I do not have a high opinion of Nelnet as a company in whole. They have been involved with several questionable business practices and lawsuits for defrauding the US Government and loan recycling borrowers loans to their own internal benefit. Even when found guilty or at fault, the company has been able to worm their way out of fines, penalties, etc. The benefit of having a well connected board.
The Nelnet website is easy to use. You won't have any problems if you stay on top of monthly payments and communications yourself. They always say they mailed some communication, most likely they did not. If you send in any documentation to them, you might as well send it over and over, call multiple times, constantly follow up with their customer service, otherwise they'll say "we did not receive it" after it is too late for you. Just keep making payments whenever they are due, no matter what documents you are sending in, and you will be fine. The moment you are behind, it is _always_ your fault.
Starting Score: 520