Consumer complaint received 2018-11-30
Company: Nelnet, Inc.
State: GA
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:
Nelnet Continues to report my account past due. They are reporting 180+ days past due on credit causing financial stress and denials for credit for me and my family. I have on numerous occasions tried to resolve this issue with them. Now I am receiving collection calls & letters from Department of Education debt collectors. I have made over 20 calls to NELNET in the month of XXXX and continued to get the run around. I find it peculiar that in my initial complaint I submitted to CFPB for Nelnet, I did NOT include that I sent over emails and also didn't state how many email I sent. However, in XXXX XXXX ( Nelnet ) response she stated that they didn't receive the 3 emails that I did send over.

In response to their request, I have sent my over documents and have received the run around from NELNET since XXXX. Once I submitted all documents as requested they continued to say that they weren't receiving them and they are having issues with their email systems saying " sometimes we don't get all the emails. '' Finally, when someone did say they received them he told me it could be MONTHS before the status changes or account reporting is corrected. He did however offer to get on a call with whomever I needed him to, to validate that my account should NOT have been placed in default with the Department of Education! Suddenly I have been receiving emails for payment from NELNET and when I call no one seems to be able to let me know why. They were telling me they don't see why I would be getting a request for a {$50.00} payment and I have been advised to " ignore ''. 

I would like my account reported corrected IMMEDIATLEY and reported to all credit bureaus correctly IMMEDIATELY, as this was at no fault of mine. And I believe NELNET does not want to take responsibility for their actions.

Please see previous correspondences below.

Previous Complaint : Nelnet continues to report my account as past due even though i am in a forbearance and have been for over a year. They are reporting 180+ days past due on credit causing financial stress and denials for credit for me and my family.

Received response from Company, on XX/XX/XXXX. Dear XXXX XXXX : Thank you for your inquiry regarding your federal student loan account serviced by Nelnet. Your concern, as we understand it, is we continue to report your account as past due even though your loans are in a forbearance and have been for over a year. A review of your account shows that we did not receive your email requests for a forbearance. In order to further research your account, we request you submit a complete copy of the three emails sent to us requesting a forbearance. Please include the top header of the email with the full information, including the email address the request was sent from, the email address it was sent to, and the full time date stamp showing when the email was sent. You can forward your emails to XXXX, and please include your Nelnet account number on them. Without additional research into your account, the credit reporting on your loans is not eligible to be updated. Your loans became delinquent on three occasions when payments were not received or postponed. We contacted you by postal mail, electronic correspondence, text, and phone without resolution for the delinquency on your account. Delinquent reports were submitted to the consumer reporting agencies ( CRAs ) for each month between : XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX Your loans defaulted on XX/XX/XXXX, and were transferred to the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ) for servicing. XXXX can be reached at XXXX for any concerns about your loans. In accordance with the terms of your promissory note, the data furnishing requirements of the Fair Credit Reporting Act ( FCRA ), and the Consumer Data Industry Associations ( CDIA ) reporting guidelines, we must report data that is accurate and truly represents the status of the account. Because we found the reports made to the national consumer reporting agencies to be an accurate reflection of your account at the time, the reporting will not be removed or adjusted. We hope you find this information helpful. If you have questions, please visit Nelnet.com or call us at XXXX from XXXX XXXX to XXXX XXXX ( Eastern ) Monday Friday and XXXX XXXX to XXXX XXXX   Saturday, or email XXXX. Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation