Nelnet customer service: what it can do and how to contact it

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Nelnet is one of nine companies that administer federal student loans by collecting and tracking payments. This too provides private student loans and refinancing. If Nelnet is your student loan manager, here’s what they can help you do.

  • Register to access your account online. Once you have access to it, you can contact Nelnet, access your monthly billing statements and pay your bills.

  • Sign up for automatic payment. Nelnet can automatically deduct your payments from your bank account. Signing up for automatic payment will reduce your interest rate by 0.25%.

  • Sign up for an income-based refund. You can ask income-based reimbursement, which limits your student loan payments to a percentage of your income, by filling out a paper form with Nelnet. (You can apply online at then recertify your income annually online as well.)

  • Process requests for adjournment and abstention. Nelnet can help you temporarily stop making payments or reduce your payment amount if you qualify. This helps you stay in good standing to avoid defaults. But during all periods of adjournment or abstention, interest can continue to grow.

  • Process monthly payments and additional payments. Nelnet will track and collect your payments. If you would like to make additional payments, you can ask Nelnet (online, by phone or by mail) to apply additional payments to your current balance. Otherwise, he can apply the additional amount to the next month’s payment instead.

Your loan manager is assigned by the US Department of Education when your loan is first disbursed at your college. The name of the company that sends you a federal loan bill each month is your service agent. If your loan repayments haven’t started or you’re not sure which company your manager is, log on to My federal student aid discover. You can also get in touch with one of the loan services contact centers by calling 1-800-4-FED-AID.

Service agents are there to help, but they can offer choices that are best for the business, not the borrower. This means that they cannot change the way payments are processed and may not suggest the most beneficial refund option for you. This is the most important to know your repayment options so you know the right questions to ask.

Am I stuck at Nelnet until my loans are paid off?

Loans are sometimes transferred from one provider to another by the Ministry of Education.

The Department of Education plans to change the landscape of student loan management by signing new management contracts with five companies to eventually take over loan management. This means that your loan manager is likely to change. Nelnet is expected to continue managing loans until December 2021.

You will be notified when this happens and you will manage the payments with the new server. All repairers offer the same options and programs, but customer service may differ from each other.

Otherwise, you are likely to stay with Nelnet unless you take action to change service. Use this tool to find out what might work for you.

How to reach Nelnet customer service

Nelnet contact number: 888-486-4722

Opening hours of Nelnet: Monday to Friday, 8 a.m. to 10 p.m. ET.

Nelnet address for loan repayments: You have the choice between several addresses. Choose the one that best suits your situation:

Send payments for accounts beginning with “E” to:

US Department of Education PO Box 2837 Portland, OR 97208-2837

Send payments for accounts beginning with “D” to:

Nelnet PO Box 2970 Omaha, NE 68103-2970

Send payments for accounts beginning with “J” to:

Nelnet PO Box 2877 Omaha, NE 68103-2877

Nelnet address for documents and other requests:

Documents relating to postponement, abstention, reimbursement plans or changes in registration status

Nelnet to the attention of: Processing of registrations PO Box 82565 Lincoln, NE 68501-2565

Documents relating to loan release or forgiveness requests

Nelnet Attn: Complaints PO Box: 82505 Lincoln, NE 68501-2505

Documents relating to bankruptcy applications

Nelnet Attn: Complaints PO Box: 82505 Lincoln, NE 68501-2505

How to complain about Nelnet

If you are having a problem with Nelnet that you have not been able to resolve, first file a complaint directly with its ombudsperson. It is the highest customer service desk of the service agent.

Nelnet Guarantor Solutions PO Box 82561 Lincoln, NE 68501-2561

If your problem is not resolved, you can also file a complaint about Nelnet with:

Make sure you keep records of the conversations you have, including the day, time, and the customer service representative you spoke with. Keep copies of all letters, invoices or emails regarding your account.

How to settle a dispute with Nelnet

If a complaint does not help you, you can contact the Federal Student Aid Ombudsman Group. This method should only be used as a last resort, says the federal student aid office. Complete all the information on the Ombudsman Information Checklist before contacting. When you’re ready to contact us, here’s how to contact us:

By email: US Department of Education

The Nine Federal Student Loans Services

Learn more about each of the federal loan officers, including what they can do and how to contact them.

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About Lois Mendez

Lois Mendez

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