Nelnet systematically uses red tape, barriers and obstacles to keep their "customers" in the dark. The rep I just spoke to admitted that the website is difficult to use. I have tried, unsuccessfully, to log in on several occasions. They offer the website as a solution to a myriad of capabilities, but good luck accessing it. When I asked for information on what authorities regulate Nelnet, the rep put me on hold for more than ten minutes before returning with the general toll-free line for the Department of Education and an email address within Nelnet. They refuse to accept phone calls regarding customer complaints. THIS IS THEIR USER-FRIENDLY SOLUTION!!! I doubt the address is correct since their brilliant solution is to dictate a 40-character email address by phone.
They originally sent me 9 different statements on a monthly basis (at different times throughout the month). Their statements are impossible to interpret. When I requested a single combined statement, they refused. They have cordially agreed to send me only two mailings per month now (at different times of the month, of course). They are still undecipherable.
Most recently I agreed to terms that would lower my payment to a more reasonable amount. However, the following month they had no record of such an agreement. Now they are demanding $1044 (which is apparently 13 days overdue) or else they "may" report the late payment to the credit bureaus.
Whatever you do, do not leave D of E direct servicing. Nelnet is a nightmare!
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