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.
286 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:11/13/2023
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.
In August 2023 I called Nelnet, my student loan servicer, to switch my payment plan from the graduated repayment plan (plan that starts with a low payment and incrementally increases over the years) to a standard repayment plan (set payment amount for the duration of the loan lifecycle). The individual I spoke to said she would be able to switch my plan without issue, and also remove my deferment because I was automatically placed on it without wanting it. I wait for over a month and find that my plan has not been switched over. I call back again, this time on hold for over an hour. I was told that the prior customer service representative did not execute the plan switch correctly. She promised she would have it corrected. It was not. So I called back again, for a third time, now on hold for over an HOUR AND A HALF, this time practically begging for help. She said it was corrected, that a confirmation would be coming.

I waited. And waited, until about two weeks pass by and I log into my account to find that it is completely messed up. Loans deferred, wrong plan, wrong payments.

I need help because I cannot get this resolved on my own. I am not a borrower who is looking to defer my loans or find my way out of an obligation. I want to pay these loans down and not get buried in interest, and I am doing my best to get on a plan that will allow me to stay ahead of interest and pay these down in a manner I can afford.

Nelnet's incompetence creates serious risk for borrowers. I am at risk for getting buried in interest by setting payments so low, combined with a lack of transparency on how to make a principal payment to offset this nightmare, I don't know how to protect myself from a financial harm I am trying to avoid and Nelnet has represented as being available to me without additional approval processes. I need my account corrected immediately because the outcome of this could result in months and even years of hardship.

Please help.
Business Response
Date: 11/22/2023
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 you requested to place your account in the Extended
Standard Repayment plan and remove the Graduated Repayment plan and any deferments. After
several requests, your loan was not removed from the Graduated plan and a portion of your loans
were placed in deferment. You are asking us to remove all deferments and place all your loans in
the Extended Standard plan.
We apologize for any frustration this issue may have caused. Based on your concern and our review
of your account, we verified the deferment was removed from your account and your loans were all
placed in the Extended Standard plan. You have a payment of $778.60 due on the 2nd of each
month. You are enrolled in auto debit and are receiving the .25% interest rate reduction.
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., an
Business Response
Date: 01/04/2024
Pertaining to ********* ******* Federal student loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 01/07/2024

Complaint: 20855725

I am rejecting this response because: for the same reason as last time, the accrued interest that generated due to no fault of my own is not being credited back.

Sincerely,

********* *****
Initial Complaint
Date:11/13/2023
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.
I have been trying to get a hold of Nelnet by phone and email with no response. They withdrew a payment of $876.28 on 10/31/23 and I did not receive a letter in the mail or email that this amount was going to be deducted from my account on this day. I cannot afford this monthly payment at this time and signed up for a lower monthly payment. I need the $876.28 credited back to my bank account as soon as possible as I have other bills to pay. I am waiting on a response regarding an application I submitted for a lower monthly payment in the meantime.
Business Response
Date: 11/22/2023
Pertaining to ******** ********* federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because:

I understand that I had my account set to auto-debit, however I did not receive prior notification that my account would be charged on that date and that payments would resume on that day, which I find mortally wrong for such a big company. I would like to receive a refund and will make the minimum payment as soon as possible.

Sincerely,

******** *******
Business Response
Date: 12/05/2023
Pertaining to ******** *********
federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:11/10/2023
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 student loan servicer took over my student loans. I applied under the new SAVE program to reduce my monthly payments. They have sent me multiple different payment amounts in the last month. I do not know which is correct and 2 of the 3 are higher than the original amount under the income driven program. They have extensive 2-3 hour hold times, they do not respond to emails sent to them directly or submitted via their website to straighten this out. They did not put the loans on Pause as directed by the Federal Department of Education to correct these issues as stated by the DOE. I cannot afford the high loan amounts. I want to repay my loans but I need these to get correct to the reasonable rate offered under the SAVE program. I am happy to provide emails from them. I will not attach them to this email request until I am contacted.
Business Response
Date: 11/22/2023
Pertaining to **** ********* federal student loan account, we reviewed their concerns and provide the
attached response.
Business Response
Date: 12/06/2023
Pertaining to **** **********
federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 12/08/2023

Complaint: ********

I am rejecting this response because:
I did finally speak to someone who knew little about the process and accounts. I still do not have accurate information online to due dates and amounts. I do not care how many places they service. If they cannot handle the volume they need to reorganize to be more efficient. Yes the accounts are past due because the loans are in deferment until the consolidation is complete. Obviously they did not say that in their response.

Sincerely,

**** ********
Initial Complaint
Date:11/06/2023
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.
My student loans were transferred to this company a few months ago without my approval. There are several issues I have been trying to get resolved via multiple phone calls over the last 2 months and an email (since I was never able to get ahold of anyone via phone) and even the email response was automated and didn’t resolve my issue. I am very concerned since I owe them over $85k and being unable to communicate with anyone makes me leery of the legitimacy of their company.
Business Response
Date: 11/14/2023
Pertaining to ******* ******** federal student loan account, we reviewed their concerns and provide the
attached response.
November 14, 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. We take your
concerns seriously and appreciate the opportunity to respond.
We are currently experiencing unprecedented call volumes, which is leading to long hold times. We
apologize for the frustrations you experienced while trying to reach us to discuss your loan balance.
We have submitted a request for one of our agents to contact you by phone to go over your
concerns. Please watch for our calls.
We have enclosed your payment history, loan disbursement detail, and account summary letters for
your records.
Update Contact Information
We noticed the 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, 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

Enclosures:
Payment History Letter
Loan Disbursement Detail Letter
Account Summary Letter
November 14, 2023
******* *******
**** ******** *****
******* ** *****
Info: Your Payment History Enclosed

Account: **********
Dear *******,
As requested, a copy of your payment history is enclosed for your records.
The interest of your student loan(s) is calculated using the daily simple interest method. Your interest accrues at a daily rate based on the principal balance and interest rate of your loan(s). To calculate how much interest has accrued on your account since your last payment or since the interest was last satisfied, do the following:
1) Multiply the principal balance by the interest rate
2)Divide this amount by 365.25 which is the number of days per year
3) Multiply the daily rate by the number of days since your last payment or since the interest was last satisfied
4) This is the amount of interest that has accrued on your account,
Please note that when a payment is received your payment is applied first to the interest and then to principal. Please refer to your repayment schedule for detailed information regarding your repayment term.
On March 27, 2020, the President signed the CARES relief act, which provided an interest waiver effective March 13, 2020. For any loans that had na outstanding balance on or after March 13, 2020, the beginning and end of this period will be noted as "BEGIN TPD INTEREST SUPPRESSION" and 'END TPD INTEREST SUPPRESSION". Please note that this is not related to the Total and Permanent Disability Discharge program.
Questions? We're here for you. Visit Nelnet.com or call us at 888.486.4722. View our current hours at Nelnet.com/contact.
Sincerely,
Your Neltnet Customer Service Team
Enclosure
Account Summary for ******* *******
Prepared on November 14, 2023
Payments Made to Account **********
Loan Summary for Account ********** Loan 1
Loan Transaction Detail for Account **********, Group AA Loan 1
Loan Summary for Account ********** Loan 2
Loan Transaction for Account **********, Group AB Loan 2
Loan Summary for Account ********** Loan 3
Loan Transaction Detail for Account **********, Group AC Loan 3
Loan Transaction Detail for Account **********, Group AD Loan 4
Loan Summary for Account ********** Loan 5
Loan Transaction Detail for Account **********, Group AE Loan 5
Loan Summary for Account ********** Loan 6
Loan Transaction Detail for Account **********, Group AF Loan 6
Loan Summary for Account ********** Loan 7
Loan Transaction Detail for Account **********, Group AG Loan 7
Loan Summary for Account ********** Loan 8
Loan Transaction Detail for Account **********, Group AH Loan 8
Loan Summary for Account ********** Loan 9
Loan Transaction Detail for Account **********, Group AI Loan 9
Loan Summary for Account ********** Loan 10
Loan Transaction Detail for Account **********, Group AJ Loan 10
Loan Summary for Account ********** Loan 11
Loan Transaction Detail for Account **********, Group AK Loan 11
Loan Summary for Account ********** Loan 12
Loan Transaction Detail for Account **********, Group AL Loan 12
November 14, 2023
******* *******
**** ******** *****
******* ** *****
Info: Loan Disbursement Detail
Account: **********
Dear *******,
The following information shows the disbursement of your loans. It is possible for an individual loan to have multiple disbursements. If you have any questions about the disbursements of your loans, you may wish to contact the schools. You can verify your loan details at the National Student Loan Data System (NSLDS), which is the U.S Department of Education central database for student aid, at nslds.ed.gov.
Generally, your school will disburse (pay out) your loan money in more than one installment, usually at the beginning of each academic term (for example, at the beginning of each semester or quarter). If your school does not use academic terms or does not have academic terms that meet certain requirements, it will generally disburse your loan in at least two installments, one at the beginning of the period of study for which you are receiving the loan, and one at the midpoint of that period of study. Your school determines the schedule for disbursing your loan money in accordance with the Act.
Disbursement Detail for Account ********** Loan 1
Disbursement Detail for Account ********** Loan 2
Disbursement Detail for Account ********** Loan 3
Disbursement Detail for Account ********** Loan 4
Disbursement Detail for Account ********** Loan 5
Disbursement Detail for Account ********** Loan 6
Disbursement Detail for Account ********** Loan 7
Disbursement Detail for Account ********** Loan 8
Disbursement Detail for Account ********** Loan 9
Disbursement Detail for Account ********** Loan 10
Disbursement Detail for Account ********** Loan 11
Disbursement Detail for Account ********** Loan 12

November 14, 2023
******* *******
**** ******** *****
******* ** *****
Info: Your Account Summary.
Account: **********
Dear *******,
The following detailed information pertains to loan(s) serviced at Nelnet:
Account Summary:
Nelnet Loan Summary:
Please mail payments to:
********** ** *********

*** *** ****

********* ** *********
Please make your payments payable (in U.S dollars) to *** ********** ** *********. To ensure proper crediting, please include your account number or your payment or include the bottom portion of your statement with your payment. If you do not have a statement, please log on to our website to print your most recent statement.
Questions? We're here for you. Visit Nelnet.com or call us at 888.486.4722. View our current hours at Nelnet.com/contact.
Sincerely,
Your Nelnet Customer Service Team

*Accounts with a Next Payment Due Date in the past are considered delinquent.
**The Outstanding Balance reflects the total of your principal balance plus any accrued interest and fees for all of your Nelnet-serviced federal student loans.
***FFELP denotes loans disbursed under the Federal Family Education Loan Program
***Direct denotes loans disbursed by the Department of Education under the Direct Loan Program
*** An "S" loan type denotes a Subsidized loan, a "U" loan type denotes an Unsubsidized loan.

NOTE Your amount due is subject to change for reasons including but not limited to adding, removing, or changing an alternate payment amount, canceling auto debit, the addition of a deferment or forbearance that covers the debit date, or the addition of new loans to your Nelnet account. This also includes a loan/group pending a final payment in which interest accrual is an estimation and could be impacted by rounding on the actual debit date and additional payments submitted to pay off a loan.

Customer Answer
Date: 11/14/2023

Complaint: ********

I am rejecting this response because: I am not contacting them about my loan balance. No one tried calling me today so we'll see if they actually reach out to me to get these serious issues resolved. My auto pay (for almost $1200) didn't go through in Oct due to their error, which made my balance and interest level higher. There is an issue with my auto pay where it is now set to deduct in Oct 2024 with no way to change that which is costing me money since that should reduce my monthly interest rate. I am also unclear why it says my monthly payment is 0 yet I owe money. That also makes no sense. For these reasons, I need to speak to someone, I don't need my loan balance. I will await their call...

Sincerely,

******* *******
Business Response
Date: 11/28/2023
Dear *******,
We appreciate your BBB Rebuttal case. We understand you still have concerns related to your account and our previous response.

We have reviewed your account and see that you have spoken to a Nelnet Advisor regarding your concerns on November 15, 2023. If your concerns have not been fully resolved, please contact our Solutions Center at 877-402-5795 between the hours listed below and a Resolution Specialist will be happy to assist you.
We hope you find this information helpful. If you have any other questions, you may call us at 877- 402-5795 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, ****** *.
Your Nelnet Customer Service Team

P.O. Box 82561 | Lincoln, NE 68501 | p 888.4
Initial Complaint
Date:10/31/2023
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.
Date of the transaction/Amount of money you paid the business
- Loan was issued on 8/12/2023 in the amount of $5,250.
- Payments were made to Nelnet on August 23rd, September 07th, September 13th with amounts of $500, $500, and $2,239 respectively.
- The loan was cancelled on 09/13/2023

What the business committed to provide you:
- A full refund of the amount paid towards the now cancelled loan (total $3,249)

What the nature of the dispute is:
Nelnet has failed to provide a refund. Furthermore they have failed to provide any indication of when or if a refund will be provided. The transactions have been removed from their website portal. When I was able to contact their support department I was told to contact Federal Student Aid who informed me that ONLY Nelnet can provide this refund. Now, their contact phone is completely unreachable and disconnects after I input my information. So I can't even wait on hold for the 3+ hours it typically takes to reach a customer representative.

Account: E611549690
Business Response
Date: 11/06/2023
Pertaining to *** ********* federal student loan account, we
reviewed their concerns and provide the attached response.
Business Response
Date: 12/12/2023
Pertaining to *** ********* federal student loan account, we reviewed their concerns and provide the
attached response.
We appreciate your BBB Rebuttal case ********* We understand you still have concerns related to
when you will receive your refund.
We apologize for your continued frustrations due to your refund. Based upon your recent
correspondence received on December 4, 2023, no additional information was provided. Our
determination dated November 6, 2023, will stand. The U.S. Department of Treasury must approve
refund requests before funds can be issued back to the remitter of the payment. While this process
usually takes four to six weeks, due to the high volume of refund requests, we cannot provide a time
frame for when you will receive your refund.
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
Customer Answer
Date: 12/13/2023

Complaint: ********

I am rejecting this response because:
Once again you have failed to respond to any of my points from the previous message. Your suggestion to reach out to your support team directly is useless if I am unable to speak with anyone. You have been impossible to reach directly and have repeatedly provided conflicting and inaccurate information. The idea that an acceptable resolution to this complaint is a promise from you that I will receive a check one day before the sun burns out is ludicrous. It has now been 3 months since I was first due for a refund and I am no closer to receiving it than I am today.

Sincerely,

*** *******
Initial Complaint
Date:10/30/2023
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 Education/Nelnet. i do not have a contract with Debt Recovery Solutions, LLC, the did not provide me with the original contract as I requested.
There are currently 3 accounts from this company on my report with a reported balances of the following: (1) $4,721 (2) $2,409 (3) $1,841.All three of these accounts should be deleted or updated to paid in full in payment history from my *********** ********* *** ******* as it has a negative effect on my credit report.
In pursuant to the Fair Debt Collection Practices Act.

I'm just mailing you to let you know, respectfully, that you are incorrectly reporting some information on my credit report. I'm pretty frustrating to be honest, but I know that mistakes happen. I trust you'll fix the situation. Here's the wrong info account numbers: xxxxxxxxxxx 1231,
xxxxxxxxxxx 1131, xxxxxxxxxxx 1031.

You should also be aware that sending unsubstantiated demands for payment through the United States mail system might constitute mail fraud under Federal and State law.

You may wish to consult with a competent legal advisor before your next communication with me.

I keep immaculate records of payment history across all my bills and accounts, and there should be no late payments showing here.

Inaccurate late payments like this are preventing me from obtaining credit that I'm trying to apply for because it's lowering my credit score big time. I've already been in talks with some experts who have informed me that there are laws to ensure that inaccurate credit information can't be reported.

I take this very seriously and I would appreciate it if you remove the late payment marks off this account as soon as possible.

In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
Business Response
Date: 11/08/2023
Pertaining to ****** ********** federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 11/14/2023

Complaint: ********

I am rejecting this response because: The document provided does not pertain my wet signature and is in violation of the USC codes and my rights mentioned in the original complaint please update the accounts to paid in full with with positive history or delete them completely as It has a negative baring on my credit reports thank you.

Sincerely,

****** ********
Business Response
Date: 11/27/2023
Dear Saleem,

We appreciate your BBB Rebuttal case. We understand you still have concerns related to the validity of your promissory note because it lacks a wet signature. You still feel your rights are being violated by data furnished to the consumer reporting agencies.
Your latest concern dated November 14, 2023, raises no new concerns and provides no new data. Our decision dated November 8, 2023, will stand.

The Freedom of Information Act (FOIA) debt verification requirements allow an agency to provide requested records in any form or format readily reproducible. In providing a clear, legible photocopy of your promissory note, Nelnet has complied with the FOIA requirement to provide valid debt verification.
The Electronic Signatures in Global and National Commerce Act passed in June 2000 states any contract with an electronic signature may not be denied legal effect or ruled unenforceable because it was created digitally. ED has designated the FSA Personal Identification Number as the electronic signature for federal student loans. Use of this number when applying electronically for your Direct Stafford Loan in February 2012, gave the application the same legal integrity as documents bearing an inked or wet signature.

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

P.O. Box 82561 | Lincoln, NE 68501 | p
Initial Complaint
Date:10/25/2023
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 student loans have started. I haven’t been calling and emailing them, and no response from them.
Business Response
Date: 11/22/2023
Pertaining to *********** ****** federal student loan account, we
reviewed their concerns and provide the attached response.
Business Response
Date: 11/27/2023
Dear ************ Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond. As we understand it, you assert your student loans have started and you’ve received no response from us. On November 9, 2023, we sent you the enclosed letter addressing your concerns submitted to the Consumer Financial Protection Bureau. If you have additional questions you may reach us at the phone number at the end of this letter. We hope you find this information helpful. If you have any other questions, you may call us at *********** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You can also email ********************************** or visit Nelnet.com. Sincerely, ***** *. Nelnet Loan Servicing Enclosure: 11.09.2023 Letter
Initial Complaint
Date:10/25/2023
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 a customer of ***** ***** **** ********, and now i am being told i am now part of Nelnet, i have been trying to talk to someone and no one has gotten back to me. they say my payment is overdue, but i have never received a bill in the mail, like i have done with ***** ***** **** ******* ********. not only did i pay but did it early...all the time. now this new place, called Nelnet is ruining my exceptional credit by saying I'm late with my payment. I'm on hold right now and been holding on the phone for 30 minutes or so. it is certainly not a very reliable business for me, so far. i don't know what to do, as i can't reach anyone to ask these questions. i have been emailing every day since i got this email saying I'm overdue
Business Response
Date: 11/10/2023
Pertaining to ****** ******** federal student loan account, we
reviewed their concerns and provide the attached response.
November 10, 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. We take your
concerns seriously and appreciate the opportunity to respond.
As we understand it, you assert you haven’t received a statement from us and have experienced
issues reaching us via phone.
We send your monthly statements and other important correspondence to your Nelnet.com account
based on your preference for electronic correspondence. We will send you email reminders when
new documents are available to view in your Nelnet.com account.
We sent a statement via electronic correspondence on September 15, 2023. An email is sent to you
advising you have a document waiting for your review in your online account. You can update your
delivery preference by logging into your online account at Nelnet.com.
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 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: 12/01/2023
Pertaining to ****** ******** federal student loan account, we
reviewed their concerns and provide the attached response.
December 1, 2023
****** ** ******
**** ****** ***** **
******* ** *****
Account: **********

Dear ******,
We appreciate your feedback regarding our response to the Better Business Bureau. We understand
you still have concerns related to our November 22, 2023 response. You are requesting the amount
you will be fairly charged.
We apologize for the frustration this issue has caused. The Coronavirus Aid, Relief, and Economic
Security Act (CARES Act) directed student loan servicers to postpone payments for federal student
loans for which ED is the lender. On August 31, 2023, the CARES Act provisions ended. When the
forbearance ended, your previous payment schedule with ***** ***** *********** **** ********,
**** ********, continued with us. We have enclosed a copy of your Payment Schedule and
Disclosure from ****** dated June 11, 2017.
The first $50.00 payment following the payment pause was due October 7, 2023. Please contact us
if you need assistance bringing your account current.
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.
Enclosure:
Payment Schedule and Disclosure
Customer Answer
Date: 12/06/2023
did they get back to you with an answer? All's I wanted to hear was that this whole debacle was going to be handled fairly. As a senior citizen, i only want what is fair. I believe in paying my bills, as i have done all my life. I just need a bill to be mailed to me. Not, a late notice in my email? I still have not heard from this business. I have not received a bill yet, either? Wil you reach out an let me know what they have said, or you couldn't get through either?
Thanks, in advance, ****** ******
Initial Complaint
Date:10/24/2023
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.
Two hours on hold now, but I'm calling to fix my credit report from over five years ago being that you were stripped of the loan and I don't owe you anything. You lied to me when I was unemployed and now I'm having issues with Sallie Mae even after you shipped my loans off to *******, were stripped of my loan and I was sent to **********, and now ********** and gov are both saying Nelnet is the only one that can fix this... 2 hour hold time really guys? Just asking to clear my report now that you don't own that account and whoever handled the request didn't do what they said they would.
Business Response
Date: 11/01/2023
Pertaining to **** ********* federal student loan account, we reviewed their concerns and provide the attached response.
Customer Answer
Date: 11/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for assisting in correcting this information.

Sincerely,

**** *******
Initial Complaint
Date:10/23/2023
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 attempted to resolve my payment with Nelnet since September. I have sent correspondences and called with no answers to my requests.
My loan should not have been in repayment status since I was a half-time student. It showed that I owed zero dollars so I assumed it was handled. It was then posted in Sept to my account that I would owe a payment in October. I sent emails to them, no answer. I put in the deferment form to cover myself, no answer. I have called them three times, no answer. I made the payment on Oct. 22 , as was stated due to make sure I did not get a credit hit. When I make a payment on that date (today) it says I will be charged a late fee. My payment was due today and I paid it even though I should not have to pay because I meet the deferment requirements. I have done my due diligence as a consumer yet this company fails to do theirs.
Business Response
Date: 10/27/2023
Pertaining to ******* ********* federal student loan account, we reviewed their concerns and provide the
attached response.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Nelnet - National Educational Loan Network is BBB Accredited.