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:12/21/2023
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 have been attempting to reach NelNet since November 13 when they told me that our account had a payment that was late, however my daughter is in school so there should be no payment that is necessary. I reached out to inform them and submitted a claim and have yet to hear back. This has been an ongoing battle and will likely affect our credit scores even though the paperwork has been submitted to ensure that the payments are to be deferred. I wish we were given a choice as to who student loans are serviced through as this company seems to be an unorganized disaster.
Business Response
Date: 12/28/2023
Pertaining to ***** ******* federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:12/20/2023
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.
Nelnet refuses to allow customers to contact them in any way or form, which is absolutely necessary since they are refusing to process applications and are illegally sending out incorrect bills and account information. I have tried calling them at least 10 times regarding my account, each time the wait times listed are 2+ hrs, on three occasions that I have waited that long they immediately hangup. I have sent at least 15 emails to their support line and have never once received a response, On 12/14 I received an email sent only to my Nelnet inbox saying my IDR application is incomplete and therefore is on hold, because I am missing SPOUSE income information. I do not have a spouse. I have never had a spouse. I have never indicated on any form, via Nelnet, **************, or any IRS form that I have a spouse who would in any way shape or form provide payment that might affect the status of my IDR application. Nelnet is purposely throwing out and refusing to process IDR applications on completely ridiculous grounds such as imaginary spouse income and refuses to allow customers to contact them about this blatantly false information . I am seeking immediate contact from this business since they are refusing every other form of contact.Business Response
Date: 12/27/2023
Pertaining to ******* ******** federal student loan account, we
reviewed their concerns and provide the attached response.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 understand
you still have concerns regarding contacting us about your income-driven repayment (IDR)
application and our previous response.
As we understand it, you called on December 20, 2023, and asked for contact from a manager, but
we hung up on you. You state you’ve previously reached out via phone and email and experienced
long hold times and no response. You’re concerned because we asked you for fraudulent items such
as your spouse’s income information, but you don’t have a spouse. You’re asking us to contact you.
In our previous letter dated December 27, 2023, we explained and apologized that the email we sent
you requesting your spouse’s income information was sent in error. There was no fraud involved.
Our records reflect that you called on December 20, 2023, and we explained that we just needed
your paystub to process your IDR application. You requested to speak to a manager, and we
attempted to transfer you, but it appeared that you hung up while being transferred. We apologize if
you were disconnected during the transfer.
We received your paystub on December 26, 2023, and on December 29, 2023, we processed your
IDR application. You were approved for a monthly payment of $135.49 effective February 28, 2024.
However, no payment is due on February 28, 2024, because The U.S. Department of Education
(ED) notified us that you applied for borrower defense to repayment discharge. We placed your
account into an administrative forbearance while ED reviews your claim. Due to the forbearance,
your next payment due is scheduled for October 28, 2026. ED regulates, reviews, and approves or
denies borrower defense claims. You can check the status of your application by calling 855-279-
6207 or emailing [email protected].
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 ***********Customer Answer
Date: 01/09/2024
Complaint: ********
I am rejecting this response because: Never received any documents dated 12/27 regarding my account. Never received updates about my IDR. Never got called back by a manager. Attempted to call AGAIN on 1/5 and had wait times of over two hours. Never received ANY response to the 20 or so emails I sent directly to the "CONTACT US" email provided.
Sincerely,
******* ******Initial Complaint
Date:12/20/2023
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.
Nelnet stated that anyone who had applied for the SAVE repayment program would have their loans go into forbearance during the application process. I applied to the SAVE program the day applications opened. I pgot notification that my applications were in process as I have 5 active loans. I got notification that I was in forbearance. I then received notification via equifax, and transunion that Nelnet reported 2 loans as 90 days delinquent. This in turn dropped my credit score 145 points. I now have subprime credit and was not able to purchase the house I was in the process of closing on. I have called multiple times and emailed them about this issue with no response. I would like them to reach out to equifax and transunion and correct this discrepancy and also make sure that these companies restore my previous credit score.Business Response
Date: 12/29/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:12/19/2023
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 went to a cosmetologist school and the second check was cashed 30yrs ago identity theft I've reported to *** police sherif loan officer credit officer no concern just ignore it was investigated starting in 9/23 I've even called *** they're the ones garnishing taxes no response I'm heading back to Chicago where the root of the problem startedBusiness Response
Date: 12/27/2023
Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:12/18/2023
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.
To never contact me again and agree that I did not take a student loan
Business Response
Date: 12/21/2023
Pertaining to Ellen Vosberg's federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 12/22/2023
I cannot open the pdf fileInitial Complaint
Date:12/18/2023
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 am an American with a hidden physical disability, that impacts my vision and hearing, seeking reasonable accommodations in the proper venue.
I am an American with a hidden physical disability (benign false brain tumor) seeking remedy from stonewalling, gaslighting, fake participation and task avoidance in the proper venue.
Based on a preponderance of the evidence, I am an American with a hidden physical disability [impacting hearing/vision] seeking remedy (from the ramifications of) social, economic, and financial disadvantage - in the proper venue.
I am an American with a hidden physical disability seeking remedy from the undignified treatment; health care fraud of a person coping with a disability in the proper venue.
I have been a client of Department of Education Vocational Rehabilitation program. All contact must cease for debt collection. Repair credit as not default or delinquent.
I am working to understand why the disability discharge started in 2017 has not been completed although I have been requesting assistance on this matter for over five years.
Since moving to Florida I have been a target of felony two maltreatment causing personal injury. My health was stable when I left California under encouragement by ***** Saks to relocate to a state where I can afford rent on SSDI. My neurosurgeon and PCP; psychiatrist said to apply for graduate school.
Due to healthcare fraud I can’t get tumor management in Tallahassee. I am not seeking graduate school at this time. I can barely take the certificate courses I got a full scholarship for.
This is transparency and a full disclosure. I am a client of Florida vocational rehabilitation (*****). Voice mail confirmation of my status and intake paperwork sent to FBI. I should not be contacted about loans while I seek to get help finishing the outstanding total and permanent disability discharge. Please excuse any spelling of grammar mistakes.Business Response
Date: 12/22/2023
****** *******
**** **** ********* ******
**** ****
************ ** *****
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 a hidden disability for which you applied for
disability forgiveness in 2017. You are asking us for the status of your application and removal of the
loan.
Nelnet’s total and permanent disability (TPD) discharge servicer received your intent to apply for
total and permanent disability (TPD) discharge on April 17, 2017. On May 2, 2017, during a
telephone call with our TPD discharge servicer, we indicated you were not eligible at that time.
ED offers loan forgiveness opportunities for federal student loans. Examples of forgiveness
programs available are: Public Service Loan Forgiveness, TPD discharge, Teacher Loan
Forgiveness, and borrower defense to repayment. Loan discharge and forgiveness program
information is available at ED’s website, ****************************************************.
Additionally, you may contact us to review eligibility requirements.
Within the inquiry, you mention having a disability. You can let Nelnet, the TPD servicer, know that
you want to apply by phone or email. When you let us know that you want to apply for a TPD
discharge, we will take the following actions:
• First, we will provide you with the information you need to apply for a TPD discharge.
• Second, we will review our records and identify your federal student loans and/or TEACH
Grant service obligation that may qualify for a TPD discharge.
• Finally, we will contact your loan holders and instruct them to suspend collection activity on
your loans for a period of up to 120 days. This means that during the 120-day period you will
not be required to make payments on your loans.
The suspension of collection activity will give you time to complete the loan discharge application
and return it to us for processing. If we do not receive your application within the 120-day period, we
will resume collection activity on your loans, and you will again be required to make 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 ********************************** or
visit **********.
Sincerely,
*** **
Nelnet Loan ServicingInitial Complaint
Date:12/18/2023
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 have a new loan from nelnet I do not remember EVER agreeing to signing to- I want more information before I pay it. I have called 10+ times (I have screenshots of being on call with them, ON HOLD ONLY for over 5+ HOURS) They are tanking my credit score for not paying, but I will not pay until I talk to someone and ask what this is for. This is devastating me!!!!!!! And I can’t get ahold of anyone!!!!!!!!!!!!!!!!!Business Response
Date: 12/26/2023
Pertaining to ****** ********
federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:12/18/2023
Type: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.
My problem is Nelnet has not put me on an income-driven repayment plan.
I applied for an income-driven repayment plan on August 15, 2023 through ************** which approved my plan. Nelnet asked for more information to determine my eligibility on August 18 and asked proof about my taxable income on October 17. I am self-employed and sent documentation about my income multiple times to Nelnet through Nelnet's website. Nelnet is my current loan servicer after ********** transferred my loans to Nelnet in 2022. Nelnet put me under an Extended Standard Repayment plan (instead of an income-driven repayment plan) with $905.13 payment due per month starting in November 2023. I paid in November to avoid a missed payment but I cannot afford these payments at this price long-term.
According to **************, my income-driven repayment plan application was processed on August 16 by Nelnet and the application seemed to be last reviewed on October 17 by Nelnet.
I would like Nelnet to put me on an income-driven repayment plan.Business Response
Date: 12/26/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.December 26, 2023
******* ** ******
**** **** ****** ******
********* ***
******** ** *****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 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, you are requesting assistance in the Income-Driven Repayment (IDR) Plan
application process. You assert you applied for an IDR plan in August 2023 and your account was
processed into an extended standard repayment plan.
On December 21, 2023, we processed your IDR application. You were approved for a $0.00
payment on the Pay As You Earn (PAYE) plan for 12 payments beginning on January 25, 2024.
Your next payment is due on January 25, 2025. Because we must calculate your payment annually,
you must recertify your income and family size timely every year. We will notify you when it is time to
recertify your PAYE plan.
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.
Sincerely,
****** **
Nelnet Loan ServicingCustomer Answer
Date: 12/26/2023
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:12/18/2023
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 am submitting a claim against my student loan servicer, Nelnet.
I requested my loans be placed on an income-driven repayment plan in July and then again on September 19th. I requested my grace period end in this documentation.
Nelnet did not end my grace period and three loan groups are still not on the income-driven repayment plan I requested. Nelnet has placed my account on an administrative deferment because they "continue to receive an extremely high volume of income-driven repayment (IDR) plan applications."
Administrative deferment means I am still being charged interest. I have $280,000 in medical school loans, which means I have already accumulated thousands of interest due to Nelnet's delays.
I did everything right, but I'm being financially punished for Nelnet's inadequacies. It's unacceptable. I've submitted multiple complaints to them and to FAFSA... to no avail. Please help. All I want is for all of my loans to be on the SAVE plan.Business Response
Date: 12/22/2023
December 22, 2023
****** ***********
**** ******** ******
***
*** ****** ** *****
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 applied for the Saving on a Valuable Education (SAVE) Plan in July and
again In September. You are concerned because it is still being processed. We place you in an
administrative forbearance and interest continues to accrue. You are asking us to process your
SAVE application.
Your July application was processed under the Pay As You Earn (PAYE) Plan. To switch to the
SAVE Plan, we first had to remove the PAYE Plan from your account. which required an extra step
in processing.
On October 4, 2023, we processed the SAVE Plan on all loans except the newer loans which were
still in their grace period. You are not able to request that your grace period end sooner than the
scheduled date, and we were not able to place your newer loans into any repayment plan until your
grace period ended. We apologize for the frustration you have experienced regarding the processing
of your request.
On December 19, 2023, we reviewed your account with our processing team, and verified your
account is in a workflow queue awaiting processing. When we process your application, the SAVE
Plan will be applied to all loans, as your grace period has ended.
We will notify you when all processing is complete.
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 ServicingInitial Complaint
Date:12/18/2023
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.
THIS COMPANY, NELNET ARE THE WORST KIND OF LOAN AGENCIES ONE MAY ENCOUNTER. THEY'RE RUDE, THEY VIOLATE YOUR RIGHTS, AND THEY REFUSE TO UPDATE YOUR ACCOUNT WITH THE THREE CREDIT BUREAUS.
TransUnion INFORMED ME THAT MY ACCOUNT WAS SHOWING NEGATIVE. I CALLED NELNET AND I WAS ON THE PHONE WITH A REPRESENTATIVE FOR OVER 45 MINUTES. SHE WAS TRYING TO GET THE SUPERVISOR AND HE OR SHE REFUSED TO COME TO THE PHONE. ALL OF A SUDDEN, THE PHONE CALL ENDED. I SENT NELNET AN EMAIL AND THEY NEVER RESPONDED. THEY ARE TERRIBLE PEOPLE WHO NEED TO BE CLOSED DOWN FROM DEALING WITH THE PUBLIC. HORRIBLE PEOPLE. THEY ARE WHY ARE ECONOMY IS SO UPSIDE DOWN WITH CRAZINESS.Business Response
Date: 12/26/2023
Pertaining to ****** ****** federal student loan account, we reviewed their concerns and provide the
attached response.
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.