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Business Profile

Student Loan Services

Nelnet - National Educational Loan Network

Headquarters

Complaints

This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1,157 total complaints in the last 3 years.
    • 280 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/04/2025

      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.
      Subject: Formal Complaint Regarding Mismanagement and Dispute of Federal Student Loans by Nelnet

      To Whom It May Concern,

      I am writing to formally lodge a complaint regarding the ongoing mismanagement and failure to resolve issues related to my federal student loans serviced by Nelnet. Despite following all proper channels to dispute discrepancies in my loan account, I have yet to receive an adequate resolution.

      Specifically, I have encountered the following issues:

      Inaccurate loan balance and payment history reporting

      Failure to properly address my dispute despite multiple attempts at contact

      Lack of transparency and clarity regarding my loan terms and status

      I have made every effort to resolve these matters directly with Nelnet, including contacting their customer service, documenting communications, and providing any requested information. Unfortunately, these efforts have not led to a satisfactory resolution. As a borrower, I am entitled to accurate information and fair treatment under federal loan servicing guidelines.

      Given the continued mismanagement and lack of response, I am requesting the following actions:

      A formal investigation into the handling of my loan account and dispute.

      Correction of any errors in my loan balance, payment history, or account status.

      Clear and detailed communication regarding the findings of this investigation and any corrective measures taken.

      This situation has caused significant stress and confusion regarding my financial obligations and the status of my federal loans. If my concerns are not addressed within 30 days, I will consider pursuing additional legal action and filing complaints with other relevant agencies. Please provide a written response addressing these issues and outlining the immediate steps being taken toward resolution. Direct all correspondence to the address listed above. Thank you for your prompt attention to this important matter. I look forward to your immediate response and resolution.

      Business Response

      Date: 03/13/2025

      Pertaining to ****** **********s federal student loan account, we reviewed
      their concerns and provide the attached response.Your concern, as we understand it, is you believe your loan balance and payment history are inaccurate. You also believe there’s a lack of transparency regarding your loan terms and status. You state you’ve contacted us, and we haven’t provided a satisfactory resolution. You’re asking us to correct your credit report.
      We apologize for your experience. We are committed to providing a superior customer experience and we look forward to a more positive relationship
    • Initial Complaint

      Date:03/04/2025

      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 an endorser on a student loan. I was not notified of any delinquency until it showed up on the credit report. I was informed by *****- an account manager- that they were not “required “ to send me statements or notify me of any delinquency. But will NOT remove it from my credit report.

      Business Response

      Date: 03/11/2025

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

      Date:03/03/2025

      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 deb with US Department Of Education. I do not have a contract with NELNET. They did not provide me with the original contract as I requested.

      Business Response

      Date: 03/10/2025

      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 are disputing this debt. You previously requested a document with your signature to show these are your loans but never received it. You are asking us to remove these loans from your credit files.
      We currently service your federal loans on behalf of ED. 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.
      Per your request, a copy of your Master Promissory Note has been enclosed for your review.
      ** ******* *** ******* ******* *** ******** **** **** ******* ** *** *** **** ******* ** **** ** ***** ** *** ******* ******* **** **** ****** ** ** ** ****** ** ***** ******** **** ********* ******* *********** *** **** ****** *** ** ** **** ************** ******* ** ********************* ******* ** ****** *** ****** **** ******* ************ ************** *** *** ******* ** ** ************** ** *** ******** ******* **** ***** *** ******* *********** ******** ** *** *** ** **** *********
      ** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** * **** *********


      Customer Answer

      Date: 03/19/2025

       

      Complaint: ********



      I am rejecting this response because: 

      To begin, nowhere on the document presented does it say "******* ********** ** *********** Because I don't and never have entered into any agreement or contract with NELNET. 

      Next, NELNET is reporting 6 separate student loan accounts in my name to all three credit bureaus (EXPERIAN, TRANSUNION, & EQUIFAX). In their previous response they presented one document, not six. Furthermore, the total loan on the document they presented says the loan is for $15,000. None of the accounts they are reporting are for $15,000 even when you add them together. 

      NELNET is also reporting several different loan dates after the year 2010, which this document they presented that has nothing to do with them was allegedly established. They are also reporting the monthly payments for all six of these said accounts are $0 per month but reporting to the credit bureaus that I am 120 days late on payments for all six of these accounts. Which they "ironically" reported to the credit bureaus days after receiving my formal dispute via ********* **** ** ******** *** **** ** ******* *** ** *** ** ** *** **** **** ** * ******* **** ** ** ***** ****** ***** *** ******** *** **** **** ******** ** ** ** **** ****** ******* **** *** 

      ****** ** **** ********* ********** ******** *********** ***** ** ********* ***** ********** 

      I filed a formal dispute with NELNET PERSONALLY in which they had 30 days to provide to me the original form of indebtedness in its original form bearing my signature within 30 days of receipt of my dispute and to cease reporting to credit bureaus immediately, and that the accounts be removed from my credit file if they could not be verified. NONE OF WHICH THEY DID. 

      NELNET is in violation of many FCRA laws: 15 USC 1681s-2 section 623 (7) NEGATIVE INFORMATION (A) NOTICE TO CONSUMER REQUIRED (i) (B) TIME OF NOTICE (i); 15 USC 1681s-2 section 623 (b) DUTIES OF FURNISHERS OF INFORMATION UPON NOTICE OF DISPUTE (1) (A) (B) (C) (D) (E) (i) (ii) (iii) (2) DEADLINE; 15 USC 1681i section 611 (5) TREATMENT OF INACCURATE OR UNVERIFIABLE INFORMATION (i). 

      I was unable to attach the sixth file as I am only able to upload 5 attachments. 


      NELNET has caused severe damage to my credit reputation and has abusive and unfair practices. ALL six accounts need to immediately be removed from my credit file with all three bureaus, EXPERIAN, TRANSUNION, AND EQUIFAX. All of which who also don't investigate properly and I have filed complaints with the CFPB. 

      I appreciate your help in this unjust and unfair matter.

      Sincerely,


      ***** *****

      Business Response

      Date: 03/31/2025

      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 (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, your Master Promissory Note (MPN) does not say “Nelnet” and you never entered into an agreement with Nelnet. You also state we are reporting six student loans with different loan dates after 2010, but we only provided you with one document dated in 2010. You state we reported you as 90 or 120 days late on a payment that is $0.00 per month, but never reported you 30 or 60 days late. You also state we’re reporting inaccurate information about you including false addresses. You’re asking us to remove your loans from your credit report.
      ** ********* ** **** ******* ******** **** *** ****** ***** ***** *** ***** ***** ******** * **** ** **** ****** *** **** *******
      ** **** *** **** *** ****** ** ********* ** ***** **** * ** ** ** ***** *** **** ** ******** **** *** *** ******* **** **** *** **** ***** **** *** **** * ****** ** ** ***** ** *** *** **** *********** ****** ** **** ****** ** *** ** *** **** ** ******* **** **** *** **** ***** **** **** *** **** ****** **** ****** ** *** ****** **** ********* ****** ** ********
      ****** ********* ****** *********** ******* ** *** **** ******** ********* ********* ******* ********* ********* *********** *** ********* ***** ** ******* ******* ** **** **** **** ** ******* **** ********** *** ******* ** ** ** ***** **** ** ******* ******* ** **** **** **** ** *** ******* **** ******* ***** **** **** ******* **** *** **** ********* ** *** ***** *** *********** *** ****** ** **** ****** ******* *** ** **** ** ***** ****** *** **** *********** ** ****** ********** ****** ***** *****************************************************
      *** *** ***** ** **** *** **** ** ******** ** *** ***** *** ***** ********* *** *** *********** *** ******** **** ******** ** *** ******** ***** ** ***** ****** ******* ** *** ******* *** ************** ** **** ** ****
    • Initial Complaint

      Date:03/03/2025

      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.
      Identity theft reported and they have not removed this account from my report and it is 10+ years old

      Business Response

      Date: 03/17/2025

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

    • Initial Complaint

      Date:03/02/2025

      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.
      Unauthorized Credit Reporting – Violation of 15 U.S.C. § 1681b (FCRA) & Aggravated Identity Theft – Violation of 18 U.S.C. § 1028A

      Nelnet does not have a permissible purpose to report any information on my consumer report. The Department of Education does not have the legal authority to transfer permissible cause to Nelnet, meaning any credit reporting by Nelnet is unauthorized, improper, and in violation of 15 U.S.C. § 1681b of the Fair Credit Reporting Act (FCRA).

      Since Nelnet illegally accessed and reported information on my consumer report without permissible purpose, this constitutes Aggravated Identity Theft under 18 U.S.C. § 1028A. This federal law criminalizes the unauthorized use of someone’s identity in connection with unlawful activities, which includes furnishing information to consumer reporting agencies without legal justification. Their actions have caused harm by unlawfully using my personal identifying information to falsely place an alleged debt on my credit file without my consent.

      I've Formally Demanded Nelnet to Cease All Communication & Credit Reporting.
      Pursuant to 15 U.S.C. § 1692c(c), I am formally revoking consent for all communication and demanding immediate removal of any and all credit reporting activities related to any alleged debt. Effective immediately, they are to cease and desist from:
      Unauthorized Credit Reporting – Violation of 15 U.S.C. § 1681b (FCRA) & Aggravated Identity Theft – Violation of 18 U.S.C. § 1028A. I have never signed or verbalized a contract with Nelnet.

      Business Response

      Date: 03/13/2025

      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 (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.
      Your concern, as we understand it, is you believe that we are violating your consumer right to privacy pursuant to 15 U.S. Code § 1681b. You are requesting to have these accounts deleted immediately and we cease contacting you.
      We are unable to honor your request to cease contacting you, because doing so would conflict with federal regulatory requirements. These requirements include contacting a borrower to discuss delinquency and repayment options.
      In accordance with our agreements 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. 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, 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.
      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 visit **********************

      Business Response

      Date: 03/26/2025

      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 believe we have not furnished the contract showing
      that you have a legal obligation to pay us for the debt. You also believe we are accessing your
      financial information without your written or verbal consent and are furnishing this information to the
      consumer reporting agencies (CRAs) without your permission. You’re asking us to cease and desist.
      On March 13, 2025, we addressed your similar concerns with the enclosed letter explaining Nelnet’s
      role as the loan servicer on behalf of your lender, ED. We also provided a fact sheet which explains
      ED’s policy regarding your personal information. You are unable to opt out of information sharing.
      We are unable to remove your loan data from the CRAs and cease collection activity.
      Additionally, we have enclosed a copy of your Master Promissory Note. This promissory note is your
      loan agreement. Please note that as a precautionary measure, we redacted your personal sensitive
      information (Social Security number, Driver’s License number, and date of birth) from your
      promissory note. Please reference page 1 of 8, in which you agreed to the loan terms and conditions
      and authorized by signing on July 8, 2013. See Borrower Request, Certifications, Authorizations and
      Understandings - 13, point D, which states, “I authorize ED to investigate my credit record and report
      information about my loan status to persons and organizations permitted by law to receive that
      information.”
      Your account is currently 62 days past due in the amount of $1,765.41. Please contact

      Customer Answer

      Date: 03/27/2025



      Complaint: 23009843



      I am rejecting this response because:  The attached documentation provides clear evidence that the student loans associated with my name were transferred/sold to a third-party trust (Nelnet Student Loan Trust) through a "true sale" transaction. This transfer included a complete transfer of legal title, ownership rights, and servicing obligations. Nelnet is no longer the legal owner of these loans. Nelnet's prospectus shows securitization, insurance, and monetization. Nelnet and TransUnion are monetizing me unlawfully. Improper Collection and Reporting: Since Nelnet no longer owns the loans, they lack the legal standing to report or collect on the alleged debt. Continued reporting of this account as an obligation I owe directly to Nelnet is misleading, harmful, and inconsistent with the Fair Credit Reporting Act (FCRA). Missing Valid Promissory Note: In prior correspondence, Nelnet failed to provide a properly executed promissory note bearing my original signature to verify the debt.



      Sincerely,



      ***** **********
    • Initial Complaint

      Date:02/28/2025

      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.
      My student loans apparently kicked back in and Nelnet never communicated to me via mail or called me to let me know my loans kicked back in. In finding out my loans were restarted was I had 12 delinquency hit my credit report that took my score from 820 to a 574. When I went to call nelnet the first two times they let me know they emailed me and called my primary number that was on file from 15 years ago. They did call the secondary number on file which is now my primary number nor did they send me anything in the mail. Prior to nelnet having my student loans it was managed by ***** ***** and I never missed a payment because I had the setting in sending me my information through the mail at my home address. In coming to find out in my conversation with nelnet, What ever happen in 2022 when ***** ***** transferred my loans to nelnet they defaulted my communication to via email which was not my default line of communication. In speaking with nelnet my first two conversation with account managers confirmed that they infact did not send me anything in the mail nor called any of the secondary numbers on file. When I called the third time and spoke to the director of communications, she said she did in fact call a secondary number and sent something in the mail and I asked for confirmation on that which she refused to send me. The issue is and told them is I will pay off my loan in total, but would want a email or something I can give to the credit bureau to fix this misunderstanding. Again I was adamant I will pay the loans off in full but they refused to do anything to help me fix these delinquency they reported me on.

      Business Response

      Date: 03/06/2025

      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 (BBB)
      regarding your federal student loan account with Nelnet. On behalf of your lender, 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 assert that your loans kicked back into repayment, and
      you did not receive communications from Nelnet. Your credit dropped from 820 to 574 due to 12
      delinquent reporting’s and when you called you found out your phone number and email were from
      15 years ago. Prior to 2022, your loans were managed by ***** ***** *********** **** ********* **** ******** and during that time you never missed a payment. You also state that in a recent
      conversation with a Nelnet Specialist you told them you would pay your account total, but you are
      asking that we fix your credit reporting.
      ED authorized the transfer of your federal student loans from ******* ********* to Nelnet, in March
      2022.
      At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19
      national emergency from March 13, 2020, through August 31, 2023. When your loans returned to
      repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers
      successfully return to repayment in October 2023, ED created a temporary on-ramp period through
      September 30, 2024. This 12-month on-ramp period protected borrowers from the worst
      consequences of missed, late, or partial payments, including no negative credit reporting for
      delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to
      bring the account up to date. On-ramp protections ended on September 30, 2024.
      Our records show you received the automatic on-ramp forbearance on January 31, 2024, May 31,
      2024, and September 30, 2024. We have enclosed a copy of your deferment/forbearance history for  

      Customer Answer

      Date: 03/06/2025



      Complaint: ********



      I am rejecting this response because When your statement is not correct when you state "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 both email
      and postal mail to help bring your account up to date." This statement is in accurate as nothing was sent in the mail to me and this was confirmed when i called and the two account managers whom i spoke to confirmed that you did not send anything in the postal mail as all your communication was sent Via email as that was what defaulted to when the federal government transferred the loan over from ***** ***** to Nelnet that has caused this issue. Also no one called ************ that was on file and was also confirmed was not called by your account managers. 

      My information was correct in the system as except for an email that Nelnet used as the sole line of communication and only called just one phone number that was on file and not the alternative number of ************* My mailing address was also correct at **** ** ******* ** which you did not send anything postal mail which was confirmed by your account managers. 

      As you have saw i made my payment for the late payment and have put and auto pay to make sure the loan is paid on time which paying the load is not the issue, however i am asking for an email from Nelnet to help adjust my credit score which was impacted due to miscommunication. 

      I would ask that you can make an exception for me as i just welcomed my first son to this world and in the process of getting an SUV and looking to get a bigger house for my family. I am very appreciative of the federal government as they helped me get a degree which has helped me in my career and want to pay my loan off as i am financially able to which took me most of my life to get to as you well see i also have had pell grants which also helped coming from a low income house hold.




      Sincerely,



      **** ********

      Business Response

      Date: 03/13/2025

      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.
      As we understand it, you are rejecting our previous response to your request to remove
      delinquencies from your credit files. You assert that you did not receive any postal mail notices as
      stated in the response submitted March 6, 2025. You are asking us to make an exception due to
      your circumstances and remove the delinquencies from your credit files.
      Based on your concern and our review of your account, we verified we responded to your similar
      concerns March 4, 2025, and March 6, 2025. As previously stated, when your account became past
      due, we tried to reach you in other ways such as calling and sending emails to help bring your
      account up to date. We regret the confusion if you were supplied information contrary to that. We
      have enclosed our previous responses for your review.
      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 9 p.m. (Eastern)
      Monday, 8 a.m. to 8 p.m. Tuesday and Wednesday, and 8 a.m. to 6 p.m. Thursday and Friday. You
      can also email ********************************************* or visit *********************. 
    • Initial Complaint

      Date:02/27/2025

      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 writing to formally dispute an inaccurate late payment entry on my credit report regarding my student loan serviced by Nelnet. My account was in forbearance until this year, and I was expecting proper notification regarding the start of payments. However, instead of receiving the necessary communication, I was blindsided by an erroneous report stating that I am 90 days past due.
      This incorrect reporting has caused significant damage to my credit score, dropping it by 137 points overnight. This drastic reduction has also impacted my mother's, ***** *******, credit score, as she is associated with my loan. I have worked diligently over the past several years to repair my credit, bringing my score above 650 in preparation for purchasing my first home. This wrongful report is now jeopardizing my ability to secure housing and is causing extreme emotional distress.
      Under the Fair Credit Reporting Act (FCRA), I request that this matter be thoroughly investigated and that the inaccurate delinquency be removed from my credit report as soon as possible. Please provide me with a written response regarding your findings and the resolution of this dispute.

      Business Response

      Date: 03/05/2025

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

      Customer Answer

      Date: 03/05/2025



      Complaint: 2*******



      I am rejecting this response because: You state you mailed , called and emailed those notifications. If you noticed when i called February 26th , i updated all my new contact information. You had an address and number from 10 years ago , you should have received return to sender mail or should have certified the notice to verify it was received. It was never received and i need my credit report repaired . That big of a drop is effecting my ability to find a home. 



      Sincerely,



      ****** *******

      Business Response

      Date: 03/11/2025

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

      Date:02/27/2025

      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.
      In 2016 Direct Loans (now sold to NelNet) assumed my college loan. I paid this bill (6%) faithfully until 2021 when COVID occurred, and I was told the loan payments were being deferred. I never received written notice that this payment was reinstated. I discovered that it in fact was sent to collection agency because my credit score dipped drastically LAST WEEK> I reached out to the NelNet People and their excuse was that the notices went out via email in the fall of 2023. Since the time of COVID, I updated my email. Still having the same home address. NelNet is saying I signed up for online correspondence ONLY--- what I signed up for was automatic payments, I had received notices from Direct Loan/Nelnet via USPS MAIL in the past.
      *I have made several calls and have spent hours talking with various employees of NelNet. I called today to try and pay my principal balance of this loan and was told they were unable to do that. I told them I will be contacting the Federal Student Loan Dept of US Government to try and resolve the issue of the interest that I was charged without being aware of. I also want my credit score reinstated to where it was before they messed it up.

      Customer Answer

      Date: 02/28/2025

      I have also reached out to Federal Student Aid to try and get their assistance

      As I said, my student loan that began in 2016 was through Direct Loans and now NelNet--- Nelnet is claiming they have no responsibility to send me notice that the loan repayment was put into effect of Fall 2023.  They say I signed something stating I would accept only electronic mail, which I do not remember ever signing.  I would ask for a copy of such a document with my signature on it.  Is there any stipulation that before someone's account is turned over to collections or to show discredit on credit bureau that certified USPS Mail must be sent?

      Business Response

      Date: 03/06/2025

      Pertaining to T***** *******'s federal student loan account, we reviewed their concerns and provide the attached responseYour concern, as we understand it, is you stated you were told that the loans were deferred, and you
      did not receive notice when the payments were reinstated. You reached out to us and were advised
      that correspondence was sent. You are asking us to resolve the issue of interest that was charged,
      and that we fix your credit score.
    • Initial Complaint

      Date:02/26/2025

      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.
      On February 28, 2023, I was declared 100% disabled by the VA. I made several student loan payments after that date. On July 9, 2023, I received a letter from Nelnet stating that I had been declared TPD (Total and Permanent Disability). The letter stated that my student loans were being forgiven and "all payments" made after the date I was declared 100% disabled would be refunded. I had two student loans, but I had recently paid one of them off. I noticed that the loan I had paid off was not listed on the letter, so I called immediately for clarification. The representative confirmed that they did have a record of the loan that had been paid off and that there was "nothing more I needed to do" on my end. He assured me that I would be receiving the money back for the loan that was listed on the document as well as the one that wasn't. Just to make sure, though, I sent two emails (on the 10th and on the 18th of August, 2023) trying to get further confirmation that there was nothing more that I needed to do. All I received in return were automated emails confirming the receipt of my inquiries and stating that I would be notified if they needed anything else from me. I did receive a refund for the money I had paid on the loan that had been listed on the original letter, but I did NOT receive any reimbursement for the loan that I had fully paid off. I began calling every few months. Each time, the representatives confirmed that I would be fully refunded tole me to be patient. In Oct '24, I was denied reimbursement. Nelnet claimed that, since the account had been closed, there was "no way to reopen it" in order to issue me a refund. I told that I was supposed to have filed some kind of a request by August 28, 2023. I provided proof of the emails that I had sent (both prior to the August 28, 2023 cutoff), but I was denied again.

      Business Response

      Date: 03/06/2025

      Pertaining to Anika Quinn 's 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 (BBB) regarding your federal student loan account with Nelnet, Total and Permanent Disability (TPD) Servicer. We take your concerns seriously and appreciate the opportunity to respond.
    • Initial Complaint

      Date:02/21/2025

      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.
      Nelnet - Educational Loan Network is claiming that I am delinquent on 4 student loan payments. This information is inaccurate. My credit report displays that I have a "100% Payment History" labeled as "Excellent", however Nelnet - Educational Loan Network alleges 4 overdue payments.

      I spoke with a representative of Nelnet - Educational Loan Network via phone on 2/21/25 and she was unable to provide me with a list of my all time payment history and stated that she could only go back 1 year. I have documents dating back to 2012 where it very clearly states a $0.00 late charge attached to my monthly bills.

      My concern is that my credit score dropped 139 points, prompting 4 new delinquent alerts, however the same credit report shows that I have made 225 out of 225 overall monthly payments on time with again, a "100% Payment History" labeled as "Excellent". How can I possibly have a "100% on time payment history" for all of my bills on my credit report, yet at the same time be allegedly delinquent on 4 of them?

      I noticed these delinquent alerts on Monday 2/17/25 and attempted to contact Nelnet - Educational Loan Network, but they were closed due to President's Day. I then made the decision to make an online payment of $491.42 after not being able to dispute this with a representative that day, because I did not want any further potentially alleged "delinquent" charges. My account is up to date on payments.

      The Nelnet - Educational Loan Network representative could not provide me with a solution to this issue, and stated that she could only see that there were 4 overdue payments on her end. She could not tell me exactly what caused this billing discrepancy. I never once spoke with Nelnet - Educational Loan Network about an alleged payment issue(s) that has led to this concern.

      These 4 delinquent charges must be removed from my credit report. They do not accurately represent my current credit report status, which states an overall on time payment history of 100%.

      Customer Answer

      Date: 02/24/2025

      Nelnet is claiming that I am delinquent on 4 student loan payments. This information is inaccurate, with my provided credit report displaying that I have a "100% Payment History" labeled as "Excellent", however Nelnet alleges 4 overdue payments. On January 13, 2023 I received a document from Nelnet informing me that the Biden Administration has paused my student loan payments. The letter states that Nelnet “will notify you in advance of when these relief measures will end”. I never received a followup document from Nelnet informing me that the payment pause has ended and payments will resume. There is no such document available in my Nelnet account. The attached Nelnet document also states to “Keep this notification for your records. We’ll continue to communicate with you to help prepare you for when the 0% interest rate and payment pause will end." There was never any “continued communication”, and no documentation available that informed me that the payment pause had ended. I spoke with a representative of Nelnet via phone on 2/21/25 and she was unable to provide me with a list of my all time payment history and stated that records only go back 1 year. I have documents dating back to 2012 where it very clearly states a $0.00 late charge attached to the monthly bills. My concern is that my credit score dropped 139 points, alleging 4 new delinquent alerts, however the same credit report shows that I have made 225 out of 225 overall monthly payments on time with again, a "100% Payment History" labeled as "Excellent". How can I possibly have a "100% on time payment history" for all of my bills on my credit report, yet at the same time be allegedly delinquent on 4 of them? I noticed these delinquent alerts on Monday 2/17/25 and attempted to contact Nelnet but they were closed due to President's Day. I then made the decision to make an online payment of $491.42 after not being able to dispute this with a representative that day because I did not want any further potentially alleged "delinquent" charges. My account is up to date on payments. These 4 delinquent charges need to be removed from my credit report. They do not accurately represent my current credit report status, which states an overall on time payment history of 100%, and there is no documented proof stating that I was informed that my student loan payment pause has ended.

      Business Response

      Date: 02/28/2025

      Pertaining to J**** *****'s federal student loan account, we reviewed their concerns and provide the
      attached response.Your concern, as we understand it, is we are claiming you are delinquent on four student loan
      payments. You believe this information is inaccurate. You state that your credit score dropped,
      prompting four new delinquent alerts. However, the same credit report shows a 100% payment
      history. You’re asking us to make a correction to your credit report.

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