Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

Headquarters

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.
284 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/29/2023
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.
Payments being made on time but account shows no payment.
Customer Answer
Date: 11/29/2023
I'm not sure what you are asking. The loan is under my name and is for my sons college education. He is making the payments out of his checking account and is signed on as a payee. I guess a third party is involved but the loan is in my name and although he agreed to make payments it still effects my credit, accountability, etc. if payments are not being processed.
Business Response
Date: 12/05/2023
Pertaining to ******* ********* federal student loan account, we
reviewed their concerns and provide the attached response.
Initial Complaint
Date:11/29/2023
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 have been on about six 40+ minute phone calls and collectively about 18 hrs of time on hold or on a call back list for my student loan repayment. I finally was approved for my *** **** program on my loans. I was told over the phone my monthly payment would be $23/month. Then, on October 31st, after being placed on administrative forbearance since September while interest started accruing on my loans again while Nelnet “processed my *** application” I receive a message in my account saying I owe $9.30/month for 12 months starting 12/17/23. So I set up my auto debit. I logged into my account on 11/22/23 to ensure everything was still set up as planned and see that my loan payment is now due on 12/3/23 and I owe $456.21. I call Nelnet, talk to ********, was told there was a glitch and that I did only owe $9.30, she would fix it that same day. I check my account today 11/28/23 and my account now says I have several due dates, the first one on 12/3/23 for now $462.89. So I call Nelnet again, now ***** tells me I owe the $462, plus the $9.30, plus $1100, plus $1600 and only some of my loans were put on *** plan due to a “glitch” and that they should all be put on the *** plan in the next 4-6 weeks to have one single payment of about $23 once resolved. She then put me on my third administrative forbearance while this “paperwork is processed” to put all my loans from the same school for the same degree all on the *** **** plan as they should have been in the first place according to her and everyone else I’ve spoken to. During these administrative forbearances to keep my account current/not appear that I’m missing payments, I’ve accrued $4,371 of interest to date, which will continue to climb while I wait for new paperwork to process. I should be reimbursed the interest accrued during all these “administrative forbearances.” Why should I be penalized for your company failing to complete my application and correctly apply the program to my loans due to this “glitch?”
Business Response
Date: 12/12/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Business Response
Date: 12/21/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Thank you for your inquiry regarding your ******* student loan account with Nelnet Loan Servicing
(Nelnet). On behalf of your lender, the **** ********** ** ********* ***), we service your federal
student loans. The Better Business Bureau forwarded your inquiry to us for a response. We take
your concerns seriously and appreciate the opportunity to respond.
Your concern, as we understand it, is you applied for the ****** ** * ******** ********* ****** Plan in September, and you have received multiple notices advising of different payment amounts.
You were also advised that the **** plan was not able to be processed on all of your loans and
that you needed to send in a new application. You are requesting assistance with your account
because you do not feel that you should be penalized for the amount of time it has taken to get your
application processed.
Based on your concerns, we have carefully reviewed your account, and we sincerely apologize for
the delay in processing and the confusing notifications you have received. Additionally, we regret to
inform you that the information you received in the letter dated December 12, 2023, is incorrect. We
do not need a new application and the payment information you were previously advised is also
incorrect. Again, we apologize for any inconvenience and confusion this has caused.
On December 20, 2023, our processing team re-reviewed your application for the **** **** and
determined that it is complete and able to be processed on all of your loans. Beginning January 17,
2024, you have a payment of $0.00 for 12 payments. Your next payment is due on January 17,
2025, we will send you additional information regarding how to recertify your income and family
information when it gets closer to your next due date
Customer Answer
Date: 12/23/2023

Complaint: ********

I am rejecting this response because:
Hi again,
Thank you for the response—I saw the note form Dec 12 2023 that you are telling me to ignore, as well as the one on Dec 20 2023 that you noted in your response that all 11 of my loans would be on the **** plan-“ On December 20, 2023, our processing team re-reviewed your application for the **** Plan and determined that it is complete and able to be processed on all of your loans. Beginning January 17, 2024, you have a payment of $0.00 for 12 payments. Your next payment is due on January 17, 2025, we will send you additional information regarding how to recertify your income and family information when it gets closer to your next due date.” I also see I was told incorrectly that I needed to reapply for the **** plan, but I had already reapplied by the time I had received your response. And THEN, on Dec 22 2023 I received a new letter saying as of 2/17/2023 I will owe $21.48 per month on my 11 loans for the next 12 months through 2/17/25 at which point they will be reassessed. But as of TODAY Dec 23, 2023, my account says I owe $9.30/ month starting 2/17/23 for the next year, the number I was given Oct 31 2023. Please see attached screen shots. So I genuinely still have no idea what is going on or what I actually owe for the next 12 months, or if it starts January 17, 2024 as you stated in your response on Dec 22 2023, or if my payments restart Feb 17 2024 like my account dashboard indicates. Also, there is still nothing addressing how the thousands of dollars of accrued interest will be fixed based on your company’s admitted mistakes regarding how my account has been handled. Thank you for your continued efforts in correcting these issues.

Sincerely,

******* ******
Initial Complaint
Date:11/29/2023
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.
Great Lakes student loans switched over to Nelnet recently, and it is impossible to get ahold of anyone. I am currently in school, which means none of my loans are due until 6 months after graduation. I have put in multiple requests stating I'm in school and that my loans need to be paused, and they haven't paused all of them. My account is currently delinquent and I am accruing interest when I shouldn't be. I have also sent emails and have spent hours on hold with no avail. No one gets back to me or even answers the phone.
Customer Answer
Date: 11/29/2023
This complaint is still valid. I had a phone conversation with a representative yesterday after almost 2 hours on hold. They said they are going to put a hold on my account since there was an issue (showing i owed when im currently enrolled in school) but i haven’t seen or heard anything yet. Please proceed with complaint
Business Response
Date: 12/08/2023
Pertaining to **** ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:11/28/2023
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.
They are mis-allocating my student loan payments. They are impossible to get in contact with. Emails go unanswered, and I have spent a total of 7 hours on hold with bo answer. It’s completely criminal to not be held accountable for the misuse of someone’s very hard earned money. I’m aggressive with paying my loans down and to see them get in the way of that and not answer for it is infuriating
Business Response
Date: 12/07/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:11/28/2023
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 am a 2020 Law School Grad and practicing attorney with a very large amount of debt. Student loans started back up in October and I was unfortunate enough to receive Nelnet as my loan service provider. In October - in an attempt to lower my outrageous monthly bill from 1,600 to 675 I enrolled in the SAVE program provided by the federal government and into Nelnet's automatic payments after my first payment was made. Putting my education into good use I read the terms and services, which stated that if the monthly payment was fulfilled for the month they will not credit your account and they will charge you on the date your loan payment was due, Mine is due on the 25th of the month. This was a huge lie - I was double charged by Nelnet in October 28 and after realizing the mistake and returning my funds they cancelled my automatic payment after trying again to charge me a third time on November 7 even though my payment was due on the 25th. I have tried to call them multiple times - but no one answers the phone. No one answers regardless of the time I call, I tried Chat as well but honestly - my computer mouse does a better job at helping me find information.
Business Response
Date: 12/04/2023
Pertaining to ****** ******** ******** federal student loan account, we reviewed their concerns and provided the attached response.
December 4, 2023
****** ******** ******
**** ********* **** ****
************ ** *****
Account: **********
Dear ******,
Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
(Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
lender, the **** ********** ** ********* ***), we service your federal student loans.

Your concern, as we understand it, is after signing up for auto debit, you were charged double in the
same month. The second payment was returned, and auto debit was cancelled. You are asking us to
manage our auto debit system to make it easier for you to repay your loans.

We apologize for any frustration this issue may have caused. Based on your concern and our review of
your account, we verified you spoke with a representative on November 28, 2023. They advised you of
your payment history and your returned payment. They also discussed loan forgiveness under Income
Driven Repayment (IDR) and Public Service Loan Forgiveness (PSLF).

You re-enrolled in auto debit on November 27, 2023. Your next payment of $808.91 will auto debit on
December 25, 2023, and the 25th of every month after December.

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
[email protected].
Sincerely,
***** **
Nelnet Loan Servicing
Initial Complaint
Date:11/28/2023
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.
Loan payments resumed in October. My Bill was $712.01 but the payment that was reinstated was for my original amount of $535. I set up my auto payment and ensured the total added up to the 712.01. The first payment was taken out for $712.01 on 10/18. On 10/21 Nelnet took an additional 166.47 out of my account making the total I paid in October $878.48. Knowing this was far more than the amount due, I went to NelNet and adjusted my payment. My bill still shows my total due is 535 and some change. So I adjusted my payment to take out 550.0 every month. Still more than my bill of $535. on 11/18 my payment of 550 was withdrawn, then on 10/21 Nelnet again took an additional $166.74 out of my account. I have called multiple times to get this resolved. I am put on hold for hours on end and never get to speak to anyone to resolve this issue. I have canceled my auto-debits to try to stop the additional payments but they just keep coming out. The only way to resolve the issue is to speak with a customer service rep, who never answers the phone. I would just like the additional payments to stop when I am paying my bill, in full every month.
Business Response
Date: 12/07/2023
Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:11/27/2023
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 waited on hold for 1 hour and 30 miniutes and no agent came to the phone. I received an email that my loan will resume payment Feb 2024. I went online to extend the forbarence until Dec 2024 since I am still unemployed. I then received an email the next day saying that I owe over $1k in student loans for my payment. I should not have a payment due until Dec 2024 since I am unemployed. Please help me. I then filled out the form on the website for email help and once I hit send I got an email back saying that since they are receiving alot of emails they cannot respond back to email. What's the point of filling out the form if you are not going to help.

I want to ensure that my loan payments does not start until Dec 2024 and that my credit bureaus will not get hit with a late payment from Nelnet since I do not owe until Dec 2024.

Please don't call just email me at ********************** for any correspondences and that everything is taken care of

My account number is **********
Business Response
Date: 12/01/2023
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. 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 received an email stating your payments will resume in
February 2024, however you are still unemployed. You called and waited on hold, but an agent did
not come to the phone. You went to the website and filled out the form, but you are unsure if the
process was successful. You are asking us to verify no payments are currently due.
We’re currently experiencing unprecedented call volumes, which is leading to long hold times. We
apologize for the inconvenience. We are committed to providing superior customer experience and
we look forward to a more positive relationship with you in the future.
Based upon your concern and our review of your account, we verified that we applied your
Unemployment Deferment to your account, effective through May 23, 2024.
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 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
Customer Answer
Date: 12/01/2023

Complaint: ********

I am rejecting this response because: I need more time. I just checked my nelnet account and it shows that now my payment does not start until July. You said that you are going to change that to May. I dont need it to start in may as I am looking for work. In my orginal email I sent to you I stated I wanted it to start in Dec. 2024. Can it not start during that time? Work with me!! Why change it to may when In my account it says July. Please resume it in Dec 2024

Sincerely,

****** ****
Business Response
Date: 12/13/2023
Pertaining to ****** ****** federal student loan account, we reviewed their concerns and provided the attached response.

We appreciate your Better Business Bureau Rebuttal case. We understand you still have concerns
related to your time in Unemployment Deferment and our previous response. You are asking that the
Unemployment Deferment remain on your account until December 2024 rather than ending May
2024.
We apologize for any frustration this issue may have caused. Unemployment Deferment is available
in six-month increments. If you remain unemployed and eligible for deferment in May 2024, you may
apply to extend your deferment for an additional six months.
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
[email protected].
Initial Complaint
Date:11/27/2023
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.
Every time you try to login to make a payment you have to reset the password. It is frustrating to have to do this every time. I have to wait for a code sometimes they don’t send such code. Have to enter my social every time.
Business Response
Date: 12/08/2023
Pertaining to ****** ******** federal student loan account, we
reviewed their concerns and provide the attached response.
Initial Complaint
Date:11/21/2023
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 am not liable for this debt with DEPT OF ED. I do not have a contract with NELNET. They did not apply me with the original contract as requested. I demand this account be removed from my credit report.
Business Response
Date: 12/01/2023
Pertaining to ******* ********
federal student loan account, we reviewed their concerns and provide the
attached response.
Business Response
Date: 12/13/2023
Pertaining to ******* ******** federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 12/16/2023

Complaint: ********

I am rejecting this response because: you have yet to provide the following documentation, as requested and required by the FCA to prove this debt is mine with Nelnet. all you are providing is documentation telling me that something is mine, but no actual proof with my signature.
I demand that you provide one of the following:
1. The contract that has the original wet ink signature document.
2. Electronic signature on document.
or
3. Video recording of me signing the document.
By law, if you do not provide one of these as proof, you must remove it from my account.
I am demanding you provide the required proof; and if you cannot, then I demand you remove this from my credit report, since you must accurately be reporting on my credit by law, as stated by the FCA. If you refuse to provide the following, I will move forward with bringing this to court, as it is my right to do so.

Sincerely,

******* ******
Initial Complaint
Date:11/17/2023
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.
The transaction was on October 6th 2023. I sent in my student loan payment and was paying off one of my loans. Nelnet said it was processing. When I went to check online a week later the payment had disappeared. I had to scour through the website and finally found a letter that said they didn't process the payment. I call my bank and Nelnet never sent the payment through. They never contacted me and they never attempted to reach my bank. I've spent the last month calling, emailing, and using their online chat. I have spent a collective 5 hours attempting to talk to someone. I finally talked to someone on November 11 2023 and they said they don't know why the payment wasn't sent and they can't do anything about it. I now have an extra month and a half of interest on the loan that should not exist. I want the extra accrued interest removed.
Customer Answer
Date: 11/20/2023
Hi,
I filed a complaint with BBB at bbb.org on Friday November 17th 2023. I also filed a complaint with the **** ******* ********** and the **** ********* ********* ********** ******* the same day for the same complaint against Nelnet. I gave both of these organizations my details so it is possible one of them forwarded the complaint to you. Please let me know if this is enough detail or what else I need to send you. Thank you!
Best,
******
Business Response
Date: 11/29/2023
Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the attached response.
November 29, 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.
Your concern, as we understand it, is that you made a payment on October 6, 2023, that was never
applied to your account. You did not realize the payment was not processed to your account until much
later, so you are asking us to remove any interest that accrued after October 6, 2023.
We apologize for any frustration this issue may have caused. Based on your concern and our review of
your account, we verified that a letter was sent to you October 6, 2023, when your bank could not
process the payment with the information you entered. Unfortunately, we are not able to remove any
accrued interest without a payment to your account. We have enclosed the notification for your review.
We noticed the mailing address you included with your inquiry is not the same address we have on
file. We may receive updates from your school or ** 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 ** at ************** or our
customer service team using the contact information provided at the end of this response.
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
[email protected].
Sincerely,
***** **
Nelnet Loan Servicing
Enclosure:
Letter dated October 6, 2023
TAHLEE S YICHYE
**** ********** ***
*** ***
********* ** *****
****
October 6, 2023
Action Needed: Your previous payment could not be processed. Please submit a new payment or apply for assistance
to bring your account up to date.
Account: **********
Dear ******,
Your recent payment of $2,010.73 could not be processed because your financial institution was unable to process the
transaction. Your Nelnet account may be past due as a result. If this returned payment previously paid your loan in full,
your loan may still have an active balance. Please verify your account information with your financial institution to ensure
future payments can be processed, and resubmit your payment at soon as possible using one of these payment
methods:
Please log in to your Nelnet.com account to view your current amount due, then choose Make a Payment. You can also
pay by phone at 888.486.4722 or mail your payment to the address listed below. If you mail your payment, please write
your account number, including the “E” as shown above, on your check or include the bottom portion of your statement.
**** ********** ** *********
**** *** ****
********* ** **********
Keep More of Your Money by Making Automatic Payments
Would you like to have your payments made on time, every time? Sign up for auto debit to have your payments
automatically debited from your checking or savings account, and receive a 0.25% interest rate reduction* on eligible
loans. Log in to your Nelnet.com account and choose Manage Automatic Payments from the Payments menu to sign up.
Explore Options to Lower or Postpone Your Payments
If you're having difficulty making payments, we have many options to help you lower or postpone your monthly
payments. If you'd like to quickly find out what other options you may be eligible to apply for, log into your Nelnet.com
account and select Repayment Options & Resources in the menu. You can also call us at the number below, and a
Nelnet advisor will help you explore your options.
Questions? We’re here for you. Visit Nelnet.com or 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.
Sincerely,
Your Nelnet Customer Service Team
*Your lender may modify or terminate its borrower benefit program at its discretion and without prior notice. Your failure
to satisfy benefit eligibility requirements may result in the loss of the benefit.

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