Introduction
Nelnet is among the largest of the federal student loan servicers in the United States and oversees accounts for millions of borrowers. If you’re a student, graduate, or a parent borrower with loans that are serviced by nelnet hours, it’s important to understand when you can get in touch with their customer service. Knowing when you can reach Nelnet and how to get in touch with support means you can get your issues resolved more quickly – whether you need to make payments on your loans, request a deferment, or explore options for loan forgiveness. In this guide, you will learn about Nelnet customer service hours, ways to get in touch, and how you can get customer support quickly.
What Is Nelnet?
Nelnet (the National Education Loan Network) is a U.S. Department of Education selected servicer to receive and manage the payments of federal student loans. It takes care of the billing, payments, repayment plans and customer service for federal student loans. Nelnet serves as the borrower’s point-of-contact through company’s online portal or customer service team.
Nelnet Customer Service Summary
Parent Keyword: Nelnet customer service
Nelnet provides several kinds of support, such as phone, online chat, email and mail. Their customer service people help out with all sorts of stuff:
- Updating account information
- If you want to have your income taken into account for calculating your payments. If you can’t afford your current payment amount, you may be eligible for an income-driven repayment (IDR) plan.
- How to set up auto-debit payments
- Resolving billing issues
- Verifying loan amounts and interest costs
- Guiding you through the consolidation of your loans or loan forgiveness
But before you do so, figuring out when they work can save you a little time and a lot of frustration.
Nelnet Loan Servicing Best Hours to Call
Wait times can also fluctuate, even during business hours. Here are a few tips to help you get in touch with a representative more quickly:
- How to avoid lines: The busiest times are Mondays and the first week of the month.
- Call early: If you call right when they open (8:00 AM CST) you may have shorter wait times.
- Midweek advantage: Tuesdays to Thursdays have the lowest volume of calls.
Nelnet Contact Information
Here’s how you can get in touch with Nelnet customer service:
Phone Support
- You may call the helpline of the school under the following toll-free number: 1-888-486-4722
- Hours: Monday – Friday, 8:00 AM – 10:00 PM CST.
Here the is the truest way to talk with a representative. To expedite service, please have available your loan account number and personal identification.
Online Account Access
- Website: www.nelnet.com
- The Nelnet portal is open 24 hours a day, 7 days a week and borrowers are able to:
- Make payments
- Download statements
- Update personal details
- Apply for repayment plans
- Send secure messages
Email and Secure Messaging
- You can also contact them through your Nelnet account dashboard, and they typically respond within 1-2 business days.
Mailing Address
For general correspondence:
Nelnet
P.O. Box 82561
Lincoln, NE 68501-2561
For payments:
Nelnet
P.O. Box 2836
Omaha, NE 68103-2836
Holidays Observed by Nelnet
Nelnet generally observes federal holidays. Anticipate that customer service is closed on these days:
- New Year’s Day
- Martin Luther King Jr. Day
- Presidents’ Day
- Memorial Day
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Christmas Day
Call volume prior and after holiday may be higher during holiday weeks. Time your contact accordingly.
What to Anticipate When You Call Nelnet
Before you call, bring the following:
- Your name and Social Security Number or Nelnet accountnumber
- Current bill or something in the mail ABOUT THE UPCOMING BILL
- What you’re calling about
Nelnet has a pretty easy-to-use automated system that directs you to the appropriate department, and live representatives are generally helpful for most loan questions.
Common reasons that people try to contact Nelnet
These have to be the number one issues that cause borrowers to reach out for Nelnet customer service:
- Loan Payments FAQs: Questions regarding payments; missing payments; and auto-debits.
- Repayment Plan Options: help changing to an income based repayment plan.
- Loan Consolidation Advice: Knowing when to consolidate multiple loans into one.
- Deferment or Forbearance Assistance: A temporary delay in payment, available to borrowers’ whose circumstances are causing financial hardship.
- Loan Forgiveness Applications: PSLF and Teacher Loan Forgiveness program assistance.
- Fees & Charges Discrepancies: Reasons for charges/ incorrect interest being charged.
Using Nelnet’s Mobile App
Nelnet also provides a mobile app to make it even easier. Features include:
- Verification of balances and due dates
- Paying once or on a recurring basis
- Accessing account documents
- Messaging customer support
The app for iOS and Android is also available 24/7, not just during the hours in which Nelnet’s customer service center is open.
When to Escalate a Concern
If you are not happy with a response from a customer service representative, you may:
- Ask to talk to a supervisor
- File a formal complaint through your Nelnet account
- Settle disputes with the Federal Student Aid Ombudsman Group
- Contact Federal Student Aid Ombudsman Group:
- Phone: 1-877-557-2575
Website: https://studentaid.gov Dragging their feet Your servicer was recently sued for delaying requests for credit forgiveness.
Last Tips for Dealing with Nelnet Support
Be prepared and wait: Preparing your documents ahead of time (“Time is of the essence,” said Johana Guerra, from the nonprofit group Make the Road New York, which works with immigrants, assisting on some 11,000 applications annually) will expedite the call.
- Make note: Write down the name of the agent, the date/time and what you talk about.
- Tap in to secure messaging: When you have a question that’s not urgent, secure messaging via your online account may be less of a hassle than calling.
Conclusion
Knowing the Nelnet hours of operation and the best ways to reach the Nelnet customer service department can take some of the stress out of dealing with your student loans. If you want to talk about your repayment plan, find out about your auto-pay options, or inquire about your outstanding balance, reaching out to Nelnet during their weekday business hours means you can get the help you’re looking for. The Nilnet website and the Nilnet mobile app are also valuable resources for 24/7 self-service. Plan ahead each time, stay away from peak times, and choose the best option for your needs when contacting them, so every interaction is a productive one.
