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 - National Educational Loan Network

  12165 W Center Rd Omaha, NE 68144-3962

  
• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

• 

  Nelnet-National Educational Loan Network

  P.O. Box 1649 Denver, CO 80201

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:03/03/2023

  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 these debts with Nelnet beginning with #****** and do not have contracts with Nelnet. They did not provide me with the original application like I asked.

  Customer Answer

  Date: 03/08/2023

  It was authorized directly by me, Dolakeh ****

  

  Business Response

  Date: 03/10/2023

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

• Initial Complaint

  Date:02/23/2023

  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.

  According to Nelnet they raised my bill over doubling and for months they did not inform me. Once they called and wanted a payment to back funds and penalties and interest I was informed that the bill had raised in which up into that conversation I had always made payments and even paid more than the monthly payment. I asked for a letter or email stating the new payment and I have not nor did I receive any coorespondance before they raised my bill. They did it then when the payments were insufficient and they finally got me on the phone they informed me via the phone that I owed a substantial amount of back monies. Then a few days after this I got my hours at work cut to a 3rd I again called Nelnet to see what they could do to help and they told me to reconsolidate so they can charge even more interest. I was denied a Ibr forbarence covid freeze and everything else I tried to do. My main issue is the back payments late penalties and interest they charged me for when they raised my bill and I was not informed for months on end. Now as of today I had collections call and they are seeking about *** dollars. This is due to them mainly not informing me that the bill was raised for months via correspondence mail email. This is a bank trying to pursue extra interest and late payment fees on something I was not informed of months prior to getting a call about back money owed. They waited months to inform the customer of a raised bill and now I am here to reap the punishment in interest and late payment fees possibly leading to a negative mark on my credit score. What is there accountability for them not informing me the bill was raised at all for months. As to this date no emails or even a later stating this and it started around nov 22 and it's almost March 23.

  

  Business Response

  Date: 03/08/2023

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

  Customer Answer

  Date: 03/09/2023

  
  
  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,
  
  
  
  William ********

• Initial Complaint

  Date:02/22/2023

  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 believe my former student loan provider has been withholding a refund that I requested of the student loans I repaid.
  The day it was announced that student loans would be forgiven for certain groups of individuals, I contacted Nelnet to request a refund of $******. I also called Nelnet months later to see where my refund was, they kindly informed me that it was still being processed but would be delivered shortly.
  Today I called them again and was told that my request was just processed today and should be sent to the Dept. of Education shortly for processing. Again, they denied any correspondence of these transactions in writing. Their delays in processing have caused me to miss out on significant funds that would have been gained on interest alone from the $******.
  The person I spoke with today could not even definitively tell me how much I had requested to be refunded.
  Happy to speak to anyone on this further if necessary. Thank you for your review.

  

  Business Response

  Date: 03/02/2023

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

  Customer Answer

  Date: 03/02/2023

  
  
  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.
  The folks I spoke to since initially filing this request were incredibly helpful as well. Notifications to audit where in the process everything is would have have stopped this from happening. Thank you all.
  
  
  
  Sincerely,
  
  
  
  Brian *******

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 original student loans were under ***** *****. They were transferred to Nelnet over a year ago. I have spent several months going back and forth with Nelnet to claim my refund owed to me for overpayment of student loans.
  
  I was sent a detailed outline of my Nelnet account from a Nelnet agent that outlined all my money I have paid toward my student loans under my previous provider ***** *****.
  
  Nelnet still has refused to give me my overpayment refund which is now supposedly $***.
  
  Despite them having on file the amount and payments made, they refuse to confirm that I made those payments. I had to request bank statements from the year 2020, which costed me $** out of pocket just to submit to them proof I had already paid that same amount from that year that they are telling me I did not.
  
  Please, I've been waiting since September 2022. Something is seriously wrong here that I had to pay to retrieve statements they already had me on file paying. I want my full refund from overpayment of my student loans AND I want reimbursed the $** I had to pay to access those bank statements!
  
  My Nelnet Account is **********.
  
  I do not appreciate being tossed around for 6 months and being told I did not make payments on my student loans when I CLEARLY did! I have never felt more neglected and believe this company to have unethical accounting. I would appreciate it if someone from BBB could get me my refund and reimbursed from Nelnet.
  
  Thank you.
  Draven ****

  

  Business Response

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with this business that I don't remember applying for and now I have student loan debt.
  I tried to log in to the account to find out more, but I did not know the log in information as I do not recall creating it in the first place. So, I selected the "forgot username" option after which the website prompted me to enter my social security number and birthdate, which I did. A message appeared that if I had an account an email would be sent to me. I never received an email. So I called. I was prompted again by an automated system over the phone to enter those same credentials and my zip code. After doing this, I received a message that there is no account matching the information I had provided. There is no other information that the account should be under if I possibly made it and just forgot. This is also strange because I have received information about this alleged new account before through email. So why don't they have my information or my email on file now? I am confused and would just like to know when and how this happened and why I cannot access my account with the only information it should have been created under.

  

  Business Response

  Date: 03/02/2023

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

• Initial Complaint

  Date:02/17/2023

  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 accordance with the Fair Credit Reporting Act. This account has violated my federally protected consumer right to privacy and confidentiality under 15 USC 1681.15 U.SC 1681 section 602 A. States I have the right to privacy.15 U.S.C16881 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions.
  
  In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692
  
  This account is reporting inaccurately on my credit report and I demand you DELETE IT immediately from my report
  ************
  Account Number: *************** Date Opened: 07/01/2015 Past Due: $0.00
  Please remove this inaccurate information from my credit report.
  
  This account is reporting inaccurately on my credit report and I demand you DELETE IT immediately from my report
  ************
  Account Number: *************** Date Opened: 10/01/2015 Past Due: $0.00
  Please remove it from my credit report.
  
  This account is reporting inaccurately on my credit report and I demand you DELETE IT immediately from my report
  ************
  Account Number: *************** 10/01/2015 Past Due: $0.00
  Please remove it from my credit report.
  
  This account is reporting inaccurately on my credit report and I demand you DELETE IT immediately from my report
  ************
  Account Number: ***************10/01/2015 Past Due: $0.00
  Please remove this inaccurate information from my credit report.

  

  Business Response

  Date: 02/27/2023

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

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  

   

  I am not an expert, but the FCRA does clearly state that my credit report needs to be 100% accurate and consistent. As of right now, it is neither accurate, or consistent.
  I am writing this written request demanding that this inaccurately reported account be removed from my credit profile due to the inaccuracy and inconsistency.
  This request is not being made in error and I will be contacting both of the other bureaus that are also in violation of reporting this account inaccurately:

   

  1. **** ***
  ******* ******** ********
  Account Number: ********
  Date Opened: 05/01/2022
  Past Due: $0
  
  2. ************
  Account Number: ***********
  Past Due: $0
  
  Regards,
  
  Edner *******

• Initial Complaint

  Date:02/16/2023

  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 payments are largely going to interest, instead of principal. So essentially, my balance is never decreasing.
  I am being charged erroneous fees on my loan. I have a specific monthly due date (the 21st of every month) but noticed at the bottom of my statement in small print, if payments are received after the 5th, I am charged a late fee. Additionally, there is account information missing from my profile. A rep read data to me from 2018, however, I only have access to 2020 to now data. When I pressed her on this discrep, she asked if I deleted it.

  

  Business Response

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/14/2023

  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.

  In March 2022 I applied for public service student loan forgiveness through ******* - who was the official servicer at that time. NelNet was supposed to transfer my student loans for processing, however they did not in a timely fashion. In July 2022, ****** became the official servicer for forgiveness processing. In September 2022, I submitted my forms to ****** for processing. On December 28, 2022 Nelnet still had not transferred my loans to ****** for my forgiveness to be processed. And now still February 2023 and they still will not send my loans to ****** for processing. Nelnet is giving me the run around. October 2022 I filed a complaint with Student Aid.Gov but that complaint is still in review. No one at Nelnet will help and keeps playing stupid and I am beyond frustrated. * ******** **** *** **** ******** *** ******* *** *** ***** *********  I need Nelnet to send my loans to ****** like they have requested!!!!

  

  Business Response

  Date: 02/23/2023

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

• Initial Complaint

  Date:02/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 16th 2022 I spoke with a rep of Nelnet on a past due amount ***** ï'' change.. The rep took out ***** ï'' change when only ***** ï'' change was permission by me to take.. The next payment was due on the 27th of Dec which at the time was about a week away. All of this was recorded on Nelnets end. When I noticed the mistake I quickly called Nelnet and they advised me they could not refund my money. I asked for a supervisor and they transferred me to a man that went back to date and time of conversation between myself and rep and did realize I only gave permission for ***** ï'' change and not ***** plus change. He the proceeded to tell me it will be 31 days before I could be refunded my money from a mistake they made and as of Feb 8 2023 I have not received my refund and my account is now 40 plus days past due because I am awaiting my refund to pay them due to the fact when they took an unapproved amount out of my account it threw my whole budget out of wack. Please help me to get justice with my refund and also late days that are accumulating on my account due to their negligence

  

  Business Response

  Date: 02/14/2023

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

  Customer Answer

  Date: 02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This response is unacceptable due to the fact that as of today I still have not received my refund and as of today it has been 64 days since Nelnet took unauthorized money out of my account which is recorded on their end. It took them 3 days to get money out of my account that I did not authorize and it's taking me 64 plus days to get my refund. And my account is steadily going into a late status. Why do they need my permission to put a stop on my account until this matter is handled. They didn't get my permission to take unauthorized money from my account. Nelnet should have some kind of policy in place to speedily handle refunds when the mistake came from their end my situation should not be handle as a normal refund situation.

• Initial Complaint

  Date:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 30, 2022, I requested a refund of my student loan payments that were made during the payment pause ( around $******) based on the following information:
  You can get a refund for any payment, including those through auto debit, you make during the payment pause (which started March 13, 2020). To request a refund, please contact us. If you want to opt out of the COVID-19 payment pause to take advantage of the 0% interest period, please contact us.
  
  I contacted Nelnet as indicated to make the request. I was told this could take up to 8 weeks. I see online that it can take up to 12 weeks. Either way, it is coming up on 6 months since my initial request. I have called multiple times & keep being told it is "pending" but no one can tell me what is pending. I think that they may have made a mistake with my account & can't tell me what happened or why. I was told by the solutions department that they will update me every Monday on the status. In the first 2 weeks, I received what looked to be an automated email with no new information. This week, I didn't receive any update so I called & was told that my request was still "pending". I asked for more information as to what pending means but he was unable to provide that to me. He said it was with leadership at this point. I asked to talk to leadership but to no avail. He said he would have someone call me back.

  Customer Answer

  Date: 02/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This letter does not address my concerns or questions. Why did it take a month for them to receive my initial request? I called on August 30th, 2022, not September 29th, 2022, as their letter claims. In my opinion, this letter is not accepting any accountability on how they handled my request or inquiries over the last 5 1/2 months. Somewhere the ball has been dropped. Every time I called for an update; I was not given a straight answer. When I made the initial request, I was told this process would take 8 weeks. I understand that high volume can change these timelines, but it was very obvious that each representative I spoke with was not on the same page.
  
  
  
  I am very well aware of the Biden-Harris Student Debt Relief Plan as I researched everything before requesting my refund. The letter states that the Department of Treasury had to approve every request however, no one ever mentioned that to me. I find it interesting that it took me filing a complaint before taking my request seriously.
  
  
  
  Due to the length of time & lack of response, I am hoping that my refund will be handled with the highest level of priority. I also hope that Nelnet can recognize what went wrong & take responsibility, so this doesn't happen to anyone else.
  
  
  
  Thank you.

  Customer Answer

  Date: 03/02/2023

  I wanted to follow up regarding an update on this complaint. I received a refund check in the amount of $1,934.41. The payments that I made during the payment pause were as follows:

  3/30/20 - $672.37

  5/5/20 - $1000.00

  5/29/20 - $1,500.00

  6/30/20 - $1,500.00

  7/20/20 - $8,000.00

  9/14/20 - $558.00

  10/8/20 - $1,999.91

  Total = $15,230.28

  When I called in to see where the rest of my refund was, they couldn't tell me & they didn't see any other refunds in process. I was told that "maybe" I will be receiving additional checks in the future & to be patient. I am not sure what I am being patient for as they didn't have any pertinent information for you. I am reopening my complaint in an effort to get an acceptable answer to my questions.

  Thank you,

  Sherry Shuber