Consumer complaint received 2019-01-08
Company: Nelnet, Inc.
State: FL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
Background On XX/XX/2018 I was laid-off from my place of employment. 
On XX/XX/2018 I called my student loan provider, Nelnet, to advise of my lay off and also obtain information on how to suspend my student loan payments. The lay-off was not expected ; thus, I wanted to ensure all of my creditors were aware and that I covered all bases. During the conversation with Nelnet the agent asked me a series of questions and then advised that I would have to re-certify and provide that my income was now at {$0.00}. The agent advised that he would email me information on how to do this. ( emails sent by Nelnet have been attached for reference ; Attachments 1 and 2 ) On XX/XX/2018 I was still confused on the process. I could not understand where on any of the links/documents they sent I would show {$0.00} income, thus, I called Nelnet again  for more information. 
o On this phone call, the agent said I could opt for the re certification online to make things easier. She gave me the website and I logged on to begin the process. 
o When I logged in online the form asked me for proof of earnings or my IRS/income tax documents. These documents would not show my lack of income. Instead, they would show what I was previously making. This information seemed incorrect to me. 
On XX/XX/2018 I called back and spoke to an agent that advised that if I was recertifying with no income, that I would have to fill out the IDR Plan Request Form and opt for No under Question 12 : Do you have any taxable income? This would cover it. 
On XX/XX/2018 I emailed the IDR Request form to Nelnet.

I did not hear back from Nelnet for over a month so I called them on XX/XX/2018 to inquire about the processing of my form. They claimed they had not received the form and that I should re-send for processing. 
On XX/XX/2018 I sent the form for Nelnets review. 
Again, over a month had passed without change on my account by Nelnet so I called them on XX/XX/2018 to inquire about the form. 
o The agent advised that he could see the form in my account. When I asked why it had not been applied/processed he could not give me a clear answer. He put me on hold to investigate the account. He then asked me a series of questions and then stated that I was granted an administrative forbearance. With this forbearance, I would not be expected to make payments on my account and he advised that my account would be updated. 
In XXXX I received a call from my credit card company saying they were reducing my credit limit due to my recent credit scores. 
I began to investigate and found that Nelnet had reported to all credit bureaus that I was 90 days past due/delinquent on my payments. 
I logged into my account and noticed that the forbearance was applied from XX/XX/2018, although I was advised by a Nelnet agent that once approved, changes in my account would be retroactive to XX/XX/2018. 
I called Nelnet to dispute this and after their own investigation they found that their reporting to the credit bureaus was substantiated.

Issues 1. Nelnet is claiming that I was 90 days delinquent on my account although I called them and advised on XX/XX/2018 of my change in financial status. 
2. Nelnet advised me that my account would be updated as of XX/XX/2018. They never urged me to make payments during this period. 
a. On Nelnets website it specifically states, Forbearance resolves any delinquency on your account ( Attachment 3 ) 3. I sent the IDR Request forms to Nelnet on XX/XX/2018 and XX/XX/2018. Even if they did not receive the forms on XX/XX/2018 they have claimed to receive the forms on XX/XX/2018 and action was not taken on my account until I called on XX/XX/2018. The forms they emailed me on XX/XX/2018 ( Attachment 1 ) state that Nelnet would have a resolution within 15 business days. XX/XX/2018 to XX/XX/2018 surpasses 15 business days.

4. My account was current and paid up through XX/XX/2018. Nelnet applied the administrative forbearance on my account as of XX/XX/2018. Even if they were correct in doing so and starting my forbearance from XX/XX/2018, this is not 90 days of delinquency. XX/XX/2018 to XX/XX/2018 is 61 days. From XX/XX/2018 when my first payment ( after my lay-off ) would have been due, to XX/XX/2018 when I made my last call to Nelnet that my account was updated doesnt even add up to 90 days. This did not span to 90 days.These points show cause that Nelnet did not properly process my requests or account during these 60 days.

Company response to consumer: Closed with explanation