Student Loan Services
Nelnet - National Educational Loan NetworkHeadquarters
Complaints
This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,152 total complaints in the last 3 years.
- 285 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am trying to locate the response that was provided by Nelnet under Complaint #********* However, the link in the email with the Enter Code is no longer valid. I need the response to send to the Consumer Financial Protection Bureau, as they have committed fraud and are not abiding by the information in their response regarding the loans under the Borrower Defense Case Under Exhibit C of the Sweet v. Cardona Settlement being placed in an "administrative forbearance" until the Department of Education disperses the funds to the service providers (which is illegal - as you have probably seen in the news). They are not allowed to send any bills to loan holders UNTIL the Department of Education has dispersed the funds qualified under that settlement.
I need the response they sent under the above referenced complaint number to provide to the CFPB.
Business Response
Date: 10/12/2023
Pertaining to ***** ********** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:10/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My student loans were switched from ***** ***** ********* to NelNet. I confirmed my account when the transition occurred. I received no other email or text alerts since that time, including no warning that interest was to start accruing in September and loan payments were due in October. In the beginning of this month, I paid the complete amount owed on my remaining loan as well as the interest that had accrued (>$38) since September. Despite paying all that was owed plus interest, after my payment was processed, a principal balance of $1.50 was added.
I have tried to reach NelNet via telephone and email multiple times this week. I have been on the phone on hold for 30->120 minutes with no response ever despite stated wait times of only 30 minutes or less.
In this situation I am looking for a reimbursement of the principal balance ($1.50) and interest accrued over the month of September (>$38) given that if I had received notifications as I should have, I would have paid the entirety of my loan amount prior to interest accrual to avoid this.Business Response
Date: 10/12/2023
Pertaining to Danielle Laughlin's federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:10/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They are required by law to inform student loan holders about their repayment amounts and requirements as of Oct 1st and I have not received any contact from them, and they are not answering phone calls nor emails requesting this info.Business Response
Date: 10/10/2023
Pertaining to **** ********* federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:10/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since the hold on school loans payments has ended I have attempted to contact NELNET numerous times regardless of the time of day and have NOT spoken to “one” agent! I have allowed my phone call to be “on hold” for several HOURS, and STILL no one responds! It it extremely frustrating when there had been so many changes since the pandemic, and the options have changed it would be helpful to have an agent explain the PROS/CONS of the options offered. The only form of communication was through a chat (automated) that offers limited feedback without any resolutions,Business Response
Date: 10/13/2023
Pertaining to ******* ** ****** federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:10/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a full class member of Sweet v Cardona. Nelnet holds my loans. ********** services the loans held by Nelnet. ********** informed me that Dept of Education has denied my forbearance because Nelnet has been sitting on my discharge paperwork since July. The lawsuit forbids collections of any payment on schools covered by Sweet. My consolidated loans are co-mingled with a school that is not part of Sweet. Asking to be placed in Forbearance until this is cleared up.Business Response
Date: 10/13/2023
Pertaining to ******** ******* federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 10/13/2023
Complaint: ********
I am rejecting this response because there are no clear answers. Nelnet has had the information since July - when do you expect the discharge to take place?
Sincerely,
******** *****Business Response
Date: 10/25/2023
Dear ********, We appreciate your BBB Rebuttal case ********. We understand you still have concerns related to when your loans will be discharged in the borrower defense to repayment discharge. Based upon your recent correspondence received on October 16, 2023, no additional information was provided. Our determination dated October 13, 2023, will stand. We hope you find this information helpful. If you have any other questions, please call us at ******** ****, 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 ********** or email ***********************************
Sincerely,
Nancy J. Nelnet Loan Servicing
Initial Complaint
Date:10/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get into an income-driven repayment plan for three weeks. The link on Nelnet's website was down for several days. Finally I applied through the government website on September 19. I emailed Nelnet on September 21 and they have not responded to me. I have spent over an hour and a half on hold and cannot get through. Their automated system says there is no record of my application. I believe that this for-profit company is trying to force me to default on my loan by not responding to me or answering the phone.Business Response
Date: 10/11/2023
Pertaining to *** ******** federal student loan account, we reviewed their concerns and provide the
attached response.Initial Complaint
Date:10/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I lost my job on September 25 and need a deferment on my loans. I cannot get a hold of anyone via email or phone. I called their phone line twice only to be put on hold for 2 to 2 1/2 hours before finally giving up. I sent three emails, no response. I’m getting fucking sick and tired of not getting an answer!Business Response
Date: 10/11/2023
Pertaining to ****** ******* federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:10/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted NELNET the company that's handling my student loans. I have spoken with 3 agents who have provided me with information that appears to be miss information. My student loans were approved under the Biden Administration and I've been provided a letter that states my loans were forgiven. My balance was adjusted to $0.00 back in August. Then I went to review my Nelnet student loan account and the balance reappeared on my account. Since that time, I have made a couple of calls to Nelnet to have my account balance cleared out due to being approved for loan forgiveness. Now I'm being told different information and representatives have stated they get the information from student aid government as to when my account will be reflective and adjusted to a $0.00 balance. I requested for a supervisor to contact me back at ************ tonight to further discuss my student loan account. I should not have a balance owed as my account was cleared once, I strongly feel it can be cleared again. Please assist with my complaint against NELNET, thank you!Business Response
Date: 10/13/2023
Pertaining to ****** *********
federal student loan account, we reviewed their concerns and provide the
attached response.Prior to the forgiveness, you had applied for the borrower defense to repayment discharge with ED. ED
regulates, reviews, approves or denies borrower defense to repayment claims. We received notification
from ED on September 21, 2023, that you had been approved for discharge through the borrower
defense to repayment program. Because of this the balance of your previously forgiven loans was
reinstated so that the borrower defense to repayment discharge could be processed.
The borrower defense to repayment discharge backdates to the origination date of your loan and allows
for potential refund. Because this discharge dates back to the origination of your loan it is determined to
be a better option for you. Therefore, the balance was reinstated and a forbearance processed to the
account to ensure that nothing comes due or communication sent requesting payments while we workCustomer Answer
Date: 10/13/2023
Added loan forgiveness letter.Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
As the student loan payment hold comes to an end, Nelnet has placed one of my student loans in default before payments were even due which is negatively affecting my credit! Even worse, I’m unable to sign into Nelnet because they have my email address wrong so I’m not receiving any correspondence from them, and I’m unable to make any changes as the only way to fix my login is through my email, but I can’t update my email because I can’t log in. They have created an intentionally obtuse circular system to keep borrowers locked out. I’ve tried interacting with a human, but calls have over an hour wait and I’ve still not been able to contact anyone. Every troubleshooting option requires logging in or having access to the email they have on file.
I need access to my account and I need the default status removed and fixed on my credit reportBusiness Response
Date: 10/12/2023
Pertaining to *********** ***** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:10/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been on hold for 6 hours and counting. I started calling on Friday, couldn't get anyone. Then I called on Monday, was on hold for 2.5 hours before being bumped off, now it is Tuesday and I have been on hold since 5 am, getting bumped off every hour and having to start again, IT IS NOW 9:30 AM!!!!!!! This is for the SAVE program I applied to over a month ago. What's worse is that other borrowers are not being credited for thier payments. This behavior is unprofessional and VERY concerning.Business Response
Date: 10/10/2023
Pertaining to Kyrie Jackson's federal student loan account, we
reviewed their concerns and provide the attached response.
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