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Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2023

      Type:Customer Service Issues
      Status:
      Answered
      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 student loan servicer website login has been down for several months. It is not possible to login to any student account to view loans or modify payments and has not been for some time. I emailed them to notify and have not received any response. This is extremely problematic given that the student loan pause is over and payments are coming due. Any person with a loan serviced by Nelnet CANNOT LOGIN and view their loans, setup auto payments, etc.

      The error says that the security certificate has expired which should be a simple fix on their end. Please help all student loan recipients who have the misfortune of being serviced by Nelnet

      Business Response

      Date: 10/05/2023

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

    • Initial Complaint

      Date:10/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      On September 8, 2023, the Securities and Exchange Commission made a $10.000.00 payment on my student loan. As of today, I have not been able to get Nelnet to apply the payment to my account, nor has anyone responded to my emails regarding this matter.

      I have made numerous calls to this organization and been on hold from 2-3 hours just to be told someone will get back to me. I asked that payment be applied over the months as ***** ***** did in previous years.

      I am requesting for someone in the corporate get back to regarding this matter to prevent derogatory information being placed on my credit reports.

      I thank you in advance for your assistance regarding this matter. Have a wonderful day.

      Business Response

      Date: 10/11/2023

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

    • Initial Complaint

      Date:10/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      On 9/26/23 I paid loan off in full. The money has been removed from my account but still not posted to Nelnet. I cannot reach anyone on phone, hours on hold with no answer. Emails are not returned. The money has been paid. Account ********** for ******* ******** (my son). Resolution is for them to post the payment and wipe any interest since that payment date showing account paid in full.

      Customer Answer

      Date: 10/03/2023

      Issue has been resolved. Was able to reach them by phone after 2 hours on hold and payment was posted.

      Business Response

      Date: 10/06/2023

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

    • Initial Complaint

      Date:10/03/2023

      Type:Billing Issues
      Status:
      Resolved
      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 speak with an advisor with Nelnet since Monday Sept 25th regarding my student loans. When my call gets around 1 hr wait time, the phone disconnects. When I try to call and get back in queue for speaking with someone I get the busy signal. I have called on 25th, the 26th and the 28th, after reaching out online and waiting 2 days for them to reply. I have also spent my 8hr work day (at the courtesy of my employer) on hold with them Monday October 2nd, to call in 24 times, and be hung up on 6 times. The other 16 calls I received the busy signal while trying to contact them.

      If a business is going to be the loan service provider for the federal government, they need to make sure they have adequate infrastructure in place to accommodate for the millions of people who will need to reach out to them, especially in face of the student loan payment pause coming to an end. They are requesting payments from me for my student loans and I cannot move forward with any exchange until I speak with an advisor regarding my account.

      Business Response

      Date: 10/18/2023

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

      Customer Answer

      Date: 10/18/2023



      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.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:10/03/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      On 5/26/2023, my contact address and phone number on file with Nelnet was correct. On 8/17/2023 my address and phone number on file with Nelnet was incorrect. I saw this online and did not make these changes myself. Some point between these 2 dates, someone changed my address and added an unknown phone number without my authorization. I am now accruing interest I should not. I attempted to reach out multiple times during business hours and am told the office is closed. The website says they are overwhelmed with emails and the chat is offline. I’m not clear how my address and phone number can change by someone that works at Nelnet without my permission and I can’t get it connect with someone to fix this.

      Business Response

      Date: 10/10/2023

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

      Customer Answer

      Date: 10/10/2023

       

      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.




      Sincerely,



      ***** *******

    • Initial Complaint

      Date:10/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Student loans are due and I wish to speak with a representative from Nelnet about changing my due date, repayment options, and other miscellaneous items. They are never available during their regular hours of operation; after entering all of the options, the call is dropped, immediately. I have emailed them, and the auto-response is that the volume of correspondence is excessively large and to not expect a response at all. The website offers no help, whatsoever. I am jumping down rabbit holes.

      Business Response

      Date: 10/10/2023

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

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      October 2, 2023. I have tried to contact this loan provider regarding a student loan. A first payment date has been set for October 2023, however, my student is still a full time student. I have emailed the provider multiple times regarding the status of the student and to request 6 months post graduation deferment as was the initial term of the loan when initiated. Today, I have been on hold; 2 hours first time; one hour second time and currently 34 minutes and counting. I have also emailed the provider and live chatted with no assistance.

      Business Response

      Date: 10/09/2023

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

      Customer Answer

      Date: 10/16/2023



      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.




      Sincerely,



      **** ******

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 filing a formal complaint with the BBB against Nelnet due to my student payments are still being processed as due. I am currently enrolled as a part-time student as of August 21, 2023 at ************* ***** *********** The institution I am enrolled in currently has submitted through the ******** ******* ************* my In-School Deferment Request. I have called Nelnet prior and since being enrolled several times and waited on hold for more than 1 hour attempting to speak to a live person to get this resolved. No one answers the phone and the hold times are extremely long to no resolve. I should not be made to pay late fees or continue having payments accessed on my student loan account and I am back in school. I cannot afford to pay any fees related to my previous student loans. These fees through Nelnet are also affecting my credit report and score. Please help me in getting this resolved and to reflect my In-school deferment as soon as possible. Thank you kindly.

      Business Response

      Date: 10/09/2023

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

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Resolved
      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 owed a total of $97,000+ dollars in student loans.

      Before payments began after the pause, I went ahead and made a payment totaling $98,000 to pay off my student loans.

      This occurred on 9/18/2023 and 9/19/2023. I made two consecutive payments.

      As of today, only a payment of $65,000 has been applied. $33,160 have gone missing. Nelnet is not providing a solution. The only thing Nelnet is providing is an “system glitch” excuse.

      I am now being told it will take 2-3 weeks to fix the “glitch.” Meanwhile, my money has been pulled out of my account and has not been applied to my account.

      This is beyond frustrating!

      Business Response

      Date: 10/11/2023

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

      Customer Answer

      Date: 10/11/2023



      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.



      They have applied all of the funds to my account and as the letter states, I have now paid my balance in full.

       


      Sincerely,



      **

    • Initial Complaint

      Date:10/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 is my federal loan servicer for many years. Now, I work for federal government, and my employer has student loan repaymant option. Initial application includes form that needs to be signed by Nelnet and given back to me so I can submit it,so my aplication for student loan repayment can be processed. Last several weeks, I attempted to contact Nelnet via my personal email and work email. And phone calls. There is absolutely no response from them. I do not know what to do. I need my loan servicer to contact me right away as time is of essence. This is very unprofessional. Their wait time for phone calls is over 30 min at any time. This needs to be fixed as my money is in their hands. If I cannot reach them , I will need to take them to court for a simple signature. This is ridiculous.

      Business Response

      Date: 10/09/2023

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

    Nelnet - National Educational Loan Network is BBB Accredited.

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