Consumer complaint received 2023-11-08
Company: Nelnet, Inc.
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
My late Mother opened a Parent Plus loan to help pay for my younger Brother 's education expenses. She was not able to qualify alone at the time, so I co-signed with her. 

My Mother died on XX/XX/2023. Following her death, I contacted Nelnet. Their hold times were excessively long so I e-mailed them on XX/XX/2023 and received an automated e-mail indicating they would not be responding to my e-mail due to " unprecendented email volume ''. 

I called Nelnet immediately after receiving this e-mail. The hold time was excessive again, but they offered an option to get a call back within XXXX hours. They called back about XXXX hours later around XXXX XXXX XXXX XXXX  and I spoke to their Representative who confirmed that they would discharge my late Mother 's Parent Plus loan and that I, as co-signor, would not be obligated to repay the loan. She told me they would notate the file and would send a letter requesting a copy of her XXXX XXXX. 

We received this letter dated XX/XX/2023 and my Aunt faxed them the original Death Certificate on XX/XX/2023. I can now see on my Mother 's online account that the loan has been discharged and that no payment is due. However, the loan is still appearing on my credit report. 

I attempted to call Nelnet again to resolve this matter. However, they hold time is again excessive and they are no longer offering the call back option. I was able to get through to a representative who claimed we had a bad connection and hung up on me. 

I tried again last week and the call did not go through and was disconnected after around XXXX minutes on hold. Very frankly, Nelnet 's lack of staffing preventing them from answering phones or responding to e-mails in a timely manner is not my problem as a consumer. If they can not adequately perform as a servicer, they should release servicing of this loan to a party who can do their job! 

I filed a dispute with XXXX, XXXX, and XXXX following my last attempt at contacting Nelnet asking them to confirm that the account is closed with XXXX balance following the discharge. 

XXXX completed their dispute yesterday and XXXX completed theirs today. Following the investigation both bureaus are indicating that the balance and information reporting to the credit bureaus is accurate. I anticipate XXXX will give the same result. 

At this time I feel it's appropriate to initiate a complaint with the CFPB. When I attempt to access the account online with my SSN and personal information, they have no information. When I access via my late Mother 's account, the loan balance is XXXX and the loan has been closed as " Paid In Full ''. 

So why is Nelnet reporting incorrect information on my Credit Report in spite of indicating that the loan would be discharged, receiving documentation confirming my late Mother 's death, and following the discharge of this loan for her? 

Again, very frankly, Nelnet 's lack of staffing is not an excuse for not doing their job and for providing the credit bureau 's incorrect information about my credit profile. Can the CFPB please assist with this matter? 

I am going to continue my dispute with the three bureaus and will attempt to contact Nelnet yet again about this issue, but I don't think it's right for them to expect consumers to sit on hold for excessive periods of time without the option of receiving a call back to try and get them to fix incorrect information.

Company response to consumer: Closed with explanation