Business Profile
Student Loan Services
Nelnet - National Educational Loan NetworkHeadquarters
Complaints
This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,118 total complaints in the last 3 years.
- 308 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 3/17/23, i logged on to my Nelnet account (#**********) to check the status of my Federal consolidation. I almost had a heart attack when i saw that my balance had doubled to $ ******.. I have one outstanding student loan. Nelnet is my servicer. This loan has been "private". On 2/21/23, Nelnet received my application/ promissory note to move this loan to the ******* ** **** Program. On 3/06/23, i made a $ *** payment and told the consolidation should be done by the 17th. My balance should be around $ ****** since interest continues to accrue while its still a private student loan. When i called to receive an explanation about this massive error i was told not too worry it will be corrected and my application should be completed my the end of this month. I have no reason to not worry since they did not know why my balance showed it doubled within a month's time.
Business Response
Date: 03/24/2023
Pertaining to Demetrios ********** federal student loan account, we reviewed their concerns and provide the ******** response.Initial Complaint
Date:03/20/2023
Type: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 account is newly transferred to Nelnet from **********. I need a letter of verification in which they are refusing to give me unless I provide them with my Social Security Number over the phone because they have not assigned me an account number. I informed them that I do not provide my SSN over the phone. Tony, who is the case manager, said that he couldn’t help me unless I provide my SSN. I asked to file a complaint and he said he needed my SSN to verify me as a borrower because they have not assigned an account number, therefore he couldn’t provide any details for me to file a complaint.Business Response
Date: 03/23/2023
Pertaining to Darlene ****** federal student loan account, we reviewed their concerns and provide the ******** response.Customer Answer
Date: 03/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Darlene ****Initial Complaint
Date:03/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
* ** ******** *** ******* *** ********** * *** *** **** *** **** **** * **** *** * **** ******* ******** **** **** **** ** ********** *** ** ** **** ** * **** All my loans through the department of education were forgiven for permanent disability. I sent post discharge paperwork to Nelnet several times but they said that it wasn’t enough, I also sent in paperwork from my doctor. These guys are impossible to deal with. Can you please help me. Thanks Tony *** *******Business Response
Date: 03/21/2023
Pertaining to Tony ********* federal student loan account, we reviewed their concerns and provide the ******** response.Initial Complaint
Date:03/16/2023
Type: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 received a letter from Nelnet dated 03/06/2023, stating I requested a forbearance, I did not nor have I ever requested a forbearance. I was in an income-based repayment plan along with the PSLF program for many years. I also applied for the Borrow Defence to repayment, many years ago, which does not require the loans to go to forbearance. At this point, all that doesn't matter because the loans were discharged about one year ago under VA disability. * ** ***** **** **** *** **** *** ** *** ** *****Business Response
Date: 03/23/2023
Pertaining to Forrest ******** federal student loan account, we reviewed their concerns and provide the ******** response.Customer Answer
Date: 03/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Forrest ******Initial Complaint
Date:03/13/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On January 13, 2023, we requested a refund for the student loan payments that we made during the COVID forbearance (in accordance with the Biden-Harris statute that allows this). On February 12, I called to check on the status of the refund and no one had any information about when the refund would be issued. Moreover, I was told that refunds can take up to 18 weeks... or longer..."who's to say?" These payments amount to $******* which is a lot of money to be "pending" for an unspecified period of time. What if they have my money for six months? One year? Ten years? According to Nelnet, there is no way of really knowing! I would like Nelnet to pay me daily interest on my $******* for the time that they have my money in limbo. We are legally entitled to get this refund, yet Nelnet is unlawfully holding our money.Business Response
Date: 03/21/2023
Pertaining to Matthew ********* federal student loan account, we reviewed their concerns and provide the ******** response.Customer Answer
Date: 03/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Matthew *******Initial Complaint
Date:03/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Nelnet has added in loans onto my credit report basically taking my two consolidated loans , tearing them apart and adding them back into my credit report along with the two consolidated loans. This doubled what it said I owed on my credit report. This is FALSE and very illegal reporting. On top of that Nelnet has been informed that all my loans were discharged due to fraud...meaning I owe Zero yet they refuse to remove the loan balances from my credit report both the legitimate balance and the fraudulently reported balance. They are saying there is a "suppression, on my account by the DOE. I have contacted the DOE and they have no idea what Nelnet is doing talking about. I have the letter attached from the DOE saying I was approved for full loan discharge. It was date October 2022 and and my credit report would be updated to reflect it. I just filed a complaint with the DOE Ombudsman and I have contacted an attorney ** **** ***** ** ** ** ***** **** ****** ******* **** ******. I've called Nelnet multiple times to no avail. No one in customer service seems qualified enough to even understand that you can't report someone owes you money when in fact they do not . I've requested a detailed letter outlining the reasoning for the illegal reporting amd fraud from Nelnet. They refuse to send me info. Nelnet has indicated that my credit report will continue to show an unpaid balance until 2030. This is absurd *** ** ********* ** ******. My account balance is zero with Nelnet and has been for several months. Fix my credit report or send a detailed report on the reasoning behind the refusal to update credit reporting . This has been causing both financial and personal stress along with a rediculous amount of time fixing this.Business Response
Date: 03/28/2023
Pertaining to Kimberly ********** federal student loan account, we reviewed their concerns and provide the ******** response.Customer Answer
Date: 03/28/2023
Complaint: ********
I am rejecting this response because:I have contacted the Department of Education multiple times and I have yet to find one single person that knows anything about a "suppression" . I have been told by the Department of Education that Nelnet is responsible to remove paid balance on the credit report multiple times. . I have now requested Nelnet to provide a detailed report of the accounting used to add balances onto my Nelnet account . I have asked Nelnet for a detailed reporting of the balances that have been added to my credit report by Nelnet and the reasoning for this. I am asking for the entity within the Department of Education that requested a "Supression". I am asking for information and a copy of the alleged credit "Supression" on my account.
Sincerely,
Kimberly ********Initial Complaint
Date:03/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I noticed I had late payments from DEPT OF EDUCATION/NELN on my credit report. During these months I did not receive anything stating I was late. As you can see, majority of my payments have been on time so I am requesting the removal of these late payments from my account. I am trying to increase my score to purchase a home and would greatly appreciate if you guys can submit a request to the credit reporting agencies to remove the late payments.Business Response
Date: 03/09/2023
Pertaining to Nicole ********* federal student loan account, we reviewed their concerns and provide the ******** response.Initial Complaint
Date:03/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Greetings, Nelnet continues to report a balance to Experian although my balance is $0. I've attempted to resolve this both through Experian & Nelnet with no resolution. I've submitted multiple Nelnet statements to Experian which show a paid in full date and $0 balance. Even when disputed & contacted, Nelnet provided an update as recently as 3/4/23 to Experian with an outstanding balance. I've included February & March statements from Nelnet reflecting $0 balance. Additionally, I have incorrect data on my credit report regarding late payments. Nelnet lists late payments from January 2019-March 2020. I have made multiple attempts to resolve this matter with no resolution. Nelnet records indicate & they will confirm, I've called them regularly & consistently to keep my account in good standing. I called every year: May 2016, Feb 2017, June 2018, Jan 2019, Mar 2020 Up until 2019, I had no late payments. On the 1/15/19 call I requested information on income driven plans & requested a 12-month forbearance. The caller discouraged me from using forbearance however, I insisted if I was able to follow through with the income driven plan, I would call back. She confirmed I didn't have to use the whole 12 months forbearance even after it is requested, meaning I could call back & cancel it if I chose to move forward w/the IDR plan. She went on to place my account on what I now understand is an administrative 90-day forbearance which is not what I asked for. At the time, I still had 18 months of forbearance & 36 months of hardship available to use. I still have that as of today. It does not make sense, given my history that I would allow my account to sit in default. Consumers are important & businesses this large act as if they have no one to account to. We're all human & employees make errors however, I should not have to pay the price for it. Given my history & context, there should be some resolution. These two unresolved issues are both unethical & egregious. Thank you.Customer Answer
Date: 03/16/2023
Complaint: ********
I am rejecting this response because:The response confirms I have a zero dollar balance, however makes no mention of how they have responded to request through the credit bureaus to update that information. They have sent an update to the credit bureaus on both March 8 and March 4 stating I still have a balance, this continues to be the problem and as you can see, again, the company makes no mention of how they plan to rectify it. Here they are acknowledging there is no balance, they continue to report a balance to the credit bureau. Additionally, Jackie mentions I was prequalified for a zero dollar income driven plan. There was no mention of this on that call. The representative said I needed to send in all of my documents before Nelnet could make a determination on what my payment would be. Which is the reason why I requested a 12 month forbearance, with the understanding that the payment may not be something I could afford. Again, the company does not acknowledge the context our the history. I received no calls or correspondence indicating my account was delinquent or else I would’ve called and had it put back in for Barents. I had and still have forbearance to use. Given the context in the history, know that shows very little concerned for their consumers.
Customer Answer
Date: 03/16/2023
Additionally, given my history with Nelnet. The fact that I have called every single year to make sure my account is in good standing, it seems that Nelnet would do something, to work with me as a courtesy. Nelnet has the authority to work with me on this matter, and chooses not to. Jackie strategically chose not to discuss my history and the fact that I had and still do call every year to keep my account in good standing. Had the representative told me I had been prequalified for a zero dollar payment, given the history, it is reasonable to expect I would have chosen to take that as opposed to using additional forbearance. In this case, Nelnet shows no ownership that they may have had a representative that made an egregious error on my behalf. To this day, I still have for forbearance and deferment available to use that they could backdate given I asked for it & it was not placed on my account. If Nelnet wanted to make the situation, right, they could. ***** ******* **** *** **** ** **** *** *** ******** ** **** They have shown themselves **** **** ***** ********** where they believe that consumers do not have a choice, consumers have choices, and should be treated fairly. *** * ****** ******* * ******** *** *********** *** ******** ** * ***** ****** I will continue to advocate for myself on this matter.Business Response
Date: 03/23/2023
Pertaining to Elizabeth ********* federal student loan account, we reviewed their concerns and provide the ******** response.Initial Complaint
Date:03/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To whom it may concern: I requested documentation from your company regarding this student loan account you are reporting to my consumer report, you failed to provide me with anything other than an alleged promissory note that I didn’t ask for. You never gave me the 3 disclosures pursuant to 15 U.S Code 6802 (Obligations with respect to disclosures of personal information). ********** has stolen my identity and violated my consumer rights, my right to privacy and the obligation ********** have to maintain the security and confidentiality of my private information. ********** is knowingly and willfully pertinent information regarding the disclosure of my information to affiliated and non-affiliated third parties. According to 18 U.S. Code § 1028A - Aggravated identity theft “Whoever, during and in relation to any felony violation enumerated in subsection (c), knowingly transfers, possesses, or uses, without lawful authority, a means of identification of another person shall, in addition to the punishment provided for such felony, be sentenced to a term of imprisonment of 2 years.” You knowingly transfers, possesses, or uses, without lawful authority, a means of identification of another person, which is my identification. Also, since you been put on notice about these violation multiple times and choosing to ignore the federal law 15 U.S Code 1681n (civil liability for willful noncompliance) This violation will be added into my lawsuit if the account number: ********** isn’t deleted from my consumer report I will be forwarding a copy of this formal dispute to the BBB, CFPB, and the state attorney general in your state and mine.Initial Complaint
Date:03/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for these debts with Nelnet beginning with #****** and do not have contracts with Nelnet. They did not provide me with the original application like I asked.Customer Answer
Date: 03/08/2023
It was authorized directly by me, Dolakeh ****Business Response
Date: 03/10/2023
Pertaining to Dolakeh ****** federal student loan account, we reviewed their concerns and provide the ******** response.
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