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
- 1,147 total complaints in the last 3 years.
- 282 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:03/27/2025
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 a cosigner on my sons student loan. Without Nelnet telling us the payments went up, they destroyed my credit and my daughters credit. All payments show they are on time. I had no idea I even had a student loan for my son because I was denied. My daughter co signed for him, but the loan is in my name. Nelnet has got to fix this. It is impossible to get a hold of them. My daughter will file a complaint too. You cannot blow off letting us know payments have increased, and then just ruining our credit. This is illegal.
Business Response
Date: 04/04/2025
Pertaining to John Liston's federal student loan account,
we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
your federal student loan account with Nelnet. 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 you state that you are a cosigner on your sons loans and due
to your payments going up, it has affected your credit. You also state that you were not aware that
you took out loans for your son. You are asking us to make a correction to your credit report.
If someone unlawfully used your identity without permission to take out federal student loans, we
require some information from you to initiate an investigation.Initial Complaint
Date:03/25/2025
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.
My school loans were sold without me knowing then they reported me 90 days late. I’m enrolled in school, and now that they did this they knocked my credit down 200 points. I was unaware of this until my mortgage lender made me aware of this.Business Response
Date: 04/02/2025
Pertaining to ******** ******* federal student
loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
your federal student loan account with Nelnet. 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 your school loans were sold without your knowledge and then
were reported 90-days late on your credit report. You state that you are enrolled in school. You’re
asking us to remove the late payment from your credit report.
ED authorized the transfer of your federal student loans from Great Lakes Educational Loan
Services, Inc. to Nelnet, effective January 17, 2023. We’ve enclosed a copy of the January 26, 2023,
welcome email for your records.
At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19
national emergency from March 13, 2020, through August 31, 2023. When your loans returned to
repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers
successfully return to repayment in October 2023, ED created a temporary on-ramp period through
September 30, 2024. This 12-month on-ramp period protected borrowers from the worst
consequences of missed, late, or partial payments, including no negative credit reporting for
delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to
bring the account up to date. On-ramp protections ended on September 30, 2024.
Our records show you received the automatic on-ramp forbearance on January 3, 2024, May 3,
2024, and September 3, 2024. We’ve enclosed a copy of your deferment/forbearance history for
your recordsInitial Complaint
Date:03/24/2025
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 son, ****** ******** grandmother tried to pay off his student loans on February 21, 2025 and we sent the payment to this physical address and we have been waiting for 30 days to have them payoff the student loans. Everytime we call in, we get a different answer that they had to reissue the check to send to pay off the loan. Now they are telling us, that they are now sending the funds back to the grandmother, *** **** ****** and it could take up to 45-60 days! This is unacceptable practice. It would be one thing if they said the same answer the 6 times we called, but it has been a different answer everytime. We would like some resolution.Customer Answer
Date: 03/25/2025
They notified is this afternoon that the funds have been applied to my sons account. You can close the complaint.
Many thanks **Initial Complaint
Date:03/24/2025
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 recently reviewed my credit report and noticed multiple student loan accounts that are inaccurately reported as 90 days late. However, after speaking with two representatives from Nelnet, I was informed that their database shows my last attendance at school was in August 2024. Nelnet offers a six-month grace period, which means my payments would not have been due until six months after that term.
Both representatives mentioned that the system has not been updated and that there is nothing they could do to correct the information. However, I would like to emphasize that the consumer reporting agencies are obligated to report complete and accurate information. These accounts have not been 90 days late on payments, and it appears that the reporting agencies are not reflecting the correct information in their systems.
Attached you will find a copy of my TransUnion credit report showing the inaccurate reporting after August 2024. Showing that it was in good standing. I request that this payment be updated immediately. It is inappropriate and unlawful to report inaccurate information, especially when you are aware of these errors.
Please update this information to reflect “Paid, Never Late” as soon as possible for all of my DEPT OF ED/ NELNET loans. I appreciate your prompt attention to this matter.Business Response
Date: 04/04/2025
Pertaining to ****** ****** federal student loan account, we reviewed their concerns and provide the attached responseWe are writing in response to the inquiry you submitted to the Better Business Bureau regarding
your federal student loan account with Nelnet. 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 you believe that your federal student loans were inaccurately
reported as 90 days past due on your credit report because two representatives recently informed
you that your last attendance in school was in August 2024 and you assert that your payments
should not have been due until after your six-month grace period. You are asking us to remove the
late payments from your credit report.
The six-month grace period for federal student loans begins the day after you are no longer enrolled
at least half-time at an eligible school. Please note, a six-month grace period cannot be used more
than once on the same loan. We reviewed our records and confirmed that your loans used their
grace period between January 20, 2019, and July 20, 2019. The most recent enrollment information
we received was from ********** ** ******** ****** ****** *** **** ******** **** *** ****Initial Complaint
Date:03/22/2025
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 writing to formally request the removal of late payments reported on my credit file for my student loan account. Unfortunately, I was unaware of my payment obligations due to outdated contact information in the systems of Nelnet and FAFSA. As a result, I did not receive notifications regarding my due dates, leading to missed payments.
As soon as I became aware of the issue, I promptly updated my contact information and took the necessary steps to bring my account current. I have since ensured that all future communications regarding my loan are properly received. Given that this was an unintentional oversight and not a reflection of my willingness or ability to pay, I respectfully request a goodwill adjustment to remove the late payments from my credit report.
I understand the importance of maintaining a positive payment history, and I remain committed to fulfilling my student loan obligations responsibly. Removing these late payments would greatly assist in improving my credit standing and financial stability.
I appreciate your time and consideration of this request. Please let me know if you need any additional information to facilitate this process. I look forward to your positive response.Business Response
Date: 04/02/2025
Pertaining to ******* ********** federal student loan account,
we reviewed their concerns and provide the attached response.At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19
national emergency from March 13, 2020, through August 31, 2023. When your loans returned to
repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers
successfully return to repayment in October 2023, ED created a temporary on-ramp period through
September 30, 2024. This 12-month on-ramp period protected borrowers from the worst
consequences of missed, late, or partial payments, including no negative credit reporting for
delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to
bring the account up to date. On-ramp protections ended on September 30, 2024.Initial Complaint
Date:03/21/2025
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 reported to the credit bureau that I am 120 days late on a Student Loan Payment. They had claimed they had reached out to me "multiple times" since October 2024 even though I do not have any missed calls or voicemails from them. Also, they do not have my email on file so they could not send me an email to confirm this. They claimed that they went "above and beyond" on communicating my loan information to me.
As a result, this has dropped my credit score over 180 points. If you search online, you will see millions of young Americans are "delinquent" on their student loan payments, per CNBC. Are these people even aware of the student loan payments that they are missing? This is extremely concerning!Business Response
Date: 03/29/2025
Pertaining to **** ********‘s federal student loan
account we reviewed their concerns and provide the attached response. Your concern, as we understand it, is that Nelnet reported to the consumer reporting agencies that
you are 120 days late on a student loan payment. We indicated that we had reached out multiple
times since October 2024, but you had no missed calls. You’re asking us to correct your credit
report.Initial Complaint
Date:03/20/2025
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.
02/13/2023
$2,832.64
Another person used my identity to enter ******* ********* ******* ** *** ******** *** I never signed up or attended that school.
The phone number the school and Nelnet had on file was not mine.
I recieved a letter from Nelnet then called and disputed the charges and they argued with me insisting that it was me that applied to the college.
I filed a identitity theft report with the police department here in Yuma, AZ and they are looking into it.
Today I recieved another bill stating that I still need to pay the $2,832.64 and behind $300.
This is effecting my credit and I want to have action taken to resolve this issue.Business Response
Date: 03/31/2025
Pertaining to ***** ******** *ederal student loan account,
we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you assert that someone used your identity for loans taken out
for Delgado Community College and you have filed an identity theft report. You are asking us to
resolve this issue.Initial Complaint
Date:03/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a formal complaint in regards to regarding the unauthorized access and breach of my
educational records, financial aid data, and IRS tax information by
the U.S. Department of Education (DOE) and the Department of
Governmental Entities (DOGE).
The breach constitutes a direct
violation of the Family Educational Rights and Privacy Act
(FERPA) and Title IV regulations, as well as an egregious violation
of my personal privacy and financial security. I recently
discovered that my sensitive and legally protected records were
accessed and potentially shared without my consent. This
includes but is not limited to: 1. My academic records and
personally identifiable information (PII). 2. My Free Application
for Federal Student Aid (FAFSA) data, including financial aid
history and loan information. 3. My IRS tax transcripts, which were
obtained and used without proper authorization. These actions
violate my rights under FERPA (20 U.S.C. § 1232g; 34 CFR Part
99), which grants me the right to control access to my
educational records, as well as Title IV of the Higher Education
Act, which governs the use and protection of federal student aid
information.
Nelnet's response to the complaint failed to acknowledge the breach of contract
that resulted from their inability to protect my sensitive data along with other failures to address my concerns.
Under the principle of equitable estoppel, Nelnet’s negligence in
safeguarding my personal information undermines the integrity
of the loan agreement. It is unreasonable to enforce loan
repayment under these circumstances, especially when the
servicer has not acted in good faith.
I have attached the complaint in its entirety, their response and failure to address my concerns, and my response as a result.Business Response
Date: 03/28/2025
Pertaining to ***** *****' federal student loan account, we reviewed their concerns and provided the attached response.
We are writing in response to the inquiry you submitted to the Consumer Financial Protection Bureau regarding your federal student loan account with Nelnet. 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 you believe your educational records and other personal data were compromised due to unauthorized access to your records. You are concerned about the impact to your privacy. You are requesting a formal investigation and for your federal student loans to be discharged.
Nelnet, as a contractor to ED, is committed to adhering to all applicable laws and regulations concerning the management of customer data. Nelnet has not engaged in any activities that would expose data through unauthorized or unlawful means. We are contractually obligated to comply with federal government and ED record retentions laws and standards, including the Privacy Act of 1974. Nelnet, as a contracted entity, is not permitted to copy, delete, archive, or transfer borrower data without the prior written consent from ED. Such consent is granted only when lawful and necessary.
Regarding loan discharge and forgiveness, Nelnet is authorized to discharge or forgive loans only under programs established by statute and the regulations thereof, and only when a borrower meets all program requirements as validated by ED. To learn more about current student loan discharge and forgiveness programs, please visit *****************************************************
****** **** **** *** ******* *** ** **** ******* *** *********** ************ *** ************* ** ******** *********** ** ******* ********* ************ *** ****** *********** ****** *** ******* *** ******* ** ******** ** ******* *** ******* ** ******* ********* ******* *** ****** ******** ******* ****** ********* ***** ******** ***** **** ******* ********* ** **** *********** ********* *** ********* ********** ******* ******** ******* ******** ********** *** *********** ******* ***** *** ** ******* ***********Customer Answer
Date: 03/29/2025
******** ******** ** ******** ******** * *** *********
********** ********
Dear Better Business Bureau,
I am rejecting Nelnet’s response because it fails to address the core issues I raised, and I urge the Better Business Bureau to conduct a more thorough investigation.
Failure to Address Unauthorized Access and Breach of Contract
Nelnet has not provided any evidence that a comprehensive investigation was conducted regarding the unauthorized access and breach of my sensitive data. I have not received a detailed explanation of how my information was compromised, who accessed it, or what corrective actions have been taken to prevent further breaches.
My primary concern remains the breach of contract. As a loan servicer, Nelnet has a legal obligation to safeguard my personal and financial data. Their negligence in doing so has directly impacted my contractual obligations. Under the principle of equitable estoppel, it is unjust to enforce loan repayment when Nelnet has failed to act in good faith and uphold their responsibilities.
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***** *****Business Response
Date: 04/07/2025
Pertaining to ***** ***** federal student loan account, we reviewed their concerns and provide the attached response We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
your federal student loan account with Nelnet. 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 are still concerned about the breach of your financial information.
The enclosed letter dated March 28, 2025, advises, Nelnet was not engaged in any activities that
would expose data through unauthorized or unlawful means. We are contractually obligated to
comply with federal government and ED records retention laws and standards, including the Privacy
Act of 1974.
If you have specific questions or concerns about your account data, StudentAid.gov provides
general information, including details about aid, enrollment history, and other assistance. If you have
detailed questions about your account, please contact us using the information below.
** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** ** **** *********
******* * **** ** * **** ******* ******* ******* *** ** **** ** * **** ********* *** *** ****
**** ** * ****** ***** ******* **** ********************* ********Initial Complaint
Date:03/20/2025
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 had not been properly informed that the student loans I have been deferring and in good standing for 18 years have been half sold to Sloan. They had been with Nelnet and always in good standing. I have loans but no degree, due to having. To drop out of school to care for my son for the last 11 years; who has a life threatening seizure disorder. He’s suffered over 50,000 seizures. I have not had taxable income in over 10 years, so the loans have been indeferrmwnt and always good standing. SLOAN SERVICES never called or sent me mail identifying I had loans due. I had just received an email from Belnet saying I owe $0 as always. Sloan then reports 8 or more times lates on the same day and the corresponding month taking my credit score down over 200 points. I use credit to pay for life saving medical care for my son. Since this incident I can no longer apply for credit. My score was over 780 and qnd went down to around 550 because of this matter. I contacted ***** *** Nelnet and they advised they didn’t properly inform me. Once I knew I paid the $880 late which I couldn’t even afford at the time and was still reported late again. A Nelnet and Sloan CSR stated they will request these negatives to be removed. It still have yet to be removed. The latest have been paid, months later a deferment is processed and I don’t know but there is severe damage to my credit. It costs thousands out of pocket for treatments for my son to keep him alive. I cannot secure credit since these postings. I wish them to be removed. They aren’t accurately being reported, my deferment was processed months late and I was never contacted timely to even know my loans were due. I don’t know why when someone has had these in good standing for over 18 years, it’s ok to destroy their credit. Please help to contact Sloan to get these removed. I’ve been a single parent for over 15 years with 5 children and one with severe medical needs. This has ruined my ability to get a wheelchair even for my child.Business Response
Date: 03/28/2025
Pertaining to L**** ****s federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your
federal student loan account with Sloan Servicing. Your commercially held Federal Family Education
Loans (FFEL) Program Loans with an account number that begins with D are now serviced under our
new brand, Sloan Servicing, previously Nelnet Loan Servicing. On behalf of your lender, Nelnet
Management Corporation-1 And Affiliates, we currently service your FFEL Stafford Loans. We take your
concerns seriously and appreciate the opportunity to respond.
As we understand it, you assert that your loans have always been in deferment while Nelnet serviced
them. You are concerned that once Sloan Servicing began servicing your loans, you were not contacted
or notified that payments were due. Additionally, you have discrepancies on your credit report that you
would like to us to review and update your account.
We recently responded to similar concerns you filed with the Consumer Financial Protection Bureau
(CFPB) with our letter dated March 20, 2025. We have enclosed a copy for your review. We have
provided a copy of the delinquency letter dated September 25, 2024, advising you of your 60-day
delinquency. We also provided a copy of the 90 days past due letter dated October 25, 2024, which
explains that we will report your loan as delinquent to credit reporting agencies.
On behalf of Nelnet Management Corportation-1 and Affiliates, we furnish your account data to the
CRA’s. Under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish to the
CRA’s is complete and accurate.
Based on your request and the information you provided; we carefully reviewed your concern and the
corresponding data we furnished to CRA’s. Our investigation indicates the data accurately reflected your
loan status at the time it was furnished.
Due to your continued delinquency occurring on your loans, the data furnished in October 2024 and
November 2024 reflected your past-due status. On January 8, 2025, your account waCustomer Answer
Date: 04/07/2025
I called ***** * ***** never called me after I saw marks on my credit score which 12 negatives were added at one time, taking my score down over 200 points, they keep Attaching letters that I never received! It’s fine if they sent them out but why I keep addressing this matter is that I did NOT receive them. I live in a newly built neighborhood and mail and packages are always not delivered correctly. After speaking to a Sloan rep in January, she stated she’ll request removal due to these miscommunications.i take my credit score seriously as I use credit to save my sons life who suffers from many daily seizures, I am asking someone to please look at The e situation. Why ruin someone’s credit who has been in good standing for so many years because they weren’t properly informed. The letters weren’t certified and I never received them . Sloan never called. I put in a deferment and paid once I was actually notified due to my credit dropping over 200 points . Please take a look at my situation .
praying you can have a heart
***** *** ******* *** ***** ****
***** *****Business Response
Date: 04/10/2025
Regarding the federal student loan account for ***** ****** we address their follow-up concerns within the attached response. We are writing in response to the follow-up inquiry you submitted to the Better Business Bureau (BBB)
regarding your Federal Family Education Loan (FFEL) Program Stafford Loan account with *****
Servicing. We understand you assert that you never received correspondences from us regarding your
loans becoming past due.
This latest correspondence from you raises no new demands that we are required to accommodate. The
enclosed responses dated March 20, 2025, and March 28, 2025, confirm that the data furnished about
your FFEL Stafford Loan account to the consumer reporting agencies (CRAs) is accurate and cannot be
adjusted.
Within your inquiry, you cite issues receiving mail in your neighborhood. In addition to mailing letters to
you, we also sent emails and attempted to contact you by phone when your account when past due.
Phone calls were made to the same number listed in your BBB inquiry. Our March 20, 2025, response to
an inquiry you submitted to the Consumer Financial Protection Bureau acknowledged that the email
address you provided differed from what we have on file.
You are encouraged to log in to ****************** to review and update your contact information as
needed. Alternatively, you can reach us at the phone number or email below so we can update it for you.
Based on the information provided, we confirm that an adjustment to the data we furnished to the CRAs
is not warranted. Between the time your FFEL Stafford Loans first became past due in August 2024, to
the delinquency being resolved through forbearance in January 2025, we made attempts to contact you
through numerous means to bring your account up to date.
** *** **** ********** ********** *** *** **** ** ** ************ **** * **** ** * **** *********
****** ******* ******* *** *** **** ***** *******************Customer Answer
Date: 04/11/2025
Complaint* ********
I am rejecting this response because:
***** is not being honest. I never received mail at all. I spoke with a CSR back in November from***** and they stated “we never attempted to contact you by phone”. A CsR in January also stated they could remove the latest. They remove them for others who just neglect to pay purposely. I wasn’t properly informed. I put in numerous forbearances and even paid the pays due balance: my credit is destroyed after 18 years of having it in good standing. Loans are being forgiven and lates removed for others, why not me? This is affecting everything in my life, including saving my son’s life. I am
pleading with someone to have a heart. I didn’t receive the information timely. I did not know my loans were sold.
Sincerely,
***** *****Initial Complaint
Date:03/20/2025
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 reported two loans under my name as past due affecting my credit in violation of the Fair Credit Reporting Act (FCRA) by failing to send the required notification by mail and email. They claim that they were sending notifications by email but it was not to my email address. They claim to have issued notices that were never received by mail. My credit scored went down from 680 to 518 score. I was aware of these loans but thought they were on hold because I and my daughter (the student who benefitted these loans) had applied for loan forgiveness(see student loan forgiveness application confirmation). I was not aware that Nelnet took over our loans. We thought these were still under the service of Great Lakes. I never received notification that Nelnet was the new loan servicing company for the Department of Education. Nelnet did not follow the terms of the original loan note that required notification by mail. They claim that I had agreed to receive only email notification but they were not sending these to my email on file or my current email that I had already provided to the Department of Education. See Gmail of loan forgiveness application. I already brought these two loans to current payment status and will continue to pay while I try to consolidate my debts but in order to do that, I need for Nelnet to remove the late payment reports (2 under each loan, even though they were under the same account). I contacted them and requested for them to do so but they have refused, claiming that I do not qualify for the removal. These practices of collections without proper notification are in violation of the Fair Credit Reporting Act (FCRA) and that is why I am requesting that they remove these late payment marks from my credit before initiate other legal remedies. What they are doing to parents and students by reporting loans as past due without notifying them accordingly and damaging their credit is despicable and it should be sanction.Business Response
Date: 03/25/2025
Pertaining to ********* *******s federal student loan
account we reviewed their concerns and provide the attached response. We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
your federal student loan account with Nelnet. 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 Nelnet reported two loans under your name as past due
affecting your credit in violation of the Fair Credit Reporting Act (FCRA). You believe we failed to
send the required notification by mail and email. You’re asking us to correct your credit report.
On June 6, 2022, your lender, ED, transferred your loans from Great Lakes Educational Loan
Services to Nelnet. ED contracts with several servicing companies, including Nelnet. They may
transfer the loan from its current servicing company to a different servicing company of their choice
at any time. We’ve enclosed a copy of our Welcome Letter we emailed to you on June 15, 2022.
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 reviewed your concern, and the corresponding data furnished to the CRAs.
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Date: 04/04/2025
Pertaining to ********* ******** federal student loan account, we reviewed their concerns and provide the attached response**** **********
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Education (ED), we service your federal student loans. We take your concerns seriously and
appreciate the opportunity to respond.
As we understand it, you are still concerned about the data we are reporting to the consumer
reporting agencies (CRAs). You are also stating that you did not sign up for electronic
correspondence with your previous servicer. You are asking us to remove the past due notifications
to the CRAs due to not receiving notifications.
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******************** ** *** ** ***** *** ****** **** **** ** **** ***** *******Customer Answer
Date: 04/07/2025
I am very dissapointed with BBC becuse they decided to close my complaint without recognizing that Nelnet (the business) did not act accordingly and violated The Federal Consumer Credit Protection Act. They are not only violating the consumer rights with their practices but also providing false statements and creating false documents to support their response. They are very negligent on how they are handling the loan payment process and damaging the credits of many consumers. You have an obligation BBB to report this so other consumers be aware and become more diligent when dealing with loan service providers such as Nelnet and Department of Education. You are not the BBB of accountability & transparecy and seem to side with business more than the Consumers.
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