Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

Headquarters

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

1,148 total complaints in the last 3 years.
282 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.

Initial Complaint
Date:09/11/2023
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 were transferred from Great Lakes to Nelnet within the last two years. These student loans originated from ****************** ********. With that being said, Everest/Corinthian was involved in several litigations within the past decade due to their sudden closure and other predatory practices conducted. I have received ten or more official notices from the Dept. of Education, Great Lakes, and Borrower Defense to Repayment all informing me that these loans have been forgiven and will be paid in full and removed from my student loan servicer and taken off of my credit report. It wasn't until May of this year that I actually saw the payment go through on my Nelnet account and all of my loans were cleared out as a result.

It is impossible to contact Nelnet in general, but I was miraculously able to get through back in June and the representative I spoke to confirmed that my loan balance is at zero and the credit bureaus would be informed and my loans removed from there. However, they have not followed through on this and have done some suspicious things since then. This was the only time I was able to get through to someone.

For example, in June I got a notice from my credit monitoring service that these loans were removed from my credit report. I was relieved and thought that this would be the end of it. Well, I was definitely mistaken. Two weeks later in July, they added the student loans back onto my credit report and increased the loan amounts in the process. They have also done this again in August, minus the removal and reapplication of the loans, just the increase in amounts. They also marked them as "installment loans" which makes no sense. My loan balance is completely zeroed out per my Nelnet online account and official notice from the Dept. of Education, so why in the world are they doing this and able to get away with it? If they do not correct this mistake I will be taking them to court to make sure this gets resolved once and for all.
Business Response
Date: 09/16/2023
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: 10/15/2023

Complaint: ********

I am rejecting this response because:
The loans are still showing on my credit reports. While ********** shows that they have been removed, ******** and ******* do not reflect this same information. Additionally, with what they pulled earlier this year by removing and re-applying the loans, I simply cannot trust that they won’t do this again. They still have not explained why they did this which just goes to show how suspicious and shady they are. I also find it a bit odd that they mentioned something about my name being different when I have gone through their website since I have been married (going on 6 years now) and updated my information. Not sure why those changes didn’t go through but I definitely did update my name on there. Again, why is it taking them this many replies in to notice something like this?
I will not consider this matter resolved until my loans are removed from ALL of the credit bureaus, not just one. And again, they never did answer the question as to why they removed and reported my loans as installment loans.

Sincerely,

******* ***********
Initial Complaint
Date:09/05/2023
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.
I’ve been charged over $800 in interest within the first 5 days of the restart of interest accrual on a $70,000 loan. I made a $550 payment and it’s completely wiped out by how fast interest is accruing daily. They are unprepared to answer calls or emails to explain what’s going on while destroying my credit by overinflating interest charges. This absolutely cannot be correct. The loan will be over $100,000 in no time because of how quickly they are piling on interest. They give no option to view past balances to the customer so they seem to want me to just accept the fact that they’re doing this. I can’t be the only person this is happening to.
Business Response
Date: 09/15/2023
Pertaining to ******** *******
federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 09/15/2023

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:09/05/2023
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.
***** ***** transferred my student loan to NelNet. I sent a recertification IDR plan in 07/07/2013. The replied 7/18/23 “does not need to be recertified” 8/7/23 there was an issue with my electronic signature. 9/01/2024 on the phone over an hour 1pm west coast, still on hold. I submitted my using the federal website my electronic signature is just fine.
Business Response
Date: 09/20/2023
Pertaining to Rose Silvas'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. We take your
concerns seriously and appreciate the opportunity to respond.

Your concern, as we understand it, is that on July 7, 2023, you recertified your income-driven
repayment (IDR) plan. On July 18, 2023, we replied advising you do not need to re-apply at this
time. On August 7, 2023, we advised there was a problem with your electronic signature. You
recently submitted your IDR application, and your electronic signature is fine. You request that we
process your IDR.

We apologize for the frustration you have experienced regarding this issue. On September 7, 2023,
during a telephone conversation with one of our telephone representatives, we explained that your
loans are in repayment status and payments will remain under your current IDR plan for $0.00 per
month. We also advised you do not have to recertify your IDR plan until April 21, 2024, and that it is
best to renew up to 60 days ahead of time; and your recent applications have been cancelled.

We noticed the email address you included with your inquiry differs from the email address 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 Nelnet.com 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.

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
Customer Answer
Date: 01/21/2025
On January 9, 2025 2pm, I called Nelnet to put my student loan back to IBR income based repayment plan). The IBR plan for my student loans is nearing loan forgiveness. Nelnet is refusing to switch my loan back to the income IBR because they want to avoid forgiving the loan. Nelnet has failed to remove my student loan from forbearance the IBR plan. On January 9, 2025 2:30pm, I called Student Aid (the government). They put in the request to switch back to the IBR plan but said it takes 7-10 days to process. Nelnet has received a request from me and the government to switch my student loans back to the IBR plan.
Business Response
Date: 01/22/2025
Pertaining to Rose Silvas' federal student loan account, we reviewed their concerns and provide the
attached response.
We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB) regarding
your federal student loan account with Nelnet. 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.

As we understand it, you called to put your student loans back into the Income-Based Repayment (IBR)
Plan on January 9, 2025. You believe that we are refusing to switch your loans back to the IBR Plan
because you are nearing loan forgiveness. You state that we have failed to remove the forbearance from
your loans. You’re asking us to switch your student loans back to the IBR Plan.

We recently received your income-driven repayment (IDR) plan request. Since the federal court issued an
injunction preventing ED from operating the Saving on a Valuable Education (SAVE) Plan and other IDR
plans, IDR application processing is taking longer than normal. On December 18, 2024, your account was
placed into a forbearance for up to 60 days. Per current ED guidelines, when a borrower has an active
IDR application on file, the forbearance cannot be adjusted regardless of the type of plan the borrower is
on.

While in this forbearance no payment is required on your account, but interest will accrue on your
outstanding principal balance. Please note you will receive credit toward IDR forgiveness for the time
covered by this forbearance. We have enclosed a copy of the December 25, 2024, email for your review.

Our records show we attempted to contact you by phone on January 14, 2025. If you would like to cancel
your IDR application or discuss your concern further, please contact us at the phone number listed at the
bottom of this page.

We noticed the email address you included with your inquiry differs from the email address 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.

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 ********************* .
Initial Complaint
Date:09/01/2023
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 loan was originally paid through ********* services. My account was transferred over to nelnet in 2022. Before the pandemic my account based on my 3/27/2020 statement shows that I had paid my account up until 9/21/2021. However there was a pause put on my account due to the pandemic. I was a year and five months paid up. And I DID NOT RECEIVE any documentation stating that the status of my account could or would change due to the PAUSE placed on my account. If my account was paid ahead before the pause that OUR GOVERNMENT PROVIDED TO US DURING A DIFFICULT TIME. Then it should be the same way now. I contact Nelnet they stated that since the pause was suppose to e\nd a couple of times and 9/2021 has already passed my payments are now do. However if a pause was placed on my account then once it resumes it should pick up were it left off. Especially considering i received no documentation stating otherwise
Business Response
Date: 09/08/2023
Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:08/23/2023
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 loan accounts were recently transferred to Nelnet and I immediately followed all recommended or prescribed steps, setting up a Nelnet account, and various other actions. This was a couple months ago. Since that time, I have attempted, on multiple occasions, to contact someone at Nelnet to inquire about a lump sum settlement for all of my loans. In other words, I am trying to pay off all of my loans and arrange to send a large amount of money to Nelnet. Incredibly, there is absolutely no way to speak with anyone at this company or to receive any assistance, even when trying to give them money!!!! I have spent hours on hold, initiated chats through my online account where an annoying window pops up and, in the same sentence, delivers a message indicating that I am reaching out during available chat window, but that this so called "service" is currently unavailable. This is, hands down, the worst customer service I have ever received. Incredible that, after so many failed attempts, I am unable to reach someone in order to arrange a large lump sum settlement for money that I owe them!
Business Response
Date: 08/30/2023
Pertaining to **** ******** federal student loan account, we reviewed their concerns and provide the
attached response.
Customer Answer
Date: 09/01/2023

Complaint: ********

I am rejecting this response because: contrary to what is indicated on the form provided by Nelnet, I already have a user account and even used it just this morning to arrange a payment for my loans. However, customer service and wait times are deplorable. The people at Nelnet are very nice, but that is meaningless if you can not reach them. It is unacceptable to have any type of business that claims to provide any type of service and has clients or customers that are not able to reach you. If there are too many clients, then either staff up or reduce your work load. This is a systemic issue affecting our entire country right now. Please do your part to improve on this. In the mean time, I have now paid my loans in full and am no longer in need of Nelnet. Although my complaint still stands and remains as unaddressed, the matter is now closed.

Sincerely,

**** *******
Business Response
Date: 09/08/2023
Pertaining to **** *******'s federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 09/15/2023

Complaint: ********

I am rejecting this response because: In my case, it is too late and my initial complaint will always remain standing. I am no longer in need of any assistance from Nelnet but sincerely hope that others, struggling to shoulder insurmountable debt, will have an easier time. It is frustrating enough to be buried in debt. Imagine how much more so when you are unable to speak with a person representing the entity to whom the debt is owed. Nelnet's website is a step in the right direction and well designed...... but without human assistance, the entire thing is a mindless waste of time. No more chat bots, no more robots, no more voice trees...... we need people answering questions and helping each other.

Sincerely,

**** *******
Initial Complaint
Date:08/23/2023
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 not liable for this debt with the ********** ** *********. I do not have a contract with the collector, NELNET and they did not provide me with the original contract as requested.
Business Response
Date: 09/05/2023
Pertaining to ******* ******* federal student loan account, we
reviewed their concerns and provide the attached response.
Customer Answer
Date: 09/05/2023

Complaint: ********

I am rejecting this response because: this is not a validation of debt. I sent a validation of debt in June 26th that your office confirmed you received. Nelnet did not respond. This is a request for validation was made pursuant to the Fair Debt Collection Practices Act. If your office fails to reply to this debt validation letter within thirty (30) days from the date of your receipt, all instances related to this account must be immediately deleted and completely removed from my credit file. Moreover, all future attempts to collect on the said debt must be ceased.

Sincerely,

******* *****
Business Response
Date: 09/13/2023
Pertaining to ******* ******* federal student loan account, we reviewed their concerns and provide the
attached response.
Initial Complaint
Date:08/21/2023
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.
I have been trying to reach a human for several weeks now and have been unsuccessful in doing so. I put in a request through the Department of Education to be put on the SAVE IDR plan. After several days of submitting this request, I received correspondence from Nelnet explaining that there was confusion and that they needed to know what I wanted. This is unacceptable as I already requested the exact plan I wanted and it was sent to your company so there shouldn't have been any confusion whatsoever. This seems like a tactic to slow down the process instead of just processing what is asked for in the first place. My student loans were transferred to your company and this has been the absolute worst experience. My application is now saying it has been approved through the DOE and on the Nelnet site for an IDR application but it does not specify the SAVE plan and tells me my monthly payments will be $196/month when it should be $0/month. In addition, you provided no information on this approval and put a message on my profile to await further communication from you despite not sending any communication whatsoever regarding the approval. As of today, it shows on the DOE website that I was put on the normal IDR plan and not the SAVE plan as originally requested. Please confirm that I have been put on the SAVE plan and what my monthly payment amount will be. If I was not put on the SAVE plan as requested, please correct it and notify me in writing or call me. I look forward to hearing back from you.

Nelnet Account # **********
Business Response
Date: 08/29/2023
Pertaining to ***** ********* federal student loan account, we reviewed their concerns and provide the
attached response.
Business Response
Date: 09/14/2023
Dear *****, We appreciate your BBB Rebuttal to case 20496312. We understand you still have concerns related to the processing of your Saving on a Valuable Education (SAVE) Plan request. On August 23, 2023, during a telephone conversation with us, you were not told you also needed to submit a self certified letter to further clarify your income status. We apologize for the frustration you have experienced regarding this concern. On August 29, 2023, we contacted you by telephone and advised we have the needed information to process your SAVE Plan request. On August 30, 2023, we processed your application and notified you via email that a new disclosure was available on your Nelnet.com account. Your monthly payment will be $0.00 starting on October 15, 2023. We hope you find this information helpful. If you have any other questions, you may call us at 888486-4722 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,
Joe J. Your Nelnet Customer Service Team
Customer Answer
Date: 09/14/2023

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:08/15/2023
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 sent a mass email advising that we were forcibly opted in to a forbearance and to opt out, we needed to either log into the site, email them, or call them. I logged into the site to opt out and there is no where on the site to make this change. I then emailed them and was advised in their auto response email that I would get a response in 5 days. After 5 days I used the Contact Us on the website after logging in and confirming that there was still no change. I got no response email to that.
13 days after my initial contact I've emailed and used the Contact Us again. The first response gave the 5 days before a response timeline. The second said I wouldn't get any response at all and that I should call them.
Why would I call them to sit on hold for hours (as many people have complained about)? I want the forbearance lifted and my due date to be moved to September versus October. Their staffing inadequacies aren't my problem. If they couldn't handle the volume perhaps they shouldn't be handling student loans.
Business Response
Date: 08/21/2023
August 21, 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 you attempted to log into the website to opt out of the COVID-19
forbearance and there was no option on the website to make this change. You also emailed us and did
not receive a response. You are asking us to remove the forbearance and adjust the due date as you
have requested.

We apologize for the frustration you have experienced while trying to contact us. As of August 17, 2023,
we have not received any emails from you.

On August 17, 2023, we were able to remove the COVID-19 forbearance. You will receive a new
payment schedule and payments will start in September. Your monthly payments will be approximately
$332.

A convenient way to make payments is auto debit. Enrolling is easy, just log into your Nelnet.com account
and choose Manage Automatic Payments from the Payments menu to complete your sign up. Your
lender, ED offers a 025% interest rate reduction when your loans are in active repayment status.

Update Contact Information
We noticed the phone number you included with your inquiry is not the same phone number 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 StudentAid.gov account or Nelnet.com 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.

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
Customer Answer
Date: 08/21/2023

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:08/07/2023
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 recently received a copy of my Experian, Equifax, and Transunion credit report, and I noticed some Inaccurate account posted on my credit report:

DEPTEDNELNET *************** Balance: $0.00
DEPTEDNELNET *************** Balance: $0.00
Business Response
Date: 08/11/2023
Pertaining to **** ***'s federal student loan account, we reviewed their concerns and provide the attached response.

Business Response
Date: 08/11/2023
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 previously serviced your federal student loans. Your concern, as we understand it, is when you received your credit report you noticed Nelnet furnished data showing a $0.00 balance. You feel this is incorrect and you are asking us to correct your credit files. We previously serviced two federal student loans on behalf of the U.S. Department of Education (ED). Due to unresolved delinquencies the loans defaulted on January 24, 2019, and transferred to ED’s Default Resolution Group. The last time we furnished data to the CRAs was on January 31, 2019, when the data reflected your loans were transferred and had a $0 balance. Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to the CRAs 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 CRAs. Our investigation indicates the data accurately reflected your loan status at the time it was furnished. Factual data may remain on your credit report even if your loan is transferred or discharged. Once the transfer is complete, the loan holder furnishes data reflecting the transfer and $0 balance to the consumer reporting agencies. ED’s central repository for student loan information shows that on July 18, 2020, you rehabilitated your loans, and they are now serviced by MOHELA. If you have any questions about your current loans, you can call them at ************. 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 N*********************************. Sincerely, ***** ** Nelnet Loan Servicing

Initial Complaint

Date:08/03/2023

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.

I have been trying to upload my Approval of Your Borrower Defense Case Under Exhibit C of the Sweet v. Cardona Settlement email received on February 28, 2023 to inform Nelnet they need to correct the balance due on my student loan account. It appears the company has NO working features on their website, every time you click to upload documents, an error box pops up preventing the upload. In working in IT, I know for a fact this is not how the site buttons should function (if they tested properly). Unless, they are trying to ensure people's accounts remain inaccurate and try to get them to default or fall behind.

This needs to be addressed in a timely manner, as nothing will be paid by me until they make the necessary adjustments from the settlement case I was approved for under the Borrower Defense Application #******** which states the below:

Pursuant to the Sweet settlement, the Department of Education will do the
following:
• discharge your federal student loan(s) taken out for your enrollment in the
******* ********** ("Relevant Federal Student Loan(s)");
• provide a refund for any payments made to the Department of Education on
your Relevant Federal Student Loan(s), including Relevant Federal Student
Loan debt that you previously paid off; and
• delete the credit report tradeline associated with the discharged loan(s).

I have also attached the communication to this complaint, as the company's fax number is not operable as well. Due to the length of time I have been trying to get this form uploaded, I have also retained an attorney and if this balance is not corrected in a timely manner, a class action suit will be brought against the company for the business practices they are displaying.

Business Response

Date: 08/08/2023

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

Customer Answer

Date: 10/06/2023

Complaint: ********

I am rejecting this response because:

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.

Sincerely,

Lache Williams

Business Response

Date: 10/12/2023

Dear ****** We appreciate your BBB Rebuttal case ********. We understand you still have concerns related to borrower defense to repayment discharge and you would like our previous response sent to you so you can use it for additional concerns. Based upon your recent correspondence received on October 6, 2023, we verified you opened a new BBB case number 20700654 requesting the same document. We have attached your requested document to your most recent BBB request. 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 [email protected].

Sincerely, ***** ** Nelnet Loan Servicing

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Nelnet - National Educational Loan Network is BBB Accredited.