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, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

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: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.

  I have questions regarding my student loan account. There are two loans which they have provided no documentation so I am trying to question the validity. Also repayments are to begin next month. I’m on a fixed income. They told me to call with concerns. I’ve been in the phone for an hour on hold! I can’t help but feel they are purposely ignoring my inquiries!

  

  Business Response

  Date: 10/05/2023

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

• 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.

  I paid my student loan AC on August 21st 2023 for $2,000. The money was withdrawn from my bank account on August 24th 2023. Although my loan has not been updated, taking the $2,000 away and now has been accruing interest on that additional $2,000. I have called weekly while waiting on hold for 2-4hours every time assuring that my payment would be shown on their end and it is over a month now and it has not been update. I also then paid at $25,000 payment where I ran into the same problem it was taken out of my account but not reflecting on my loan. I eventually got through to Nelnet and asked to be transferred to the supervisor. Tom is whom assisted me on September 6th 2023. He made sure the accounting department was aware of the 2 payments to update my loans. The $25,000 payment was paid to pay my AA loan in full and the rest was applied to my AC loan. Although, the $2,000 I paid back in August on the 23rd has never been updated on their site or taken off my loan and now continues to accrue interest. I have submitted multiple emails and documents as the workers have told me and called almost 20 times unable to get ahold of someone at Nelnet or when I do I am unable to get the help I need.

  

  Business Response

  Date: 10/03/2023

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

  Customer Answer

  Date: 10/03/2023

  I have continuously been calling supervisors to try to get this resolved and they promise me it will be worked on and call me back, and nothing has happened when I am told it is resolved.

  

  Business Response

  Date: 10/11/2023

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

• Initial Complaint

  Date:09/26/2023

  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.

  paid a monthly charge on my account that was showing july 2023 on a loan that should start oct 2023 - I made a 200.00 payment in july and it was not credited to my october monly payment. the paid amount should be put towards that amount. also website shows payment due 402 then doesn't have customer statements available. I've messaged them twice about this issue without a response. I am seeking the 200 payment made be applied to the resumption of my student loan october payment. Also, the 200 paid went towards i

  

  Business Response

  Date: 09/28/2023

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

  

  Business Response

  Date: 10/02/2023

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

  Customer Answer

  Date: 10/03/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because you shouldn't have had a monthly due amount for October listed if that's the case. You misrepresented my file and the file of everyone else with an account with you.

  This will go on *** *** and to the Department of Education for fraudulent account information 

  I'll give you until Thursday to correct 

  
  
  
  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 recently took over student loans from ***** *****. Paymments were suspended due to Covid but now payments are coming due. The Nelnet site will not allow me to sign up for Auto Pay. I keep getting an error message. I tried contacting them through email 3 times and tried to call the customer service number. I was on hold for over 2 hours and couold not get a hold of a person to help me. The Nelnet site states that by signing up for Auto Pay through there website you may be eligible for a .25% rate discount. But they make it impossible to sign up for Auto Pay. I am very uncomfpratle paying a company that does not offer customer service or who's website does not function as it should. I have a $14000 loan with them. There should be an option to speak with someone.

  

  Business Response

  Date: 10/03/2023

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

• 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.

  On 9/24/2023 I received a letter in the mail from Nelnet Student Loan services. It was address to my maiden name and had my correct address on it. On the outside of the envelope was a sticky note with my social security number on it. That had just come thought he mail. I would like to Nelnet to pay for me to have identity theft protection for at least two years as anyone could have seen my social security number and stolen my identity.

  

  Business Response

  Date: 10/05/2023

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

  

  Business Response

  Date: 10/12/2023

  Dear ********,  We appreciate your Better Business Bureau (BBB) rebuttal to case ********. We understand you are still concerned about the letter you received with a note posted on the envelope with your personal information, you are asking that we pay for identity theft protection for two years.  Within our October 5, 2023, BBB response we advised we take the privacy of our customers seriously and have processes in place to ensure your information is kept confidential. We also implement reasonable and appropriate physical, procedural, and electronic safeguards to protect your information. We apologize for any frustration you may have encountered as a result of this error and appreciate you bringing this issue to our attention.  We have alerted our security team of this event and your account will be noted of the incident, and notified the appropriate department to ensure the team responsible is counseled accordingly. Please alert us of any negative impact you incur due to this issue. We are unable to pay for identity theft protection.   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 Nelnet.com or email ***********************************  

  Sincerely, 

  ****** ** Nelnet Loan Servicing 

  Customer Answer

  Date: 10/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am not clear as to why you cannot pay for the identity theft protection. 
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:09/25/2023

  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.

  Nelnet has taken over my student loans from my previous servicer. Since the summer, I have made multiple payments in the amount of $57.28, $57.27 and $1404.58. All payments were rejected because Nelnet has a problem with their payment system. This is what a supervisor told me but nowhere was there any notification or record about this statement. My bank also has no record of Nelnet trying to withdraw from my checking account thus, their letter about it being "rejected" by my bank is false. I have spent hours on hold and the only time I got through to a supervisor they said they would call me back and never called me back. Now my interest is accruing by the day due to their own error. They have not responded to emails and it usually takes over 2 hours to get through to someone on the phone. This is a major issue that is costing all of their customers hundreds or even thousands of dollars. It is very suspect if you ask me considering the people that are being responsible and trying to make loan payments before October are now stuck paying even more and not even being able to make payments in general. This is borderline criminal. I should not be responsible for paying interest that accrued due to their error. I see no signs of them resolving this issue and there is nowhere to go for assistance.

  

  Business Response

  Date: 09/29/2023

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

• Initial Complaint

  Date:09/25/2023

  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 am trying to call in and the phone just sits there blank with no sound. I got all my SSN, date of birth, and zip code entered and I just sit there in silence. I tried calling back and I just sit there in silence.
  
  Since my loans were transferred from Great Lakes, I have had to call in 3 times! This latest occurrence is that my payments are not processing! I have had a payment stuck in processing status since 9/17. It has not pulled from my bank account. Who is going to cover this interest that is accruing on a payment I have ALREADY MADE?
  
  I have had to call in because my payments were not applied as specified and had to be corrected. I have had to call in because payments I made 2 weeks past that were pulled from my bank account did not show up on my payment history with NelNet.
  
  I am a consumer and I cannot choose my student loan servicer. This is shameful. You are choosing to do business in servicing student loans and your system is riddled with failures. I am filing a complaint with the department of education and the BBB.

  

  Business Response

  Date: 09/28/2023

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

• Initial Complaint

  Date:09/25/2023

  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.

  Nelnet has been servicing my loans for years now. Payments are scheduled to resume. I have been trying for over 2 months to get my auto debit set up. I am able to set it up but not for the payment amount that I want. I want to pay MORE than the required minimum. Nelnet does not give me the ability to do that. They email me again and again and again and give all sorts of excuses as to why this cannot be done. I requested a call back 2 months ago. That still has not happened, just more and more excuses. The stonewalling is nothing more than an attempt to keep me in debt longer while they profit off of me. There is NO LEGAL reason that I cannot pay more on my loans and they are blocking me from doing so. I will not be making payments until this is corrected. In the meantime I expect Nelnet to make desired payments with the .25% interest rate deduction that is given for auto debit. If there are any questions, please also see the 2 months long email chain of excuses that your employees have given me! I am also thinking of taking this to the media so people can see what this company is doing to worsen the student loan crises.

  

  Business Response

  Date: 10/03/2023

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

  

  Business Response

  Date: 10/10/2023

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

  Customer Answer

  Date: 10/13/2023

   
  
  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 did admit that the feature I had needed and tried to get help for for 2 months was absent and did follow through on their attempt to fix it.  Matter has been corrected.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:09/25/2023

  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 am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.
  
  Under 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to remain confidential.
  
  Furthermore, 15 USC 1681 Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.
  
  I have identified inaccuracies on my credit report from the Department of Education/NELN, impacting my financial well-being. I request these inaccuracies be corrected promptly.
  
  Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.
  
  For reference, my account details are as follows:
  Account Number: ***************
  
  I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.
  
  Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.
  
  Thank you for your immediate attention to this matter.

  

  Business Response

  Date: 10/03/2023

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

• Initial Complaint

  Date:09/25/2023

  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.

  On 8/29/2023, I scheduled an EFT payment of 6,833.41 via the Nelnet website for my student loans. I received a confirmation email for the payment and could see the payment in a processing status online. After a few days the payment disappeared online and showed no history of it being scheduled at all. Despite my bank showing that it cleared my bank account on 08/31/2023. Since then I have spoken with their call center reps 3 times and emailed twice with no resolution to date. They have advised it is a known error with no timeline for a resolution in sight. They started adding interest to my account on 09/01/2023 even though I’ve paid the full balance. It has been almost a full month of this and they have a complete lack of care or urgency to fix this. Meanwhile I’m ending up with more interest on something that I already took care of.

  

  Business Response

  Date: 09/27/2023

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

  Customer Answer

  Date: 09/27/2023

   
  
  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,
  
  
  
  ****** ******