Can't reach FAFSA servicer Nelnet - 2+ hour hold times and no callback option?
I'm losing my mind trying to reach Nelnet about my FAFSA loan consolidation. Was on hold yesterday for literally 2 HOURS and nobody picked up! Tried again this morning right when they opened (7am) thinking I'd beat the crowd and I've already been waiting 15+ minutes with that awful hold music. Has ANYONE successfully gotten through to a human at Nelnet recently? Is there a secret phone number or best time to call? My SAI just got recalculated and I need to figure out how this impacts my consolidation options before my next payment is due!
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Zara Rashid
I got through to them last week, but I had to call at 3:30pm EST on a Tuesday and wait 1 hour 45 minutes. Apparently they're completely swamped with the SAVE plan applications and IDR waiver consolidations. Have you tried their chat function on the website? I found that it was faster, though still took about 45 minutes to connect.
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Sean Doyle
•Thanks for the tip about the chat! I didn't even know they had one. I'll give that a try right after I hang up (if I ever get to hang up lol).
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Luca Romano
nelnet is THE WORST!!!! been trying 2 get ahold of them for 3 weeks about my parent plus loan that they're saying is delinquent even tho we have proof of payment. their customer service is garbage fire and the website never works right either
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Nia Jackson
•Double-check that you're sending payments to the right account number. Nelnet often services multiple loans for the same borrower, and Parent PLUS loans have separate account numbers from student direct loans. You should be able to see this in your online account once you log in.
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NebulaNova
This is unfortunately very common with loan servicers right now, especially with all the IDR account adjustments and SAVE plan changes happening. When I needed to reach Nelnet about my recalculated SAI affecting my payment options, I used Claimyr (claimyr.com) to help me get through. They basically hold your place in line so you don't have to sit there listening to hold music for hours. They text you when an agent is about to pick up. Saved me a ton of time and frustration. Here's a video showing how it works: https://youtu.be/TbC8dZQWYNQ
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Sean Doyle
•Omg thank you!! This looks like exactly what I need. I'll check it out because I'm about to throw my phone across the room listening to this hold music.
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Mateo Hernandez
•does that actually work for nelnet tho? i tried something similar before and they hung up when it wasn't the actual borrower on the line
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NebulaNova
•It does work with Nelnet - that's who I called. It doesn't put someone else on the line for you. It holds your place in the queue and then connects you directly when an agent is available. You're still the one talking to them, so there's no issue with verification.
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Nia Jackson
Having worked in financial aid, I can tell you that servicers like Nelnet are experiencing unprecedented call volumes right now. Here are some additional options you can try: 1. Email them through your online account portal (responses usually within 2-3 business days) 2. Try calling during off-peak hours: Wednesdays between 10-11am or 2-3pm typically have lower call volumes 3. Have all your information ready: FSA ID, loan numbers, and specific questions 4. Be sure to mention if you're facing a time-sensitive issue like a payment that's due soon Also, if your SAI recalculation is affecting your income-driven repayment plan, you may be able to submit the adjustment request through StudentAid.gov directly without needing to speak with Nelnet.
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Sean Doyle
•Thank you for the detailed advice! I did try emailing them last week but haven't gotten a response yet. I'll try the Wednesday timeframe you suggested. My issue is that the SAI recalculation changed my eligibility for the SAVE plan, and I need to understand how that impacts my consolidation options. Do you know if I can handle that on StudentAid.gov?
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Nia Jackson
•Yes, you can submit a SAVE plan application or update an existing one through StudentAid.gov under the "Manage Loans" section. The system will pull your recalculated SAI automatically. For loan consolidation specifically, go to the "Loan Consolidation" section and you can start or modify an application. The online system is actually processing these faster than phone representatives right now. Just make sure all your loans are displaying correctly before submitting.
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Aisha Khan
I waited 3 hours on hold with Nelnet back in December and then the call dropped! I was so mad I wanted to cry. What worked for me was calling exactly at 8:15am Eastern on a Thursday - only had to wait 20 minutes. I think they have more staff on Thursdays for some reason?
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Sean Doyle
•Ugh, that's so frustrating about your call dropping! I'd definitely cry. Thanks for the specific time recommendation - I'll try the Thursday morning approach next. Seems like everyone's found different "magic" times that work.
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Ethan Taylor
If you're calling about loan consolidation specifically, you might be calling the wrong department. Nelnet has different phone numbers for different types of issues. The main number often has the longest wait times. Check your last statement or online account for the specific department number for consolidation questions - it should be different from the general customer service line.
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Sean Doyle
•That's a really good point! I've been calling the main number from their website. I'll check my last statement to see if there's a specific consolidation department number. Thank you!
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Ethan Taylor
•Happy to help! Also, while you're waiting to connect with them, document everything. Note the dates/times you've called, take screenshots of any error messages on their website, and save all emails. If your payment due date is approaching and you haven't been able to reach them despite multiple attempts, this documentation will help if you need to request a forbearance or explain a late payment later.
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Mateo Hernandez
why are u trying to call them? just do everything online, thats what i did for my fafsa stuff. the website takes like 10mins tops
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Nia Jackson
•They're calling about loan consolidation with Nelnet, which is a loan servicer, not about completing the FAFSA form. These are different processes. Some loan consolidation questions, especially with the new SAVE plan and recalculated SAI scores, may require speaking to a representative.
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Zara Rashid
Just wanted to update - I got through to Nelnet today in ONLY 35 minutes! Called at 4:15pm Eastern. Seems like their wait times might be improving a bit. The rep told me they just added a bunch of new staff to handle call volume. Hope this helps!
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Sean Doyle
•Thanks for the update! That's actually really encouraging. I'll try that time tomorrow. Did they mention anything about the best times to call?
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Zara Rashid
•The rep said mid-afternoon is generally better than mornings right now. Apparently everyone has the same idea about calling first thing when they open! She also mentioned they're implementing a callback feature in the next few weeks, so that should help too.
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