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.

close

Find a Location

Nelnet - National Educational Loan Network has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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-National Educational Loan Network

  P.O. Box 1649 Denver, CO 80201

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

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:10/02/2023

  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.

  There is a discrepancy between the amount due on the statements that have been provided by Nelnet and the monthly payment due on the website. There is no breakdown on the website explaining the total amount due. When trying to call Nelnet, they say the service center is closed no matter what time of day that I call, regardless of the day of the week. I've submitted an inquiry with Nelnet, as well as with the FSA. There needs to be transparency about what is being billed and how payments are allocated.

  

  Business Response

  Date: 10/11/2023

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

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on hold for over two hours trying to contact Nelnet to tell them I intend to apply for spousal consolidation separation when the application becomes available in 2024 as advised by the VDOE. I also wanted to request a forbearance until such time as the application becomes available. I was unable to do so because they never answered the phone. I tried to email and got a no response email back stating to call to speak to someone to help me. They are intentionally avoiding speaking to customers so we are unable to request a forbearance and are forced to continue to pay what we cannot afford. I need them to contact me so I can continue with my requests as advised by the VDOE.

  

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been applying for an IDR for over a month now, and I have not gotten the emails that Nelnet states they will send in regards to the application, or gotten any phone calls or information about it. When I log into my online account, it asks me to recertify my income and reapply for an IDR. I have completed that step multiple times because of these instructions, both through Nelnet itself, and through studentaid.gov. Studentaid.gov says my application has been completed and a decision made by Nelnet, but I have gotten no communication either way about the results. I am unable to call the hotline because it says that the information I am providing for verification is incorrect (it isn't). This is incredibly frustrating, and with the payment date fast approaching and no resolution, I have no idea what to do. My tax information was linked to my application via the IRS, there does not appear to be any reason that my application has taken this long with NO communication.

  

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Student loan repayment is about to restart and I have spent 3 days trying to get ahold of someone and have been waiting on the phone for at 2 hours each day. When someone came on the phone they stated they were having technical difficulties for all three days. It is impossible to actually talk to someone so please help

  

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:09/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and dissatisfaction regarding the business practices of your organization in relation to my student loan account. I have encountered several issues that have left me feeling frustrated, ignored, and doubtful about the integrity of your operations. If these matters are not promptly addressed, I will have no choice but to seek legal counsel and make public the malpractices I have experienced.
  
  On May/23, I submitted my teacher loan forgiveness form through registered mail to your designated PO Box as instructed. Additionally, I uploaded the same form onto my online account. Despite multiple attempts to reach out to your organization for confirmation and follow-up, I have received no correspondence regarding the status of my application. This lack of communication has caused significant distress and uncertainty about the progress of my loan forgiveness request.
  
  Furthermore, I have recently been informed that I am expected to commence repayment next month, even though my teacher loan forgiveness application is still pending. To make matters worse, the repayment amount provided to me is incorrect and does not align with the terms and conditions outlined in my loan agreement. This discrepancy raises serious concerns about the accuracy and transparency of your billing practices.
  
  In an attempt to resolve these issues, I have made numerous phone calls to your customer service helpline. However, each time I have patiently waited for an advisor to assist me, I have been met with extended wait times exceeding an hour, only to eventually have the line disconnected without any response. This consistent lack of accessibility and support is not only unprofessional but also raises suspicions about the seriousness with which you handle your customers' concerns.
  
  I must emphasize that I expected a higher level of professionalism and accountability from an organization entrusted with handling student loans. It is disheartening to experience.

  

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my student loans serviced by ***** **** ********* but then this year the government switched my loan servicer Nelnet- which is where everything started falling apart. First off I’m in a PAYE income driven repayment plan that due to low income while fighting health problems has been $0 monthly payment for years, not just because of government pause on loans. As soon as Nelnet took over they claimed I owed $133 monthly under PAYE plan. My income is lower than ever so how is my payment increased to $133.91 from $0?
  
  But far worse was the systematic effort they have gone to to make sure you never speak to someone there to help you. Instead the automated system plays games with you for 20min until finally it allows to be put on hold for a representative. But you can sit on the phone for hours, I once sat on hold 3 hrs only to have to system hang up on me. They never responded to any my emails and even my loan payment reevaluation application has heard nothing back. I have filed a complaint with student loans.gov as well.
  
  I never had a choice in getting switched to Nelnet and they clearly intend to manipulate the system unethically and quite possibly illegal to try and get more money out of student loans they hold now.
  
  I not only want a new loan servicer I want Nelnet fined shutdown and publicaly denounced for such egregious conduct for a student loan servicer- a privileged position for them to get, but clearly don’t deserve.

  

  Business Response

  Date: 10/02/2023

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

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Person called me did not identify themselves or thier direct number. When loans were switched to them they reclassifed illegally two seperate accts. for 2 of my sons and will not allow seperate payments to both accts as orginally set up with the goverment. Trying to entrap us into paying late fees and illegally changing the 2 seperate acct for my sons.
  
  When you call there is hours of waiting to talk to a human but they want paid but don't want to help.

  

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the SAVE repayment plan in August and my application was processed by studentaid.gov. I received an email stating that my payment amount would be $284 and change.
  
  I had made a payment to Nelnet in August, which was supposed to be applied evenly to both loans and Nelnet decided to advance the due date on one of my loans even though I did not select to do that. Now, as a result my account says I have a payment of $141.94 due on 10/08 for one loan and the second loan does not require payment until 12/08. I was able to speak with a representative after being on hold for two hours on 09/20, and he said he would have the back office override and adjust the due dates to both have payments due on 10/08, because if both loans do not receive payment on that date I will no longer be on an income driven repayment plan. I do not see that reflected on my account as of 09/27.
  I have called Nelnet every day this week, and have spent over 4 hours on hold each day but the calls are dropped by their system before being able to get to speak with a representative.

  

  Business Response

  Date: 10/06/2023

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

• Initial Complaint

  Date:09/27/2023

  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.

  The pause for repayment on student loans is supposed to end and payments begin on October 1. The Department of Education and Nelnet have stated this to be so. However, Nelnet has ended the pause prior to October 1. I received notices in the mail regarding past due account. It is still September, how is this so? They also included an extra "past due" amount on top of the supposedly monthly payment. I log on to the account today, and there is extra money due? I am on the phone with customer service and have been on hold for over 20 minutes, after being told my call would be taken in 2 minutes. This is not right and will be detrimental to us all having our loans serviced at Nelnet. They are adding charges and having due dates prior to October 1.
  
  I will also like to add, that they website is always having issues and a lot of account users are not able to log in at times.

  

  Business Response

  Date: 10/03/2023

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

  Customer Answer

  Date: 10/03/2023

   
  
  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:09/26/2023

  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 transferred my and my brother's parent plus loans from Great Lakes recently. When we went to setup recurring payments allocated to the loans provided on behalf of each of us, they denied our ability to automatically pay from our respective banking accounts. I waited on hold for 3 hours to be told it is not allowed without any reasons for it. My brother and I are being forced to manually pay our student loans every month for the next 10 years because they can't provide a basic service when they knowingly took on this responsibility.
  
  Their system is set up to unfairly punish students with different circumstances by forcing them to maintain a payment practice that sets them up for potential failures and missed payments at the consumer's expense and their own benefit. This system is unacceptable and predatory for consumers.

  Customer Answer

  Date: 09/27/2023

  Nelnet has attempted contacting my family members instead of me directly looking for me without giving any reason for attempting contact. They left the number of the customer service line and put me on another 2 hour wait list just to return the call. Please have them contact me directly via my number on this complaint and not my family. I will not wait in a 2 hour queue again to talk to a customer service line to resolve this. 

  

  Business Response

  Date: 10/05/2023

  Pertaining to *********** Life's 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.
  Your concern, as we understand it, is that you and your brother are attempting to set up reoccurring
  payments to a Plus Loan for Parents. You were not able to set up payments that were coming from
  more than one bank account. You are asking that we call you to discuss this issue.
  Per your request, we attempted to call you on September 27, 2023, and September 28, 2023, at the
  number listed as your primary phone number. Unfortunately we were not able to reach you but we
  were able to leave a voice message.
  Updating Contact Information
  We noticed the phone and email address you included with your inquiry is not the same information
  we have on file. We may receive updates from your school or ED if either of these entities have
  different contact information for you. Please log in to your ************** account or **********
  account to review and update your contact information. Alternatively, you can contact ED at ****** ******** or our customer service team using the contact information provided at the end of this
  response

  Customer Answer

  Date: 10/05/2023

  Response was rejected because: the calls claimed were never sent to my phone nor did I receive a voicemail. Please provide records of the calls and messages referenced for verification. The response does not resolve the issues at hand. 

  

  Business Response

  Date: 10/12/2023

  Dear ***********,  We appreciate your Better Business Bureau (BBB) rebuttal to case ********. We understand you believe you did not receive the phone calls from us on September 27, 2023, and September 28, 2023.  At your request, we attempted to call you again. We called the phone number within your BBB case, ***** ********, and left a message.  Our records show you are a student on a Federal Parent PLUS Loan for **** ****. If you would like to be able to make payments to ****’s account, **** may set up authorized payers through his online account. To do this, he will need to log into ********** and go to the Authorized Payer section under his name in the top, right-hand corner.   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, 

   

  ****** ** Nelnet Loan Servicing