Complaints

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

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  Nelnet - National Educational Loan Network

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

  
• 

  Nelnet - National Educational Loan Network

  12165 W Center Rd Omaha, NE 68144-3962

  
• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

• 

  Nelnet-National Educational Loan Network

  3015 S. Parker Rd. #400 Aurora, CO 80014

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

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:10/20/2023

  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 are supposed to be in deferment and Nelnet is not following their contract or statement on the phone stating that it takes 3 day turn around for deferments to be processed. If you call Nelnet it says “deferment will be processed in 3 days” it’s been over a month. I have it recorded. They had me pay my student loan of $508.75. They are not following their contracts with their borrowers.

  

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/20/2023

  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 tried to contact Nelnet over 10 times to get the issue resolved with 4 of those a 2 hour wait time. There is no other way to contact them except phone. I’ve tried email and the live chat & haven’t received a response. I was over charged for my loans as I did not receive a government refund for part of them when the Biden admin opened up potential student loan forgiveness. Loans that were paid off in the past were re-opened and “refunded” but not totally in my case. I have uploaded all bank statements and other relevant documentation so that it could be investigated. There has been no follow-up or contact regarding the status of the investigation. There is nothing on the recommended website that is helpful as this issue is so specific. I went ahead and paid the loans due to the high interest building up so quickly and figured the process to resolve may be lengthy. Please contact me and let me know this is being looked into as there is no other way to reach out other than the automated system.

  

  Business Response

  Date: 10/27/2023

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

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the reply did nothing to resolve the issue of not being able to contact Nelnet. The phone line has wait time of over 2 hours and the email has an automatic response of Nelnet no longer replying to email due to the volume. I would like for a phone call to be arranged with me at 706-961-7624 as the documents I submitted are the ones requested months ago & Im not sure what further documentation I can provide. Thank you!
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 11/28/2023

  Hello,

  
  

  This complaint has been submitted to our accounting department for further research. Please extend the due date to 12.11.2023.

  
  

  Thank you, 

  ***** *****

• Initial Complaint

  Date:10/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nelnet took over my student loans from Fedloans. I NEVER authorized ******** nor Nelnet to auto debit payments from my bank account, however, Nelnet automatically debited almost $2,500 from my checking account. Again, I NEVER signed an ACH debit agreement with Nelnet, EVER. When I attempt to call Nelnet, even at 8am their opening hours, I cannot get a person on the phone. On more than one occasion, I have waited to speak to an agent for 1.5 hours only for the line to hang up. I've also sent several emails and have gotten zero response. I asked them via email to provide me a copy of the document I supposedly signed authorizing auto debit from my checking account and I haven't heard a single thing from them. I believe this company is fraudulent.

  

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/20/2023

  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 spoken several times to Nelnet.They failed to process my consolidation for the purpose of IDR which is now the Save plan and my application for IDR. Federal Aid submitted my
  applications on June 23,2023.Nelnet representatives repeatedly told me that they did not see my applications that Federal student Aid submitted.I was then placed on administrative forbearance so that in their words "they could straighten this out".I received a bill today with payment amount of 349.57 which is way over the $18 and $23.00 a month I was quoted under the Save plan.My loan balance was also Increased by $237. This has caused me much duress.I have had wait times of over 3 hrs to speak to representatives who flat out lied about my applications.I qualify for the Save plan and a lower payment.I feel that Nelnet is refusing to honor the Save Plan by not processing applications. The bill today also stated to be patient because they just received my applications on October 7. They received my applications like I said before on June 23 from Federal Student Aid,well in advance of my payment date of October 24. I should not be penalized with a higher balance and payment because of btheir continuing failure to due their job and process applications.

  

  Business Response

  Date: 10/30/2023

  October 30, 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 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 consolidated your loans on June 23, 2023 for the
  purpose of income-driven repayment and you submitted your Saving on a Valuable Education
  (SAVE) application at that time. Nelnet representatives have told you they did not see a SAVE
  application having been received. A SAVE application was received on October 7, 2023; however, it
  has not yet been processed. You are asking us to process your application.
  
  We apologize for the frustration you have experienced regarding this issue. On October 5, 2023,
  during a telephone conversation with a Nelnet representative, we advised that your loans had
  previously been consolidated in 2017, so a SAVE application was not on file. We advised another
  IDR application needed to be completed.
  
  Based upon your concern and our review of your account, we verified your most recent IDR
  application was received on October 7, 2023, and is in a workflow queue awaiting processing. We
  will notify you when your payment plan has been updated.
  
  We hope you find this information helpful. If you have any other questions, you may call us at ****
  ******** 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 ********************************** **
  ***** **********.
  Sincerely,
  
  *** **
  Nelnet Loan Servicing

  Customer Answer

  Date: 02/16/2024

  That is what they were telling me and my emails that it was being processed.My last email from them was Dec 26,2023.They were suppose to be giving updates every 7 days.I had representatives that have given me false information,after spending 4-5  hours on phone with them.I have been told payments were to bec18 a month,now it's 349.They tell you one thing then say oh sorry I gave you wrong information.In the mean time the administrative forbearance that THEY put me on is adding thousands of dollars in interest.
  

  

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  ****** *******
  **** ****** ******
  ********* ** *****
  
  Account: **********
  
  Dear ******,
  
  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Better Business Bureau forwarded your inquiry to us for a response. On behalf of your
  lender, the U.S. Department of Education (ED), we service your federal student loans. We take your
  concerns seriously and appreciate the opportunity to respond.
  
  Your concern, as we understand it, is that you have not received an email regarding the status of
  your Income-Driven Repayment (IDR) Plan since December 26, 2023. You believe your payments
  should be $18.00 per month but they are now $349.00. You are asking us to process your
  application and remove the accrued interest.
  
  We apologize for the experience you described regarding our email communication regarding your
  IDR status. We have documented your concerns, and we will use this information for process
  improvements. We look forward to a more positive relationship with you in the future.
  
  On February 19, 2024, our processing team reviewed your IDR application. We verified that the
  Income-Contingent Repayment (ICR) Plan originally processed on October 7, 2023, is correct.
  Additionally, on January 9, 2024, we verified the ICR amount of $349.57 is correct. Moving forward
  your monthly payment will be $349.57. The first payment will be due on April 5, 2024. We are unable
  to make any adjustments to your account.
  
  If you believe the monthly payment amount is too much for your budget, and if your situation has
  changed, you can request a recalculation through your online account at **********.
  
  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 **********.
  Sincerely,
  
  *** **
  Nelnet Loan Servicing

• Initial Complaint

  Date:10/20/2023

  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 company is continuously reporting fraudulent account information on my report. I have asked them numerous times to validate this debt, as is not mine, and no proof has been sent to me in the last 3 months. I have been trying to get information about the debt, and at this point they are negligently reporting erroneous accounts degrading my reputation. NELNET LOAN SERVICES INC is violating numerous Federal Consumer Laws including Deceptive Trade Practices (15 USC 1692e), Harassment (15 USC 1692D), Validation of Debts (15 USC 1692g), Unfair Practices (15 USC 1692f) and Furnishing Deceptive Forms (15 USC 1692j). Each of the federal violations I am entitled to $5000. I demand this account removed IMMEDIATELY. 7 days from this date I will file suit.

  

  Business Response

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/19/2023

  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.

  After acquiring my loan from my original servicer, This student loan servicer has been processing my application for over a month; they say I should be informed by phone within 3 days and I am still in the dark. my loan is due in a few days and they have not contacted me to inform me of what needs to be done. I have called several times to be put on hold for over 2h then get disconnected. I have sent emails that have been unanswered. I do not know what to do

  Customer Answer

  Date: 10/19/2023

  I do not understand what you are referring to. I wrote the complaint in my own words and from my own experience. I want to understand what in the world is happening. 

  Please let me know what else I can do.

  ****

  

  Business Response

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/19/2023

  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.

  To Whom it may concern,
  
  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.
  
  09 WOOD RESIDENTIAL SERVICES ACCT #: *******BAL. $760.00
  
  Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business Response

  Date: 11/24/2023

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

  

  Business Response

  Date: 11/27/2023

  Dear Corey,  Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing (Nelnet). The Consumer Financial Protection Bureau forwarded your inquiry to us for 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 you recently received a copy of your credit report and found a number of incorrect items. You are asking us to confirm or delete the information. Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to consumer reporting agencies 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 consumer reporting agencies (CRAs). Our investigation indicates the data accurately reflected your loan status at the time it was furnished. On September 7, 2017, we sent you the enclosed repayment schedule showing your payment of $130.29, was due on November 4, 2017. Due to the continued delinquency occurring on your loans, the data we furnished between February 2018 and November 2018 reflected your past due status. On November 1, 2018, your account was no longer past due because your loans were transferred to ED’s Default Resolution Group. While your loan was in repayment, we sent you billing statements each month. When your account became past due, we also tried to reach you in other ways such as calling, texting, and sending both email and postal mail to help bring your account up to date.  If you disagree with our initial decision, please send us new information including the basis of your dispute and supporting documentation to address in this letter. Please be sure to include your account number.  We hope you find this information helpful. If you have any other questions, you may call us at *********** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday through Wednesday, and 8 a.m. to 6 p.m. Thursday through Friday. You can also email [email protected] or visit Nelnet.com.  Sincerely,  Lara H. Nelnet Loan Servicing 

• Initial Complaint

  Date:10/19/2023

  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.

  Unable to reach any representative in regards to student loan auto payment adjustment. Seeking to increase my student loan payment and several inquiries are stating it is impossible to increase monthly payment in order to pay off student loan faster. That will result in more interest. This should be illegal. I should be able to decide the amount I want to pay off for my student loans, especially if I'm trying to pay MORE.

  Customer Answer

  Date: 10/19/2023

  I submitted this claim. It was not a third party submission.

  

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NELNET INTENTIONALLY DODGES COMMUNICATION WITH ITS CUSTOMERS SO THAT IT CAN PRETEND THAT IT IS THE CUSTOMER NEGLECTING THEIR LOAN PAYMENT OBLIGATIONS!… I BELIEVE IT IS SO THEY CAN RAKE UP INTEREST AND/OR GARNISH WAGES. I HAVE CALLED NELNET MULTIPLE TIMES SINCE PAYMENTS WERE REINSTATED AND THEY LIE ABOUT THE WAIT TIME AND ALL TOGETHER NEVER ANSWER! I WOULD LIKE THIS TO BE INVESTIGATED PLEASE! THE PEOPLE MANAGING HOW NELNET RUNS SHOULD PAY ME EVERY MONTH INSTEAD. Thank you.
  
  PS- THE FILE UPLOADED BELOW IS ONE OF MANY EXAMPLES OF HIW LONG I WAS ON HOLD FROM THE VERY BEGINNING AFTER BEING TOLD THAT MY WAIT TIME WAS “MINUTES”.

  

  Business Response

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/18/2023

  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.

  Company refuses to answer phone within provided window of call hours. Locked my account that is tied to my credit and has sent me emails and phonecalls, but when returned or attempting to access the site provided I am denyed access until I call them. They will not answer the phone. They only time I got a attempt to speak with someone they hung up before I could speak. I feel as if they want me to incur fines and other late fees to they may proceed to charge me more.

  

  Business Response

  Date: 10/26/2023

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

  Customer Answer

  Date: 10/26/2023

  This issue has been resolved with nelnet, my account was simply not registered and I had technical errors which lead to a inability for me to reach them. I have been in contact with the provider and have fixed all technical issues and no longer require any further action. My apologies to the BBB and Nelnet for my confusion.