{"took":55,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":1,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2479114","_score":36.2555,"_source":{"product":"Student loan","complaint_what_happened":"My husband was given the advice to submit paperwork via EMAIL to  XXXX  XXXX  XXXX . He was asked to include his   XXXX   tax returns which includes my social security number, My  XXXX  children 's ' social security numbers and his social security number. In the title he was to provide his social security number and his full legal name. IE  XXXX   XXXX   XXXX .  ( not real number s or names ) In addition to the application that was required to submit the income based repayment plan.     I called the customer service team and verified that this was standard language that people \"  XXXX  '' submit these with this information. And that using an UNSECURE method such as email is an acceptable form. They then proceeded to tell me that if I do n't feel comfortable I can submit via fax or online. Both of which are much more secure My complaint is that the advice NelNet servicing is giving to email with all of this sensitive information is setting their lendee 's into a possible risk for sniffing and having their information stolen.     This is a pseudo government entity to service loans. I do not believe they are giving their customers proper advice to keep their identity or their families secure from would be thieves.      Regards, Concerned NelNet  Customer","date_sent_to_company":"2017-05-08T23:05:54.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"84116","tags":"Servicemember","has_narrative":true,"complaint_id":"2479114","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Nelnet, Inc.","date_received":"2017-05-08T22:47:36.000Z","state":"UT","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["Both of which are much more secure My <em>complaint</em> is that the <em>advice</em> <em>NelNet</em> <em>servicing</em> is <em>giving</em> to email with all of this <em>sensitive</em> <em>information</em> is setting their lendee 's into a possible risk for sniffing and having their <em>information</em> stolen.     This is a pseudo government entity to <em>service</em> loans. I do not believe they are <em>giving</em> their customers proper <em>advice</em> to keep their identity or their families secure from would be thieves.      Regards, Concerned <em>NelNet</em>  Customer"],"company":["<em>Nelnet</em>, Inc."],"sub_product":["Federal student loan <em>servicing</em>"],"sub_issue":["Problem with customer <em>service</em>"]},"sort":[36.2555,"2479114"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":1,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":1}]}},"product":{"doc_count":1,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Student loan","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Federal student loan servicing","doc_count":1}]}}]}},"issue":{"doc_count":1,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Dealing with your lender or servicer","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Problem with customer service","doc_count":1}]}}]}},"timely":{"doc_count":1,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":1}]}},"company_response":{"doc_count":1,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with explanation","doc_count":1}]}},"submitted_via":{"doc_count":1,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":1}]}},"company":{"doc_count":1,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Nelnet, Inc.","doc_count":1}]}},"state":{"doc_count":1,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"UT","doc_count":1}]}},"company_public_response":{"doc_count":1,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},"tags":{"doc_count":1,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-14T12:00:00-05:00","last_indexed":"2026-07-14T12:00:00-05:00","total_record_count":16441818,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}