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FAQ: Some ED-contracted servicers have separate areas within their respective organizations responsible for servicing ED-owned loans exclusively. Students with both ED-owned loans and commercially-owned FFELP loans may have two contact numbers to call for information on their loans. How does Nelnet handle this issue?

August 25, 2010

Question: Some ED-contracted servicers have separate areas within their respective organizations responsible for servicing ED-owned loans exclusively.  Students with both ED-owned loans and commercially-owned FFELP loans may have two contact numbers to call for information on their loans. How does Nelnet handle this issue?

Answer: Nelnet’s school and borrower customer service contact numbers and web account access is the same for both federally-owned loans (PUT and Direct loans) and commercially-owned loans (non-PUT FFELP loans). Our advisors are able to assist customers with their questions and needs for all Nelnet-serviced loan programs. In addition, non-payment borrower correspondence will be directed to a single address. Nelnet’s contact information is:

 BORROWER CUSTOMER SERVICE

Nelnet Service & Repayment Center

 1.888.486.4722

Monday – Friday, 7:00 a.m. to 7:00 p.m. (Central)

www.nelnet.com

SCHOOL CUSTOMER SERVICE

Nelnet School Service Center

1.866.463.5638 (1.866.4NELNET)

Monday – Friday, 7:00 a.m. to 6:00 p.m. (Central)

Email: ssc@nelnet.net

www.nelnetloanservicing.com

Please note: Borrowers do need to be cognizant of different payment addresses for federally-owned loans and commercially-held loans. The correct payment address for each loan grouping is clearly presented to the borrower on his or her loan statement.

(Source: Nelnet Revised PUT Guide for Schools February 2010)

If you would like to view all of the questions we have answered to date, please choose FAQ  in the Category section found on the right hand side of the blog webpage.

One Comment leave one →
  1. Melet Leafgreen permalink
    August 26, 2010 8:44 am

    This is one of the best customer care aspects to Nelnet’s loan servicing philosophy. It has been a terrifically time-consuming and frustrating challenge to deal with one of the Department’s other servicers, which has separate phone numbers and staff for (1) private loan servcing (2) FFELP loan servicing (3) PUT loan servicing (4) Direct Loan servicing. Ridiculous! This is a much more user-friendly process – whether the “user” is a school or a borrower.

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