Consumer complaint received 2019-03-08
Company: Nelnet, Inc.
State: TX
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: Problem with personal statement of dispute

Complaint:
In XX/XX/XXXX, the 3 credit agencies show that Nelnet reported a 90 late payment which was affecting my credit score. However, on my credit reports for XX/XX/XXXX through XX/XX/XXXX, Nelnet had reported okay for no late payments, but in XX/XX/XXXX it has 90 listed. If I was okay for XX/XX/XXXX through XX/XX/XXXX, then how could there by a 90 listed in " only '' XX/XX/XXXX? 

I had previously discussed with Nelnet by telephone and they assured me that it would be removed if I applied for the forebearance they would retract it. Nelnet received my forbearance request on XX/XX/XXXX per verification I received via email by Nelnet MMA Administration. I was unaware that it was not fixed back then until I applied for a mortgage loan recently and it showed up on my credit. I spoke to XXXX with Nelnet on XX/XX/XXXX and he advised that I send Nelnet an email stating the above and attach documents and this would help my situation to have it removed " again ''. I attached the proof of what Nelnet had posted on my credit report, and the derogatory summary that was listed on my credit  report. XXXX XXXX with Nelnet sent an email stating that it was resolved and it was accurate and valid less then 24 hours, which tells me they didn't even take the time to review. They also mentioned they did not do a goodwill credit adjustments. 

On XX/XX/XXXX, I contacted the Ombudsman for Nelnet to look into this since Nelnet customer service for had not been any help. I had been dealing with XXXX XXXX with Nelnet but somehow I was never able to speak to her. Everytime she called me, somehow it never came through, so that I could speak to her. When I received the email stating that XXXX XXXX called me but she was unable to reach me, I responded by email to keep a paper trail. I did call her back and kept getting customer service because XXXX XXXX was unavailable. I did speak to XXXX with Nelnet and she was the only one that tried to assist me. XXXX stated that it would be removed because of the bankruptcy and that they should not have been collecting from me in the first place, so I assumed " again '' that it was done. I sent the information about my husband and I filing a Ch. XXXX bankruptcy on XX/XX/XXXX and at the time of the filing copies were mailed to Nelnet. At the time of the filing, I was in constant contact with Nelnet giving them information to keep them well informed of what was happening. Throughout this process of the bankruptcy, we  converted to a Chapter XXXX on XX/XX/XXXX and Nelnet was also notified by the court and myself. On XX/XX/XXXX, I  received a call from XXXX with Nelnet stating that the " Claim 's department '' said they were still not going to remove the late posting from the credit agencies because it stands and there was no reason to move it. 
/I asked XXXX to file a complaint with Nelnet . On XX/XX/XXXX, I received an email from XXXX XXXX that they were going to close my case because basically none of the information I provided was good. She never called me back to discuss and nothing was removed from my credit. If the others were in forebearance, this one should be there as well. 

My son was attending XXXX XXXX University, then that same year attended XXXX in XX/XX/XXXX in which Nelnet was also aware of because they had the paperwork in hand. XXXX closed and so now Nelnet is unable to verify my son 's attendance at the school, which is not an excuse for them not to remove the 90 day late pay. 

I have provided all verification to Nelnet and I have done nothing wrong but always keep them informed of my finances. I have multiple loans with Nelnet and they flagged the others in forebearance except this one that was left out by mistake and now I am suffering credit wise because of Nelnet. I applied for a mortgage loan and do not qualify for it because of this one credit issue that has declined my credit score. All they have to do is remove it and I am assuming they will not because then it will admit to their mistake. This is why I am filing this complaint against Nelnet and all I am asking is for them to remove the late posting to the 3 credit agencies.

Company response to consumer: Closed with explanation