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 Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet-National Educational Loan Network

  3015 S. Parker Rd. #400 Aurora, CO 80014

• 

  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:06/28/2023

  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 claims that the last payment I made on my loans was in December of 2016. The last payment made was in February 2020. They have removed 3 years of my payment history with no notice or reason. I have not received any communication from the company on this matter.

  

  Business Response

  Date: 07/03/2023

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

  Customer Answer

  Date: 07/03/2023

  
  
  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,
  
  
  
  Danielle ****

• Initial Complaint

  Date:06/26/2023

  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.

  Nelnet took over my student loans from ***** *****. I would never choose them based on their historically shady business practices. I have contacted them multiple times to find my account as their website fails to do so, and no one responds. I will soon receive late payment notifications from them, but they refuse to respond to my many inquiries.
  
  How can a bank or loan servicer expect timely payments when they refuse to communicate outside of scheduled generic emails that you cannot respond to?
  
  I need a response to manage my loans, they refuse to provide one.

  

  Business Response

  Date: 06/29/2023

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

• Initial Complaint

  Date:06/09/2023

  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 Nelnet National Education Network. I do not have a contract with Nelnet National Education Network. They did not provide me with the original contract as requested.

  

  Business Response

  Date: 06/23/2023

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

• Initial Complaint

  Date:06/09/2023

  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 student loans from ***** ***** transfer to Nelnet in May 2023. I called Nelnet on June 2, 2023 and June 8, 2023 and requested they provide me with the following:
  - What was the total amount of interest outstanding on all of my accounts as of March 20, 2020?
  
  - On May 18, 2022 $*** was added to my principal balance across accounts in groups AA, AC, AB, AE, AF, and AH. The reason for the added principal is “rebate lost”. If no payments are due on the accounts (because they fall under the COVID19 relief) why was my payment rebate lost and monies added to my principle balance?
  
  - On Oct 13, 2021 ***** *****/Nelnet reported $****** in total accrued interest. If, according to my 1098-E, I paid $****** in 2021 and $*** in 2022 in interest (a total of $********) how can I still have an interest due balance of $****** on my accounts. Especially since there have been 0% interest on all accounts since March 13, 2020?
  
  Nelnet has been unable to answer these questions. I have been hung up on and any answers provided by Nelnet have been evasive.

  

  Business Response

  Date: 06/13/2023

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

  Customer Answer

  Date: 06/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The response did not address all concerns. I am requesting the interest that had accrued on my loans on or before March 2020. Additionally, Nelenet will need to spell my name correctly on any correspondence relayed in case it needs to be used in a more formal venue. 
  
  
  Sincerely,
  
  
  
  Ashley ******

  

  Business Response

  Date: 06/19/2023

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

• Initial Complaint

  Date:06/05/2023

  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.

  My *** *** ** loan consolidation of 2007 is Directly owned by the Federal Government. As verified in my FSAL account, this is how that happened. It was purchased during the buy up in the 2008 financial crisis by the Federal Government Department of Education to bailout the failed financial institutions. My FSAL loan has been direct since 2008.
  
  Nelnet acquired a Direct FSAL not a Commercial FSAL in August/September of 2017.
  
  *** *** **** ***** ****** ** ***** ** ******* ***** *** ****** **** ***** ** **** **** *** **** If *** thinks my *** ** consolidation loan of 2007 is commercial it is because of this *** practice of keeping Student Loans in more than one que.
  
  *** *** *** ******* ** ****** ***** **** ** ******** *** ********** ***** ****** **** ***** ****** ** ***** ** ******* ***** *** ******* ** ****** * ******* **** ******** ** ****** *******  When Nelnet acquired my FSAL *** loan consolidation in 2017 it was a Direct Loan: there were no other loans to consolidate or add to the consolidation; the two loans and one consolidation added to my FSAL account by Nelnet in 2017 are bogus; the two ***** ***** loans from 2006 were cancelled in 2006 never disbursed, zero dollar value, did not exist after 2006, they were cancelled and not part of the 2007 *** ** loan consolidation because they were already cancelled non-existent. There is no other loan consolidation. As verified in my FSAL account. Something cancelled means it no longer exists cannot be resurrected!
  
  Nelnet is required to correct the errors in my FSAL including errors in interest added to the FSAL account.
  
  Federal Student Aid
  
  
  Dear Nelnet Loan Services Representative:
  
  *** ******** *** *** ********* **** *** **************** 
  
  Sincerely,
  Federal Student Aid
  
  *If you would like to respond to this email, please reply directly to the email thread without modifying the subject line. If the subject line is modified, ED may not receive your response or be able to connect your response to your case.*

  

  Business Response

  Date: 06/12/2023

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

• Initial Complaint

  Date:06/05/2023

  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.

  in January 2014 my student loans were discharged and reported to the bureau experian.
  since then my retention date has changed four times and now is at feb 2014
  
  Nelnet refuses to change the retention date back to January 2014

  

  Business Response

  Date: 06/08/2023

   

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

• Initial Complaint

  Date:06/02/2023

  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.

  I am not liable for debt with Nelnet Education Loan, I do not have a Contract with Nelnet Education Loan

  

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  
  
  Felicia *******
  ***** ***** ******* ******
  ******** ** *****
  
  
  
  
  
  Account: **********
  
  
  Dear
  Felicia,
  
  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.
  
  
  
  As we understand it, you are concerned about the student loan debt we
  service for you because you do not have a contract with us. You are asking for
  the account to be removed from your credit report.
  
  On January 17, 2023,
  your lender, ED, transferred your loans from ***** ***** *********** **** ********* **** (******) to Nelnet. ED contracts with several servicing companies, including Nelnet. They may
  transfer the loan from its current servicing company to a different servicing
  company of their choice at any time. During the transfer process, loan
  information may be temporarily inaccessible while the transfer finalizes. You may now view additional detailed loan information
  through Nelnet’s website, Nelnet.com, and ED’s website, StudentAid.gov.
  
  On January 27, 2023, we sent the enclosed
  email to your ***************************** email address
  explaining the loan transfer.
  
  The data furnished by
  ****** will be reported as closed due to transfer and reflect a $0 balance. Nelnet will then open a
  new account(s) with the same total balance for each loan you have and report
  your student loans to the four nationwide consumer reporting agencies (CRAs)
  (that is, Equifax, TransUnion, Experian, and Innovis). Within 90 days of the
  transfer, these changes will be reflected on your credit report and Nelnet will
  continue to report on your federal student loans.
  
  Due
  to the transfer, and at the direction of ED, a suppression was placed on your
  account. Credit suppression may be applied for up to 90 days after a loan has
  been transferred.
  
  For
  more information regarding how the transfer may impact your loans, please refer
  to ******************************.
  
  
  
  
  
  Contact
  Information
  We
  noticed the mailing address you included with your inquiry is not the same
  mailing 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 StudentAid.gov account or Nelnet.com account to review and
  update your contact information. Alternatively, you can contact the Federal
  Student Aid Information Center at ************ or our customer service team
  using the contact information provided at the end of this response.
  
  We also noticed the first
  name spelling you included with your inquiry is not the same spelling we have
  on file. If your contact information changes, please notify us as soon as
  possible. If your name requires updating, please provide a copy of one of the
  following using the email, fax, or correspondence address listed on the bottom
  of this letter.
  
  Social Security card
  Driver’s license or
  State-issued card
  Passport
  Marriage certificate
  Birth certificate
  Court order
  W-2 form
  U.S. Military ID or
  Discharge papers
  U.S. Certificate of
  Naturalization, U.S. Certificate of Citizenship,
  or Alien Registration card
  (Green card)
  
  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 Nelnet.com.
  
  Sincerely,
  
  Joe
  Nelnet Loan Servicing
  
  Enclosure:
  Nelnet’s email dated January 27, 2023
  
  
  

• Initial Complaint

  Date:05/22/2023

  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.

  DEPT OF EDUCATION/NELN - ************
  Date Opened: 01/01/2014
  Balance: $********
  I noticed I had late payments from DEPT OF EDUCATION/NELN on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.

  

  Business Response

  Date: 05/30/2023

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

• Initial Complaint

  Date:05/12/2023

  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 file a complaint against the Department of NELNET for their unauthorized buying and selling of my non-public personal information, without obtaining my written permissible purpose, as required by consumer law.
  
  As a consumer, I expect my personal information to be kept confidential and only shared with authorized parties who have obtained my written permission. However, I have recently become aware that NELNET has been buying and selling my personal information without my knowledge or consent.
  
  This is a violation of my rights under the Fair Credit Reporting Act, as well as other consumer protection laws. I have not authorized NELNET to share my personal information with any third-party companies, nor have I given them permission to use my information for marketing purposes.
  
  I am concerned that my personal information may have been used for fraudulent activities or identity theft, and I demand that NELNET immediately cease any further use or sharing of my personal information.
  
  I would appreciate your assistance in resolving this matter. I have already contacted NELNET, but have not received a satisfactory response. I believe that they are in violation of consumer law, and I am willing to pursue legal action if necessary.
  
  *************** 05/08/2017
  *************** 02/03/2017
  
  Thank you for your attention to this matter.

  

  Business Response

  Date: 06/02/2023

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

  Customer Answer

  Date: 06/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: you are now infringing my consumer rights ,first thing first I would like an copy of original contract and my signed off permissible purpose for you to have my information .  15 usc 1681b2 (2) In accordance with the written instructions of the consumer to whom it relates. As a consumer I have the right to privacy pursuant 15 usc 1681 , 15 usc 1692 , 15 usc 6801 , 15 usc 1681g , my private non public information is my business , my student loans are my private information 15 U.S. Code § 1681g - Disclosures to consumers you’ve failed to give me proper discloses pursuant (B) (3) Identification of each person You have reported my private information without my consent . Fail to identify end-user of report or information & each permissible purpose pursuant 15 usc 1681e ( 1) (e) Procurement of consumer report for resale (A) & (B) (2) Responsibilities of procurers for resale A financial institution has responsibilities of procurers for resale (2) Responsibilities of procurers for resale(i) , (ii) , (iii) (B) before reselling the report, make reasonable efforts to verify the identifications and certifications made under subparagraph (A). Provide the validation of the certification of the permissible purpose document you should have certified before selling my report. -You are supposed to have procedure in place to protect my information -You are supposed to certify the information -You are supposed to certify the written permissible purpose -You are supposed to certify that the information is being used for this purpose and this purpose only -You are supposed to certify that who is pulling the report has permissible purpose to do so. -You are supposed to certify that the information that is being pulled will be used for no other purposes other than the purposes in which the report was certified for. Your actions amount to aggravated identity theft. 18 usc 1028A , As an consumer you have an obligation to respect the privacy of its customers to protect the security & confidently of those customers non public personal information . You reported my confidential and private information to a non affiated third party without my permission or with out giving me proper disclosure. So pursuant 15 usc 6802 obligation with respect to discloser of personal information (b) Opt out A financial institution may not disclose non public personal information to a non affiliated third party unless A,B,C was done. You I am requesting ALL of my disclosures pursuant 15 usc 6802B that you’ve should have conspicuously disclosed to me before reporting of my non public personal information to non affiliated third parties ( Experian , Transunion , Equifax . Cavers ) I am exercising my right to opt of my information being reported pursuant 15 usc 6802b. You actions has caused me and my family severe mental , deformation of character You Have violated my consumer rights. My right to privacy and the obligation you have to maintain the security and confidentially of my private information. 18 usc 1028A - Aggravated identity theft Whoever knowingly Transfers , possess , or uses without lawful authority a means of identification of another person shall, in addition to the punishment provided for such felony, be sentenced to a term of imprisonment of 2 years.
  
  
  
  
  Furthermore you have no lawful authority or permissible to put any accounts on my consumer reports .
  I will wait for you to provide contract. 
   *Accounts Here To Be Deleted
  
  
  *************** 02/03/2017
  *************** DEPTEDNELNET 05/08/2017
  Nelnet account *********
  
  
  You have 10 calendar days from this notice to delete these accounts
  
  
  
  Sincerely,
  
  
  
  Joshua * ***** ********

  

  Business Response

  Date: 06/06/2023

  June 6, 2023
  
  
  
  Joshua ********
  *** **** ******
  ******** ** **********
  
  
  
  
  RE: BBB Rebuttal ********
  Account: **********
  
  
  Dear
  Joshua,
  
  We
  appreciate your BBB Rebuttal to case ********. We understand you still have
  concerns related to having provided written permission to us to provide data to
  the consumer reporting agencies (CRAs) and our previous response.
  
  We
  responded to your similar concerns with our letter dated June 2, 2023. We have
  included our previous response for your review. Your rebuttal does not raise
  additional concerns or provide substantially new information and our response
  remains unchanged.
  
  In our previous response we explained student
  loans appear on your credit report not unlike any other financial commitment. One
  of our obligations as a loan servicer for the U.S. Department of Education is to
  furnish loan status and balances to the CRAs. We also included a copy of your
  promissory note. We pointed out that by signing your promissory note you authorized your lenders to report information about your loan status
  to persons and organizations permitted by law to receive that information. We cannot
  honor your request to remove your loans from your credit report.
  
  Our
  response also explained we reviewed your loan and the data furnished to the CRAs.
  Under the Fair Credit Reporting Act, we have an obligation to ensure data we
  furnish to CRAs is complete and accurate. Our research indicated the data
  accurately reflected your loan status at the time it was furnished. If you have
  new evidence that supports the data we furnished to the CRAs is inaccurate we
  will further review your concern. This information may be sent to the address
  listed at the bottom of this page. Please be sure to include your account
  number.
  
  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. EST 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 ********************************** or visit Nelnet.com.
  
  Sincerely,
  
  Joe **
  Nelnet Loan
  Servicing
  
          Enclosure:
          Nelnet’s Letter dated June 2, 2023

• Initial Complaint

  Date:05/08/2023

  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.

  As of last month (April 2023), following the Supreme Court decision on Sweet v. Cardona, NelNet reinstated loans that were previously forgiven under the Veteran's Affairs 100% disability program. They reopened the loans and began reporting them to credit agencies without permission. I contacted them on 4/18/2023 and asked for clarification and reasoning behind the decision. I was told that the loans were reinstated due to the SCOTUS decision and because they had been in forbearance prior to the VA payoff, despite the loans having been forgiven and removed from my credit report nearly a year prior. The readdition of the loans has damaged my credit score, causing a drop of nearly *** points.
  
  I believe that NelNet is double tapping on my loans, taking whatever payoff they received from the VA and now reopening them to receive a second amount from the Sweet vs Cardona decision. I want the loans reclosed and removed from my credit report ASAP.

  

  Business Response

  Date: 05/15/2023

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

  Customer Answer

  Date: 05/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The explanation for the reopening of discharged loans is unacceptable, as is the use of the term "temporary" when I was informed by the CS rep for the company I spoke to stated that the process could take up to 3 years. That is not temporary. If the loans had already been discharged under the VA, why were they reopened nearly two years later following the SCOTUS decision? They should not have existed to be reopened.
  
  
  
  Sincerely,
  
  
  
  Derek ********

  

  Business Response

  Date: 05/24/2023

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

  Customer Answer

  Date: 05/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The second response is identical to the initial response. Both are unacceptable. No timeframe for removal is provided and the reasoning for reactivation of the loans/reporting to credit agencies implies double dipping by the company regarding payoffs. Regardless of the result of Sweet vs Cardona, the loans had ALREADY been discharged through the VA. Reopening the loans after discharge in order to collect on a secondary decision is dishonest and unethical. 

  
  
  Sincerely,
  
  
  
  Derek ********