Consumer complaint received 2018-09-30
Company: Nelnet, Inc.
State: MI
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:
My student loan servicer, Nelnet, has failed to accurately and completely report data to the major Credit Reporting Agencies ( henceforth referred to as CRA ) ; XXXX, XXXX, XXXX, and XXXX, as required by 623 - 15 U.S.C. 1681s-2. Several attempts to rectify this issue through both the normal customer service channels, as well as by directly contacting Nelnet, Inc executives has been fruitless as I have been completely ignored. Due to this, my credit score has dropped by several hundred points through absolutely no fault of my own. 

I have been ripping my hair out trying, for months, to get a response from anybody at Nelnet, in order to correct this inaccurate reporting, and have been completely ignored ( or refused to be talked to ) every single step of the way. 

As of today, XX/XX/2018, Nelnet is still reporting to the CRAs that my student loan as late each month, despite being paid off in full ; in fact, Nelnet actually owes me a little over {$2.00} as I overpaid on my final payment. 

A final attempt to contact the following entities on XX/XX/2018 about this inaccurate and incomplete reporting has been completely ignored ; I have received absolutely no response from any of the below entities who were sent my letter : XXXX XXXX, President, Nelnet , Inc. ; XXXX XXXX XXXX, Chief Executive, Nelnet , Inc. ; XXXX XXXX XXXX, Chief Operating Officer, Nelnet , Inc. ;  XXXX XXXX XXXX, Managing Director, Nelnet , Inc. ; XXXX XXXX XXXX, Managing Director, Nelnet , Inc. ;  XXXX General Customer Service Contact : XXXX and XXXX None of the e-mails bounced back as undeliverable, and they were in fact read by all recipients as evidenced by a unique tracking pixel embedded in the e-mail to each recipient. 

Below is a portion of my original e-mail sent on XX/XX/2018, with updates to inform about any changes since the original email was sent. 

To summarize my issue : - I have had over twelve years of flawless on-time monthly payments that were managed by an immediate family member, my mother, since Nelnet kept sending my bills to her for some reason. She would mail in the check, and I would reimburse her. Never once was a payment late, and Nelnet reported the payments accurately until this year. 

- On XX/XX/2018, I received three letters at my personal address, dated XX/XX/2018, in separate envelopes in the mail from Nelnet. They all contained the same information ; congratulating me that my student loan ( Acct # XXXX ) had been paid off in full. The only difference between the three letters was at the top, they stated Loan : 01, Loan : 02, and Loan : 03 respectively, just above the body of the letter. 

- After receiving the above-mentioned letters stating that my student loan was paid off in full, I did not receive ANY further communication from Nelnet until XX/XX/2018. 

- Despite being paid in full, Nelnet began reporting the loans as late each month to the four major CRAs. 

- Attempts to figure out what was going on and rectify this situation through the normal customer service channels failed, as no matter who I spoke to, and despite providing my social security number, drivers license number, account number, as well as other identifying information, I was repeatedly told that my information did not match what was in their records, and they would not speak to me further. 

- On XX/XX/2018 I received the first communication from Nelnet since the above-mentioned letters I received on XX/XX/2018. This communication arrived in the mail, and was a bill for {$270.00}. 

- Questioning the accuracy of this bill, since I had previously received the letters stating that my student loans had been paid off in full, I once again attempted to contact customer service. I was once again told that they could not speak to me since my information did not match what they had on file. I could not create an online account on the Nelnet website either, as my information did not match our records ( attached below ). Calling the phone number it said to call, I was told the same thing. 

- On XX/XX/2018, completely frustrated with Nelnet, I wrote a check ( dated XX/XX/18 ) for {$270.00} and immediately mailed it via certified mail. The check was received by Nelnet on XX/XX/2018 according to the United States Postal Service. 

- Nelnet did not cash the above-mentioned check for {$270.00}, which they received on XX/XX/2018 until over a month later, on XX/XX/2018. I have attached the cancelled check below. 

- On XX/XX/2018, I received another statement that I still owed {$2.00} on my student loan. I immediately wrote a check for {$4.00} and mailed it via certified mail on XX/XX/2018. Nelnet received this check on XX/XX/2018. 

- The above-mentioned check was not cashed by Nelnet until XX/XX/2018 ; a little over a month after they received it. I have attached the cancelled check below. 

- Even after cashing both of these checks, Nelnet continues to report my student loan as late to the four major CRAs as of today, and is still reporting an outstanding balance of {$2.00} on my credit reports ( XXXX attached below ) with the latest update occurring on XX/XX/2018 according my credit monitoring service, dropping my credit scores by an additional 49 points on average. 

- This account, XXXX, has never been paid late throughout the entire life of the loan. All lates being reported are strictly the fault of Nelnet reporting inaccurate information, and/or taking over a month to cash and apply payments to the account after they have received them. 

At this point, I request that Nelnet act in good faith and within fourteen ( 14 ) days, make me whole by removing any and all late or derogatory marks they have reported to the four major CRAs, as well as update the balance to be correct ( which should be $ XXXX ), and close the accounts. Please send me, via mail, confirmation that these actions were taken within fourteen ( 14 ) days. As it currently stands, Nelnet is currently in willful violation of the standards set forth under the Fair Credit Reporting Act 15 U.S.C. 1681s-2, Section 623. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Michigan XXXX

Company response to consumer: Closed with explanation