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
- 1,153 total complaints in the last 3 years.
- 286 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:12/18/2023
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 applied for income driven repayment through Nelnet months ago for my student loans. My application is currently still “processing,” but it is accumulating interest at an extremely high rate and I cannot keep up with paying it while my application processes. My interest accrued so far is $1738 and increasing every day. I need help because I cannot afford to pay this. However, I have tried calling and emailing Nelnet multiple times, and I can never get ahold of anyone. No one responds to my emails and when I call, I have always been on hold for over an hour and then it just abruptly hangs up on me, with no option to leave a voicemail. I really need help and feel very stressed about this financially. I feel as though the application is taking so long to “process” so they can keep charging me interest. Please help me! This is so incredibly stressful.
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:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a student loan that Great lakes gave to Nelnet. When this happened great lakes didn't bother to inform me. I found out because my payment was not being taken out of my acct.
Enter Nelnet
The first month they wouldn't accept payment because accts weren't set up yet.
2nd month: i had to go online to fill out app.
30 days to make sure everything is correct
3month: i forgot something on the app another 30 day wait
4th month:they had wrong date for auto pay. Can't make paynent. Take 30 days to correct.All of this was during the time when student loans had no credit. Finally, automated paynent started for me in NOV.2023. It was suppose to be taken out on the 4th. Its taken out on the 7th. Getting scared, i now make another payment for $50.69.
Both show up as pd.
Dec. 4th: no payment taken out. i call to find out why around the 15th. Called 3 times@ 2+ hrs each waiting for someone to talk to. Everytime i was down to #1, i was hung up on. In the mean time the app shows that my interest is going up daily, because of NO PAYMENT. This company is ruining my credit, accueing interest, and NOT TAKING MY PAYM!ENT. I took the payment off automated payment, and tried to make a payment and was stopped.it said something about technical issues. All i want is to make my payments...on time and this company won't let me!
Please help. I can't be the only person that this Co. is doing this to. I believe they are doing it to collect more interest off each persons loans.
I have spent endless hrs. Trying to get intouch with someone by phone. I sent 2 emails, and received no reply. Please help.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.
Student loan repayments started up again after the COVID forbearance. While the loan was in forbearance, I did make payments on it. I have been making payments regularly and am not behind on payments. I enrolled in autopay so I did not have to worry about remember it.
Since I enrolled in autopay, Nelnet has taken random amounts out of my bank account that I did not authorize. Nelnet has taken money out of my account at different times during the month. These are not small amounts $200-$500. When I log into my account, these monthly charges do not appear under the manage my auto pay.
I have tried email contact to the company twice, each month that unauthorized charges have happened. I tried calling, and was on hold for 3 hours before I had to go start work with no answer. I have had no contact back from the business to try and figure out why I am getting charged different amounts, why I cannot manage these payments, and why this money has been taken without authorization.Business Response
Date: 12/20/2023
Pertaining to ******* ****** federal student loan account, we reviewed their concerns and provide the
attached response.December 20, 2023
******* ****
***** ***** ***** ****
****** ***** ** *****
Account: E*********
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 **** ********** ** ********* ****, we service your federal student loans. We take your
concerns seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is the payments you made while in the auto debit status are
different amounts and we pulled them on different due dates. In Addition, you are unable to reach
us. You are asking us to contact you regarding the different payment amounts.
On December 19, 2023, one of our agents contacted you by phone and submitted a request to
change your payment due date to the 2nd of each month. The agent also discussed how to modify or
remove auto debit to take advantage of the paid ahead status.
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: 12/21/2023
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 have been trying to pay my student loan off for months ever since this company took over out student loans, I have sat on the phone for hours without getting ahold of anyone as there website wasn’t allowing me to make payment. I took photos showing such and once I finally got ahold of someone and explained this, they stated it not there problem and this is the price of your student loan payoff of 501.19. I said fine I want to pay it off so I don’t ever have to deal with this company again. Well today they are trying to charge me 7.85 saying I owe more money now, even though I spoke with them on the phone on the 12th and paid off the loan. I have been trying to email and talk with someone and have had zero luck getting a response. This is fraud and nobody should ever have to worry about getting messed around with when it comes to paying student loans. I want my interest paid back to me and 41.23 an hr sitting on the phone that’s taking always from my work trying to deal with this, which is 494.76. If I don’t get this I will for sure be taking this to court.Business Response
Date: 01/02/2024
Pertaining to ******** ******** federal student loan account, we reviewed their concerns and provide the attached response.
January 2, 2024
******** ******
**** ***** ******
***** ***** ** *****
Account: **********
Dear ********,
Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
(Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
lender, the U.S. Department of Education (ED), we service your federal student loans.
Your concern, as we understand it, is you contacted Nelnet and paid your loan in full while talking to a
representative on the phone. When logging in to your account, there is still a balance of $7.85. You are asking us to remove the remaining balance.We apologize for any frustration this issue may have caused. Based on your concern and our review of
your account, we verified the amount provided to you for pay off was on principal only. However, we
have removed the remaining balance and your account is paid in full.
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
**********************************.
**********
***** **
Nelnet Loan ServicingInitial Complaint
Date:12/15/2023
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 was approved to have my student loans dismissed due to the borrowers defense a year ago. Nelnet reported to my credit that my accounts were closed but they also reported to my credit that I am more than 90 days past due. I have never been past due on my student loans and have always been current. When I called to question Nlenet I was told even though I have never been late on a payment there is nothing they can do. I need to contact a financial advisor. My credit score dropped 60 points because of this. I need my credit updated back to current.Business Response
Date: 12/21/2023
Pertaining to ******* ******** federal student loan account, we
reviewed their concerns and provide the attached response.December 21, 2023
******* ******
**** ******* ***** *****
******** ** **********
Account: **********
Dear *******,
Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
(Nelnet). The Consumer Financial Protection Bureau forwarded your inquiry to us for a response.
We take your concerns seriously and appreciate the opportunity to respond. On behalf of your
lender, *** **** *** **** ******, we service your federal student loans.
Your concern, as we understand it, is that student loans were dismissed due to borrower defense
and we reported to your credit that your accounts were closed out. However, we also reported your
loans were more than 90 days past due. You are asking us to correct your credit report.
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.
Due to the continued delinquency occurring on your loans, the data we furnished for November 2018
reflected your past due status. On December 8, 2018, your account was no longer past due because
you contacted us and were approved for an administrative forbearance while you gathered
documentation for the Income-Based Repayment Plan.
While your loans were in repayment, we sent you billing statements each month. When your account
became past due, we also tried to reach you in other ways such as calling, texting, and sending both
email and postal mail to help bring your account up to date.
If you disagree with our initial decision, please send us new information including the basis of your
dispute and supporting documentation to the address in this letter. Please be sure to include your
account number.
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: 12/21/2023
I am not disputing late payments from 2018. I am disputing late payments that were added to my credit report between September 30, 2023 and November 2, 2023. No payments were to be made once approved for borrowers defense over a year ago. I DID NOT have missed payments in 2023. I need this removed from all credit reports.Initial Complaint
Date:12/15/2023
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 not liable for this debt with charter communications. I do not have a contract with Nelnet - National Educational Loan Network. They did not require me with the original contract as I requested.Customer Answer
Date: 12/15/2023
This was made by me on my behalf.Business Response
Date: 12/22/2023
Pertaining to ******* *******s federal student loan account, we
reviewed their concerns *** ******* *** ******** *********Initial Complaint
Date:12/15/2023
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.
Account: ***********..Since the student loans started i was hit with a accrued interest charge since your company failed to charge my automated payment on the first payment. That is fraud....
Second and most importantly is that every monthly payment i make the amount isn't applied to the highest interest group first. Instead Nelnet likes to pay first the low interest to their convince collecting more interest and making my expenses higher though time. All the practices above are fraudulent and are reported to all authorities. Calling Nelnet isn't a choice as you will see your life pass by while you are on wait. I want a solution asap and do the right thing. You are stealing from me. All the documents and proofs are collected for future legal action. Please stop the Fraud.Business Response
Date: 12/22/2023
Pertaining to ******** ********* federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 12/27/2023
Complaint: ********
I am rejecting this response because: Nelnet didn't provide any proof of what im asking or complaining for. They only included docs i already have. My main issue was that why in my interest accrued on the first payment that didnt go though? i was already on out pay? Why there is interest accruing when im on a payment plan and paying in full? This Nelnet transfer has been a nightmare.
Sincerely,
******** *******Business Response
Date: 01/05/2024
Pertaining to Griselda Acevedo's 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 why interest has accrued on the first payment that did not go
through and why there is interest when you are on a repayment plan and making full payments.
Based upon your recent correspondence received on December 28, 2023, no additional information
was provided. Our determination dated December 22, 2023, will stand. We have reviewed your
account and your first payment of $251.27 was withdrawn through auto debit on October 23, 2023.
The payment history we sent with our last correspondence documented how your payments have
been applied.
Interest began accruing on your loans as of September 1, 2023, when the interest benefit offered
during the COVID-19 national emergency ended. Federal student loans are simple interest loans;
meaning interest accrues daily based on the interest rate and principal balance. Based on your
current principal balance you accrue approximately $2.31 per day in interest. We must apply your
payments first to unpaid accrued interest, then to the loan principal.
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 ServicingInitial Complaint
Date:12/14/2023
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.
I logged into my student loan providers website because I noticed the November payment hadn’t been auto debited yet. It was due on Veterans Day, which I know is a holiday but I assumed the payment would come out a day earlier. My account was saying past due, and not ever having any late payments in my life, I wanted to make it would go through. I made a one time payment to my account. After the holiday and the weekend, I noticed 2 payments go through. I assumed was a possibility and I understand that I made the additional payment. I called Nelnet, mind you their wait times are insane right now, the rep told me that the extra payment would be allocated to December’s payment so I would not have an auto debit in December. Well come December and there was another payment out of my account. I just spent 1 hour 45 mins on the line with Nelnet again for them to basically tell me they can submit a form and hope for the best. Or I can go in and cancel my auto debit. I don’t want to cancel my auto payment, I just want the extra payment to be allocated correctly. At this point I’ve wasted so much of my time on the phone with them that it’s not even worth it. Luckily I can afford the extra payment at this time but so many people cannot and it is such a shame that Nelnet can’t help in this situation and pretty much just wasted my time. The second rep to help was very kind and I know he was trying to help, but I’m not confident in the system and wouldn’t be surprised if something else was messed up on my account now. I also used their email form to vocalize my complaint and see if they could help that way because the call wait times are again, insane. But haven’t heard back from that. Overall annoyed with the company for having crap systems in place and not setting their employees up for success with helping customers.Business Response
Date: 12/21/2023
Pertaining to ***** ********* federal student loan
account, we reviewed their concerns and provide the attached responseBusiness Response
Date: 01/03/2024
Pertaining to ***** ********* federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 01/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and my although the response was basically just saying everything that I said in my complaint back to me and no real resolution, I don’t want to continue to waste my time so I am going to accept it. I do hope that this complaint will be taken seriously and Nelnets system improves in the future.
Sincerely,
***** *******Initial Complaint
Date:12/14/2023
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.
Date of Transaction: November 17th.
Amount of money I paid the business: $600
I was charged $600 when my contract with Nelnet says $300. I had requested a refund for the $300 or that this charge be reflected on my statement. I reached out to support several times with NO RESPONSE other than to go to their help page. It took me 3 days to get to someone. I was on hold for an hour before getting through to someone on the 3rd day, and 5 minutes later they put me on a hold. I was on hold initially for 30 min. They finally returned and mentioned that they would be on hold for 1 more hour. I requested a call back when they had a solution and was told they could not do this. I decided to remain on hold due to the difficulty of reaching someone previously. I had called 3 hours before closing time, and during my hold that turned into 2 1/2 hours, I was hung up on due to business hours closing with NO RESPONSE from the support specialist I was talking with. Several more attempts of contact with No response. I either need a refund for the $300 that was taken out of my account, or to have this additional $300 reflected on my statement that I have paid this additional amount. When I look on my statement, this is not the case.
Student Loan Number: **********Business Response
Date: 12/22/2023
Pertaining to ******** ******* ******** federal student loan account, we reviewed their concernsInitial Complaint
Date:12/14/2023
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 sent extra payment of my parent plus loan account to Nelnet and I enclosed a letter what account I was paying to. Nelnet ignored my instruction and distributed to all of my student loan account. Also I want to make payment only principal but Nelnet also takes $2268.29 for interest what I did not want to do so.
There is no explanation about to make extra payment on their web page. There is no way to make extra payment on web page.
I called Nelnet, on Nov 20th, I waited 2 hours on the phone, finally I talked the person and requested my payment to distributed to designated accounts. They answered it would take 3 weeks, but after 3 weeks, it did not correct.
Please distribute my payment to the accounts I designated account principal only.Business Response
Date: 12/21/2023
Pertaining to **** ********** federal student loan account, we reviewed their concerns and provide the attached response.Business Response
Date: 01/03/2024
Pertaining to **** ********** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 01/07/2024
Complaint: ********
I am rejecting this response because:In a phone conversation with Nelnet on Nov 20 and Dec 14 of 2023, Nelnet claimed they would correct the distribution of my payment within 3 weeks. This later changed to 4-5 and interest would be recalculated accordingly. It is now January and has been over two months without it being corrected. You stated that we cannot make extra payments apply to the principal only. Is paying towards the principal only not allowed? Where can we find this clearly stated on the Nelnet website. I would like a clear answer on this.
I understand if we are not making regular payments, my extra payments would be considered a regular payment and we would have to pay interest first. However, we have been making regular monthly payments. We made this extra payment on top of these regular payments.
If extra payments toward the principal is not allowed, how can we as payers pay the loan amount faster and save on interest rates.
I would like to request Nelnet to correct my extra payment I made on Nov 6th.
Sincerely,
**** ********
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