Consumer complaint received 2018-07-26
Company: Nelnet, Inc.
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
When checking my credit report I found that I four negative marks for a late payment of my student loans with XXXX XXXX in XX/XX/2018. This was the first time I was made aware that I had a delinquent payment. When I made the student loan payment to XXXX on XX/XX/18 I received confirmation of my payment and went on with my day. 

Due to a banking routing number error the payment I had made was reversed, and I quickly amended it upon receiving a phone call from XXXX and logged in to pay my loans. I addressed the technical error and the payment was made. I was never told that this was seen as a delinquent payment or a default. It was not sent to collections and in my history of the loans, this was the only error in payment made in 12 years. 

I opened a dispute onXX/XX/XXXX with XXXX stating that, although it was four loans, it was one payment that encountered an error and that the payment was paid in full and was not in default. I asked for these four late payments to be taken off my record. I included proof that I had received an initial confirmation of it being paid in XX/XX/XXXX prior to the bank error. The dispute was closed without any resolution except for a statement that two of the loans have since been fully paid. Unfortunately their dispute results online portal is not functional and I have had no ability to actually view the results aside from two separate conversations with agents that have resulted in additional confusion and frustration. 

I reopened the dispute ( ongoing ) on XX/XX/XXXX and called XXXX XX/XX/XXXX and spoke with a customer service representative who stated that because there are 4 loans they count the payment error as four delinquent payments and that they do not engage in disputes and will only send that the payment was late. The customer service agent was rude and unhelpful and refused to work with me or assist me with the dispute process, stating that despite a technical error with a routing number it is considered late. I noted to her my 12 years of payment history and she said that those payments don't make a difference. 


My reason for this dispute is : -I received a confirmation that my XX/XX/XXXX payment was paid -The missed payment due to the routing number error did not go to collections and was in fact, paid and currently two of the loans are completely paid -Showing up as 4 separate, negative marks is unreasonable given that it was one payment ( XX/XX/XXXX ) -Their attempts to reach me on this bank routing error were minimal at best and when i was reached I quickly made the payment -They are unwilling to support their customers financial needs, despite a twelve year history of having made payments -This is the ONLY late payment on my entire credit record, and due to a technical error in the routing number

Company response to consumer: Closed with explanation