Student loan -- Dealing with your lender or servicer -- Complaint #7337154
Complaint Overview
Complaint ID: 7337154
Company: Nelnet, INC.
Product: Student loan
Sub-Product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-Issue: Problem with customer service
State: Connecticut
ZIP Code: XXXXX
Date Received: 2023-08-01T12:00:00-05:00
Date Sent to Company: 2023-08-01T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My loan servicer, NELNET, is completely inaccessible right now. Today, XX/XX/23, I attempted to log in via the Nelnet App on my phone, and the app does not work. A screen pops up for me to log in, but then when I entered my credentials, nothing happened, and I am still on the log in page. I also tried to log in via the nelnet website, and am experiencing the same issue. The company is not reachable by phone -- - when i called their XXXX number, there was a message stating that the wait time was well over 30 minutes, and no option to have them call me back. I need to make payment on my student loans, but have no means to access my nelnet account to make this payment, and I am not sure what to do. This is not the first issue that i am having with Nelnet 's online payment processing system either. My other issue is that when a borrower makes a payment that is greater than the minimum payment due, there is supposed to be an option to " not advance the due date '', and while there is a box on the screen showing that option, you can't actually click on it. When i first discovered this issue last year, i called Nelnet ( sorry, i didn't write down that date ) and told them that i did not want my overpayment to advance my due date, but that the button to indicate this on the payment page was not functional. They supposedly manually input that request into my account, but then continued to advance my due date anyway. At this point, my biggest concern is the fact that the company is not reachable to me, their website and app are NOT working, and thus, I have no idea how i am supposed to make my next loan payment.
Frequently Asked Questions
What is Complaint #7337154 about?
Complaint #7337154 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2023-08-01T12:00:00-05:00.
How did Nelnet, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Nelnet, INC.?
Yes, visit the Nelnet, INC. company profile at readthecomplaint.com/company/nelnet-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.