Complaints

This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nelnet - National Educational Loan Network

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfortunately my student loans serviced through ***** ***** was moved to Nelnet. Back in August I had initially applied for an IBR payment plan on my student loans. It went through, a few weeks later the new SAVE plan was made available to apply, which I did back in September. Well here I am still going back and forth 3 months later try to get my student loan payment moved to the SAVE plan. I have made tons of calls to Nelnet, which obviously has not helped at all and the fact it takes 2 hours of waiting to even get someone on the line. I was last told all I had to do was pay the $5 to move out of my IBR plan to go into the SAVE plan. However, once I did that they moved me to a standard repayment plan, which now has my payment through the roof. I have called back to see more details on what’s going on, but was told it’s pending keep checking back. I don’t have time to keep calling back just to wait on the phone for hours. Not only has my time been wasted, but interest keeps growing because they have consistently failed to get my account in order. They should be responsible for the interest since this has been going on for 3 months.

  Customer Answer

  Date: 12/18/2023

  So my application finally got processed today (12/18/2023) after 3 months of going through misery. I am happy about it being processed, but still believe they should be responsible for the interest through this whole ordeal.

• Initial Complaint

  Date:12/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NelNet is my loan servicer. My loans in my account are in deferment while I am in school and most of my loans have a payback date between 2024-2028. I will not be finished with school until 2026 per my school record. All my deferment letters are attached to my account so I am not sure why its showing I am late on any payments. NelNet is aware that I am in school and this has caused my credit score to drop and I am constantly getting notifications about my past due account. I have tried to call and the wait time is over 3 hours. Emails have not been returned and the chat is automated by a BOT. I am not understanding how this slipped through and why I cant get any answers.

  

  Business Response

  Date: 12/22/2023

  Pertaining to Angela Rivers-Harper'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 Consumer Financial Protection Bureau forwarded your inquiry to us for a response. On
  behalf of your lender, the U.S. Department of Education (ED) and US Bank ELT EFS Finance CO &
  Affil., 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 are in school, and your loans are in deferment while you
  are in school. You state your account shows you past due and you have received notification stating
  your past due. You believe this is affecting your credit and would like the status updated to reflect
  the deferment status.
  We are currently experiencing unprecedented call volumes, which is leading to long hold times. We
  apologize for the inconvenience. We show your accounts are in deferment and have no late
  payments, or payments due. We have not furnished any past due data to the consumer credit
  agencies.
  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
  visi* **********. 

  Customer Answer

  Date: 12/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have attached both emails that were sent showing that I was flagged for late payments.  I have attached both documents.
  
  
  
  Sincerely,
  
  
  
  ****** *************

  

  Business Response

  Date: 12/29/2023

  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 the late payments on your account and our previous response.
  Your concern, as we understand it, is you are in school, and your loans are in deferment while you
  are in school. You state you have received notification stating you are past due. You believe this is
  affecting your credit and would like the status updated to reflect the deferment status.
  In our previous response, we explained that all of your accounts are in deferment and have no late
  payments, or payments due. We also stated that we have not furnished any past due data to the
  consumer reporting agencies (CRAs).
  Our records reflect that we did send you a past due notice in November 2023 prior to receiving the
  most current enrollment information from your school. However, we can confirm we have not
  furnished any negative data to the CRAs.
  You can verify the status of your account by logging into your account a* **********.
  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
  visi* **********. 

• Initial Complaint

  Date:12/12/2023

  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 dealing with nelnet and my student loans going to this company since October. I have filed 2, going on 3 requests to change my student loan payment plan and it has never been changed. I have called multiple occasions to try to speak to someone and wait 2 - 3 hours at a time to be answered by someone who pretends that they cannot hear me and then hangs up. I cannot get in contact with anyone to help me assist with my student loans when I cannot afford the amount they are requesting every month. I have 2 confirmation emails from Nelnet stating they got my request to change my payments down to $433 apprx. a month and now have a charge of $745 a month to which I cannot afford. I have made another change request AGAIN today. I think this business is shady and lacks the communication needed to help students with paying their loans back. I have a family and a child in daycare that my money is not as much as they would like. I would like someone to be able to have Nelnet get in contact with me to help with this issue. This is causing my family financial distress and I need help.

  

  Business Response

  Date: 12/18/2023

  Pertaining to ******* ******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. 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 filed multiple requests to change your payment
  plan, but it has not been changed. You have attempted to contact us for assistance but have not
  been able to connect with us. You are asking us to contact you.
  We are currently experiencing unprecedented call volumes, which is leading to long hold times. We
  apologize for the inconvenience.
  On December 11, 2023, during a telephone call with a Nelnet Representative, we advised the
  various payment plans available to you and provided approximate payment amounts. You felt the
  Extended Graduated Repayment Plan best met your current needs and chose that option. We
  submitted your request for the Extended Graduated Repayment Plan. We will notify you when your
  payment plan has been updated.
  We hope you find this information helpful. If you have any other questions, you may call us at **** ******** **** * **** ** * **** ********* ******* * ** ** ** * ** ** ******* *** ********** *** * **** ** * **** ******** *** ******* *** *** **** ***** ********************************** ** ***** **********

  Customer Answer

  Date: 12/18/2023

   
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I am glad that I was able to speak with someone regarding my loan payment. While you have confirmed my phone call with your representative and acknowledged my selected repayment option, I'm still left lacking confirmation and clarity on when my payment will show my selected repayment option. My greatest concern now is how will I be notified when my plan will be updated? How will I have this confirmed? This response is similar to the previous responses after multiple attempts to change my plan. I've never received an email confirming the change in a payment. I asked your representative last week if they could send a confirmation email regarding our phone call. She was pleasant, but I was told "We don't send confirmation emails." I'm looking for something in writing via email, letter, or even a message in my nelnet portal confirming the change in payment. With previous attempts to change my plan, I've gotten no response and was left wondering if the request was received and if received when will it show in my payment plan. Again, this correspondence from you is progress in the right direction but I'm looking to gain more clarity on when my request will be processed, how I will notified when processed, and when I can expect for my repayment plan to change? Thank you for your assistance. 
  
  
  
  **********
  
  ******* *****

• Initial Complaint

  Date:12/11/2023

  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 was never notified that my loans were set to begin repayment 11/4/2023 until I received a statement in the mail two weeks later. No phone calls, emails, or statements in the mail stating that my loans were set to begin on 11/4. I have called a few times to speak with customer service but the wait times are always an hour+. I have sent emails. I have also requested a deferment for my loans on 11/23/2023 as I am unable to begin repayments. In the confirmation email, it states it takes 7-10 business days to process. However, it is now 12/11/2023 and I still don't know anything and my student loans are now two months past due. I don't know what to do anymore as this will hurt my credit and I can't reach anyone to straighten this out.
  
  I sent an email on 11/20/2023 (see attachment Nelnet 1), same day I received the statement in the mail. I received a response on 11/22/23 (see attachment Nelnet 2) and proceeded to request a deferment the next day (see attachment Nelnet 3). I sent another email 12/9/2023 but have not received a response yet. The only response I received is what looks like an auto-reply (see attachment Nelnet 4).

  Customer Answer

  Date: 12/21/2023

  Per your understanding of my complaint, that is incorrect. I was NEVER contacted about my payments resuming in November. I did NOT receive a phone call, email, or any documentation via mail letting me know my payments were set to resume. I only received a statement two weeks after the due date stating there was a payment due. I also have not received any correspondence regarding the status of my deferment application. I submitted my deferment application on 11/23 and I tried to call nearly two weeks later on 12/10, the same day I sent another email, only to be told by an automated system that I needed to wait another 3 business days for a response, that was never received. Reading the response that was submitted through BBB was the first time I am hearing of the status of my deferment application.

  As long as my account is not past due and credit is not affected, I'm good. However, regardless of your call volume, you need to put more of a focus on your customers because I am sure I'm not the only one who has fallen through the cracks and had to seek an alternate route to get something done.

   

  Thanks.

• Initial Complaint

  Date:12/11/2023

  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.

  ******* had me file paperwork with them and upload my tax information for them to send to Nelnet for my IBR re certification. I did so. Over a month later Nelnet said they needed my check stubs. I submitted those. Another month later they uploaded documents stating that my payments aren’t changing without explanation. I’ve called several times and been on hold for hours. When my call finally gets transferred to a representative….i get hung up on immediately EVERY SINGLE TIME. If this is as by chance or accident odds are at least one of these times my call would have been taken. They have no problem taking all of my payments in a timely fashion and sending me dozens of emails about my payments but simply can’t email me about what more they want or if they’ve reviewed my submitted documents. They have no option to split my payments up and do so automatically and incorrectly. They continue to make thousands of dollars off every student loan borrower, but make it almost impossible to get any questions answered. There needs to be an investigation into this entire company. I plan on contacting my attorney general and every house representative I can until this company starts doing their job properly.

  

  Business Response

  Date: 12/19/2023

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

  December 19, 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, **** **** *** *** ******* ** * *****, 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 completed the income driven repayment (IDR) plan
  application online and then were asked to provide your income information, but your application
  hasn’t been processed yet. You’ve also experienced issues reaching us via phone. You’re asking us
  to process your application.

  
  We’re currently experiencing unprecedented call volumes, which is leading to long hold times. We
  apologize for the difficulties you’ve experienced and appreciate your patience at this time. We have
  received your additional income documents, and they are under review. Once our review is
  complete, we will send you further information.

  
  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 Servicing

• Initial Complaint

  Date:12/08/2023

  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 am writing urgently about issues with Nelnet, my student loan servicer, seeking your assistance in resolving the numerous challenges I've faced.
  
  Nelnet placed my account into forced administrative forbearance, claiming a review of my SAVE program application. Six months have passed without any communication, and attempts to contact Nelnet have been futile. They are charging monthly interest fees of $694 since October 2023, despite my approved enrollment in the SAVE program, with an intended monthly payment of $200.
  
  Efforts to access my Nelnet account online are met with immediate logouts and a notice that my account is still under "review." Additionally, Nelnet increased my interest rate from 5 to 8 percent, raising concerns of unfair practices and potential fraud.
  
  As an active Federal employee with the Department of the Navy holding a TS/SCI clearance, Nelnet's actions could negatively impact my credit score, jeopardizing my security clearance.
  
  Complaints to the Attorney General's office have yielded no response. The Department of Education's generic advice to "Contact Your Service Provider" has been unhelpful. Despite reaching out to the Department of Education ten times, emphasizing my lack of assistance, their response remains unchanged.
  
  Note that I have called NelNet several times only to be on hold for over an hour with no one ever picking up the phone. I did my due diligence and applied early in the year for the SAVE program and ever since NelNet took over my loan it has been nothing but a complete disaster and at this point I believe its intentional to accrue as much interest as possible from the students. I have contacted my congressman and Senators in regards to there practice as well

  

  Business Response

  Date: 12/15/2023

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

  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 processing of your Saving on a Valuable Education
  (SAVE) application. You applied months ago, and it is not processed. You are asking us to process
  the application and remove interest. You also state we moved your interest rate from 5 to 8 percent
  and would like it back to 5 percent.
  We apologize for the frustrations you experienced. On November 14, 2023, we reviewed your
  account and confirmed the SAVE Plan was applied to your account on November 3, 2023, with the
  first payment due on December 26, 2023, for $207.63. We received a second application on
  November 3, 2023, which is in the queue to be worked in the order in which it was received. Due to
  the large number of applications, it may take additional time to process.
  Please note, while the SAVE Plan has an interest benefit, it does not prevent interest from accruing.
  While enrolled in the SAVE Plan, if you make your full monthly payment, but it is not enough to cover
  the accrued monthly interest, the government covers the rest of the interest that accrued that month.
  This means that the SAVE Plan prevents your balance from growing due to unpaid interest. We are
  unable to remove the accrued interest.
  Update Contact Information
  We noticed the email address you included with your inquiry is not the same email address we have
  on file. We may receive updates from your school or ED if either of these entities have different
  contact information for you. Please log in to your ************** account or Nelnet.com account to
  review and update your contact information. Alternatively, you can contact ED at 1-800-557-7394 or
  our customer service team using the contact information provided at the end of this response.
  Interest Rate
  We have not adjusted your interest rate. The interest rate on your Direct Consolidation Loan is
  5.25%. This is a fixed rate based on the weighted average of the rates on the loans included in the
  consolidation. To help you better understand interest rates and manage your student loans, we offer
  the information below:
  • For federal student loans, the interest rate varies depending on the loan type and the first
  disbursement date of the loan. That means loans disbursed in different years could have
  different interest rates.
  P.O. Box 82561 | Lincoln, NE 68501 | phone 888-486-4722 | fax 877-402-5816 | [email protected] | Nelnet.com
  • Federal Family Education Loan (FFEL) Program loans and Direct Loans first disbursed on or
  after July 1, 2006, have a fixed interest rate that will not change for the life of the loan.
  • Federal law sets interest rates on federal student loans. We do not have authority to
  negotiate interest rates on federal student loans.
  • Certain loans may be eligible for an interest rate reduction if you set up automatic payments.
  Your consolidation loan is set up on auto debit and you will receive a .25% interest rate
  reduction while your loan is in repayment status.
  For more information regarding current interest rates on federal student loans, as well as past rates
  and variable interest rate loans, please visit *******************************************************.
  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 Nelnet.com.
  Sincerely,
  **** **
  Nelnet Loan Servicing

  

  Business Response

  Date: 12/29/2023

  Pertaining to *********** *********** federal student loan account, we reviewed their concerns and provide the attached response.
  Dear ***********,
  We appreciate your Better Business Bureau rebuttal case. We understand you still have concerns
  related to your Saving on a Valuable Education (SAVE) plan, the interest on your account, and our
  previous response.
  We have made every reasonable effort to respond to your concerns. Your latest correspondence
  raises no new demands that our previous response did not answer.
  We hope you find this information helpful. If you have any other questions, please call us at 888-486-
  4722, 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
  **********************************.
  Sincerely,
  ***** **
  Nelnet Loan Servicing
  

  Customer Answer

  Date: 12/29/2023

  *****,
  

  I am writing to express my deep concern and frustration regarding the ongoing challenges I am facing with you and your poor decisions on how to handle this issue especially the ability to accessing my account and making timely payments on my loans through your website. Despite numerous attempts to log in, I consistently encounter a notification indicating that my account is still under "review." Subsequently, I am promptly logged out, hindering my ability to manage and settle my financial obligations. I urge you to carefully review the attached images illustrating this recurring issue. Regrettably, I have taken the necessary steps to address these concerns by filing a formal complaint with the ********** ** *********, as well as reaching out to my local representatives in Congress. I have provided them with comprehensive documentation, including screenshots of the persistent issues I am encountering, and your apparent reluctance to acknowledge responsibility for the inadequate management of my account. It is imperative that you comprehend the gravity of the situation. A customer who is unable to access their account due to your company's subpar website design and infrastructure is consequently unable to establish automatic payments or make online transactions. In light of these circumstances, how can your organization justify imposing full interest accrual on a person's loan? In the interest of transparency, I must emphasize that your actions appear to be bordering on fraudulent behavior. By intentionally creating obstacles and refusing to rectify the inherent flaws in your website functionality, you seem to be orchestrating a situation that disproportionately penalizes customers who have availed themselves of the Biden SAVE plan. I recommend you reconsider your stance and acknowledge the inherent shortcomings in your processes. It is unacceptable for your company to accrue maximum interest without taking responsibility for its failure to process documentation promptly and provide customers with the means to fulfill their payment obligations during forced administrative forbearance. For your convenience, I have outlined the gravity of this matter in a statement submitted to the ********** ** *********. I trust that you will treat this issue with the urgency and seriousness it deserves:

  Dear ********** ** ********* * ******* ******* ***,

  I am writing to express my deep frustration and concern regarding the ongoing issues I have been facing in repaying my student loans. As a federal employee serving the ********** ** *** ****, the gravity of this situation cannot be overstated, as it can directly impact my security clearance and, consequently, my employment.  I applied for the Biden SAVE Plan in June of this year, seeking assistance with my student loans. Nelnet has consistently failed to respond to my numerous emails seeking resolution to this matter, and repeated phone calls have yielded no results. Inexplicably, my account has been placed in forbearance without my consent, and Nelnet continues to charge interest on my loans, compounding the financial burden, I am already grappling with, and worse, have not provided me with an account number or any means by which payments can be made. Attempts to contact a representative from Nelnet by phone have proven futile. I have endured prolonged wait times, exceeding an hour, only to be left on hold with no resolution. According to Nelnet, I have allegedly missed two payments, with a third impending, even though they have never provided me with my account information, prohibiting payment by check, and with no functional web access, payment cannot be made electronically.  Consequently, I am at a loss as to how I am supposed to make on time payments as I have always done in the past. Waive NELNET accrued interest on my loans, considering the extraordinary circumstances and delays caused by Nelnet's failure to process my SAVE Plan application.

  For any delinquent payments reported to credit bureaus by NELNET, an immediate letter must be sent to all three bureaus, directing them to remove any negative reporting associated with my account as the reporting was made in error.
  In addition to waiving accrued interest, NELNET must maintain my account in good standing, and may not accrue any interest until they have provided me with:

  (A) My account information  
  (B) Ability to access my account online
  (C) To make online payments  
  (D) Verification that they have contacted all three Credit Bureaus and correct any negative reporting made
  (E) Provide responses from each credit bureau that they will remove the negative reporting.
  

  While these may seem like rather harsh financial penalties for NELNET, given the scope of issues I have experienced, it is statistically improbable that I am the only person negatively impacted by NELNET, and therefore I would contend that my recommended remedial actions are minor compared to the formal ********* ******* ****** ************* investigation that is actually warranted in this case for the following reasons:

  (1)  The issues described are occurring because NELNET does not have the business resources and capabilities to properly manage the volume of accounts, they are responsible for.  
  (2)  As a servicing company they are simply incompetent and not able to service the accounts on the Governments behalf
  (3)  A combination of 1 & 2 exists, and lastly  
  (4)  These issues are a deliberate by NELNET intended to ensure maximum interest is accrued on accounts.

  
  Given that items 1-3 speak poorly of the ********** ** *********** ability to select and manage its vendors, protect its consumers from potential financial harm, as well as potential risk to continued employment for federal clearance holders, and lastly the potential appearance of impropriety suggested by #4, none of this reflect well on the ********** ** *********, and compounds the potential harm to account holders, immediate action by the department as I've outlined are the minimum steps that should be taken.

  Thank you for your immediate consideration.
  

  Regards,

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

  The persistently unresolved issues I have encountered with your organization have led me to explore more formal avenues for redress. As a conscientious consumer, I am compelled to notify you of my intention to escalate this matter to the ****** ** *** ********* *******, apprise congressional representatives of the concerning actions perpetrated by Nelnet and other servicing entities, and involve the media to ensure transparency and public awareness. My decision to pursue an official investigation stem from the perceived unethical, inappropriate, and potentially fraudulent practices that have characterized our interactions. It is my sincere hope that, upon receiving this communication, a more conscientious approach will be adopted by you to address the legitimate concerns raised. I urge you to consider the broader implications of the situation at hand and recognize the severity of the issues faced by not only myself but also numerous customers within your purview. The forthcoming actions are not undertaken lightly, and it is my commitment to shed light on the realities of these experiences, ensuring that the public is informed of the challenges faced by millions. Your cooperation in promptly and thoroughly addressing these matters is not only encouraged but vital to averting the necessity of external interventions. I trust that a prompt resolution can be achieved, and I remain hopeful that you will approach this matter with the seriousness it warrants.

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set my account with Nelnet up on automatic payments. Two months in a row, the due date comes and goes without the payment being taken out of the account, even though the Nelnet website says it was paid. Then, a week later, I get a notice that my payment did not go through due to insufficient funds, which is outrageous as we literally watch our account FOR this payment and it never comes, even though there are plenty of funds. This is not the reason for my complaint with the BBB. My complaint is, that all inquiries for them direct you back to their FAQ's on the website. They have removed any email address and say to call if the FAQ's do not answer your questions. So I call. The automated system says that there is an hour long wait and to visit the website. What kind of a sham company is this? I am FURIOUS that I cannot get them on the phone or at the very least email, to explain where the problem is with my automatic payments. This is not a way to do business, or even be a decent human being.

  

  Business Response

  Date: 12/08/2023

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

  Customer Answer

  Date: 12/13/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I find their response maddening, I am not interested in interacting with them further.  Thank you very much for your help!
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:12/06/2023

  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.

  This business took over my Student Loans (against my wishes not that I had a choice I loved **********). Anyways, I scheduled my first payment 11/27 10pm EST, they said same day payments would post same day. I have screen shots from the payment screen. However another screen says anything past a certain time is considered late. So, I checked 2 business days later they still didn't take my payment. Then emailed me after to say my bank rejected it. However my bank did NOT reject the payment to be made. I attempted from the phone app/website to make the payment again and it said my payment was pending. SO they either want or don't want my money. I have since tried to call on 7 occasions, they say wait time is greater then 30 minutes, I have held for over 30 multiple times and as long as almost 2 hours before just ending the call. NO matter how I click into the phone system I still DO NOT get a person. Now it shows I am LATE and they are charging me $49.73 for a late fee. I have NEVER missed a payment with ********** and I even made payments during the pandemic break. I have never delt with a company that won't allow me to email, online message is telling me to circle back to calling the number they have provided. SO I can not call (who can be on hold for 2+ hours waiting to talk to someone to see what they are REALLY doing? I can NOT email as they say We’re experiencing unprecedented email volume, leading to longer-than-normal response times. Consider logging in to your Nelnet.com account or visiting our FAQs page first. If you weren’t able to get what you needed and would still like to send us an email, please Fill out our email form. And the online chat is a computer response never getting you to a person as they are too backed up as well.
  I have emailed as a "back up" as I do NOT ever think they will respond. I am irritated and feel like if you are to take over anyones account you should have some sort of grace period for additional fees and not just rob people.

  

  Business Response

  Date: 12/15/2023

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

  December 15, 2023

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

  
  Account: **********

  
  Dea* ******,

  
  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 you’ve submitted online payments, and they aren’t being
  applied to your account and your bank isn’t receiving requests for the payments. You’ve also
  experienced issues reaching us via email and phone. You’re asking us to apply your payments and
  refund any late fees.

  
  We’re currently experiencing unprecedented call volumes, which is leading to long hold times. We
  apologize for the difficulties you’ve experienced and appreciate your patience at this time. All Online
  Payments must be submitted by 4 p.m. (Eastern) on a business day to be effective the same day.
  Payments submitted after 4 p.m. (Eastern) will be effective the next business day. Business days do
  not include weekends. There were no late fees added to your account.

  
  On December 6, 2023, we received your payment of $50. Payments prior to this date weren’t able to
  be processed because we were unable to locate your bank account. Please review the banking
  information you provided with your financial institution.

  
  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 Servicing

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nelnet is saying that they won't finish processing my SAVE application until I make a payment to them.

  

  Business Response

  Date: 12/08/2023

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

• Initial Complaint

  Date:12/04/2023

  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 father took out a Federal Parent Plus loan for my college education. He has recently passed away, so I need to contact Nelnet to discharge the loan. However, after attempting to call them a few times now, I've been left on hold. Most recently, I was on hold for 3 hours without being able to reach someone. The business needs to contact me so that we can proceed with the next steps.

  

  Business Response

  Date: 12/13/2023

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

  December 13, 2023
  ****** ******
  *** *********** *****
  ******** ** *****
  Account: EXXXXX****
  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 the federal student loans for which you are
  the benefitting student.
  Your concern, as we understand it, is your father, who is the borrower listed on the PLUS Loans for
  Parents, has passed away. You are asking us to contact you and provide the information needed to
  move forward with discharging the PLUS Loans for Parents for which you are the benefiting student.
  We would like to extend our condolences during this difficult time for you and your family.
  Unfortunately we were not able to reach you on December 6, 2023, and December 7, 2023. We
  have included the following information to assist with the process of discharging the loans.
  To assist with the discharge process, we must ask for help in gathering the required information
  below. We have sent, or will send, a request for information to the family and estate. However, we
  understand this might not be a high priority for them at this time, so we have responded to your
  request to see if you are able to submit the items on their behalf. This will expedite the discharge
  process and prevent future requests for payment and other communications related to the loan.
  Preferred documentation:
  1. Original or complete and accurate photocopy of the death certificate
  2. 2.If you are unable to provide an original or complete and accurate photocopy of the death
  certificate, any two of these documents are acceptable:
  a. Verification from an official of a county clerk’s office stating that ****** passed away,
  but that a death certificate could not be readily provided.
  b. Letter from a clergyman or funeral director
  c. Confirmation from a credit bureau
  d. Announcement from a local newspaper (with enough information to verify the
  announcement is referring to ******.)
  e. Confirmation from the Social Security death registry
  Please send the certificate Nelnet via email [email protected], fax (866.545.9196), or
  mail to:
  P.O. Box 82561 | Lincoln, NE 68501 | p 888.486.4722 | f 877.402.5816 | [email protected] | Nelnet.com
  Nelnet
  Attn: Claims
  P.O. Box 82505
  Lincoln, NE 68501-2505
  We are here for you when you need us. If you have any questions, please call us at 888.486.4722 or
  visit Nelnet.com.
  Sincerely,
  ***** **
  Nelnet Loan Servicing