Consumer complaint received 2021-07-24
Company: Nelnet, Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
XXXX XXXX sold their student loans to Firstmark Services ( FS ) in XXXX. I have been an active XXXX XXXX XXXX continuously since before this transfer to FS and after. In addition to a education deferment status on my two student loans, I also have a military deferment. Firstmark Services wrongfully changed my deferment status without my consent and without any of my circumstances changing. I still actively am a XXXX XXXX XXXX and still have the active military status too which are applied to both loans and are in the original loan agreement I signed with XXXX XXXX when I received my student loans. 

In XXXX, Firstmark Services noticed their mistake and stated they had a " system error '' when they transferred loans from XXXX XXXX to them and that they apologize for " accidentally '' changing my status in their system even though my military and XXXX XXXX XXXX status were both and are both still active. They inaccurately reported me to all credit bureaus ( XXXX, XXXX, XXXX  ) with wrongful and inaccurate information. They told the credit bureaus that I was delinquent even though I am not and never was. Over the phone, the FS rep told me that she apologized and that they would immediately retract the credit hit/information sent to the bureaus and that they would rectify this situation because they made the mistake. I never had any late payments nor did I ever need to make any payment because of my current and continuous student and military deferment statuses that I have continuously had. 

In XXXX, the FS rep instructed me over the phone that I would be receiving a credit retraction letter by mail. I waited weeks and never received anything in the mail. I called them again asking for this retraction letter and emailed them on XX/XX/XXXX submitting documentation about my continuous student enrollment deferment and military deferment. XX/XX/XXXX they replied that the credit report was retracted and to rest assured that the letter will be delivered and not to worry. I waited all of XXXX. Still received nothing from FS. XX/XX/XXXX came and I still didn't receive any retraction letter from FS even though every time I called they said they can see it in my documents but that it take 3-5 business days to be delivered to me by mail. More than 35 days have gone by at this point and I still didn't receive a letter. 

On XXXX XXXX, my credit scores were updated by the Bureaus and my score dropped by more than a 100 points on XXXX. I filed a dispute through XXXX  and called FS to let them know and ask why my score shows delinquent accounts if I never had any delinquent accounts ( they told me they had a " system error '' ) and that I could rest assured that they retracted the credit reporting in XXXX. FS kept apologizing and acted confused when I told them my credit score report did not reflect that retraction letter being received by the Bureaus and they kept stating they sent all of the bureaus the updated information and that the credit retraction was done and even told me " Experian told us they are behind on updating their information and they are two months behind on their reporting ''. 

I called XXXX  to confirm and XXXX  stated they are up to date and discussed how by law they have a limited amount of time to updated the new information on credit reports. XXXX stated they never received any retraction information by FS and that by law if they did, they would immediately update it. XXXX  instructed me that the dispute I opened on both accounts should fix it considering FS still hasn't sent me the retraction letter even though I have requested it at least 4 times over the phone and through email asking them to send it to me by mail and through email. XXXX  and the credit bureaus have not received the retraction information at all. 

I filed a dispute through XXXX, submitted the documentation I had by FS proving they supposedly retracted the credit report in XXXX. XXXX  told me that FS denied my dispute and told them a different story when XXXX  reached out to FS. Over the phone every FS rep I speak with keeps apologizing and states I have done nothing wrong and that the retraction letter was sent and that they agreed with my dispute so they are confused why XXXX  would say that. Yet every time I tell FS to send me the retraction letter that they told they would send on XX/XX/XXXX and they can see on my documents, they state that it takes 3-5 days for me to receive it and just put in another request for it to be delivered by email or mail. It has been MONTHS. 

Today, XX/XX/XXXX, I STILL have not received a retraction letter by email or mail from Firstmark Services. All of my credit scores have plummeted for this inaccurate reporting by Firstmark Services even though they keep stating they sent the Bureaus the retraction information and confirmed the information on my credit report is inaccurate. FS agreed with me and acted confused why the Bureaus didn't have the information they said they sent to them. Today, XX/XX/XXXX, I now have new inaccurate information on my credit score that was never there nor is even true. There a ton of discrepancies. I need my retraction letter from FS and a letter confirming all of the dates/inaccurate reportings/discrepancies. The Bureaus stated this is what they need to immediately fix my credit scores back to the original score. FS needs to reach out to me and make this right with a sense of urgency considering their huge mistakes they have made and continue to make until this day. This unacceptable that it has even taken this long and they need to rectify this mistake. 

I have had to put my life on hold because of FS poor service and inaccurate reporting due to their " system error ''. They have continuously failed me and don't have any sense of urgency to reach out and rectify this. Over the last 2 1/2 months, I've only had one supervisor take the time to try to resolve this massive mistake. This issue is still unresolved. FS has the opportunity to resolve this situation and restore their rapport. FS, reach out to me and make this a priority. This is a massive system error mistake that has resulted in terrible service and forced me to pause my life until my credit is restored. All of the bureaus and I are waiting on FS to submit the documents properly and accurately. I even started paying early on my loans since I am and have always been in student deferment/ military deferment and this is the customer service and care I have received from Firstmark Services .

Company response to consumer: Closed with explanation