I currently utilize two Student Loan Servicing Companies and Nelnet is by far the worst and simply does not care about those for which they hold and/or service their loans.
I was reported as being 90 days late on 16 separate accounts (all with Nelnet). Not just one (although it is only 1 account, but Nelnet has it broken down in 16 separate groups).
I was never notified by Nelnet of approaching the late period as I was under the impression that the money was being deducted from my bank account as it was in the past. I am not sure what changed but nevertheless I never received a phone call, email, or general mail correspondence regarding the late date approaching. I was made aware of the late report when I had applied for a mortgage and was told that my payment history on my credit report dropped from 100% to 97% because of Nelnet's deceitful practice of reporting without notice. This led to a drop in over 100 points on my credit score.
I then called Nelnet after searching my email for some time of correspondence from them alerting me to the fact that I was approaching the late date. I found nothing. Not even in my SPAM folder.
I explained this to the woman on the phone and she stated that as per the Department of Education Guidelines, Nelnet is not allowed to send correspondence via regular postal mail when a client is signed up for electronic notifications. She then proceeded to tell me that they do not send emails but instead choose to utilize the "secure messaging" system in their portal.
During this call the woman then stated that if I were in school during this late period that they would have the late credit report removed. Thank God I was, however I explained that the Institution I was enrolled in was not a Regionally Accredited Institution and she had stated that it wouldn't matter. She went on to explain that I needed to fill out a document outlining the institution attended and then have the school fill out the information as well. I then had to send it into Nelnet and the reporting would be removed.
A few days after following their directions, I magically received an email from Nelnet asking me to check their portal for an update to my records. The message stated that they would not remove the late credit report because I was not enrolled in a qualifying institution.
I immediately called them and the representative on the other line stated that she didn't know why the original woman made me go through the process when the school didn't qualify and that the credit remark would not be removed.
After arguing back and forth about their practices, the woman stated, "We granted you a forbearance and reset your balance to zero". This didn't help me as it made zero change on my credit report and I did not request a forbearance. None of this was making sense.
A few days later, I had received an email from Nelnet again stating that they had attempted to call me but I didn't answer the phone. Because I didn't receive a call, I had called them at the number listed in the email and the woman on the phone stated that the email was sent "in error". I didn't receive an email from Nelnet during the entire time they claim I was late but now I was beginning to get them daily!
A few days later the same thing occurred. Another email stating that they called and I missed them.
I started a chat via their online portal and the woman stated that there was no call made and that this must have been "in error". She then stated that she did see that the dispute I filed with them regarding the request of the late credit removal was denied.
I lost it. I informed them how unhappy I was and how they never contacted me regarding the late period, had me unnecessarily file documents with them when they had no intention of removing the late reports, and granted me a forbearance without request...but now they were contacting me at an alarming rate "in error".
The woman on the other end of the chat stated, "We did try and contact you and the late credit reporting will not be removed."
I asked her for specific dates and times and after approximately 5-7 minutes she returned with a few dates and then stated a text message was sent as well. I immediately scoured my phone records on the dates and times and informed her there were no record from AT&T of these calls and/or texts.
She stated that the times could be off by a bit. Still, I didn't receive any call or text from Nelnet according to my phone records so I had inquired as to how they could rely on their system since it seems to be "in error" as of late.
She replied, "Your credit reporting will not be removed."
That was it. It didn't matter that I could prove they never contacted me via a slew of third party company records. It only mattered what their database said.
They have not attempted to work with me despite my offers of consolidating the loan to take it off their hands, pay them up to being current immediately, or simply agreeing to compromise on a number of terms deemed acceptable. I only wanted the sixteen 90-day late reports removed.
Nelnet will not work with you. They will lie to you. They simply do not care about you and should not be in business. In fact, they should be investigated by the Department of Education for their predatory and unethical practices.
Still...they have made it clear...they have the power.
So if you are using them, RUN. This is a very bad company.
So much so, that Nelnet had even gone out and purchased the domain www.nelnetsucks.com before it could be picked up by someone else, like myself, that would upload all of the documents and tell their story.
Do yourselves a favor...steer clear of this agency.