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.

close

Find a Location

Nelnet - National Educational Loan Network has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Loan Services

  PO Box 64692 Saint Paul, MN 55164

• 

  Nelnet-National Educational Loan Network

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

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

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:03/05/2025

  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 formally dispute several accounts listed on my credit report. The accounts listed below do not belong to me, and I believe these are a result of identity theft. I am a victim of identity theft, and I request that these errors be investigated and corrected as soon as possible.
  
  The following accounts have been identified as incorrect entries on my credit report:
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 11/5/2015
  Account Number: ***************
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 11/5/2015
  Account Number: ***************
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 11/5/2015
  Account Number: ***************
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 10/28/2014
  Account Number: ***************
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 10/28/2014
  Account Number: ***************
  
  Creditor Name: DEPTEDNELNET
  Opened Date: 10/28/2014
  Account Number: ***************
  
  These accounts were not opened by me and are a result of identity theft. I request that these accounts be removed from my credit report, and I ask for your assistance in investigating this matter to ensure my credit report reflects accurate information. Please consider this letter as a formal dispute, and I request an investigation into these accounts and a prompt resolution to rectify my credit record.

  

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  ******* ******
  **** *********** *** *** **** ***
  *********** ** *****
  
  
  Account: **********
  
  Dear *******,
  
  We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  
  Your concern, as we understand it, is you’re disputing several accounts listed on your credit report.
  You state that these accounts do not belong to you. You assert that you’re a victim of identity theft,
  and you request that these errors be investigated and corrected as soon as possible. You’re asking
  us to remove these accounts from your credit report.
  
  We service six Federal Direct Stafford Loans (Loan Groups AG through AL) that were disbursed
  between October 2014, and November 2015, for your attendance at ********* ***** **********. In
  addition, we service two Federal Direct Stafford Loans (Loan Groups AE and AF) that were
  disbursed on February 6, 2024, for your attendance at Hair Academy II. On November 28, 2019,
  your six Direct Stafford Loans defaulted and were transferred to the Default Resolution Group.
  
  Under ED’s Fresh Start program your loans are no longer in default, and they have been transferred
  back to Nelnet, effective May 4, 2024. The Fresh Start program is a temporary initiative from ED
  designed to assist borrowers with defaulted federal student loans. This program offers benefits that
  help borrowers regain good standing on their loans. We have enclosed a copy of the May 16, 2024,
  welcome email for your records. You may also view detailed loan information through Nelnet’s
  website, ********************* , and ED’s website, StudentAid.gov . We’ve also enclosed a copy of
  your loan disbursement detail for your records.
  
  Please note factual data may remain on your credit report, even if your loans are transferred to
  another servicer. We are unable to update the data furnished by your previous loan servicer.
  
  If someone unlawfully used your identity without permission to take out federal student loans,
  information is required to initiate an investigation. Please visit ED’s website
  StudentAid.gov/resources/scams for information on how to report identity theft and initiate an
  investigation.
  
  We noticed the phone number and email address you included with your inquiry differs from the
  phone number and email address we have on file. We may receive updates from your school or ED
  if either of these entities have different contact information for you. Please log in to your
  StudentAid.gov account or ********************* account to review and update your contact
  information. Alternatively, you can contact ED at ************ or our customer service team using
  the contact information provided at the end of this response.
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 9 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You
  can also visit ********************* .
  
  Sincerely,
  
  ******** R.
  Nelnet
  

• Initial Complaint

  Date:03/04/2025

  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 disputing an invalid account reported by NELNET on my credit report. This account is inaccurate, unverified and violates the Fair Credit Reporting Act (FCRA) because it does not meet the legal standards of reporting. I request it immediate removal. If the furnisher cannot provide proper validation, it must be deleted per 15 USC 1691 and appropriate Federal Laws.

  

  Business Response

  Date: 03/07/2025

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

  We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S.
  Department of Education (ED), we service your federal student loans. We take your concerns
  seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is that you believe the loans we service are inaccurate and
  unverified. You’re asking us to remove the loans if we cannot provide proper validation.
  On behalf of ED, we service your federal student loans. Your account is in repayment and is
  currently past due in the amount of $3,354.94. As of March 5, 2025, your outstanding balance is
  $56,996.92. Of that balance, $43,618.38 is principal and $13,378.54 is interest. You are currently
  enrolled in the Standard Repayment Plan. You may view additional detailed loan information through
  Nelnet’s website, *********************, and ED’s website, StudentAid.gov.
  We began servicing your loan immediately after its origination on August 23, 2012.
  We enclosed a statement detailing your loan disbursements.
  It is important to know that Nelnet is not a debt collector under the Fair Debt Collection Practices Act.
  We are contracted by your lender 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.
  

  Customer Answer

  Date: 03/11/2025

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

  Dear *** */NELNET,
  
  I received your correspondence to my BBB complaint. Though you described your relationship with the Department of Education in detail, your response was confusing once I presented it to my attorney. You stated that:
  
  “It is important to know that Nelnet is not a debt collector under the Fair Debt Collection Practices Act.
  We are contracted by your lender 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”
  
  
  Clarifying your position as an affiliate of The Department of Education was exactly my point in my complaint. As an affiliate of the Federal Department you are subject to the laws of the land in relation to any perceived governmental debt or loan. In addition, to your affiliation with The Department of Education, NELNET sharing any information with a third party or National Consumer Reporting Agencies that I did not give my direct consent permission to; violates the provisions set forth in 15 U.S.C. 6802(b) of the United States codes and Family Education Rights and Privacy Act.
  
  If you are stating that NELNET is not subject to any of these laws please provide documentation of your independent or foreign status and signed documents that I have given my written consent for you to share personal information with third parties.
  
  If NELNET is not able to provide such documentation then kindly remove and refrain from sharing my sensitive and private information from third party national consumer reporting agencies.
  
  Thank you,
  ****** * ********
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 03/20/2025

  March 20, 2025

  
  ****** ********
  *** ***** ******
  ************ ** *****
  
  Account: **********
  
  Dear ******,
  
  We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  
  As we understand it, you are still concerned about our role in credit reporting. You also believe that
  we are violating your consumer right to privacy pursuant to 15 U.S. Code § 6802.
  
  We currently service your Federal Direct Stafford Loans on behalf of ED. In accordance with our
  agreement with ED, we furnish your account data to the consumer reporting agencies. As a data
  furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is
  complete and accurate. Any information we share is in accordance with the U.S. Consumer Privacy
  Notice, which offers you certain choices with respect to the use and sharing of your personal
  information. Enclosed is a copy of ED’s privacy notice which states that for every day business
  purposes, such as to process your transactions, maintain your account(s), respond to court orders
  and legal investigations, or report to credit bureaus, we do share your information and you may not
  opt out of this sharing.
  
  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
  may also send us a secured email through your ********************* account.
  
  Sincerely,
  
  ****** **
  Nelnet

• Initial Complaint

  Date:03/04/2025

  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.

  Subject: Formal Complaint Regarding Mismanagement and Dispute of Federal Student Loans by Nelnet
  
  To Whom It May Concern,
  
  I am writing to formally lodge a complaint regarding the ongoing mismanagement and failure to resolve issues related to my federal student loans serviced by Nelnet. Despite following all proper channels to dispute discrepancies in my loan account, I have yet to receive an adequate resolution.
  
  Specifically, I have encountered the following issues:
  
  Inaccurate loan balance and payment history reporting
  
  Failure to properly address my dispute despite multiple attempts at contact
  
  Lack of transparency and clarity regarding my loan terms and status
  
  I have made every effort to resolve these matters directly with Nelnet, including contacting their customer service, documenting communications, and providing any requested information. Unfortunately, these efforts have not led to a satisfactory resolution. As a borrower, I am entitled to accurate information and fair treatment under federal loan servicing guidelines.
  
  Given the continued mismanagement and lack of response, I am requesting the following actions:
  
  A formal investigation into the handling of my loan account and dispute.
  
  Correction of any errors in my loan balance, payment history, or account status.
  
  Clear and detailed communication regarding the findings of this investigation and any corrective measures taken.
  
  This situation has caused significant stress and confusion regarding my financial obligations and the status of my federal loans. If my concerns are not addressed within 30 days, I will consider pursuing additional legal action and filing complaints with other relevant agencies. Please provide a written response addressing these issues and outlining the immediate steps being taken toward resolution. Direct all correspondence to the address listed above. Thank you for your prompt attention to this important matter. I look forward to your immediate response and resolution.

  

  Business Response

  Date: 03/13/2025

  Pertaining to ****** **********s federal student loan account, we reviewed
  their concerns and provide the attached response.Your concern, as we understand it, is you believe your loan balance and payment history are inaccurate. You also believe there’s a lack of transparency regarding your loan terms and status. You state you’ve contacted us, and we haven’t provided a satisfactory resolution. You’re asking us to correct your credit report.
  We apologize for your experience. We are committed to providing a superior customer experience and we look forward to a more positive relationship

• Initial Complaint

  Date:03/04/2025

  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 an endorser on a student loan. I was not notified of any delinquency until it showed up on the credit report. I was informed by *****- an account manager- that they were not “required “ to send me statements or notify me of any delinquency. But will NOT remove it from my credit report.

  

  Business Response

  Date: 03/11/2025

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

• Initial Complaint

  Date:03/03/2025

  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 deb with US Department Of Education. I do not have a contract with NELNET. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/10/2025

  Pertaining to ***** ******* federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is that you are disputing this debt. You previously requested a document with your signature to show these are your loans but never received it. You are asking us to remove these loans from your credit files.
  We currently service your federal loans on behalf of ED. In accordance with our agreement with ED, we furnish your account data to the consumer reporting agencies (CRAs). As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate. Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to the use and sharing of your personal information. Enclosed is a copy of ED’s privacy notice which states that, for everyday business purposes - such as to process your transactions, maintain your account(s), respond to court orders and legal investigations, or report to credit bureaus, we do share your information, and you may not opt-out of this sharing.
  Per your request, a copy of your Master Promissory Note has been enclosed for your review.
  ** ******* *** ******* ******* *** ******** **** **** ******* ** *** *** **** ******* ** **** ** ***** ** *** ******* ******* **** **** ****** ** ** ** ****** ** ***** ******** **** ********* ******* *********** *** **** ****** *** ** ** **** ************** ******* ** ********************* ******* ** ****** *** ****** **** ******* ************ ************** *** *** ******* ** ** ************** ** *** ******** ******* **** ***** *** ******* *********** ******** ** *** *** ** **** *********
  ** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** * **** *********
  
  
  

  Customer Answer

  Date: 03/19/2025

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

  To begin, nowhere on the document presented does it say "******* ********** ** *********** Because I don't and never have entered into any agreement or contract with NELNET. 

  Next, NELNET is reporting 6 separate student loan accounts in my name to all three credit bureaus (EXPERIAN, TRANSUNION, & EQUIFAX). In their previous response they presented one document, not six. Furthermore, the total loan on the document they presented says the loan is for $15,000. None of the accounts they are reporting are for $15,000 even when you add them together. 

  NELNET is also reporting several different loan dates after the year 2010, which this document they presented that has nothing to do with them was allegedly established. They are also reporting the monthly payments for all six of these said accounts are $0 per month but reporting to the credit bureaus that I am 120 days late on payments for all six of these accounts. Which they "ironically" reported to the credit bureaus days after receiving my formal dispute via ********* **** ** ******** *** **** ** ******* *** ** *** ** ** *** **** **** ** * ******* **** ** ** ***** ****** ***** *** ******** *** **** **** ******** ** ** ** **** ****** ******* **** *** 
  
  ****** ** **** ********* ********** ******** *********** ***** ** ********* ***** ********** 

  I filed a formal dispute with NELNET PERSONALLY in which they had 30 days to provide to me the original form of indebtedness in its original form bearing my signature within 30 days of receipt of my dispute and to cease reporting to credit bureaus immediately, and that the accounts be removed from my credit file if they could not be verified. NONE OF WHICH THEY DID. 

  NELNET is in violation of many FCRA laws: 15 USC 1681s-2 section 623 (7) NEGATIVE INFORMATION (A) NOTICE TO CONSUMER REQUIRED (i) (B) TIME OF NOTICE (i); 15 USC 1681s-2 section 623 (b) DUTIES OF FURNISHERS OF INFORMATION UPON NOTICE OF DISPUTE (1) (A) (B) (C) (D) (E) (i) (ii) (iii) (2) DEADLINE; 15 USC 1681i section 611 (5) TREATMENT OF INACCURATE OR UNVERIFIABLE INFORMATION (i). 

  I was unable to attach the sixth file as I am only able to upload 5 attachments. 

  
  NELNET has caused severe damage to my credit reputation and has abusive and unfair practices. ALL six accounts need to immediately be removed from my credit file with all three bureaus, EXPERIAN, TRANSUNION, AND EQUIFAX. All of which who also don't investigate properly and I have filed complaints with the CFPB. 

  I appreciate your help in this unjust and unfair matter.

  Sincerely,
  
  
  ***** *****

  

  Business Response

  Date: 03/31/2025

  Pertaining to ***** ******* federal student loan account, we reviewed
  their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB) regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  As we understand it, your Master Promissory Note (MPN) does not say “Nelnet” and you never entered into an agreement with Nelnet. You also state we are reporting six student loans with different loan dates after 2010, but we only provided you with one document dated in 2010. You state we reported you as 90 or 120 days late on a payment that is $0.00 per month, but never reported you 30 or 60 days late. You also state we’re reporting inaccurate information about you including false addresses. You’re asking us to remove your loans from your credit report.
  ** ********* ** **** ******* ******** **** *** ****** ***** ***** *** ***** ***** ******** * **** ** **** ****** *** **** *******
  ** **** *** **** *** ****** ** ********* ** ***** **** * ** ** ** ***** *** **** ** ******** **** *** *** ******* **** **** *** **** ***** **** *** **** * ****** ** ** ***** ** *** *** **** *********** ****** ** **** ****** ** *** ** *** **** ** ******* **** **** *** **** ***** **** **** *** **** ****** **** ****** ** *** ****** **** ********* ****** ** ********
  ****** ********* ****** *********** ******* ** *** **** ******** ********* ********* ******* ********* ********* *********** *** ********* ***** ** ******* ******* ** **** **** **** ** ******* **** ********** *** ******* ** ** ** ***** **** ** ******* ******* ** **** **** **** ** *** ******* **** ******* ***** **** **** ******* **** *** **** ********* ** *** ***** *** *********** *** ****** ** **** ****** ******* *** ** **** ** ***** ****** *** **** *********** ** ****** ********** ****** ***** *****************************************************
  *** *** ***** ** **** *** **** ** ******** ** *** ***** *** ***** ********* *** *** *********** *** ******** **** ******** ** *** ******** ***** ** ***** ****** ******* ** *** ******* *** ************** ** **** ** ****

• Initial Complaint

  Date:03/03/2025

  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.

  Identity theft reported and they have not removed this account from my report and it is 10+ years old

  

  Business Response

  Date: 03/17/2025

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

• Initial Complaint

  Date:03/02/2025

  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.

  Unauthorized Credit Reporting – Violation of 15 U.S.C. § 1681b (FCRA) & Aggravated Identity Theft – Violation of 18 U.S.C. § 1028A
  
  Nelnet does not have a permissible purpose to report any information on my consumer report. The Department of Education does not have the legal authority to transfer permissible cause to Nelnet, meaning any credit reporting by Nelnet is unauthorized, improper, and in violation of 15 U.S.C. § 1681b of the Fair Credit Reporting Act (FCRA).
  
  Since Nelnet illegally accessed and reported information on my consumer report without permissible purpose, this constitutes Aggravated Identity Theft under 18 U.S.C. § 1028A. This federal law criminalizes the unauthorized use of someone’s identity in connection with unlawful activities, which includes furnishing information to consumer reporting agencies without legal justification. Their actions have caused harm by unlawfully using my personal identifying information to falsely place an alleged debt on my credit file without my consent.
  
  I've Formally Demanded Nelnet to Cease All Communication & Credit Reporting.
  Pursuant to 15 U.S.C. § 1692c(c), I am formally revoking consent for all communication and demanding immediate removal of any and all credit reporting activities related to any alleged debt. Effective immediately, they are to cease and desist from:
  Unauthorized Credit Reporting – Violation of 15 U.S.C. § 1681b (FCRA) & Aggravated Identity Theft – Violation of 18 U.S.C. § 1028A. I have never signed or verbalized a contract with Nelnet.

  

  Business Response

  Date: 03/13/2025

  Pertaining to ***** ************ federal student loan account, we reviewed
  their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB) regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is you believe that we are violating your consumer right to privacy pursuant to 15 U.S. Code § 1681b. You are requesting to have these accounts deleted immediately and we cease contacting you.
  We are unable to honor your request to cease contacting you, because doing so would conflict with federal regulatory requirements. These requirements include contacting a borrower to discuss delinquency and repayment options.
  In accordance with our agreements with ED, we furnish your account data to the consumer reporting agencies. As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate. Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to the use and sharing of your personal information. Enclosed is a copy of ED’s privacy notice, which states that for everyday business purposes – such as to process your transactions, maintain your account, respond to court orders and legal investigations, or report to credit bureaus, we do share your information, and you may not opt out of this sharing.
  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 **********************

  

  Business Response

  Date: 03/26/2025

  Pertaining to ***** ************ federal student loan
  account we reviewed their concerns and provide the attached response. We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is that you believe we have not furnished the contract showing
  that you have a legal obligation to pay us for the debt. You also believe we are accessing your
  financial information without your written or verbal consent and are furnishing this information to the
  consumer reporting agencies (CRAs) without your permission. You’re asking us to cease and desist.
  On March 13, 2025, we addressed your similar concerns with the enclosed letter explaining Nelnet’s
  role as the loan servicer on behalf of your lender, ED. We also provided a fact sheet which explains
  ED’s policy regarding your personal information. You are unable to opt out of information sharing.
  We are unable to remove your loan data from the CRAs and cease collection activity.
  Additionally, we have enclosed a copy of your Master Promissory Note. This promissory note is your
  loan agreement. Please note that as a precautionary measure, we redacted your personal sensitive
  information (Social Security number, Driver’s License number, and date of birth) from your
  promissory note. Please reference page 1 of 8, in which you agreed to the loan terms and conditions
  and authorized by signing on July 8, 2013. See Borrower Request, Certifications, Authorizations and
  Understandings - 13, point D, which states, “I authorize ED to investigate my credit record and report
  information about my loan status to persons and organizations permitted by law to receive that
  information.”
  Your account is currently 62 days past due in the amount of $1,765.41. Please contact

  Customer Answer

  Date: 03/27/2025

  
  
  Complaint: 23009843
  
  
  
  I am rejecting this response because:  The attached documentation provides clear evidence that the student loans associated with my name were transferred/sold to a third-party trust (Nelnet Student Loan Trust) through a "true sale" transaction. This transfer included a complete transfer of legal title, ownership rights, and servicing obligations. Nelnet is no longer the legal owner of these loans. Nelnet's prospectus shows securitization, insurance, and monetization. Nelnet and TransUnion are monetizing me unlawfully. Improper Collection and Reporting: Since Nelnet no longer owns the loans, they lack the legal standing to report or collect on the alleged debt. Continued reporting of this account as an obligation I owe directly to Nelnet is misleading, harmful, and inconsistent with the Fair Credit Reporting Act (FCRA). Missing Valid Promissory Note: In prior correspondence, Nelnet failed to provide a properly executed promissory note bearing my original signature to verify the debt.
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My student loans apparently kicked back in and Nelnet never communicated to me via mail or called me to let me know my loans kicked back in. In finding out my loans were restarted was I had 12 delinquency hit my credit report that took my score from 820 to a 574. When I went to call nelnet the first two times they let me know they emailed me and called my primary number that was on file from 15 years ago. They did call the secondary number on file which is now my primary number nor did they send me anything in the mail. Prior to nelnet having my student loans it was managed by ***** ***** and I never missed a payment because I had the setting in sending me my information through the mail at my home address. In coming to find out in my conversation with nelnet, What ever happen in 2022 when ***** ***** transferred my loans to nelnet they defaulted my communication to via email which was not my default line of communication. In speaking with nelnet my first two conversation with account managers confirmed that they infact did not send me anything in the mail nor called any of the secondary numbers on file. When I called the third time and spoke to the director of communications, she said she did in fact call a secondary number and sent something in the mail and I asked for confirmation on that which she refused to send me. The issue is and told them is I will pay off my loan in total, but would want a email or something I can give to the credit bureau to fix this misunderstanding. Again I was adamant I will pay the loans off in full but they refused to do anything to help me fix these delinquency they reported me on.

  

  Business Response

  Date: 03/06/2025

  Pertaining to **** ********** federal student loan account,
  we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, 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 assert that your loans kicked back into repayment, and
  you did not receive communications from Nelnet. Your credit dropped from 820 to 574 due to 12
  delinquent reporting’s and when you called you found out your phone number and email were from
  15 years ago. Prior to 2022, your loans were managed by ***** ***** *********** **** ********* **** ******** and during that time you never missed a payment. You also state that in a recent
  conversation with a Nelnet Specialist you told them you would pay your account total, but you are
  asking that we fix your credit reporting.
  ED authorized the transfer of your federal student loans from ******* ********* to Nelnet, in March
  2022.
  At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19
  national emergency from March 13, 2020, through August 31, 2023. When your loans returned to
  repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers
  successfully return to repayment in October 2023, ED created a temporary on-ramp period through
  September 30, 2024. This 12-month on-ramp period protected borrowers from the worst
  consequences of missed, late, or partial payments, including no negative credit reporting for
  delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to
  bring the account up to date. On-ramp protections ended on September 30, 2024.
  Our records show you received the automatic on-ramp forbearance on January 31, 2024, May 31,
  2024, and September 30, 2024. We have enclosed a copy of your deferment/forbearance history for  

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because When your statement is not correct when you state "While your loan was in repayment, we sent you billing statements each month. When your account became past due, we also tried to reach you in other ways such as calling and sending both email
  and postal mail to help bring your account up to date." This statement is in accurate as nothing was sent in the mail to me and this was confirmed when i called and the two account managers whom i spoke to confirmed that you did not send anything in the postal mail as all your communication was sent Via email as that was what defaulted to when the federal government transferred the loan over from ***** ***** to Nelnet that has caused this issue. Also no one called ************ that was on file and was also confirmed was not called by your account managers. 

  My information was correct in the system as except for an email that Nelnet used as the sole line of communication and only called just one phone number that was on file and not the alternative number of ************* My mailing address was also correct at **** ** ******* ** which you did not send anything postal mail which was confirmed by your account managers. 

  As you have saw i made my payment for the late payment and have put and auto pay to make sure the loan is paid on time which paying the load is not the issue, however i am asking for an email from Nelnet to help adjust my credit score which was impacted due to miscommunication. 

  I would ask that you can make an exception for me as i just welcomed my first son to this world and in the process of getting an SUV and looking to get a bigger house for my family. I am very appreciative of the federal government as they helped me get a degree which has helped me in my career and want to pay my loan off as i am financially able to which took me most of my life to get to as you well see i also have had pell grants which also helped coming from a low income house hold.

  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 03/13/2025

  Pertaining to **** ********** federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  As we understand it, you are rejecting our previous response to your request to remove
  delinquencies from your credit files. You assert that you did not receive any postal mail notices as
  stated in the response submitted March 6, 2025. You are asking us to make an exception due to
  your circumstances and remove the delinquencies from your credit files.
  Based on your concern and our review of your account, we verified we responded to your similar
  concerns March 4, 2025, and March 6, 2025. As previously stated, when your account became past
  due, we tried to reach you in other ways such as calling and sending emails to help bring your
  account up to date. We regret the confusion if you were supplied information contrary to that. We
  have enclosed our previous responses for your review.
  We acknowledge your request to make an adjustment based on your circumstances; however, we
  are unable to accommodate your request. If you have evidence or documentation supporting a
  change in your status, we will use the new information you provide to research and update your
  loan(s) as appropriate.
  If you have any other questions, you may call us at ************ from 8 a.m. to 9 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You
  can also email ********************************************* or visit *********************. 
  

• Initial Complaint

  Date:02/27/2025

  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 formally dispute an inaccurate late payment entry on my credit report regarding my student loan serviced by Nelnet. My account was in forbearance until this year, and I was expecting proper notification regarding the start of payments. However, instead of receiving the necessary communication, I was blindsided by an erroneous report stating that I am 90 days past due.
  This incorrect reporting has caused significant damage to my credit score, dropping it by 137 points overnight. This drastic reduction has also impacted my mother's, ***** *******, credit score, as she is associated with my loan. I have worked diligently over the past several years to repair my credit, bringing my score above 650 in preparation for purchasing my first home. This wrongful report is now jeopardizing my ability to secure housing and is causing extreme emotional distress.
  Under the Fair Credit Reporting Act (FCRA), I request that this matter be thoroughly investigated and that the inaccurate delinquency be removed from my credit report as soon as possible. Please provide me with a written response regarding your findings and the resolution of this dispute.

  

  Business Response

  Date: 03/05/2025

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

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: You state you mailed , called and emailed those notifications. If you noticed when i called February 26th , i updated all my new contact information. You had an address and number from 10 years ago , you should have received return to sender mail or should have certified the notice to verify it was received. It was never received and i need my credit report repaired . That big of a drop is effecting my ability to find a home. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 03/11/2025

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

• Initial Complaint

  Date:02/27/2025

  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 2016 Direct Loans (now sold to NelNet) assumed my college loan. I paid this bill (6%) faithfully until 2021 when COVID occurred, and I was told the loan payments were being deferred. I never received written notice that this payment was reinstated. I discovered that it in fact was sent to collection agency because my credit score dipped drastically LAST WEEK> I reached out to the NelNet People and their excuse was that the notices went out via email in the fall of 2023. Since the time of COVID, I updated my email. Still having the same home address. NelNet is saying I signed up for online correspondence ONLY--- what I signed up for was automatic payments, I had received notices from Direct Loan/Nelnet via USPS MAIL in the past.
  *I have made several calls and have spent hours talking with various employees of NelNet. I called today to try and pay my principal balance of this loan and was told they were unable to do that. I told them I will be contacting the Federal Student Loan Dept of US Government to try and resolve the issue of the interest that I was charged without being aware of. I also want my credit score reinstated to where it was before they messed it up.

  Customer Answer

  Date: 02/28/2025

  I have also reached out to Federal Student Aid to try and get their assistance

  As I said, my student loan that began in 2016 was through Direct Loans and now NelNet--- Nelnet is claiming they have no responsibility to send me notice that the loan repayment was put into effect of Fall 2023.  They say I signed something stating I would accept only electronic mail, which I do not remember ever signing.  I would ask for a copy of such a document with my signature on it.  Is there any stipulation that before someone's account is turned over to collections or to show discredit on credit bureau that certified USPS Mail must be sent?

  

  Business Response

  Date: 03/06/2025

  Pertaining to T***** *******'s federal student loan account, we reviewed their concerns and provide the attached responseYour concern, as we understand it, is you stated you were told that the loans were deferred, and you
  did not receive notice when the payments were reinstated. You reached out to us and were advised
  that correspondence was sent. You are asking us to resolve the issue of interest that was charged,
  and that we fix your credit score.