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

  
• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  Nelnet Loan Services

  PO Box 64692 Saint Paul, MN 55164

• 

  Nelnet-National Educational Loan Network

  P.O. Box 17460 Denver, CO 80217

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a disabled veteran and my student loans were discharged without my knowledge back in 2021. For whatever reason, they automatically discharge them instead of having people reach out to discharge them. They sent a letter to an unknown address because I was homeless at the time. When I went back to school in 2023, I was advised that in order to take out loans, my doctor needs to sign a paper and that I can't get them discharged again due to the previous discharge. I was NEVER done with school and my initial loans should have never been discharged. I called Nelnet to have my discharge reversed multiple times in 2023 and 2024 and also 2025. They said they submitted the request over and over again but it was never completed. So I call again this week, and was told that they can't help because the Department of Education now handles the disability loan forgiveness. So years of calling Nelnet and being told it's been submitted and it should be done did absolutely nothing. I called the Dept of Education and was told that it's been too long. So now I'm stuck and not receiving a benefit fully because of a mistake I did not do. Please correct this or correspond with the Department of Education so I can get my previous loans reinstated!!!!!!

  

  Business Response

  Date: 07/17/2025

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

• Initial Complaint

  Date:07/10/2025

  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.

  This company is awful. Their work from home employees either don’t listen or just say anything they think you want to hear to get you off the phone without a resolution.
  
  Don’t bother trying to escalate as this as seen them state I would get a call back, don’t miss the call or get to call back general *** number (left is supervisor voicemail) and do a phone tree and two more levels of person before being put back in the call back queue.
  
  This company is really poor and bad reflection on Gov’t. How can we allow companies treat us like this with work from home United States based agents?
  
  My issue is not a little something got applied incorrectly. We are talking about incorrect credit reporting that goes against Fair Credit Reporting Act.
  
  Not much you can do to avoid but the issue is them.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  **** ******
  **** ******* ***** **
  Jacksonville, FL 32256
  
  Account: **********
  Dear *****
  
  We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S.
  Department of Education (ED), we service your federal student loans. We take your concerns
  seriously and appreciate the opportunity to respond.
  
  As we understand it, you don’t believe our employees listen or just say what they think you want to
  hear to get you off the phone with no resolution. You state you requested to escalate, and we called
  you back, but you missed the call, and you had to contact the general phone line again. You state
  you had incorrect credit reporting that goes against the Fair Credit Reporting Act (FCRA). You’re
  asking us to correct your credit report.
  
  Nelnet furnishes credit information monthly to the four consumer reporting agencies, (CRAs),
  (Innovis, Experian, TransUnion, and Equifax). Until an account reaches 90 days past due, we furnish
  data reflecting the account as up to date. When an account reaches 90 days past due, we may
  furnish late payment data. Once late payment data has been furnished to the CRAs, the information
  may remain on your credit history for as long as seven years. For more information on credit
  reporting, please visit *****************************************************
  
  Under the FCRA, we have an obligation to ensure data we furnish to CRAs is complete and
  accurate. Based on your request and the information you provided, we carefully investigated your
  concern, and the corresponding data furnished to the CRAs. Our investigation indicates the data
  accurately reflected your loan status at the time it was furnished. Due to the continued delinquency
  occurring on your loans, the data we furnished in February 2025 through March 2025 reflected your
  past due status. On April 25, 2025, your loans were no longer considered past due because you
  requested a forbearance.
  
  A forbearance will bring your account up to date but will not remove previous negative reporting. You
  are signed up for paper correspondence. While your loan was in repayment, we sent you billing
  statements each month. When your account became past due, we also tried to reach you in other
  ways such as calling and sending past due notices to help bring your account up to date.
  
  We have enclosed a copy of your Master Promissory Note (MPN). As a precaution, identity-sensitive
  information (driver’s license number, date of birth, and all but the last four digits of your Social
  Security number) is redacted from the enclosed documentation. When reviewing this document,
  please note the following terms of the Borrower’s Rights and Responsibilities you agreed to when
  signing your MPN:
  
  • Page 4, under Item 6, Information you must report to us after you receive your loan, it states:
  “You must notify your servicer and/or the financial aid office at the school about certain
  changes.” This includes change of address, telephone number, name, or enrollment status.
  This means it is the borrower’s responsibility to ensure their contact information with their
  servicer remains up to date.
  
  • Page 7, under Item 16, Repaying your Loan, it states: “You must make payments on your
  loan even if you do not receive a bill or repayment notice.”
  
  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.
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 11 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You may also
  send us a secure email through your ********************* *******.
  
  Sincerely,
  
  ***** **
  Nelnet
  

  Customer Answer

  Date: 07/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the only concern that you are willing to address is the promissory note on the loan but showed the same lack of care to concerns raised to your business around representatives either not verifying me and providing information on my account or attempting to steal PII information from me. 
  

  This explanation is exactly what I’d expect from Nelnet. Do better. 

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

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently reviewed my credit report and noticed an account that was not reporting accurately I had late payments on an account that was in fact paid on time. The consumer reporting agencies need to report all information with complete accuracy. This account has not been late on payments.
  
  
  I demand this payment be updated to PAID ON TIME immediately. You cannot report information with knowledge that this information has errors. I have substantial doubt about the accuracy of the information. Please update this account to PAID NEVER LATE.

  

  Business Response

  Date: 07/15/2025

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

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:
  Company Name:DEPTEDNELNET,DEPTEDNELNET
  Account #:***************************
  Balance:$11,540.00,$13,360.00
  
  Under the Fair Credit Reporting Act (15 U.S.C. § 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.
  
  I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.
  
  Including unverified or inaccurate information on my credit report—and continuing to share it with third parties—unfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  

  Business Response

  Date: 07/15/2025

  Pertaining to ***** ******** federal student loan account,
  we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you state there are several inaccuracies on your credit report
  that should be removed. You are asking us to make corrections your consumer report and provide
  documentation in accordance with 15 U.S.C. 1681.
  In accordance with our agreement with ED, we furnish your account data to the consumer reporting
  agencies (CRAs). As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to
  ensure the data we furnish is complete and accurate. Any information we share is in accordance
  with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to the use and
  sharing of your personal information. Enclosed is a copy of ED’s privacy notice which states that for
  everyday business purposes, such as to process your transactions, maintain your account(s),
  respond to court orders and legal investigations, or report to credit bureaus, we do share your
  information, and you may not opt out of this sharing. 

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2025 date of credit change.
  I was on forbearance for my student loans and I enrolled in masters program at University of Central Florida for industrial engineering. I was excepted into the University and signed up to take classes during the summer but based on University policies undergraduate students have first pick at classes before graduate students. Thus I was unable to take classes in the summer and had to push my classes to the Fall of 2025 or Spring 2026. I am currently fully enrolled in those classes that I was unable to take during the summer. The class in which I needed to take was Statistics for engineering STA3032. I am currently enrolled at least half time to begin class august 2025 again due to not being able to take the class in the summer of 2025 because the class filled up with undergraduates.

  

  Business Response

  Date: 07/09/2025

  Pertaining to **** ******** federal student loan account, we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you enrolled in a master’s program at the University of Central
  Florida in April 2025, but due to the school’s policies you were unable to take classes in the summer
  and had to push classes to begin in the fall. You state that you are currently enrolled at least halftime to begin classes in August 2025. You would like your credit report updated.
  Your account is presently eight days past due for $389.04. Please log in to your
  ********************* account or call us using the phone number provided at the end of this
  response to review your options.

  

  Business Response

  Date: 07/17/2025

  July 17, 2025
  
  **** ******
  *** ******* ** **
  Palm Bay, FL 32907
  
  Account: **********
  
  Dear *****
  
  We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S.
  Department of Education (ED), we service your federal student loans. We take your concerns
  seriously and appreciate the opportunity to respond.
  
  As we understand it, you’re formally appealing our decision regarding the late payment reporting for
  April 2025. You state you were accepted into a graduate program at the University of Central
  Florida, and you’re actively enrolled at least half time for the Fall 2025 semester. You state you’re
  eligible for deferment once you’re enrolled at least half time in an eligible program. You state the
  delay in your start date was out of your control. You also state you weren’t enrolled in January 2025
  because you were caring for your grandmother who has since passed away. You’re asking us for a
  goodwill credit report adjustment based on these circumstances.
  
  As of July 15, 2025, your loans are 5 days past due in the amount of $820.02. If the $821.24 monthly
  payment creates a hardship, repayment and assistance options may be available to lower or
  postpone payments. You can find more information about repayment and postponement options on
  our website, ********************* or by contacting us using the information below.
  
  You are currently registered for classes that begin in the fall of 2025. Your half-time enrollment
  status doesn’t begin until your classes start on August 25, 2025. As a result, we cannot place your
  account into deferment until classes start.
  
  Under the Fair Credit Reporting Act, we have an obligation to ensure data we furnish to the
  consumer reporting agencies (CRAs) is complete and accurate. Based on your request and the
  information you provided, we carefully investigated your concern, and the corresponding data
  furnished to the CRAs. Our investigation indicates the data accurately reflected your loan status at
  the time it was furnished.
  
  We acknowledge your request to make an adjustment based on your circumstances; however, we
  are unable to accommodate your request. If you have evidence or documentation supporting a
  change in your status, we will use the new information you provide to research and update your
  loan(s) as appropriate.?
  
  If you have any other questions, you may call us at ************ from 8 a.m. to 11 p.m. (Eastern)
  Monday, 8 a.m. to 8 p.m. Tuesday through Friday, and 10 a.m. to 2 p.m. Saturday. You may also
  send us a secure email through your ********************* account.
  
  Sincerely,
  
  ***** **
  Nelnet

• Initial Complaint

  Date:06/23/2025

  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.

  For 6 months ***** Servicing has FAILED to enter the Administrative forbearance on the account indicating they have not received any indications from FSA that there remains an open borrower defense claim.
  
  I am now being contacted by collections and a 90 and 120 day late has been reported to the credit agency dropping my credit score over a hundred points with this single report.
  ***** says this was not their error and I've refused the options they've provided which is absolutely not the case. I've submitted forms for income driven repayment and I did not qualify. They stated multiple times they would place a hardship forbearance however the processing department continuously canceled the process due to there being a pending borrower's defense claim while still refusing to place the administrative forbearance.

  

  Business Response

  Date: 07/03/2025

  Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provide the attached response.Your concern, as we understand it, is over the past six months, you have requested that we place an
  administrative forbearance on your account while you still have an active borrower defense to repayment
  claim open; however, we indicated that we are unable to place an administrative forbearance on your
  account until we receive notice from FSA. You assert due to the delinquency we reported, your credit
  score has dropped, and you have been contacted by collection companies. Additionally, you state you
  applied for Income Drive Repayment (IDR) and did not have a forbearance when you previously were
  advised it would. You are requesting that we place an administrative forbearance on your account
  effective February 19, 2025, through 2027. Additionally, you request we remove any collection agency
  efforts and update any delinquent credit reporting. Additionally, you state you applied for IDR and not
  getting a forb when you were advised you

  Customer Answer

  Date: 07/05/2025

  The Borrower Defense claim was submitted and has been pending since 6/2021. FSA has sent several notifications to ***** ********** I have attached one of the notifications that was forwarded to me in April 2025 from FSA Borrower Defense. This was sent to me the same day FSA resent this notice to ***** **********
  
  Not only was this sent in April 2025 previous to the credit reporting, this is the original notification from 6/2021 that was sent when the claim originally filed. ***** was aware I still had an open investigation. This is not uncommon in Borrower Defense cases due to ongoing Federal litigation. The case number was provided by myself as well as FSA.
  
  In addition just from *****s own response the request they received was to add an administrative forbearance effective Feb 2025 to Feb 2035 which predates the "delinquency"

  

  Business Response

  Date: 07/14/2025

  Regarding the follow-up inquiry submitted by ****** ******** regarding their federal student loan account, we address their concerns within the attached.The data we furnished in May 2025 reflected your loans were 90 days past due. Based on your follow-up
  request and the information provided, we carefully reviewed your loans and the corresponding data
  furnished to the CRAs. As a result of our investigation, we updated the data furnished in May 2025 to
  reflect your loans were in good standing at that time. Please allow the CRAs time to process the
  corrected information and reflect the adjustment on your credit files.
  The U.S. Department of Education notified us on June 10, 2025, that your borrower defense to
  repayment (borrower defense) claim was still being reviewed. Once we received this information, we
  placed your loans in forbearance, retroactive to January 29, 2025. You can check the status of your
  borrower defense discharge claim by logging in at StudentAid.gov/borrower-defense, calling 855-279-
  6207, or emailing Cus

  Customer Answer

  Date: 07/17/2025

  
  
  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:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt DEPT OF EDUCATION/NELNET. I do not have a contract with DEPT OF EDUCATION/NELNET, they did not provide me with the original contract that I requested.

  

  Business Response

  Date: 06/26/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is that you received an athletic scholarship to attend school and
  did not request a loan. You believe you are not liable for these loans due to the absence of a
  contract with ED. You are asking us to remove these loans from your credit files.
  We service your federal student loans. Your account is in repayment and presently 246 days past
  due in the amount of $1,712.88. As of June 24, 2025, your outstanding balance is $21,807.05. Of
  that balance, $17,522.78 is principal and $4,284.27 is interest. You may view additional detailed loan
  information through our website*** ******************** and ED’s website, **************.
  As your loan servicer, we do not have a role in the loan application or disbursement approval
  process. Once disbursements were made, ED assigned the loans to your servicer for servicing,
  which includes but is not limited to billing, offering support during the repayment period, and
  reporting your loan information to the consumer reporting agencies. Our records reflect that you
  received seven Direct Stafford Loans between October 2008 and September 2012. The loans were
  disbursed at your request and in your name by Northwood University and Alcorn State University. To
  learn more about how the loans were applied to your education expenses, or for more information on
  the application and disbursement process, please contact Northwood’s financial aid office at **** ******** or Alcorn’s financial aid office at ************. 

  

  Business Response

  Date: 07/09/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provide the
  attached response.Your concern, as we understand it, is you were on a full athletic scholarship during the time you
  were in college and did not take out any loans. You state that you contacted both Alcorn State
  University and Northwood University. You’re asking us to remove the loan off your credit until this
  issue is resolved.

  Customer Answer

  Date: 07/09/2025

  Can I please have this removed from my credit report while this is under investigation. I will file fraud on this through the link NELNET sent.

   

  Thanks,

  *****

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they keep changing my due date and no notice to us. mine has changes at least 6 times over past 6 months. very hard to keep track of this. why aren't we noticed on our loans? i have to remember to log in randomly to ensure i don't miss something.

  

  Business Response

  Date: 06/23/2025

  Pertaining to  *** ********** federal student loan
  account we reviewed their concerns and provide the attached response. We apologize for the frustration this issue has created. On July 18, 2024, a federal court issued a
  stay preventing ED from operating the Saving on a Valuable Education (SAVE) Plan. As a result of
  this ruling, ED has directed us to put your account into a forbearance. While you are in this
  forbearance no payment is required on your account and your interest rate will be set at 0%. You
  can find more information at *************************

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: 2*******
  
  
  
  I am rejecting this response because: last month I had a statement with an actual $$ amount due for July.  However since the dates keeps changing with no notice it's hard to plan.  Also why is it up to me to check my account all the time in hopes I don't miss a payment
  
  
  
  Sincerely,
  
  
  
  *** ********

  

  Business Response

  Date: 07/02/2025

  Pertaining to *** ********** federal student loan account, we reviewed their concerns and provide the attached response.We send your monthly statements and other important correspondence to your
  ********************* account based on your preference for electronic correspondence. As part of
  this process, we send you email reminders when new documents are available to view in your
  ********************* account. We reviewed our records and confirmed that no statement has been
  issued since July 6, 2024. You can review your previous statements on your *********************
  account, under the Documents menu.
  If you would like to change your communication preference to mail, log in to your
  ********************* account and select the menu with your first name at the top, then select
  Manage Paperless. You can also update your preference by contacting us using the information
  provided at the end of this response.
  At the direction of ED, your account has been in forbearance since August 1, 2024, due to a federal
  court injunction preventing ED from operating the Saving on a Valuable Education (SAVE) Plan. We
  provided details about this forbearance with a letter dated August 8, 2024, and we have enclosed a
  copy of the letter for your records. As stated in the enclosed letter, we will notify you before the
  forbearance comes to an end, we do not have a tim

• Initial Complaint

  Date:06/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a claim against Nelnet, a student loan servicing company, due to their failure to take appropriate action following the forgiveness to my student loan. Despit confirmation that my student loan has been forgiven, Nelnet has not provided proper documentation to me, nor have they updated my status with the major credit bureau to reflect that the debt has been discharged.

  

  Business Response

  Date: 06/26/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provided the attached response.We apologize for any frustration this issue has caused. Due to the consolidation of your loans, to process the discharge, we must wait for the loans included in your Direct Consolidation Loan to be reinstated by your previous servicer(s). You will receive a notice from ED once the discharge is completed. Because ED processes all borrower defense to repayment discharges, we are not able to give a status of when this will be complete
  

  Customer Answer

  Date: 06/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My student loans were forgiven 2/23/2011 due to school closing and misleading students. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 07/03/2025

  Pertaining to ***** ******** federal student loan account, we reviewed their concerns and provide the
  attached response.We previously serviced your Federal Direct Consolidation Loan that originated in September 2014.
  This loan paid in full your Federal Direct Stafford Loans that were disbursed to Everest Institute from
  June 2010 through February 2011.
  Great Lakes Educational Loan Services, Inc. (GLELSI) began servicing your Federal Direct Stafford
  Loans immediately after their origination until we received them in January 2023.
  ED handles a majority of the borrower defense to repayment (borrower defense) process. ED
  regulates, reviews, approves, or denies borrower defense claims. 

• Initial Complaint

  Date:06/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal Complaint Regarding Data Breach, FERPA and Title IV Violations, and Request for Immediate Discharge of Student Loans
  
  January 2025 is the date in which this problem occurred.
  
  I am writing to formally lodge a complaint regarding the unauthorized access and breach of my educational records, financial aid data, and IRS tax information by the U.S. Department of Education (DOE) and the Department of Governmental Entities (DOGE). This breach constitutes a direct violation of the Family Educational Rights and Privacy Act (FERPA) and Title IV regulations, as well as an egregious violation of my personal privacy and financial security.
  
  The student loan company as well as the Department of Education has promised to keep my personal information private, but this was promise was broken during the data breech.
  
  Given the severity of this breach and the direct impact on my financial security and privacy, I demand the current amount of $74,335.44 of student loans that are owed are cancelled.
  
  I also sent a US Postal Money Order to the Nelnet company with the memo stating as follows: Accepted for value received for valuable consideration. Tender this instrument the complete amount of $1000. This instrument is intended for special deposit purposes to be exchanged for equal credit, and if this total amount is not accepted then please send my payment back to my address. They only credited my account for $1 which is not what the instructions stated as a US Postal Money order is worth $1000 for every $1 paid by the customer.

  

  Business Response

  Date: 06/16/2025

  Pertaining to ******* ********* federal student loan account,
  we reviewed their concerns and provide the attached response.Your concern, as we understand it, is you believe your educational records and other personal data
  were compromised due to unauthorized access to your records. You are concerned about the
  impact to your privacy. You are requesting a formal investigation and for your federal student loans
  to be discharged

  

  Business Response

  Date: 06/26/2025

  Pertaining to ******* *********
  federal student loan account, we reviewed their concerns and provide the
  attached response.The Electronic Signatures in Global and National Commerce Act passed in June 2000 states
  any contract with an electronic signature may not be denied legal effect or ruled
  unenforceable because it was created digitally. ED has designated the FSA Personal
  Identification Number as the electronic signature for federal student loans. Use of this
  number when applying electronically for your Direct Stafford Loans in July 2012, gave the
  application the same legal integrity as documents bearing an inked or wet signature.
  ? All pertinent information regarding the making and collection of your loans is contained in the
  Terms and Conditions and the Borrower’s Rights and Responsibilities contained in your
  MPN. Under these terms, a borrower is obligated to repay the full amount of the principal
  owed plus any interest, fees, or costs

  Customer Answer

  Date: 07/01/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it fails to address the core issue: their negligence in securing my personal data during the massive data breach involving the Department of Education. 

  My private, sensitive information was compromised as a result of Nelnet's failure to implement adequate cybersecurity measures. I now face ongoing risks, including identity theft, emotional distress, and financial uncertainty. Yet, Nelnet has refused to take responsibility in a meaningful way.

  I am not satisfied with generic apologies or offers of credit monitoring. These do not undo the damage done or protect me from long-term consequences.

  I request further investigation into this matter by the BBB and ask that Nelnet revisit its position and offer solutions that reflects the gravity of the harm caused

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