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Your feedback is very important to us. If you previously shared a concern or problem with Nelnet, and you are not satisfied with the service you received, please share your concern with us by using the form below. Select "Complaint" from the topic menu. We value your opinion and are always seeking ways to improve our service to you.

Payments Postponed Due to Coronavirus (COVID-19)

If your Nelnet account number begins with an E, it is no longer necessary to email us to request a suspension in payments. Under the CARES Act, the U.S. Department of Education (ED) has directed student loan servicers to suspend all payments on federally held student loans until 9/30/20.

To see if your loans are eligible, find your account number by either looking at your billing statement or by logging in to your Nelnet.com account and going to Loan Details.

  • Accounts that start with an E are owned by ED and are eligible for a suspension of payments
  • Accounts that start with a D or a J are owned by a bank, credit union, or other lender and are not eligible

For accounts that start with an E, payments will be suspended until 9/30/20. There’s no need for you to contact us. Nelnet will notify you of your suspended student loan payments within a few weeks. Log in to your online account at any time to see your loan status.

If you have an account that begins with a D or a J, you may want to review other options such as an Economic Hardship or an Unemployment Deferment as you may qualify for an interest subsidy with a deferment but not a forbearance. Log in to your Nelnet.com account and select Payments, then Repayment Options to start. Or, you can request a 90-day coronavirus forbearance in the form below to temporarily suspend your payments.


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We have adopted reasonable security procedures to help protect against loss, misuse, and unauthorized access to the information you provide to us. When you enter sensitive information (such as a Social Security number), we encrypt the transmission of that information using secure socket layer technology (SSL).

Please note that no data transmission or storage can be guaranteed to be 100% secure. As a result, while we strive to protect your information and privacy, we cannot guarantee or warrant the security of any information you disclose or transmit to Nelnet and cannot be responsible for the theft, destruction, or inadvertent disclosure of your information.

If you have any questions about the security of this form, or our website, please email us at: Help@Nelnet.net.

Nelnet, Inc. reserves the right to amend this policy at any without notice. Changes will be posted on our website and become effective immediately.

Privacy Law requires written authorization from borrowers to discuss an account status with anyone other than the borrower, co-maker, endorser, or those specifically authorized by the terms of the promissory note. This written release must include the borrower's signature, Nelnet account number (or Social Security number if necessary), and name of the authorized person or agency. The document can be returned to:

Nelnet
P.O. Box 82561
Lincoln, NE 68501-2561

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888.486.4722