Many student-loan borrowers are struggling to access their servicer’s website and call center due to ‘technical difficulties’ days before the payment pause is set to end

Insider

Ayelet Sheffey

August 28, 2023

The student-loan payment pause is ending in a matter of days, but many borrowers are already facing challenges.

On Monday, borrowers whose debt is managed by student-loan company Nelnet found they were unable to log into their accounts to view their payment information due to technical difficulties. Their luck wasn’t much better when they attempted to call the company’s customer service office.

“Our automated phone system and online accounts are currently unavailable due to technical difficulties, and we’re working quickly to resolve the issue,” Nelnet wrote in a statement on its website. “We apologize for the inconvenience. Please check back here for updates.”

Nelnet did not immediately respond to Insider’s request for comment, but borrowers indicated on X, formerly Twitter, that the outage had been ongoing for at least two hours at the time of publication.

After over three years, the federal student-loan payment pause is about to end. Interest will begin to accrue again on balances in September, with bills becoming due one month later. As Insider previously reported, the payment resumption has sparked confusion among many borrowers due to lack of clarity surrounding what their monthly payment will be, and getting answers from their servicer has not been easy because of long hold times due to an influx of questions from borrowers.

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