Consumer complaint received 2020-01-08
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: Nelnet, Inc.

Complaint:
One parent plus loan was opened in XX/XX/XXXX for one of my children at the start of collegiate studies. This loan was to have been paid by my former spouse at the closing of the home we owned jointly. However, that apparently did not occur and some years later I was contacted by the US Dept of Education and told it was still open and now attached to me. I made payment arrangements, despite it being a hardship. I was later granted total and permanent XXXX by Social Security XX/XX/XXXX and, at that time, XXXX NJ began monitoring my ability to obtain and/or maintain gainful employment. After the three-year monitoring period it was found I was not. The loan was in forbearance during the monitoring period. I was subsequently offered, and granted, loan forgiveness by the US Dept of Ed due to total and permanent XXXX in XX/XX/XXXX. At that time, I was informed the loan would be transferred to NelNet for monitoring.  Since I was already at full retirement age, and deemed totally XXXX, I do not know why this monitoring was undertaken at all. However, I cooperated fully with followup notification from Nelnet ; the only followup received being the following year, XX/XX/XXXX, when I received a post-discharge monitoring form, which I completed and returned with the requested information. I heard nothing further from Nelnet. However, the following year I began to receive notice of delinquent payments through credit monitoring. It took a great deal of time and effort to finally reach someone at Nelnet. When I did, the woman with whom I spoke ( in XX/XX/XXXX ) said the delinquent reporting was in error and would be corrected. I again heard nothing further from Nelnet, but in XX/XX/XXXX the account began to again be reported as delinquent via credit reporting. It must be noted that this one account is completely misrepresented as five accounts, reflecting closing dates of XX/XX/XXXX for US Dept of Ed and Nelnet respectively, and XX/XX/XXXX for US Dept of Ed and Nelnet respectively. The fifth entry shows it being open, with the highest balance the same as the closing amounts of the four other entries, as it is of course the very same one loan, but with a significant amount now added. Although Nelnet has never contacted me since XX/XX/XXXX, I sent income documentation to them following my phone contact with their associate last year ( who said this would no longer be an issue ) and now again this year because they are reporting a long-closed account as open and harming my credit to an extreme degree. Although Nelnet indicates receipt of my very detailed letter and documentation, it is now well beyond the 15-day period they indicate they have to respond. The expiration date for this to be completely resolved is listed on the post-discharge monitoring form as XX/XX/XXXX. We are now more than four months past that date, they have all the information they could possibly require, and this grossly misreported loan as being delinquent must be dealt with and resolved immediately, with full restoration of my credit rating and official notification to me that the manner is fully resolved.

Company response to consumer: Closed with explanation