls me back. I've emailed several times, no response. Finally last week I got someone on the phone who told me there was no way to automatically set up repayments to individual loan groups but it is possible to do it manually each month. She also agreed to correct the repayments paid since April. I have not seen or heard from them since. We are getting late notices although repayments have been made. Please help.Business Response
Date: 01/10/2024
Pertaining to ******* ******* federal student loan account, we reviewed their concerns and provided the
attached response.Initial Complaint
Date:12/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted an application to consolidate my student loans under the save plan. I had excluded a few small low interest loans because it didn't make sense to consolidate them into a higher interest loan. I then received a call on August 22nd from Nelnet customer service telling me I could not exclude those loans because they were previously consolidated and choosing to do so would mean I would have to exclude the other loans as well, so I paid off the $108 loan and submitted the form to add the remaining loan to the consolidation on 8/22/23 at 5:23 pm. I also sent emails Sept 27th and December 6th, in addition to sending them through the Neltnet website. Since then I have received numerous emails regarding my consolidation still excluding the additional loan. Each time I have reached out to customer service with zero response until December 6th, where I received a message stating it appears I have already spoken with customer service and to reply if my issue has not been been resolved, indicating that Neltnet saw my messages and chose to do nothing. Again, my account does not show that all loans have been included in the consolidation and I responded to the email stating so. I've also received multiple emails stating my account has been placed in administrative forbearance, the last one I received was 12/08/23. Today, 12/28/23 I received an email stating my payments, which were only supposed to be $19/month under the consolidation, will start being automatically withdrawn on 1/18/24 at $460/month.. I CANNOT afford that and signed up for the saves plan to protect me from this! Please fix my account!!!!!Business Response
Date: 01/05/2024
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. We take your
concerns seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is, you submitted a form to add your remaining loans to your
Direct Consolidation Loan but they haven’t been added. You sent multiple emails regarding this
issue but the only response you received stated you had already spoken with customer service
regarding this issue. Also, you received emails stating your account was placed in administrative
forbearance and your payments will be $460 a month but your payments were supposed to be $19 a
month under the Saving on a Valuable Education (SAVE) Plan. You’re asking us to consolidate
every loan on your account, place you on the SAVE Plan, and reinstate your interest rate reduction
once you reapply for auto debit.
We apologize for the experience you described with us. We highly value customer feedback and will
take your input into consideration as part of our continuous effort to enhance our processes, so that
we may serve you better.
On behalf of the U.S. Department of Education (ED), we service your federal student loans. This
includes your Direct Consolidation Loan that originated through the Federal Direct Consolidation
Loan Program on September 26, 2023, and paid in full 11 Direct Stafford Loans disbursed between
2010 and 2019. In addition to your Direct Consolidation Loan, we service four Special Direct
Consolidation Loans that originated through the Special Direct Consolidation Loan Program in May
2012. These loans were originally made through the Federal Family Education Loan (FFEL)
Program but transferred to the Direct Loan Program upon completion of your Special Direct
Consolidation. On August 23, 2023, you paid in full one of your Special Direct Consolidation Loans
with your payment of $103.47.
The Special Direct Consolidation Loan Program was a short-term consolidation opportunity offered
through ED from January 2012 through June 2012. It provided benefits such as placing all your
loans with one servicer and a .25% interest rate reduction on the loans that were included. The
Special Direct Consolidation Loan Program did not consolidate your loans into one larger loan.
Instead, it initiated a transfer of individual loans to be handled by one loan servicer. Please note,
these loans cannot be separated. As a result, if you request to include these loans as part of a Direct
Consolidation Loan, you must include all of them, with the exception of the one that was paid in full.
On August 23, 2023, and September 21, 2023, we received your requests to add your additional
loans to your Direct Consolidation Loan. However, we were unable to process your request because
you didn’t include all of your Special Direct Consolidation Loans that have an active balance. TheBusiness Response
Date: 01/22/2024
Pertaining to ***** ********
federal student loan account, we reviewed their concerns and provide the
attached response.We appreciate your BBB Rebuttal case. We understand you still have concerns related to your
consolidation application and our previous response.
Your Federal Direct Consolidation originated on September 26, 2023. Because your initial
application for consolidation had only one of your Special Direct Consolidation Loans included
and specified that you wanted the remaining Special Direct Consolidation Loans excluded from
the consolidation, your Direct Consolidation was completed without any of the Special Direct
Consolidation Loans. We explained the reasoning for this in our enclosed response dated
January 5, 2024.
Because the Direct Consolidation is complete the only way for us to add your Special Direct
Consolidation loans to your Direct Consolidation is for us to receive a request to add-on all
these loans. We understand that your initial application included one of these loans however,
we are unable to use that as the request because it was ineligible at the time of the
consolidation. In order for us to include your Special Direct Consolidation Loan please complete
the 180-day Add-on form we have enclosed. We need to receive this completed form before
March 22, 2024, to ensure we are able to process it.
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 [email protected] or
visit ***********Customer Answer
Date: 01/23/2024
Complaint: ********
What exactly was missing from my last submission? I included the form you requested with all of the loans that have been excluded despite my previous requests to have them added. I can see the form attached to my previous response. If it is not filled out correctly, please explain what needs to be done.
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.