Consumer complaint received 2018-02-02
Company: Nelnet, Inc.
State: NY
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I emailed a good will letter on XX/XX/XXXX upon seeing my credit report reporting lates. I again sent in information on XX/XX/XXXX and XX/XX/XXXX. I spoke on the phone XX/XX/XXXX to which I was told unless I was in school or in deferment or in military lates can not be removed. Upon further investigation, I learned in XX/XX/XXXX when I first was reported I was techically at my 6 month forbearance ( I was in school until XX/XX/XXXX ). So my XX/XX/XXXX late was inaccurate being I was at my 6 month at that point. I was told today this was removed ( XX/XX/XXXX ). I was also late in XX/XX/XXXX when I left my home with only my clothing on my back and my car. I was in a homeless shelter for dv victims. I was in and out of court fighting for sole custodial of my children. I remember having a call when I was at XXXX to which placed me in a forbearance once again ( I was on PA with no income ) and was specifically told it will remove ALL lates and put me current. I have verified it was a administrative forbearance to which is eligible to back date up to a year. My PA was {$500.00} a month, {$400.00} which went to rent. I had no income. I did send all this proof in to them and they refuse to fix their mistake. Now in XX/XX/XXXX, I was again called, I went on a economic forbearance to which I had to fill out papers and send in stubs. I completed this, made copies and sent it in. I have since learned send things all certified being Im told by them this was not received but yet I never got them back. I just now learned about this! That year in XX/XX/XXXX we were on food stamps. My husband was on unemployment and I just had a baby going threw major medical problems. But I know this was completed and mailed. My husband even recalls this. Now Im told it was never received but never came back and I had another administrative forbearance placed. I was never called when it was not received! I am just beyond upset. I am now on IBR in which I went on in XX/XX/XXXX and completed it early this year ( not due til XX/XX/XXXX and already done ). I just want what I was told to happen. I want my lates removed as I was told over the phone and want to know where those papers went being they were never returned.

I was told today the XX/XX/XXXX was removed but no others. This  makes me more upset being I was told this would fall off my reports XX/XX/XXXX ( 7 yrs from first default ) and now with it removed it sits for two more years if they do not fix their XXXX ups. Its not right when Im in a shelter, fighting for my kids, going threw a divorce, was told my account was current to hear now, it was never corrected to current with no lates and only way if I was in school or military. Thats the last thing on my mind at that point. I needed a home, I needed to get my kids away from my ex. Not join the military or attend school. I know what I was told. This was the only loan that I had during XX/XX/XXXX that needed a new deferment. I know for a fact that paperwork was done in XX/XX/XXXX and my husband remembers it. We sent in his stubs and our tax return. That was the first year we did not claim my step daughter and placed a note with it that we no longer claim her but we do have a infant now we will be claiming the following year. Please not
e I am marked late XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX but had the forbearance in XX/XX/XXXX in which was told backdated the two months in addition to XX/XX/XXXX yet marked late the same month the forbearance went thru.

I was also marked late XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX/XX/XX/XXXX. These papers I was told was not received was sent prior to the XXXX of my son in XX/XX/XXXX. I was on XXXX XXXX due to XXXX XXXX and know for a fact this was taken care of. The drs has concerns with me XXXX and XXXX so we ensured we did what we can prior to XXXX in case something did go wrong and I was in rough shape for awhile.

Company response to consumer: Closed with explanation