Student Loan Services
Nelnet - National Educational Loan NetworkHeadquarters
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
- 1,147 total complaints in the last 3 years.
- 281 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/25/2023
Type: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 applied to have my student loan reposted to my Nelnet account during the student loan debt relief period (applied on October 25, 2022). Nelnet then cut a check on (October 31, 2022) and mailed it in "early November" according to their service providers. I never received the check with the amount of the loan and reached out in January (January 31, 2023) regarding the issue. Nelnet confirmed the check was not cashed, and submitted a request to "stop pay and reissue" a new check (I have not confirmed they have actually reissued it, this is just what I was told by their service providers) but I have not received the check. I called again (March 20, 2023) which was 48 days after my original issue was brought to their attention, but did not receive any action items/help on the issue.
This reissue was supposed to take 6 weeks or 42 days and as of today (April 24, 2023), it has been 83 days. I called again today (April 24, 2023) and have not been able to get any help or answers. I have a balance posted on my account but do not have the money that I paid the balance off with originally. I have called numerous times to get this resolved and they only provide me with "We are very backed up".
I need this issue resolved. Nelnet owes me a check for $******** (the amount that was requested for the student loan debt relief that I had originally paid off over the pandemic and that was approved on October 25, 2022).
Business Response
Date: 05/10/2023
Pertaining to Cydney ********* federal student loan account, we reviewed their concerns and provide the attached response.
Initial Complaint
Date:04/24/2023
Type: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 checked my credit report on November 16, 2022 and realized there are two student loans in my name from Nelnet that are not mine. I have never taken out a student loan. I called Nelnet and they set up a fraud claim and I submitted the fraudulent loan application in Jan 2023 (It took them weeks to send to me the fraud forms). They told me that the person used my Social Security number and address, but used an unknown phone number and email address. Also, the fraudulent loan was taken out under my maiden name of Alicia ****** (I have been married for over ** years and do not make loans or other banking activities in my maiden name). I have never attended the two colleges associated with these loans. The fraudulent phone number was also on my credit report. I disputed the phone number and two loans with all three credit agencies. I also set up fraud alerts and froze my credit report with all three agencies. I filed a police report in November 2022, which is attached. I have since contacted Nelnet on two occasions and they have been no help and say the application is still under “review” but with no idea of when it will be completed. I need to get this resolved asap. Please reach out for more information if needed. Thanks for your help.Business Response
Date: 05/01/2023
Pertaining to Alicia *********** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 05/02/2023
Complaint: ********
I am rejecting this response because:I am glad to see that the identity theft application has finally been approved, but this is not a letter stating that my financial liability has been removed for these loans. That is what I’m looking for at this time. It says 30-45 days to process, but I’m not sure what that means and it doesn’t clearly say what I will receive at that time. I prefer to keep complaint open until they remove these fraudulent loans from my name and provide written proof of this. Thanks.
Sincerely,
Alicia *********Business Response
Date: 05/05/2023
Pertaining to Alicia *********** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 05/07/2023
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,
Alicia *********Initial Complaint
Date:04/24/2023
Type: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 transferred to Nelnet in 2022 from *******. I paid the entire balance of the loan February 2023. It was a requirement from a potential lender in order for me to obtain housing and move out of my current residence. My credit file needed to reflect this $0 balance. I contacted Nelnet to inquire about their credit reporting since it showed they had not reported in months. I was told once the Department of Education got the “payment” receipts - they could report. Fast forward to March 2023 and by this time I had disputed with the three credit bureaus because Nelnet clearly was not cooperating and the Department of Education representative told me they had no idea why they were not reporting correctly as their records clearly showed a $0 balance. They said it was on Nelnet to report to bureau. Clearly my disputes with the bureau made Nelnet aggressive because instead of correcting- they continue to close my dispute case and the third dispute case they closed with Equifax April 19, 2023; they also left a comment on my file which now along with the incorrect balance hurt my chances of obtaining credit. I have to be out of my place June 1st and will have to stay in hotels or some sort of lodging because Nelnet would not correct the balance and instead it appears they became retaliatory. How could they not correct the balance when they even sent me the student loan congratulatory payoff letter. This has been the most stressful situation and I am so grateful to not have to deal with them with the exception of trying to clear my credit. I have filed a complaint to escalate the matter.Business Response
Date: 05/09/2023
Pertaining to CHloe ******** federal student loan account, we reviewed their concerns and provide the attached response.
Thank you.
Initial Complaint
Date:04/24/2023
Type: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.
Complaint:
I am constantly being harassed by the student loan servicer, Nelnet about a loan (Account #**********) that is currently pending discharge based on a Borrower's Defense (application #********) filed with the US Department of Education in September 2021 due to misleading information provided to me by the school where I secured the loan.
I have informed Nelnet of this pending application multiple times, to NO avail. I have applied for several student loan deferments and forbearances to keep the loan from falling into default during the BD application review process (in which no collection action should be taking place during this pending application process). However, Nelnet continues to deny these requests and continues to up their aggressive collection tactics through emails, phone calls, text messages and US Mail, as if they are trying to force the loan into a DEFAULT status. I find their actions annoying, egregious, unscrupulous, and harmful in many ways. This is particularly true given no collection activity should even be taking place on my account at this time.
I have also filed a complaint with the US Department of Education concerning this issue, and they have kicked the ball down the road by delaying to review the case until another 60 days or so (ensuring a status of Default).
Please, please, I really need your HELP on this one!
I would like immediate assistance in stopping the harassment and collection activity by Nelnet, and urge them to make a prompt CORRECTION TO MY CREDIT REPORT.Business Response
Date: 05/03/2023
Pertaining to Kathy ******** ****** federal student loan account, we
reviewed their concerns and provide the ******** response.Customer Answer
Date: 05/03/2023
BBB: Thanks for your prompt and professional response. You get RESULTS!
I checked my NELNET account today as of this response, and do see where an administrative forbearance has been applied to my account. I hope this means no further harassment during the US ED Borrower's Defense discharge process. If so, I accept their response.
One correction, however: Per Nelnet's response the Student Loan Lender is shown as Nelnet (EFS), when the actual Lender was the defunct ******** ****. Please note the correction. Thanks for help!
*** 5/3/2023
Customer Answer
Date: 05/03/2023
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.
Thank you for your help!
Sincerely,
Kathy ******** *****Initial Complaint
Date:04/18/2023
Type: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 borrower defense application with Federal Student Aid was 100% approved on October 30, 2022. I have called Nelnet numerous times to update my account to reflect a $0 balance and refund eligible payment. Nelnet repeatedly tells me to call Federal Student Aid because Nelnet doesnt have that info. I have called FSA numerous times and they tell me that Nelnet is my contact as they are my servicer. I need my account balance updated to $0 and eligible payments refunded.
“Borrower Defense Application: # ********
Dear BRYAN *******,
The Department of Education (Department) has approved your claim for forgiveness of your federal student loans under the borrower defense to repayment rules, 34 C.F.R. §685.206(c) and §685.222.
We have determined that you are entitled to forgiveness of the loans associated with your enrollment in program(s) at ***** ********** based on the school’s material misrepresentation(s) to you. The Department also has determined that the value of the education that you received was minimal. Therefore, 100% of the William D. Ford Federal Direct Loans (Direct Loans) you received for the programs of study related to your approved claim will be discharged (cancelled).
The Department will notify your loan servicer of the approved forgiveness, and the forgiveness should be completed within the next 180 days. Your servicer will send you more details about the forgiveness, including which loans have been forgiven. If your account has no other outstanding balances, in addition to your loan forgiveness you also may receive a refund for prior payments you made on the Direct Loans which are being forgiven. You will receive more information about your refund, if any, from your loan servicer.”Business Response
Date: 04/25/2023
Pertaining to BRYAN * ********* federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 04/25/2023
Complaint: ********
I am rejecting this response because:I have called the Department of Education multiple times. I have always been referred back to Nelnet. And vice Versa, Nelnet sends me right back to Department of Education.
per the department of education, my claim was approved and Nelnet was provided the attached letter on October 30, 2022.
I have attached my approval letter. I will not sit in limbo and go back and forth over this anymore.
Sincerely,
Bryan *******Business Response
Date: 05/04/2023
Pertaining to Bryan ********* federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:04/12/2023
Type: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 received a letter from Nelnet claiming that I owe an alleged debt . This debt dates back to 2008 and is way past the statute of limitations and has been disputed with ******* for which this alleged debt originates. This Business is attempting to re-age an alleged debt. I find this to be a deceptive business practice. Further more the letter is statement. If this alleged debt was valid even though it is not, Nelnet needs to send a true bill of what is actually owed on this alleged debt.Business Response
Date: 04/19/2023
April 19, 2023
Stephen ******
** ****** ******* **** *
******** ** **********
Account: **********
Dear
Stephen,
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 received a letter from us
claiming you owe an alleged debt. You are requesting substantiation of this
debt as well as information regarding the date the debt was purchased and from
whom.
On behalf of
ED, we service your federal student loans. Your
account is in forbearance and in good standing. As of April 18, 2023,
your outstanding balance is $*********. Of that balance, $********* is
principal and $**** is interest. You are currently enrolled in the Standard
Repayment Plan. Your forbearance is
anticipated to end on August 31, 2023. You may view additional detailed loan information
through Nelnet’s website, Nelnet.com, and ED’s website, StudentAid.gov.
We currently service
a Federal Family Education Loan Program (FFELP) Consolidation Loan and three FFELP
Stafford Loans. We have enclosed the promissory notes for each of these loan
types as well as your payment histories.
******* began
servicing your FFELP Consolidation Loan in July 2005. Your Consolidation Loan transferred
to ******* ********** ***** (***) in March 2023 who serviced your loan until we
received it on March 23, 2023. The FFELP Consolidation Loan was guaranteed by
American Student Assistance (ASA).
******* began
servicing one of your FFELP Stafford Loans in October 2005. These loans were also
guaranteed by ASA and were transferred to *** in March 2023. We received them
on March 23, 2023.
Your other two FFELP
Stafford Loans were originally serviced by ******* beginning in January 2008.
These were transferred to ********** for servicing in January 2011 when they
were purchased by ED. ********** serviced them from January 5, 2011, until
November 26, 2014, when they were transferred to ***. We received them March 23,
2023.
The National Student Loan Data System (NSLDS), ED’s
central repository for federal student loan information, confirms the following
loan disbursements were paid in full by your 2005 FFELP Consolidation Loan.
This is the information that we, as your loan servicer, have received from ED.
We provide detail on the individual loans below. Please note individual loans
typically have multiple disbursements.
Disbursement Date Loan Type Disbursement Amount School
December
29, 2003 FFELP Stafford
Subsidized $******** ************ **********
September
1, 2004 FFELP
Stafford Unsubsidized $******** ************ **********
September
1, 2004 FFELP
Stafford Unsubsidized $******** ************ **********
It is important to know that
Nelnet is not a debt collector under the Fair Debt Collection Practices Act. We
are contracted by ED to service non-defaulted federal student loans. As a
servicer, we assist borrowers with repayment options. We are also required to
report the loan status and balance to the national consumer reporting agencies.
We have enclosed a summary of your federal student loan disbursements
along with a copy of your promissory notes. These promissory notes are your
loan agreements. Please note that as a precautionary measure, we redacted your
identity sensitive information (Social Security number, Driver’s License
number, and date of birth) from the promissory note.
The Freedom of Information Act (FOIA) debt
verification requirements. FOIA requirements allow an agency to provide
requested records in any form or format readily reproducible. In providing
a clear, legible photocopy of your promissory notes, Nelnet has complied
with the FOIA requirement to provide valid debt verification.
The Electronic Signatures in Global and
National Commerce Act passed in June 2000 states any contract with an
electronic signature may not be denied legal effect or ruled unenforceable
because it was created digitally. ED has designated the FSA Personal
Identification Number as the electronic signature for federal student
loans. Use of this number when applying electronically for your FFELP
Consolidation Loan in June 2005, gave the application the same legal
integrity as documents bearing an inked or wet signature.
All
pertinent information regarding the making and collection of your loans is
contained in the Terms and Conditions and the Borrower’s Rights and
Responsibilities contained in your FFELP Promissory and Master Promissory
Notes. Under these terms, a FFELP program borrower is obligated to repay
the full amount of the principal owed plus any interest, fees, or costs.
We have reviewed your account
and note that you have taken action that constitutes acceptance of the
repayment obligation. These actions include making payments to the loan and requesting
forbearances.
Please continue to make
payments as scheduled each month when your loans re-enter repayment, or
proactively seek options available to reduce or suspend payments to prevent
your account from becoming delinquent.
Additional Information
On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security
(CARES) Act was enacted to provide broad relief in response to the Coronavirus
disease 2019 (COVID-19) for federal student loan borrowers whose loans are
owned by ED. Your loan is currently in an Administrative CARES Forbearance, and
no payments are currently due. You may view additional detailed loan
information through the following websites:
Nelnet – Nelnet.com
FSA – StudentAid.gov
CARES information – StudentAid.gov/h/announcements-events
We hope you
find this information helpful. If you have any other questions, you may call us
at ************ from 8 a.m. to 11 p.m. (Eastern) Monday, 8 a.m.
to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You can also
email ********************************** or visit Nelnet.com.
Sincerely,
Joe
Nelnet Loan Servicing
Please find the following enclosures:
Your promissory notes
Your Nelnet payment history
*** Payment History
******* Payment HistoryBusiness Response
Date: 04/19/2023
Pertaining to Stephen ** ******** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 04/24/2023
Complaint: ********
I am rejecting this response because: I have disputed all alleged loans with ******* and so I am not understanding why the department of ed has these loans.
Sincerely,
Stephen ******Business Response
Date: 05/01/2023
Pertaining to Stephen ******** federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:04/11/2023
Type: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 is the servicer for my Federal Student loans. When I declared bankruptcy they decided to put in a claim for the entire amount I have outstanding with them. I have tried to contact them over the past month to understand why they did that as I was not in default. Other than the representatives that answer the phone, not one person with knowledge of the situation and why they did that will call me back. They are financially harming me and causing financial ruin. I want someone to call me that has knowledge of the situation and explain their decision or else they leave me no choice but to take legal action, which is the last thing I want to do. I have every intention to pay off my student loan but asking for the entire amount up front is unfair and discriminatory. I want a resolution and want someone to contact me asap.Business Response
Date: 04/19/2023
April 19, 2023
Elaine ******
** ****** ***** *******
********** ** **********
Account: **********
Dear
Elaine,
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 bankruptcy status on
your account and believe that your entire amount is now due. You would like to
discuss the situation with someone.
This communication
is not an attempt to enforce or collect a debt. It is sent in response to your
request and is for informational purposes only.
While
in a bankruptcy proceeding, a forbearance is added to your account until the
conclusion of the bankruptcy proceedings. As a result, collections on your
account are suspended and your entire amount is not now due. If your student
loan account has not been ordered to be discharged by the bankruptcy court, any
unpaid interest that accrued during forbearance may be capitalized and added to
the principal balance.
During
April 13, 2023, telephone conversations with Sara and Alex, we explained Nelnet
is unable to remove the bankruptcy claim.
Please
consult with your bankruptcy attorney if you have additional questions
regarding your bankruptcy proceeding and the impacts of bankruptcy on your
federal student loans.
We hope you
find this information helpful. If you have any other questions, you may call us
at ************ from 8 a.m. to 11 p.m. (Eastern) Monday, 8 a.m.
to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You can also
email ********************************** or visit Nelnet.com.
Sincerely,
Joe
Nelnet Loan ServicingCustomer Answer
Date: 04/20/2023
Complaint: ********
I am rejecting this response because:Your response to my complaint does not make any sense. My account was NOT in collections. It is obvious to me that Sara and Alex, though respectful and wanting to be helpful have no understanding of the problem or how to handle it. Respectfully, it’s way above their pay grade. I am tired of wasting my time talking to customer service reps. This is a serious legal issue which I have explained and pointed out to them but their supervisors who they reach out to have not allowed me to speak with one of your attorneys. You have left me no choice and so have filed several complaints against you with the Department of Education and Federal Student Loans which hold my loans.
I have asked you for months to have someone with some kind of authority and knowledge to contact me or my lawyer. It’s been over 30 days calling you people every day to ask to speak to your lawyers and you have denied me every time. Then you have the nerve to send me this letter in answer to my complaint. This is a fluff letter, which just buys you time. It’s obvious to me that you are hiding behind your customer service reps and you’re either ill equipped to deal with my situation, or worse, you don’t care that you’re making a terrible mistake against me and my family.
I once again, respectfully demand to speak with your lawyer that is familiar with bankruptcy situations so that I and my lawyer can understand why you have arbitrarily chosen to take this route of calling in my entire loan when I was NOT in defaultYou have my permission to call my lawyer, Daniel ***** at ************. As my servicer, I expect you to take action and communicate with me or my lawyer immediately.
Sincerely,
Elaine ******Business Response
Date: 04/25/2023
Pertaining to Elaine ******** federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:04/07/2023
Type: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 tried speaking with a chat representative regarding the refund of my federal loans serviced by Nelnet and was told completely false information regarding the refund of my FFELP loans serviced by Nelnet.
I was told that the DOE doesn't have the authority to submit for refunds, yet know for a fact that as part of the sweet vs devos/cardona lawsuit regarding borrow defense applications that I am approved and warranted refunds many others are already receiving from Nelnet.
I would like to talk to a representative at Nelnet that is familiar with the refunds they are already processing to be sure that my loans are closed and refunded appropriately.Business Response
Date: 04/12/2023
Pertaining to Matthew ********
federal student loan account, we reviewed their concerns and provide the
******** response.Customer Answer
Date: 04/12/2023
Complaint: ********
I am rejecting this response because:I still need information about REFUNDS for my loan. The borrower defense application has been approved 100%. But the agent told me Im not eligible for REFUNDS. This should not be true with my loan.
Sincerely,
Matthew ******Business Response
Date: 04/19/2023
April 19, 2023
Matthew ** ******
***** **** ****** *****
*** ******* ** **********
Account: **********
Dear
Matthew,
We appreciate your BBB Rebuttal case ********.
We understand you still have concerns related to borrower defense to repayment
loan forgiveness and our previous response.
On
April 12, 2023, our response to BBB case ******** (enclosed) explained
the U.S. Department of Education (ED) will process your borrower defense to
repayment loan forgiveness claim and that this claim is not yet complete. The response
also explained that ED regulates, reviews, and approves or denies borrower defense
to repayment claims. Please contact ED directly to check the status of your
application and the possibility of a refund. You may contact them by telephone
at ************, or email **********************. For
additional information, you may also visit the Sweet vs. Cardona settlement information page on Ed’s website. This page also contains links to
additional pages with more detailed information.
We hope you
find this information helpful. If you have any other questions, you may call us
at ************ from 8 a.m. to 11 p.m. (Eastern) Monday, 8 a.m.
to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You can also
email ********************************** or visit Nelnet.com.
Sincerely,
Your Nelnet Customer Service Team
Enclosures:
Nelnet’s response April
12, 2023Initial Complaint
Date:04/06/2023
Type: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.
Waiting for my Covid refund of student loans as others have mentioned. When I called I was also told they know nothing. Then I was told to call the company I paid. (Who is no longer in business and dissolved “my fed loan”) as they would need to refund me. Not Nelnet. Truly laughable.Business Response
Date: 04/13/2023
Pertaining to Kayla *********
federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 04/13/2023
Complaint: ********
I am rejecting this response because:I did not request anything on march 23. I received an email sometime in 11/2022 stating that you began processing my refund request. So that was several months nothing was done? Why march 23rd?
Sincerely,
Kayla *******Business Response
Date: 04/25/2023
Pertaining to Kayla ********* federal student loan account, we
reviewed their concerns and provide the attached response.Initial Complaint
Date:04/05/2023
Type: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 never entered into a relationship with Nelnet, but they claim to be the servicer of my student loans that I got through the FAFSA process. During the pandemic, both President Trump and President Biden suspended student loan payments. However, Nelnet didn't comply and was billing me for student loans during the pandemic. Nelnet has claimed that my loans are "commercial" loans, so President's orders don't apply to them. I tried to apply for an Income Based Repayment (IBR) plan through the Dept. of Education/Studentaid.gov but, because I was unemployed during the pandemic and got a new job that caused a substantial change in my income, their website said I had to submit a paper form to Nelnet. I submitted a paper IBR request with supporting documentation of my monthly earnings to Nelnet, but Nelnet claimed they didn't know my gross income. All they had to do was multiply my monthly income by 12 for a gross income estimate (because I was trending to earn less in the current year than the prior year). Nelnet also claimed they need my employer's address, but I'm self-employed and I believe Nelnet knows that too. Then, after learning that I was making about $*****/month, Nelnet started billing me for approximately $*****/month and damaging my credit. Nelnet has proven themselves to be ************, ****** ** ****** *****, *********, bad at following directions, and bad at managing debt. I hope they go out of business.Business Response
Date: 04/14/2023
Pertaining to Carolyn ******** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 04/23/2023
Complaint: ********
I am rejecting this response because: Nelnet is not acknowledging that they ignored my IBR information that I submitted in 2022, that "*** *******" are self-employed, that they don't need to know my gross income for the prior year of unemployment if they know my actual income for current employment, that they only reason I had to submit documents to them was because there was a projected DECREASE in my income (which would make my payment less than the $0 I was already being billed), and that they are making themselves impossible to work with. Nelnet is basically making-up ways to collect more money than they deserve and blaming me for it. If Nelnet is not going to right the wrong they have done to me, I will continue to escalate this issue. No consumer should be subjected to their *********.
Sincerely,
Carolyn ******* ****Business Response
Date: 05/01/2023
Pertaining to Carolyn ******** federal student loan account, we
reviewed their concerns and provide the attached response.Customer Answer
Date: 05/09/2023
Complaint: ********
I am rejecting this response because:
Nelnet was aware of my actual income (see attachment). The IBR application and letter that I submitted were mailed together in the same envelope. "**** ******* are self-employed and I already told Nelnet that my wages are *********** ** wages (which means I am self-employed). I should not have to sign every page of my letter and application for it to be "self-certified." I also called Nelnet about this application, and they kept claiming that they need more information.
I also recently received letters from a company called ******* stating that ******* bought my loans from Nelnet on 4/18/23 (see attachment). That was prior to Nelnet's current BBB response, in which they are still claiming that I owe them money for delinquent loans. However, Nelnet mailed me letters last week asking me to make delinquent loan payments but has never mentioned that they sold any of my loans. So, it's not clear what Nelnet sold and whether they're still trying to get money from me for loans that they sold.
In *******' letter they also state that the loans they bought are on a "pause" and that they will not currently commence collection activities because of it. That is appropriate and in-line with what the Presidents of the United States (Trump and Biden) were saying on the news. Nelnet was supposed to have all of my loans on a similar kind of pause, and that pause is still supposed to be in effect. ******* seems to understand that, but Nelnet does not. If Nelnet is going to require annual recertification (and income information), then they are servicing student loans, not business/commercial loans. Nelnet has tried to claim that my loans were business/commercial loans, and they are wrong.
Nelnet put my student loans into repayment when they were not supposed to, and they substantially damaged my credit. Nelnet should have to repair my credit and sell all of my loans. I absolutely do not want to work with them.
Sincerely,
Carolyn ******Business Response
Date: 05/16/2023
Pertaining to Carolyn ********
federal student loan account, we reviewed their concerns and provide the
attached response.Customer Answer
Date: 05/24/2023
Complaint: ********
I am rejecting this response because:Nelnet's 4/14/23 response claims that my loans are 342days past due, which isn't legally possible. The issue/problem isn't just whether CARES act applies to my situation, the problem is that Nelnet is making-up reasons to collect money from people that they should even be billing. 1) CARES act prevents collection of student loan payments, 2) Carolyn submitted IBR request and supporting documentation which should have resulted in a $0 bill, 3) These loans were recently bought by ******* (but Nelnet is still sending me bills for them), 4) *********** ****** ********** *********** (****) is claiming to be the guarantor of these loans and, in their 5/13/23 letter, assured me that the CARES act does apply, the interest rate is 0%, and collection attempts (including billing) were supposed to be suspended, 5) If these are "business" loans, and not student loans, then Nelnet should not require or accept income information, 6) Nelnet has not shown any information indicating that they can legally collect money for these loans, AND #7) Carolyn can't actually pay you, so you've been extremely inappropriate with her during a financial crisis. There is likely no benefit to anyone to have Carolyn tending to you instead of performing money-making activities. *** *** ******* *** ******** *******
Business Response
Date: 05/31/2023
May 31, 2023
Carolyn ******
**** **** *** ***** *****
******* ** **********
Account: **********
Dear
Carolyn,
We appreciate your feedback on your Better
Business Bureau inquiry. We understand you still have concerns regarding the
past due status because your Income-Based Repayment (IBR) plan application was not
processed. You also feel the Coronavirus Aid Relief and Economic Security
Act (CARES Act) should be in effect on your account.
We have
made every reasonable effort to respond to your concerns. Your latest
correspondence raises no new demands that we must accommodate. We enclosed our
previous responses, where we provided information on what you must do for us to
calculate your payment based on your income and family size. We also have
provided you with sufficient explanation of federal policy regarding the CARES
Act, and that your loan program is not included in these provisions. Future
requests that do not provide new information substantiating your claim may be
filed without additional response.
As of May 31, 2023, your loans are 388 days past due in the
amount of $********. Your outstanding balance is $**********. Of that balance, $**********
is principal and $******** is interest. You have $****** in outstanding fees.
Please contact us immediately using the information in this
letter to discuss possible actions to bring your account current.
We hope you
find this information helpful. If you have any other questions, you may call us
at ************ from 7 a.m. to 8 p.m. (Central) Monday, 7 a.m.
to 7 p.m. Tuesday and Wednesday, and 7 a.m. to 5 p.m. Thursday and Friday. You
can also email ********************************** or visit Nelnet.com.
Sincerely,
Joe **
Nelnet Loan Servicing
Enclosure:
Letter
dated May 16, 2023Customer Answer
Date: 06/12/2023
Nelnet's "reasonable effort" involves sending me bills for over $****/month during a pandemic; That's not reasonable. The only reason Nelnet doesn't think there are new issues raised is because they refuse to acknowledge them. **** and ******* have both stated (in letters addressed to me) that Nelnet's servicing of my loans is not consistent with their interpretations of current laws/regulations/student loan issues. ******* has stated that collection activities are suspended through 6/30/23. I believe Nelnet is aware of the ** Attorney Generals' involvement in this matter because Nelnet already responded to the Attorney Generals' request for information from them. I will be supplementing Nelnet's response with additional information about my accounts. If Nelnet is not willing to communicate through the BBB anymore, then they are less likely to get a call back from me. The BBB is a reliable intermediary for resolving disputes. If Nelnet doesn't want to participate because they would rather talk on the telephone, then they are not participating in this process, they are seeking to avoid it.Business Response
Date: 06/19/2023
Pertaining to Carolyn ******** federal student loan account, we reviewed
their concerns and provide the attached response.
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