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Borrower Experience: Nelnet On the Go!

March 5, 2013

Over the past two years, Nelnet customers have been managing their loans using Nelnet’s mobile applications and sites. In 2012, our customers made payments in excess of $34 Million using their mobile devices. We recently asked the parent of a current PLUS Loan customer about her experience using one of our mobile applications and sites. This is what she had to say:

 acct

Q: How did you first find out about our mobile (device) services?

A: The introduction email and letter directed me to go to Nelnet.com to choose how I want to receive correspondence from my loan servicer. When I went to the website, the mobile app icon was staring at me.

 

Q: In general, how’s it going?

A: I had a little trouble in the beginning, so I reached out to the Customer Interaction Center for assistance. Since they are open 24/7, I could call them when it was convenient for me.

 

Q: Which application do you use most, and can you share your experience with it?

A: I use the Nelnet Loan Assist app the most. It keeps me up-to-date with a detailed summary of my account—due dates, repayment statuses, and payment history. I can see information regarding how to postpone payments with deferments or forbearances, even though I have not needed that yet.

Q: How has this changed the way you manage PLUS loan payments?

A: I don’t have to wonder about my account status. Since I set up auto-debit, I don’t even have to think about whether my payment was on time or not; however, I do check my account monthly just to ensure my auto-debit is covering the interest. I don’t want interest to accrue while my daughter is in school. And, by using auto-debit, I get a .25% interest rate reduction. Score!

 payment details

Q: Do you think a particular feature, application, or site could help others manage their payments better?

A: Ultimately, my account remaining in good standing is up to me. So I have created a re-occurring appointment in my Outlook calendar to remind me the day interest posts to my account, as well as the day my payment is due.

 

Q: What do you think of the Payment Detail snapshot?

A: Love this! Once I log in to Nelnet.com, a clear, big picture of my account pops up—[it’s] so easy to read and understand!

 

Q: Are you comfortable with our security features?

A: I like the way Nelnet uses visual and password protection features on my account. I might forget a password now and then, but when I see the security photo (chosen during registration) it offers me a sense of, “Nelnet recognizes me.”

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