Complaint sub-issue: Having problems with customer service

On XXXX XXXX, XXXX, my father, called Nelnet and spoke to XXXX ( No last name provided ) to apply for forbearance on a loan on which I am co-signer. He explained his current financial situation and inability to afford payments, stating that he was in need of a payment plan based on his income. Nelnet agreed to send physical documentation to begin this process, but never followed up. They never sent ANY documentation. This was the first time I 've ever dealt with a financial institution so irresponsible in dealing with a customer who is willing to pay and work with them on their terms despite his monetary issues. My father called again on XXXX XXXX, XXXX to ask for the same assistance and spoke to XXXX ( No last name provided ) to request forbearance due to inability to make payment. NO documentation was sent to my father, again. Finally, the 3rd time he asked for help from a friend, since he did n't know how to use the computer or internet. He applied for the Forbearance on XXXX/XXXX/XXXX which was immediately approved by XXXX/XXXX/XXXX. Throughout all this, they made no attempt whatsoever in contacting me, as the co-signer, before reporting delinquency to the credit bureaus. On XXXX XXXX, XXXX, the account was considered delinquent, and on XXXX XXXX, XXXX, it was reported to the credit bureaus. I never received any type of notifications that there was any issue with the account. There is no email, no phone call, no correspondence sent to me during all of this. We got on the phone with a manager, XXXX ( No last name provided ), of Nelnet and he was unable to provide phone recording for call made on XXXX XXXX, XXXX. Again, there was not even the slightest intent in solving this issue, despite their earlier shortcomings. We requested forbearance twice on XXXX/XXXX/XXXX and XXXX/XXXX/XXXX and Nelnet did not process it. On XXXX XXXX, XXXX, Nelnet added a 90 day late onto XXXX showing that we unwillingly did not make any payments. This is completely not the case. Now my father 's credit and my own has affected heavily. Our credit scores have dropped a whopping XXXX points. Since I turned XXXX XXXX XXXX, I have efficiently and carefully built my credit scores up to XXXX. I have NEVER had a late payment. I 've never missed a payment on any of my accounts, and I have had numerous loans with Nelnet and NEVER been late. There is no reason why we would n't comply with payment ; my payment history demonstrates that. My father reaching out, not once but three times, in order to work it out shows that. On XXXX/XXXX/XXXX my father gave up waiting for any correspondence from Nelnet, so the 3rd try, my father contacted Nelnet, through the internet, with help from a neighbor, since he is n't computer literate. XXXX was able to apply for the Forbearance, which was approved instantly on XXXX/XXXX/XXXX. My father, XXXX, had to reach out for help since he was n't receiving any communication back from Nelnet through the mail as the representatives told him on XXXX separate occasions to expect. After dealing with Nelnet and seeing the way they have responded, I do n't know where to turn. Please help me. After researching the law and my rights, I believe, Nelnet illegally reported a 90 day late on our credit reports. My father is from XXXX XXXX which he speaks some XXXX. When we spoke with the representative yesterday, he was very rude and condescending to my father. My father would ask him to repeat the question and the representative was very impatient and disrespectful. I am not sure where to go from here. Please help us or direct us to the correct agency to clear the late off our credit and file a complaint. This is a serious issue.