Consumer complaint received 2023-09-28
Company: Nelnet, Inc.
State: NY
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
On XX/XX/XXXX, I called XXXX to ask about an incorrect balance and account status being reported for my educational loans, which were forgiven by the US government on XX/XX/XXXX. Nelnet, the servicer of my federal student loans, notified me by email of their intention to report a {$0.00} balance and Paid in Full status to all three credit agencies by XX/XX/XXXX. In very short order, my XXXX and XXXX credit files both reflected these updates, and my credit score was positively impacted with those two agencies. I called XXXX many times over the next two weeks to ask when I should expect to see this information updated with them, but on XX/XX/XXXX, I was told that from XXXX 's side it looked like Nelnet hadn't made an update and that I had to file a dispute. Although Nelnet confirmed over the phone that they had, in fact, made that update with XXXX on XX/XX/XXXX, I did go ahead and file a dispute with another XXXX representative on XX/XX/XXXX. Because I have an upcoming need for financing that will pull a report from XXXX ( through XXXX ), I was hoping that the dispute would lead to a faster resolution. After almost two weeks, I called back ( on XX/XX/XXXX ) to ask for an update and, after a ton of unpleasant runaround and robotic call handling by minimally trained representatives, I was informed that I could upload supporting documentation on XXXX 's website at XXXX : XXXX. Because I have actual PDF letters from Nelnet stating that my account has been at a {$0.00} balance and Paid in Full status since XX/XX/XXXXXXXX I thought that would be a great way to expedite the update of my XXXX file with accurate account information. Unfortunately, the website doesn't work at this time. I did some internet searching and found that many other consumers were reporting problems with this site and that it has a bad reputation for not functioning. When I called XXXX again on XX/XX/XXXX, I asked multiple representatives to please help me go outside of standard protocol to get my account updated and to provide me with another way to get my letters showing proof of a {$0.00} balance to XXXX, such as by email attachment, for example. I was informed that the only other way to provide documentation supporting my claim was by US mail. I have a procedure coming up on XX/XX/XXXX for which I need to seek financing through XXXX, who uses XXXX to determine credit eligibility. The deadline to apply for that financing is XX/XX/XXXX. With this in mind, it's too late to use the very slow US mail system to supply this documentation. My compliant is that I feel that my ability to use my credit for its intended purpose to seek financing through a credit provider has been jeopardized because XXXX is not providing consumers with very basic, functional means of communicating and file sharing with them. Email communication with file attachments is ubiquitous across the world in XXXX, and XXXX should be required to permit email as a way to support consumer credit file disputes. 

Attached : Two {$0.00} balance/ paid in full letters from Nelnet, and an email from Nelnet stating their update to credit agencies on or before XX/XX/XXXX.

Company response to consumer: Closed with explanation