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

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

• 

  Nelnet-National Educational Loan Network

  P.O. Box 1649 Denver, CO 80201

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

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:01/16/2024

  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 have made three payments to Nelnet towards my student loan debt and these three payments have not been reflected in my loan balance, nor in my payment history on my Nelnet account. Payment information is below (I also have emailed receipts from Nelnet): 11/01/2023 $250.00 11/08/2023 $4,557.00 12/04/2023 $250.00 I called them and was hung up on once they heard my case; I have also emailed them and I have not heard back. I let them know in my email that if I did not hear back by Jan. 15th that I would be reporting my case to BBB. I would like to see my payments reflected in my loan balance, along with them to pay for any interest that has been adding up due directly to their fault of not applying my payments. I would also like full records from them as evidence of my payments going through (reflecting on my payment history).

  

  Business Response

  Date: 01/23/2024

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

  Customer Answer

  Date: 01/23/2024

  
  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,
  
  ***** *******

• Initial Complaint

  Date:01/16/2024

  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.

  My student loans were transferred from Nelnet to MOHELA in June of 2023. However, Nelnet has never updated the status of my nine student loans to transferred, closed. I attempted to dispute this with Trans Union in December, however Nelnet indicated the information on my credit report was accurate as is (account open). Nelnet sent notice my account was transferring on May 25, 2023. Nelnet then reflected a zero dollar balance on June 8, 2023. They have again, as of a letter dated January 5, 2024 that this reporting is accurate, but again Nelnet indicates that my account balance is zero dollars online in my account portal and my FSA portal indicates that MOHELA is my servicer, who I have been paying since October 2023. Account Number: **********

  

  Business Response

  Date: 01/19/2024

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

  Customer Answer

  Date: 01/25/2024

   
  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,
  
  ****** ******

• Initial Complaint

  Date:01/12/2024

  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.

  Account * *********** Regarding: Re-allocating my payment from 8/28/23 from my AC loan to my AB loan, as instructed originally. My name is ****** ***** ****** *** ******* I made it clear in the letter and on the memo line that the check was for my AB loan ONLY.The check was allocated to the wrong loan. When I noticed, I called on 11/9/2023 and spoke to a supervisor. She told me that I had done nothing wrong on my end & that it was human error on Nelnet’s end and that it would be corrected quickly. She said it would take 5-7 business days to have the money properly reallocated from my AC loan to my AB loan. The ticket number of that call is ***********  At that point the loan had accrued an additional $2.85 in interest. She told me that if I paid it that day, interested would be frozen from 11/9 on and that once accounts got the memo to re-allocate the loan to the proper loan, my AB loan would be paid in full. On 11/29/2023, I noticed the money still had not been re-allocated. I called and spoke to another supervisor. This supervisor said that he could see the original request from 11/9/2023 to re-allocate the payment to the proper loan (my AB loan). He said I was given the wrong information the on 11/9 and that it would take 5-6 weeks from 11/9 to re-allocate the loan payment. Six weeks from 11/9/23 is 12/21 and he assured me it would be corrected by then. He would not give me a call# / ID for this request & said he would not write a new request but by the end of December my payment of $2016.00 from 8/28/23 plus my credit card payment of $2.85 interest from 11/29/23 would show up as allocated properly to my AB loan and the loan would be recorded as paid in full. I asked for a call back or an email or a direct line to call and was told I could not have any of that information. On 12/30/23, money still had not been re-allocated and I sent two letter by snail mail, I also also sent several emails (none replied to) and spent over 5 hours on the phone.

  

  Business Response

  Date: 01/19/2024

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

  Customer Answer

  Date: 01/19/2024

   
  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 BBB!   
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/12/2024

  Type:Customer Service 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.

  My education loans were sent to NelNet (without my consent obviously). I set a payment plan and have attempted to make my payments. My bank account information is correct and there is nothing that prevents these payments from proceeding. Nelnet site shows my payment and emails confirmation and then several days later it disappears and shows I owe AND that payments are now late! My credit score dropped 40 points over this so far. I have emailed multiple times with nothing more than automated response. I have attached screenshots to prove all this. I have called and never make it out of the que. Most recently waited for over an hour with no answer. This company clearly cannot provide the service they said they could. They have taken these loans and are ruining peoples credit with them. The hundreds upon hundreds of complaints show that much is true. I want my payment corrected as well as reported to the credit agency that it is a NelNet issue! I will be filing every federal complaint possible as well as moving forward in any way I can legally to get these issues corrected! There is no excuse for damaging a hard working, taxpaying, member of society's credit and livelihood due to negligence and lack of capability this company has put forth!!! I want an email and contact, phone call, something from a real individual and this cleared up correctly. This means fixed!! Completely! I have proof after proof and there is no excuse that permits a business to treat finance this way and the effects of doing so! Awful company and completely inadequate.

  

  Business Response

  Date: 01/16/2024

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

  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 **** ********** ** ********* ****, we service your federal student loans. We take your
  concerns seriously and appreciate the opportunity to respond.
  As we understand it, your loans were transferred to us without your consent. You set up a payment
  plan and have attempted to make payments, but they keep getting returned. You assert that your
  bank account information is correct and it’s Nelnet’s issue. You state your credit score has dropped
  40 points because of this. You have tried calling and emailing but there are long hold times and have
  only received automated email responses. You’re asking us to fix your account and your credit.
  We're currently experiencing unprecedented call volumes, which is leading to long hold times. We
  apologize for the inconvenience.
  Your loan agreement is with **, and they determine who services your loan on their behalf. **
  authorized the transfer of your federal student loan from ***** ***** *********** **** ********,
  Inc. (******) to Nelnet, effective January 17, 2023. Though your loan servicer changed, the terms
  and conditions of your loan had not changed.
  Your account is currently 66 days past due in the amount of $281.67.
  We received your payments on October 20, 2023, November 23, 2023, December 25, 2023,
  January 4, 2024, and January 8, 2024. These payments were all returned because your bank was
  unable to locate your account using the account number and routing number you provided.
  If you have not done so already, please verify your account information with your financial institution
  to ensure future payments can be processed. We recommend deleting your payment profile online
  and re-entering your account number and routing number. Because the banking information you
  provided was incorrect, we are unable to adjust your account.
  Making Payments
  You can make one-time payments to us anytime using a U.S. checking or savings account by
  logging into your Nelnet.com account, or by phone through our automated system or with a
  representative. You also have the option to make Bill Pay payments online through your bank. To
  mail your payments, please address them to:

  

  Business Response

  Date: 01/25/2024

  Pertaining to **** ******** federal student loan account, we reviewed their concerns and provide the attached response.We appreciate your feedback regarding our response to the Better Business Bureau. We understand you
  still have concerns related to payments made to your account that were not applied and our January 16,
  2024, response.
  We apologize for the frustration you have experienced regarding this issue. Our records indicate that on
  January 15, 2024, you submitted your $281.67 payment through your online account with us. The
  payment was successfully posted to your account January 17, 2024. Your account is current with your
  next payment due on February 7, 2024.
  As we indicated in our previous response, we do not have information on how consumer reporting
  agencies (CRAs) arrive at your credit score. We recommend you discuss your concerns directly with the
  CRAs.
  We hope you find this information helpful. If you have any other questions, you may call us at 888-486-
  4722 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 **********.

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:

  Seems the issue was finally taken seriously as now my payment was magically accepted after the 30 or so failed attempts before posting to BBB. Funny how that works. Thank you for providing a forum for such instances.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/12/2024

  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'm consistently having login issues. I have to reset my password every time I need to login. I reset the password, and it'll give me access to my account. Then once I login again, it constantly says incorrect password. Every single time I have to login to my account.

  

  Business Response

  Date: 01/19/2024

  Pertaining to ********* ****** federal student loan account, we reviewed their concerns and provide the attached response.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 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 have had trouble logging in and viewing your account information on **********. You are requesting that we update our website to fix the log in issues so you can view your account details. We apologize for your recent experience with our website. We are continuously working on improving our systems, and your feedback is critical as we work to meet the growing needs of our customers. We have forwarded your comments to our Information Technology department for review. We hope you find this information helpful. If you have any other questions, you may call us at **** ******** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You can also email ********************************** or 

  Customer Answer

  Date: 01/21/2024

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

  I’ve been struggling with the website for months, and still nothing changes. I contacted them about 2 weeks ago, and no one responded to my email.

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

• Initial Complaint

  Date:01/11/2024

  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.

  Dear Better Business Bureau, I am requesting your urgent assistance due to grossly negligent and costly errors made by Nelnet regarding the balance of my federal student loans. I am enrolled in the SAVE plan and made my payment last month, however Nelnet continues to allow interest to accrue on my account which has resulted in an outstanding interest balance that should have been eliminated per the SAVE plan. This is not the first time this has occurred. Nelnet charged me over $300 of interest incorrectly due to not starting the SAVE plan on the stated approval date listed in the acceptance letter. I have now paid hundreds of dollars that I do not owe and Nelnet continues to allow the balance to grow, despite the fact that I have satisfied all of the stipulations of the SAVE payment agreement. I have spent a total of more than 10 hours on calls with Nelnet once you factor in wait time. Each time, I am told that the problem has been resolved, yet it never is. This is unacceptable. Please assist. Thank you, ******* ******* ************

  

  Business Response

  Date: 01/15/2024

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

  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 loan. We take your concerns seriously and appreciate the opportunity to respond. As we understand it, you are enrolled in the Saving on a Valuable Education (SAVE) Plan and made your payment last month, however your interest continues to increase. You believe that your accruing interest should be eliminated because you’re on the SAVE plan. You state you’ve spent several hours on the phone with us including wait time. We told you the issue was resolved, but it isn’t. You’re asking us to stop your interest from accruing. We're currently experiencing unprecedented call volumes, which is leading to long hold times. We apologize for the inconvenience. You are currently enrolled in the SAVE plan with a monthly payment of $41.68 beginning December 9, 2023. Being enrolled in the SAVE plan helps to reduce the amount of interest accruing on your loan, it does not eliminate your interest accrual completely. The SAVE plan is designed so that the amount of interest accruing on your loan per month does not exceed your regular monthly payment. For more information regarding the SAVE plan, please visit *************** Your daily interest based on your current principal balance and your interest rate is $4.08 per day. Because you are enrolled in the SAVE plan, your daily interest has been reduced to $1.36 per day. This interest will continue to accrue, regardless of if your loan is paid ahead. Interest Accrual as Outlined in Your Loan Agreement Within the enclosed Federal Direct Consolidation promissory note, please review number 25 on Page 5 of 16: Promise to Pay. This section explains you promised to pay to ED all sums disbursed, plus interest and other charges and fees that may become due as provided in your loan agreement. We are unable to remove accrued interest from your loan. We hope you find this information helpful. If you have any other questions, you may call us at **** ******** from 8 a.m. to 9 p.m. (Eastern) Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 

  

  Business Response

  Date: 01/24/2024

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

  We appreciate your feedback regarding our response to the Better Business Bureau case. We understand you still have concerns related to the interest subsidy provision in your Saving on a Valuable Education (SAVE) Plan and our January 15, 2024, response. Additionally, you are concerned that interest has accrued while your borrower defense to repayment claim is being reviewed. We apologize for any confusion this has caused. The U.S. Department of Education (ED) will determine whether your loans are eligible to be forgiven under the borrower defense to repayment loan discharge. If ED determines your loans are not eligible for discharge, they will advise us to apply a credit to cover the interest that accrued during this process. Please call ED at 855-279-6207 or by email at ********************** with any additional questions you may have. Regarding the SAVE Plan interest subsidy benefit, interest will continue to accrue on your loans. However, you qualify for a 100% interest subsidy on remaining interest your monthly payment does not cover. In your situation, you qualify for a $41.68 monthly payment on SAVE and your account accrues approximately $122.28 of interest monthly. The interest subsidy stops the remaining approximately $80.60 of interest from ever being added to your account, so you do not end up with more debt while making lower monthly payments. Because we stop a portion of the interest from accruing on your loans, nothing will appear on your Nelnet.com account or in your payment history. You may see a reduction in the amount of interest that is accruing. On January 18, 2024, our processing team reviewed the accrued interest amount and determined that the amount is accurate. SAVE began on November 11, 2023, with the first payment due December 9, 2023. The Administrative Borrower Defense Forbearance was in effect until December 9, 2023. The forbearance overlapping SAVE negates the subsidy benefits of the SAVE plan for interest during that time (30 days). Additionally, from December 9, 2023, the government subsidy interest portion is calculating correctly. If you’d like to initiate an appeal or request documents that support our initial decision, please contact us using the following information. Nelnet By phone: ************ from 8 a.m. to 9 p.m. EST Monday, 8 a.m. to 8 p.m. Tuesday through Wednesday, and 8 a.m. to 6 p.m. Thursday through Friday

  Customer Answer

  Date: 01/25/2024

  
  Complaint: ********
  
  Thank you for the update; it was very helpful! When I made the payment of $338.16 over the phone with a supervisor, I requested that my due date not be advanced. However, my Nelnet account shows that it has been advanced to 9/9/2024. Can you correct this so that my next payment is due next month as normal? Removing the advanced due date would be sufficient for me to close this complaint. 

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

• Initial Complaint

  Date:01/11/2024

  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 February 2023 I was awarded borrower defense on my school loans I was awarded 100% for both schools I attended ,I have called and spoken to nelmet on several occasions to verify why I was still being charged and why this is still showing on my credit report ,I was told that my loans were consolidated and this would take some time ,well in the mean time I have been reviewing bills I don’t understand it’s ******** a year later and they still haven’t corrected my loans and I have rpppf attaché which shows I was approved for 100% to be forgiven nelnet has forgiven a few thousand dollars I need help resolving this

  

  Business Response

  Date: 01/16/2024

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

  Customer Answer

  Date: 01/16/2024

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

  I have  received a bill to start paying in February 2024, not sure why I am also currently in school again ,and I am now not eligible for Pell grants because of this . With this Defense Borrower forgiveness being approved I was told that my Pell Grant status would completely start over ,but because it has taken a year or more for this process it to be completed I will have to take out more Loans .

  

  Business Response

  Date: 01/26/2024

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

• Initial Complaint

  Date:01/11/2024

  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 made my payment as I always do through my credit unions bill pay service on 12/20/2023. That payment should have satisfied my December payment. On 01/05/2024 I receive an email stating my account is past due and has incurred late fees. Shocked knowing that I paid this bill as I always do I call my credit union. my credit union has informed me that this bill pay went out as an ACH (electronic payment) to Nelnet. Thye submitted the file on 12/20/203 and show the file was posted by Nelnet on 12/21/2023. i have made several attempts to contact Nelnet and the wait times are 85 minutes plus. I finally got someone on the line after waiting an hour and a half yesterday who essentially said she could not research this and this would have to go to another department for research. She stated she would call me back within an hour. I never heard back. This employee was provided the ACH transmittal date, posting date and trace number. My payment was misapplied by Nelnet so they need to research where my $228.00 got applied and correct this issue. Any and all late fees associated with this error no fault of my own also need to be reversed. My credit union has assured me that Nelnet has these funds and are the ones who need to further research where my funds got applied. Please see attached bank account information proving this payment to Nelnet . I have also written the ACH trace number on one of the documents attached. This needs to be corrected immediately as I am now due for January's payment and would like this corrected prior to throwing more possible issues into the equation.

  

  Business Response

  Date: 01/17/2024

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

  Customer Answer

  Date: 01/17/2024

  
  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,
  
  ******* ************

• Initial Complaint

  Date:01/10/2024

  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.

  August of 2023 paid monthly payment and Nelnet student loansput payment on account that was not due until oct. That showed me I was late on regular account , and it was reported on my credit report. Plus they added late charges and capitalized interested on my accounts. I asked them several times to adjust my accounts over 90 days and their response was to go fuck my self . Nelnet is doing this to thousands of people and they need to be stopped. **** ******* **********

  

  Business Response

  Date: 01/16/2024

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

• Initial Complaint

  Date:01/08/2024

  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.

  They reported me to the credit agencies that my account was 120 days past due. Missing oct,Nov, December payments. I have paid them all of those months. They also stopped by auto deducts in July, without notice. I inquired about this with no response. My account is UTD on payments with nothing past due, so why did they send it as delinquent and dropped my score from 830 to 720. They reported it twice also. Now I have to dispute this on all the credit agencies, sit on the phone waiting to talk to nelnet and hope that it all gets dropped and doesn't destroy my credit. A major stress and headache. False accusations and blatant lying from this company. Also never received email, mail or phone call about stopping auto payment, if I missed a payment (which I did not) or that they were going to report anything.

  

  Business Response

  Date: 01/16/2024

  Pertaining to ***** ********* federal student loan account, we reviewed their concerns and provide the attached response.Thank you for your inquiry regarding your federal student loan account with Nelnet Loan Servicing
  (Nelnet). The Consumer Financial Protection Bureau forwarded your inquiry to us for a response.
  behalf of your lenders, the U.S. Department of Education (ED) and U.S. Bank ELT EFS Finance CO
  & Affl, 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 we reported late payments to the consumer
  reporting agencies (CRAs) and stopped your auto debit from debiting payments in July 2023.
  You’re asking us to correct your credit reporting and advise why the auto debit has been stopped.
  Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to consumer
  reporting agencies is complete and accurate. Based on your request and the information you
  provided, we carefully reviewed your concern and the corresponding data furnished to the consumer
  reporting agencies (CRAs). Our investigation indicates the data accurately reflected your loan status
  at the time it was furnished. We haven’t furnished any data to the CRAs reflecting late payments.
  Your ********** account was approved for borrower defense to repayment discharge in July
  2023. The discharge was completed in December 2023. Auto debit was removed from this account
  in July 2023, and we refunded your payment of $73.37 that was received after the discharge
  approval date.
  A portion of your ********** account has been approved for borrower defense to repayment
  discharge. You have a remaining balance of $17,103.68. Of that balance $16,422.90 is principal and
  $680.78 is interest. We don’t have a record of your ********** account being enrolled in auto
  debit prior to January 2, 2024. Your next auto debit of $182.70 will occur on February 3, 2024.
  We hope you find this information helpful. If you have any other questions, you may call us at 888-
  486-4722 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

  

  Business Response

  Date: 01/25/2024

  Pertaining to ***** ********* federal student loan account, we reviewed their concerns and provided the attached response.We appreciate your feedback on your Better Business Bureau inquiry. We understand you still have
  concerns related to the data we are reporting to the consumer reporting agencies (CRAs).
  On January 16, 2024, we responded to your similar concerns. The enclosed response advised, under
  the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish to the CRAs is
  complete and accurate. Based on your request and the information you provided, we carefully
  reviewed your concern and confirmed that we have not furnished any data to the CRAs reflecting
  late payments. If you disagree with our initial decision, please send us new information including the
  basis of your dispute and supporting documentation to the address in this letter. Please be sure to
  include your account number.
  We hope you find this information helpful. If you have any other questions, you may call us at **** ******** from 8 a.m. to 9 p.m. (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 ***********************

  Customer Answer

  Date: 01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because as shown you did report it. This is a screenshot of my report. 
  
  Sincerely,
  
  ***** *******