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.
- 282 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:02/07/2023
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 have tried reaching out to Nelnet in regards to 90 day late payment that is showing up on multiple loans on my credit score for July 2017. I have tried asking for documentation for where a payment was missed. I also tried reaching out via their website and got nothing but a response letter in the mail explaining nothing. It would help me immensely if you could give me a second chance and make a goodwill adjustment to remove the late payment/payments on July 2017. Thank you for your consideration, and I hope you'll approve my request
Business Response
Date: 02/15/2023
Pertaining to Vanessa ********** federal student loan account, we reviewed their concerns and provide the attached response.
*** **************** ******** ******* * * *******Initial Complaint
Date:02/07/2023
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.
October of 2022 I called and requested a refund for all the student loan payments made during the pandemic 2020/2021 which was a total of 30 payments in the amount of ******. I received one refund check for ****** shortly after I requested the refund in Nov 2022. Dec of 2022 I received another in the amount of *******. In the meantime I have been calling Nelnet to find out when the checks are being sent out and been giving the run around by the representatives at Nelnet. One representative stated I have to contact another servicer to find out about my refund. The servicer is no longer existent. I was told by Nelnet gave me back my refunds and the other servicer was responsible for the rest. I did not receive all the money back from Nelnet and my student loans has increased as if I did. I need all my refunds not just 2 refunds.Business Response
Date: 02/17/2023
Pertaining to Akisha ******** federal student loan account, we reviewed their concerns and provide the ******** response.
*** **************** ****** *****Customer Answer
Date: 02/28/2023
Complaint: ********
I am rejecting this response because:
Payments were made from January 2020 not March 2020 and I asked that all the monies be refunded during COVID. Please refund the full 23 months that I paid.
Sincerely,
Akisha ******Initial Complaint
Date:01/17/2023
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 consolidated my student loans with Nelnet in 2003. I paid off the student loans in full 12/14/2021. Nelnet sent me 2 letters congratulating me on paying my loans in full. January 6, 2023, Nelnet added over $******* back on to my paid in full account and I was notified by Experian, Equifax, and TransUnion that the balance on 1 of my accounts increased. I immediately called the company and they informed me that it was a system glitch and they spent and hour on the phone with me filling out a form to correct it. 1 week later, I called back because the balance is still there, they kept me on the phone over an hour again stating that the form was sent to the wrong department. We filled out another form. I called them today 1/17/23 and the manager of the department stated that the 2 previous forms were sent to the wrong department. I am in the process of applying for a Mortgage Loan and this has dropped my credit score and added debt to my loan that the lender wants paid in full. This is WRONG! They reported my loan paid in full for 1 year consecutively for 12 months. How do you just discover that I still owe you money a year later, when you gave me the payoff quote. Please look into this situation and see if this is a systemic problem with this company. I have done my part and honored my agreement with this lender, and they should be expected to do the same.Customer Answer
Date: 02/13/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Please do not allow them to post my personal address in this response. My identity can be stolen because of their actions. Please require them to remove my personal address from this response. I do agree with their decision to reverse the charges because that is the right thing to do. I am glad that they realized that they did not communicate any investigations of my account to me before putting this fee back on my account. Thanks for assisting me with this matter. I tried several times on my own to get them to do the right thing. It wasn't until I wrote this complaint letter that I was heard.Business Response
Date: 02/17/2023
Pertaining to Belinda ******* federal student loan account, we reviewed their concerns and provide the ******** response.
*** **************** ****** *****Initial Complaint
Date:10/19/2022
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.
The customer service department has not been able to find my sons account for days now.
The college continues to redirect me to Nelnet, however, Nelnet claims to have no record of my son or myself in their system.
I need to urgently change the payment date and no one can assist.
These transactions have been deducted from my account by Nelnet but now no one there knows how to locate my son's information. Again, this is urgent as this is scheduled for 10/25 and I need to change it to 11/4.Business Response
Date: 12/07/2022
Business Response /* (1000, 11, 2022/11/14) */
On 10/19 the customer spoke to a NBS representative who explained that we aren't able to change payment dates (school instructions). During the call the representative explain the process, answered additional questions and explained the next steps in which the customer acknowledged. A additional call was made on 10/21 with the phone number in the system in which I received a VM. I provided my direct line to call me back if there were additional questions.
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