Online Policy FAQs
- Why do we collect information?
We collect information so we can identify you as our customer, to establish, manage and protect your accounts, to complete your transactions, to create and offer you products and services you might be interested in, to personalize and improve upon your experience with us, and to comply with various legal and regulatory requirements.
- How do we use your information?
Certain Non-Identifying Information (NII) would be considered a part of your Personally Identifiable Information (PII) if it were combined with other identifiers (e.g., combining your ZIP code with your street address) in a way that enables you to be identified. But the same pieces of information are considered NII when they are taken alone or combined only with other NII (e.g., your viewing preferences). We may combine your PII with NII and aggregate it with information collected from other users to attempt to provide you with a better experience, to improve the quality and value of our services, and to analyze and understand how our website and services are used. We may also use the combined information without aggregating it to serve you specifically (e.g., to deliver a product to you according to your preferences or restrictions).
If you supply us with your email address, we, along with our affiliates, may let you know by email about other products, services, and product enhancements that may interest you. You will have the opportunity to tell us you do not want to receive future messages with each message you receive. If you email a question or comment to us, we will use your email address to reply to you, and we will temporarily store your email address, your message, and our reply for quality assurance or to satisfy applicable laws and regulations. When we collect your email address for the purpose of addressing your question or comment, we will not use it for marketing our products and services without your permission.
If you wish to change any of your personal information, you may change it by logging into your Nelnet.com account, or by contacting Customer Service, either through email, by mail, or by telephone as listed in the How to Contact Us section.
- What information do we share?
- How do we collect Non-Identifying Information?
We may collect information from your visit or as part of the registration and administration of your account, in order to personalize and improve upon your experience with us, such as, without limitation, age and individual preferences (i.e., Non-Identifying Information (NII)).
- What is Nonpublic Personal Information?
Nonpublic Personal Information (NPI) is nonpublic, personally identifiable financial information about you that we obtain in connection with providing a financial product or service to you. For example, NPI includes information regarding your account balance, payment history, and overdraft history, if applicable. We may collect Personally Identifiable Information (PII) about you as well, including:
- Your first and last name
- Your home address
- Your home or work telephone number
- Your birth date
- Your email address
- Your Social Security number
- How do we collect Personally Identifying Information?
We may collect Personally Identifying Information (PII) about you from the following sources:
- Information from your loan applications or other loan and account forms
- Information about your transactions with us or others
- Information we receive from third parties, such as your academic institution
PII is individually identifiable information about an individual consumer collected by us and maintained in an accessible form.
- How are cookies used?
- How do we handle your device and connection information?
When you use our services, we will identify the internet protocol (IP) address of your computer or handheld device. The IP address does not identify you personally, but it lets us identify the device you are using. We store IP addresses in case we need to track a connection for security purposes. We may also collect other device-specific information about the device you are using, including what type of device it is and hardware model, what operating system you are using, device settings, unique device identifies, geo-location data, and crash data. Whether we collect some or all of this information often depends on the type of device you are using and its settings, but device-specific information does not include Personally Identifiable Information (PII). Check the policies of your device manufacturer or software provider to learn more about the information your device makes available to us.
- What are web beacons?
Our services contain coding known as web beacons that use 1×1 pixel images to capture and transmit the online activity of users on our services. These web beacons typically transmit information about form completions and other activities in order to measure advertising effectiveness or store analytics information. In addition, we may use web beacons in HTML-based emails. This allows us to evaluate the effectiveness of our email communications and our marketing campaigns by showing how many emails recipients have opened. However, web beacons do not give us access to any Personally Identifiable Information (PII).
- What are log files?
Like most websites, our servers utilize log files. Log files store information including internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, platform type, date/time stamp, and number of clicks. Log files are used to analyze trends, administer the website, track users’ movement in the aggregate, and gather broad demographic information for aggregate use. We use log file information at times to help identify you as you browse and to gather broad technical and demographic information on who uses our website. However, web beacons do not give us access to any Personally Identifiable Information (PII).
- What is the Google Analytics feature?
- What are Do Not Track signals?
Do Not Track is a feature in your web browser that enables you to opt out of the third-party tracking of your online activities over time and across third-party websites. We do not track users across third-party websites to provide targeted advertising, and therefore, do not process or comply with any web browser’s Do Not Track signal or other similar mechanism that indicates a request to disable online tracking of individual users who visit this website or use our services. Third parties cannot collect any Personally Identifiable Information (PII) from this website unless you provide it to them directly.