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:04/05/2024
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 sent me a letter saying they took over my student loan company. As result they expected me to start payment in January. I sent a letter to dispute it, and asked for a paper copy of my original contract (with my signature) and all payment history up to that point. I wanted to make sure they were legitimate; Im not gonna pay some company without proof of contract. I also called them. I spent hours on the phone as they sent all the requests for paper copies into the right departments. They double checked my address. However i never recieved any paperwork. February bill came in and i sent in another dispute letter requesting the paper proof of contract. I also called them a second time. They said they would send in another request for written proof and mail it out to me. I never recieved anything from them except March's bill. I sent in another letter to dispute the charge and request paper copy of my original contract. Its April 5th and i havent recieved anything other than Bills. I do not believe they have a contract with my signatrue as its been 3 months with no proof.
Business Response
Date: 04/12/2024
Pertaining to ******* ******** ****** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:04/05/2024
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's website currently has broken password based authentication. I have tried resetting my password multiple times with a password manager, and the problem still persists. I have student loans I will begin paying in a week and cannot get into my account to pay it.Business Response
Date: 04/12/2024
Pertaining to Nate Miller's federal student loan account, we reviewed their concerns *** ******* *** ******** *********Initial Complaint
Date:04/04/2024
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.
Nelnet website states that my password is incorrect, even thought I have password saved, took picture of password chosen, and written down. This has occurred at least 4 times in 6 months. This is unacceptable as this account should be accessible at all time, and I do not feel that this is good business practice. This seems to be occurring to many people.Initial Complaint
Date:04/01/2024
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.
Hi, Nelnet has refused to stop processing my loan discharged stating they had a system error. The system error was in November 2023. We are now in April 2024 and I have yet to get any type of resolution on what the error is and why it’s taking so long to forgive my student loans. In addition, I made several payments with Nelnet and Fedloans toward my ***** ********** loans and they have no records of any payments that I made. Attached is proof of payments that I made.Business Response
Date: 04/05/2024
Pertaining to ******** ******* federal student loan account, we reviewed their concerns and provide the attached response.Business Response
Date: 04/24/2024
Pertaining to ******** ******* federal student loan account, we reviewed their concerns and provide the attached response.Customer Answer
Date: 04/24/2024
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:03/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Nelnet website has been a mess for almost 6 months. It continuously boots individuals and forces one to reset their password and then still denies access to their website. I have been dealing with this since November, 2023 and call in every single month to have them reset it on their end. It is maddening that such a massive student loan servicer could have such a terrible website. Recently they did a massive update to their site, claiming this would fix many of the issues, but the issues I have faced for the past six months persist, including today, March, 29, 2024. Nelnet has an obligation to its customers to provide a website where we can actually access our account, not having to spend 30 minutes on the phone with customer service every month to fix this constant glitch on their end.Business Response
Date: 04/10/2024
Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:03/28/2024
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 decided to answer a random phone call from an unknown number yesterday and received an automated message from nelnet telling me that I am overdue on a loan payment. I have never at any time received mail or a phone call with voicemail telling me that I had any upcoming payment or that payment was due. I made a call today 12:43pm CST and spoke with a representative who told me they made numerous attempts to call me, to email me and sent mail to my address. I have never received a call in which a voicemail was left, kind of important wouldn't you agree? I have never received any US Mail indicating a payment was due or overdue. I also haven't used the email address they listed for well over a year. Every other business I deal with that had my old address knew it no longer existed except Nelnet apparently. The ONLY reason I know about any payment info is because I decided to answer a random unknown phone number to get a automated message. Nelnet needs to reset the clock on this as I find it unacceptable for me to use a forbearance or any other method to make up for their lack luster attempts at communications with one of it's "customers" Any potential negative credit impact needs to be corrected by them as well. I find this company to perform in poor taste and I certainly hope they can turn things around because judging by the complaints i've seen here on BBB I'm not very hopeful.Business Response
Date: 04/02/2024
Pertaining to ******* ********** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:03/28/2024
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.
Since January my loan got switched over to this loan provider and I applied for the graduated program since January they keep stating the application was never submitted I have escalated this on more than one occasion and nothing is being doneBusiness Response
Date: 04/04/2024
Pertaining to Y***** ********** federal student loan account, we reviewed their concerns and provide the attached response.Customer Answer
Date: 04/04/2024
Complaint: ********
I am rejecting this response because:
This took more time then necessary. The only reason why it was moved into the graduated program was Sherri employee Id 103210. I have been making payments of over $50 a month since it was never turned into the graduated program. Will there be a refund for those months ? A credit to my account? Or any deferments for the months that nelnet failed to switch over the repayment plan ?
Sincerely,
****** ********Business Response
Date: 04/10/2024
Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:03/27/2024
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 made my first payment the month it was due and on time. The payment was not counted to the account and said I was past due the next month. I have contacted nelnet with no success and just a run around on email. I have continued to pay yet my account still says I am past due. I need my account updated to the correct amount and so it doesn't say I am past due.Business Response
Date: 04/04/2024
Pertaining to ******* ********* federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:03/27/2024
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 is the company that is in charge of my Studen Loans on behalf of the Federal Government. Nelnet service is deplorable, I always have had login issues but now I cannot log into my acccount at all. For a week straight I have been changing my password, resetting everything to no avail. I still cannot login to my account. Trying to contact this company personally is a joke. I have stayed on hold for over an hour at a time to still hear nothing back nor receive a callback when I leave my phone number because I don't have all day to wait on these people. This company is working on behalf of the Federal Government, there is zero excuse for this terrible service which will cause ME to have issues in my life. If I do not make my payments on time, my life is immediately affected financially. However, this company has no responsibility to provide me with reliable service? This is a joke. I want access back into my account ASAP so that I can make payments on my account that are required. The ****** ****** ******* ********** should have much more oversight over these predatory loan companies. Give my access into my account now, I am already looking into class actions on behalf of borrowers who always have to deal with the charade put on by these loan companies. Get me back into my account now so that I am not put into default because of your awful service.Business Response
Date: 04/01/2024
Pertaining to ****** ********* federal student loan account, we reviewed their concerns and provide the attached response.Initial Complaint
Date:03/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been provided false balances on monthly billing statements from this company. They are not applying the payments correctly to my loans. They somehow allowed me to over pay on two of my loans by over $720.00. I believe they are mishandling my money and have not been helpful with trying to resolve the situation. I have not once been told if a payment has been reallocated to another loan which I have been told I would be made aware of this. I have multiple loans that although they should have been paid in full they had a new balance after even receiving a letter and credit report notification that a loan was paid in full and closed the account.Business Response
Date: 04/04/2024
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 Loan Servicing. On behalf of your lender, the ****
********** ** ********* ****, 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 we have not been applying payments correctly to
your loans. You have multiple loans that you believe should be paid in full. You would like an audit of
your account.
Our records reflect that you spoke with a Senior Resolution Specialist on April 2, 2024. We
discussed your concerns regarding account balances and how to use special payment instructions if
you want to pay off your lowest balance loans first. It is our understanding that your concerns were
resolved. If your concerns have not been fully resolved, please contact our Solutions Center at ****
******** and a Resolution Specialist will be happy to assist you further.
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 visi* **********************
Sincerely,
****** **
Nelnet Loan Servicing
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