ComplaintsforNelnet - National Educational Loan Network

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m filing a complaint against Nelnet because I called them the begging of May 2024 to let them know I need to file a Reaffirmation document, the lady on the phone said she would send in a request for me. I waited for a week or two and called in again and that person then told me I needed to go online and fill out the Reaffirmation Agreement form myself and submit it online. I then uploaded the document and I keep calling in but all they do it give me the run around about how it takes months for them to process it. My financial aid for the summer has been on hold at my current school because they are taking months to process a document. This has been very stressful and I just want my approval letter to send to my school.

  

  Business response

  07/11/2024

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

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My student loans have had a zero balance for almost a year. As of today I am in receipt of a bill from nelnet for over $3,500. They have chosen to create new balances on my paid loans and to charge me interest on them. I have reviewed my account from with Federal Student Aid which shows I have a ZERO balance for all loans. Nelnet is attempting to scam me and possibly others by creating fictitious balances on loans. I demand an apology letter and a statement showing AGAIN I have zero balance.

  

  Business response

  07/02/2024

  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.
  As we understand it, your federal student loans have had a $0.00 balance for almost a year, 
  however, you received a statement reflecting a balance of over $3,500. You are requesting an 
  apology and a statement confirming that you have a $0.00 balance.
  Based on your concerns, we have carefully reviewed your account. We are able to confirm that your 
  account has a $0.00 balance. We apologize for the confusion caused by the statement we sent
  indicating that you had a balance. This statement was sent while adjustments were being made to 
  your account based on your approval for forgiveness of your loans due to the one-time Income?Driven Repayment (IDR) adjustments offered by ED.
  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 [email protected] or visit Nelnet.StudentAid.gov.

  Customer response

  07/09/2024

   
  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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nelnet, has lost documents that pertain to the consolidation of my student loans. I had spoke to a representative of Nelnet about this issue, this individual informed me to e-mail the signed documents. I have since e-mailed these two documents, now have I have received additional correspondence from Nelnet that the documents are unreadable. I feel that Nelnet somehow is stalling and dragging their feet, due to the fact this issue has been dragging out since March of 2024. This is not the first time Nelnet has not followed through with properly maintaining my account. I request a phone call from a supervisor, on Tuesday June, 25th after 1 pm.

  

  Business response

  07/02/2024

  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 applied for consolidation of your student loans. After speaking to a representative and resubmitting your documents, you were informed they were illegible and needed to be resubmitted to process your request. You feel we are stalling the consolidation process. You are asking us to call you to discuss your account. Our records reflect that we sent you letters on April 23, 2024, and June 5, 2024, explaining that we did not receive all pages of the consolidation application and advised you to submit a new application. We did not receive a complete application and on June 25, 2024, our consolidation department tried 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nelnet has failed to address any concerns I have. Their website and computer system does not reflect accurate information to either the borrower or the representative over the phone. I had autopay in place and over the memorial day weekend there was no activity and I received 4 different notifications that my student loan payment was overdue. I called on Wednesday because the payment had still not been debited from my account. The representative stated that there was not a payment being debited, she wasn't sure what the problem was, it appeared that the payment had been cancelled. She advised that I should make a payment because my loan was overdue. I requested reassurance because I did not have 2 payments available and I didn't want to be overdrawn and she was adamant that there was no payment being debited. I made the payment and 48 hours later Nelnet attempted to take another payment which was 5 days after the autopay was supposed to be taken out. When I called customer service they were rude and refused to pay me back for the $35 fee my bank charged me for the attempted overdraw. This was their mistake and they refuse to make it right.

  

  Business response

  07/12/2024

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get my educational loans into 1 payment on 4 separate calls/complaints. Each time I call, they say I'll put in the request and I need to call back in 2-4 weeks to schedule the payment. They list each payment ever made to me from financial aid as a separate loan. I'm getting late notices for varying reasons. It started with The very first time I set up auto pay, they started taking out more money for a separate loan that I didn't know about or approve. I signed up on their website and it didn't show a completely separate loan. I signed up for, what their website showed was, 1 autopay to pay all my loans. When I found out they were taking out a completely separate payment that I didn't approve (which unfortunately was much later because I wasn't monitoring my checking account) They told me they would put in a request for the due dates to all be the same and make 1 payment and I should call back in 2-4 weeks to set up the autopay. Then I set up auto pay myself and apparently this time the above auto pay which wasn't enough, and I started receiving late notices. I then call 2 more times after this to get ONE payment and still haven't been able to get it done! Today they said they only show ONE call, not 4 total calls with complaints. (4th includes todays call). They use the excuse that payments are behind, well of course they are when you won't straighten out people's accounts. We are getting punished for their unethical practices. I just want my accounts to have the same due date and to make ONE payment and have everything paid. Students shouldn't have to suffer like this and this Company should really be punished. I can't understand How Better Business Bureau has given them an A+ rating! I'd like to suggest (as I'm sure the other 200+ people with similar complaints on your site) their score be adjusted appropriately.

  

  Business response

  06/18/2024

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

  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 initially did not realize your loans had different due dates.
  When setting up your auto debit it was not for the correct amount, so you had late payments. You
  called and requested to have the due dates the same for all loans but that was not processed. You
  are asking us to adjust any negative data from the delinquent payments.
  
  We apologize for any frustration this issue may have caused. Based on your concern and our review
  of your account, we verified you spoke with a representative on June 7, 2024. At that time, you
  requested the due dates remain as they are, and not combined to one date.
  
  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. To date, we have only furnished data showing your
  account as on time and paying as agreed.
  
  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 ***********************@Nelnet.StudentAid.gov or visit Nelnet.StudentAid.gov.
  
  Sincerely,
  ***** **
  Nelnet
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  false information on credit report .. false loan , false balance , all incorrect . NO BALANCE DUE OR OWED>

  

  Business response

  06/11/2024

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

  

  Business response

  06/17/2024

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

  We appreciate your feedback on your BBB Rebuttal case. We understand you still have concerns related to your credit report and our previous response. Based on our research of your account, we found that no adjustment is needed to your credit file. Because your federal guaranteed student loans were not specifically discharged by your bankruptcy, we must continue to receive payments. If you have instituted an adversary proceeding with the bankruptcy court, please send a copy of the petition to our office. We have enclosed a copy of the May 23, 2024, letter which provides you with additional information regarding this matter. 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.

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I was included . You were notified and provided all information required on 12/2023 by Tampa Florida court 
  
  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for a graduate plus loan from U.S.DOE to return to college and complete my education. However my Financial aid specialist at ******* University said that I had an overage of $722.00 on my Nelnet and student aid account and that I needed to apply for a Reaffirmation Request to have the overage carried to the new student loans I applied for so that DOE could release the money to my school account. I did apply for the reaffirmation request in on 3/2024, 04/07/24 and on 04/25/2024 and each time I called to inquire about the confirmation of approval I was given several different stories. Nelnet even emailed a application to me and I completed it and sent it back to them I spoke with a supervisor named Jim who promised a letter to me on 05/24/24 but it did not happen. When I called again I got the same run around as always with people who are incompetent and unprofessional and do not keep adequate records of my account. Because of their poor management and incompetent behavior I have missed three different semesters of school. This is appalling and unacceptable. Please help me with this matter. Thanks.

  

  Business response

  06/05/2024

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

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: Nelnet sent a Reaffirmation approval letter with another person's name adderess and account number. I have attached the copy of the erroneous letter sent to by Nelnet. The person's name is ****** *********, my name is ****** *****.  Is this a sick joke or Nelnet is trying to retaliate using inocent customers private information. I really don't understand how these people still have a job after this. Keep this complaint open until they send me my letter with my name and information on it.
  
  Sincerely,
  
  ****** *****

  

  Business response

  06/14/2024

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

  Thank you for completing and returning your reaffirmation letter to Nelnet. Under Federal Student Aid (FSA) policy, completion of this letter is considered a satisfactory repayment arrangement. For your records, please be advised: This email is to confirm that Nelnet has received a completed reaffirmation letter dated April 30, 2024 and signed by ****** *****. Thank you for clarifying how you would like to handle repaying your excess funds. As your servicer, we are happy to help you with your account however we can. Questions? We’re here for you. Visit Nelnet.studentaid.gov. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I submitted an in-school deferment form on May 9, 2024. Nelnet's website states that processing time can take up to 3 business days, but has a note that applications are often reviewed within 24 hours. It has now been 20 days and I have not received a response on my application. I have called Nelnet 3 times and each time the representatives have told me that my application would be approved within 2 business days, which has not happened. I have also emailed multiple times and rarely receive a response. In the meantime, payments are still due on my account and I am continuing to accrue interest, which makes me suspect that Nelnet is deliberately delaying this process to continue collecting payments.

  Customer response

  06/04/2024

   
  Complaint: 21773917
  
  I am rejecting this response because:
  

  Nelnet did not provide a solution or any further information in their response. They just stated again that the processing times are longer than normal and did not offer any further update or solution.

  Nelnet, please escalate my case and review my application immediately. Please also share an estimate on when I can expect a response. 

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

  

  Business response

  06/13/2024

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

  Customer response

  06/13/2024

   
  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

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nelnet has take unexplained amounts of money from my bank account. The amount taken is not reflected on any loans, and they have not explained where the money went. I have provided documentation (bank statement showing charges, and copies of payments documented for every loan associated with me, including husbands, moms, parent plus loans, and my personal school loan). They have asked for the same documents 4 times, with weeks in between requests. Messages on their site are not documented (once sent is not stored in a portal). Also, you cannot call and get ahold of someone. It has been months with no resolution or accountability. I reported it to the department of education, but they emailed stating they assigned the complaint to Nelnet for resolution… so the cycle continued. I do not know what to do anymore, they literally took money and have no way to account for it after months of “looking into it.” Please help.

  

  Business response

  05/30/2024

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have contacted nelnet multiple times to have them withdraw from our account on single date. They have repeatedly told us that the account would be withdrawn from on a single date, and the account would still be withdrawn on multiple dates. Most recently we called and they again assured us that the account would be withdrawn on a single date. However, two thousand dollars had already been withdrawn earlier this month, with another two thousand to be withdrawn on 05/20. Instead of two thousand being withdrawn on 5/20, all four thousand was withdrawn and our account was overdrafted. I was repeatedly assured that only two thousand dollars would be withdrawn on 5/20, with the full four thousand dollar payment being taken out on 6/20 and monthly thereafter. This oversight by nelnet has not only been frustrating and bothersome, but also now affected my family and i financially. I feel that this oversight by nelnet needs to be addressed and corrected.

  

  Business response

  05/29/2024

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

   

*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. ↩