Consumer complaint received 2025-11-21 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Nelnet, Inc.
State: CA

Complaint narrative:
This response from Nelnet is factually incorrect and does not address the evidence. I am requesting the CFPB reopen and escalate this investigation. 

Nelnet states that no evidence exists that I requested or received deferment prior to the delinquency reporting. This is objectively false. 

Attached is the official XXXX documentation showing that my loans entered a XXXX  XXXX XXXXapproved deferment beginning XX/XX/XXXX. 

Additionally : XXXX, the current servicer, confirmed my deferment start date as XX/XX/XXXX. 
XXXX confirmed I owe no payments until XX/XX/XXXX. 
I have PDFs from XXXX and screenshots showing deferment effective XX/XX/XXXX, long before the dates Nelnet reported me XXXX  days delinquent. 
These delinquency reports are therefore inaccurate, unlawful, and must be corrected under FCRA 623. 

Nelnet refuses to correct its own documented servicing error. They claim that the reporting was accurate at the time, but FCRA requires corrections when new information shows that prior furnished data was inaccurate. 

I am attaching : XXXX loan summary showing deferment XX/XX/XXXX XXXX loan page confirming deferment XXXX loan page confirming deferment XXXX communication confirming deferment start Experian screenshots of continued inaccurate late marks I am requesting CFPB to : Escalate this to a supervisory investigator Require Nelnet to correct the inaccurate late payments ( XXXX XXXX ) Require Experian to update the file accordingly Nelnets claim that they see no evidence is contradicted by official federal records. Their refusal to correct the error violates FCRA 623 ( a ) ( 1 ) ( A ) and ED servicer requirements. 

XX/XX/XXXX : I contacted Nelnet to request deferment. At that time, I qualified under XXXX separate deferment categories : Disaster-related deferment due to the XXXX XXXX XXXXXXXX deferment ( I lost my job as a direct result of the fire ) Economic hardship/public benefits deferment ( I was approved for SNAP ) I submitted all required documentation. Nelnet later informed me that they lost my documents and instructed me to resubmit them. I did. 

XX/XX/XXXX : Nelnet requested further proof that the XXXX XXXX was a federally declared disaster. I provided : XXXX disaster declaration Presidential disaster declaration signed by XXXX XXXX XXXX Governors emergency order Proof of SNAP benefits ( public assistance ) Despite receiving these documents, Nelnet failed to process or apply the deferment. 

XXXX XXXX : Nelnet failed to process my deferment request and instead continued to report my account as XXXX  days late. These late payments occurred only because Nelnet did not apply the deferment I qualified for and submitted documentation for multiple times. 

XXXX / XX/XX/XXXX : My loans were transferred to XXXX. XXXX immediately confirmed my deferment start date was XX/XX/XXXX, and informed me that I owe no payments until XX/XX/XXXX. 

Present : XXXX clearly shows my loans in deferment effective XX/XX/XXXX, which proves Nelnet should not have been reporting late payments at any time after that date. 
Nelnets CFPB response incorrectly states that they found no evidence of deferment prior to delinquency reporting, which contradicts : XXXX records XXXX servicing records My submitted documentation Disaster declarations SNAP benefit proof Hardship & unemployment status Recorded Nelnet calls I am requesting correction of all late-payment data reported between XXXX and XX/XX/XXXX, as these were caused by Nelnets failure to process my deferment, despite multiple qualifying circumstances and submitted documentation.

Company response to consumer: Closed with explanation