Nelnet (FACTS) Frequently Asked Questions


What is Nelnet Campus Commerce (formerly known as FACTS)?

Nelnet Campus Commerce (formerly known as FACTS) is the nation’s leading provider of tuition payment plans. Nelnet Campus Commerce helps families manage costs through monthly tuition payments, while improving a school’s financial stability.


What if I sign up for Nelnet (FACTS) before I get my financial aid award?

If you sign up for Nelnet (FACTS) before you receive your financial aid award, you will be enrolled in the regular payment plan. When your financial aid is awarded to your account, it will then reduce your balance or inactivate your plan. Your plan will only be inactivated if your financial aid covers your entire tuition, fees and any bookstore charges. Once you sign up for one of the Nelnet (FACTS) plans, you must contact the Glen Oaks Cashier’s Office to have your payment plan switched to the appropriate Nelnet (FACTS) plan. This can only be done through the last day to enroll. The last date to enroll for any Nelnet (FACTS) plan can be found on the Nelnet (FACTS) brochure or on our website.

Please note: If you have already paid the non-refundable enrollment fee and we switch your payment plan, you will not be charged for the non-refundable enrollment a second time.


Will I have to continue to go to multiple websites to sign up and manage payment plans?

No. Starting Summer 2017, all students will access and manage payment plans by first logging into WebAdvisor, selecting Students, clicking Student Payment Information, and selecting Payment Plans. When you select Payment Plans, you will be automatically directed to your Nelnet (FACTS) Payment Plan.


Can I cancel my payment plan?

You may request that your Nelnet (FACTS) plan be modified if you are going to re-enroll in another plan or your charges have been paid in full. This has to be done by the Glen Oaks Cashier’s Office. You cannot cancel your own payment plan for any reason. Your plan will automatically inactivate upon full payment of your tuition, fees, and book charges.


Can I sign up for text message reminders?

Yes. You must login to WebAdvisor and into your Nelnet (FACTS) account. Under the homepage, on the right, you will need to select “Register to receive text alerts on your mobile phone”.


What if I do not have a checking account, savings account, or a credit card but need to register for Nelnet (FACTS)?

Because a checking account, savings account, or a credit card is required to use Nelnet (FACTS), you will need to work with one of the many local banks or credit unions in our region to set up an account. Information from some of our area banks is also available outside The Oaks Store.

Please note: A student should not use a bank account or credit card when they are not a signor on the account. The student needs to log into the payment plan first and designate their authorized payer. This must be done within 48 hours to avoid being removed from classes for non-payment.


What if I register online but don’t want to pay with a credit card or sign up for Nelnet (FACTS)?

If you register for classes online but would like to pay with cash, check or a money order, you have 48 hours from the time of registration to make a payment in person at the Cashier’s Office. By calling 269-294-4235, you may make a payment over the phone. The Cashier’s Office accepts American Express, Discover, Mastercard, and Visa both in person and online. If you would like to pay online with a credit card or debit card, you may do so by signing into your WebAdvisor account, click on Students, click Student Payment Information, click on Payment Plans, and login to Nelnet. You will be given an option to pay in full. If we don’t receive your payment within 48 hours, you will be withdrawn from your classes.

*Please remember that a 2.75% service fee will be assessed on all credit card and debit card purchases online, in the Cashier’s Office, and over the phone.


I don’t want to wait to receive my financial aid award from GOCC before registering for classes. What do I do?

If you register for classes before GOCC has prepared your financial aid award, you will need to sign up for the regular Nelnet (FACTS) Payment Plan. This means that the non-refundable Nelnet (FACTS) enrollment fee of $25 will be charged. It is the student’s responsibility to contact the Glen Oaks Cashier’s Office when they are aware their financial aid has been awarded if they would like to switch to the Pending Aid Payment Plan.


I have registered for classes and signed up for Nelnet (FACTS), but now I need to add another class or drop a class. What do I do?

Simply complete the add/drop process as you would normally do online or in person. Your information will automatically be updated with Nelnet (FACTS) for Glen Oaks Community College. Nelnet (FACTS) will then adjust your payment amount based on the class changes you’ve made. It is the student’s responsibility to check their Nelnet (FACTS) account to verify the account changes have been updated.


I have a scholarship that will pay all of my tuition and fees for this semester. Do I still have to sign up for Nelnet (FACTS)?

Yes. All GOCC students who receive financial aid, including scholarships, must sign up for Nelnet (FACTS). As long as you have received your award package from GOCC by the time you register for classes, you will be signed up with the Nelnet (FACTS) Pending Aid Plan. You will not be charged any enrollment fee if your scholarship and other financial aid cover your entire tuition and fee amount.


My employer will be paying for my tuition and fees. They haven’t turned in the Third Party Payment Authorization yet, but I need to register for classes. What should I do?

You may pay by cash, check or credit card, enroll in the Nelnet (FACTS) Payment Plan or work out a reimbursement with your employer.

Please note: If you choose to enroll in the Nelnet (FACTS) Payment Plan, you will be charged the $25.00 non-refundable enrollment fee.


My financial aid award has been finalized, and it does not cover the full tuition and fee amount. Is there any way I can pay the balance in full so I do not get charged the $25 enrollment fee?

Yes. If you have partial financial aid, you will be signed up for the Nelnet (FACTS) Pending Aid Plan. When in this plan, if you pay the difference between your GOCC costs and your financial aid, you will not be charged the $25 Nelnet (FACTS) enrollment fee. This would need to be paid three business days before your Nelnet (FACTS) payment due date. Payments may be made at the Cashier’s Office to avoid the $25 enrollment fee. You may login to your Nelnet (FACTS) account through WebAdvisor to make unscheduled payments.

Please note: Unscheduled payments made on a Pending Aid Plan will activate your account and the $25 enrollment fee will be processed. Unscheduled payments will only be refunded if they result in an over payment of tuition and fees after all financial aid has been applied. This determination is made six weeks after the start of the semester. Please review your account
carefully or call 269-294-4235 to discuss your balance before making an unscheduled payment.


I signed up for Nelnet (FACTS) when I registered; however, I’ve now changed my mind and want to pay the whole tuition and fee bill before my monthly payments begin. Will my $25 Nelnet (FACTS) enrollment fee be refunded?

No. Once you have registered for Nelnet (FACTS), the $25 fee is non-refundable.


I registered for classes and signed up for Nelnet (FACTS). Now, I have decided that I won’t be attending school at all this semester and am dropping all of my classes. Will my $25 Nelnet (FACTS) enrollment fee be refunded?

No. Once you have registered for Nelnet (FACTS), the $25 fee is non-refundable.


I have monthly Nelnet (FACTS) payments coming out of my checking account, but I do not have enough money in the account to cover this month’s payment. What will happen?

Nelnet (FACTS) will charge you a $30 NSF fee each time the bank tells them there is not enough money in the account. Nelnet (FACTS) will present the tuition payment request to your bank two more times for payment. Your bank may charge you additional fees for each time it returns your check for insufficient funds. Check with your bank regarding their specific fees and policies.

When you have accumulated $90 or more in NSF fees that are due to Nelnet (FACTS), you will be required to pay Nelnet (FACTS) in full before you can enroll in any future payment plans.


I signed up for Nelnet (FACTS) last semester. Do I have to sign up for it again if I want to use it this semester?

Yes. You must re-enroll in Nelnet (FACTS) each semester that you register for classes. Sign back into WebAdvisor, click Students, select Student Payment Information, click Payment Plans, and login to Nelnet. Your demographic information is pre-filled from the prior semester and if you saved your bank account or credit/debit card information, you just have to sign up for the Payment Plan for the semester.


I lost my credit card and had to cancel it with the credit card company. It was the card in which I was having monthly Nelnet (FACTS) payments charged. My credit card company has issued a new card to me with a new number. What do I need to do?

Login to Nelnet via WebAdvisor and select the Financial Information tab to update credit card, debit card, or bank account information. You may also call Nelnet Campus Solutions at 866-441-4637, to speak with a customer service representative to update your account information.


I submitted my FAFSA a week ago. How can I check on the status of my Financial Aid?

You will need to check WebAdvisor and view My Documents to make sure the FAFSA has been received and whether additional documents are required to be submitted. You will need to look at your award letter to know the amount of monies received. Awards are based on full time enrollment. If you are planning to attend part time be aware that some awards are pro-rated.


I registered for classes before receiving my Financial Aid award package. Since then, my Financial Aid award has come through, and all of my tuition and fees will be paid through financial aid. I’m still being charged the $25 Nelnet (FACTS) enrollment fee. Why?

The $25 Nelnet (FACTS) enrollment fee is non-refundable. If you choose to register for classes and sign up for the Nelnet (FACTS) plan before your financial aid has been packaged, you will have to pay the enrollment fee with no refund.


It’s after the 100% drop date, but I need to withdraw from all my classes due to outside circumstances. Payments have already been taken out of my bank account. How do I stop the payments when I’m no longer enrolled in classes?

The payments cannot be stopped. Because you are withdrawing from classes after the refund period for the semester, you are still responsible for paying the full tuition and fee amount for those classes. Full refunds are made only on classes that are dropped before the 100% drop date published in the class schedule.


I signed up for classes early and have already made a monthly payment. Now, due to outside circumstances, I won’t be able to attend college this semester and have to drop all of my classes. It is before the 100% refund period date. How do I get the money back for the monthly payments I’ve already made?

Complete all of the proper procedures to drop your classes in WebAdvisor or by filling out a Drop/Add form and submitting it to The Registration Office located in Student Services. This will change your status as a student with the College. The College will contact Nelnet (FACTS) of the changes you’ve made, and they will adjust your account so the payments will stop. You should work directly with the College Cashier for a refund of the tuition and fees that have been paid. Please remember, the $25 enrollment fee is non-refundable.


My Nelnet (FACTS) payments are coming out of my account on the 5th of the month. Can I get this date changed to a different time of the month?

No. Nelnet (FACTS) deducts all payments on the 5th of each month for the monthly Nelnet (FACTS) Payment Plan, and the 20th of each month for the Nelnet (FACTS) Pending Aid Plan.


How do I know if I’m a “third party pay”? If my parents are paying, are they the third-party?

No, third parties may include employers, some veterans’ payment, and other organizations such as Michigan Works. Personal arrangements with family members or other personal contacts do not qualify as a “third party payment.”


When and what time will the funds be withdrawn from my bank account?

Nelnet (FACTS) specifies the date each payment will occur, but it is your financial institution that determines the time of day the payment is debited. Nelnet (FACTS) recommends you check with your financial institution to determine how far in advance funds should be deposited into your account to ensure the automatic payment clears. If a payment date falls on a weekend or banking holiday, the payment will be attempted the following business day. Please go online or see the Cashier’s Office for a schedule of payment dates.


How will I be notified of my payment information?

Once your agreement is posted to the Nelnet (FACTS) system, you will receive a confirmation notification of your payment amount by e-mail. You may also sign up for text message alerts. Payments will be processed until the total balance is paid in full. The notification also serves as a reminder that a $25 non-refundable enrollment fee will be processed from the account indicated on the agreement.


Can I pay by phone with Nelnet (FACTS)?

In accordance with the Terms & Conditions of your Nelnet (FACTS) agreement, payments are processed electronically. Nelnet (FACTS) does not accept payments by phone.


What is the purpose of the Security Questions?

The password reset questions and answer will be used for identification if you have forgotten your password. For your security, the answer to this question cannot be viewed by anyone.

The telephone ID questions are used by Nelnet (FACTS) customer service to validate your identity when you make inquiries by telephone.


If payments are made automatically from my bank account or processed to my credit card, does that mean Nelnet (FACTS) or GOCC has direct access to my account?

No one other than your own financial institution and you ever has access to your account. When you arrange to have an automatic payment through Nelnet (FACTS), you have authorized a specific payment amount to be paid on a specific date by your bank.


Will Nelnet (FACTS) disclose my personal information to a third party?

No. Nelnet (FACTS) acts as an agent for institutions in administering their payment plans. It is the policy of Nelnet (FACTS) to protect all personal and financial information provided to us by all participants. Nelnet (FACTS) does not sell or share any non-public personal information or client lists to any third party, except as agreed to by you, or as may be necessary to complete a transaction in the ordinary course of business, or as required under an applicable law.


Can Nelnet (FACTS) provide a payment report for tax purposes? How can I get one?

A printable payment summary is available for the customer in their Nelnet (FACTS) account on the Payments tab. It can be printed for a calendar year or a date range.


Who do I contact with further questions?

You may contact Nelnet (FACTS) at 800-609-8056. They have 24/7 telephone support. While you are logged into your account, you have access to Live Help via Nelnet (FACTS) Chat feature on the top right corner of the screen. This option is available Monday – Friday from 8 a.m. – 5 p.m. Central Time. You may also call the Glen Oaks Cashier’s Office at 269-294-4235 with any questions.