Consumer complaint received 2026-04-11 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: CO

Complaint narrative:
UPDATED CFPB COMPLAINT AGAINST NELNET Subject : Improper Processing, False Statements, Unauthorized Consolidation, Failure to Investigate, and Mishandling of Federal Student Loan Account XXXX. Summary of the Issue I am filing this complaint because Nelnet mishandled my federal student loan account, provided inaccurate and contradictory information, processed actions without my consent, and failed to investigate the accuracy of the school and loan data associated with my account. XXXX actions contributed directly to the improper consolidation of fraudulent loans, the misassignment of my school, and the failure to acknowledge my XXXX XXXX discharge. XXXX. XXXX Missing Information Letter Contradicts Their Actions On XX/XX/XXXX, Nelnet sent me a letter stating they could not process my incomedriven repayment ( XXXX ) application because they were missing information. The letter clearly states : they lacked required documentation they could not proceed the request would be cancelled if information was not provided I reasonably believed the process was halted. Despite this written notice, Nelnet proceeded with actions that contradict their own letter. XXXX. Nelnet Processed Consolidation Without My Consent Despite telling me they could not proceed, Nelnet : continued processing the consolidation file allowed the consolidation to be completed transferred the loans to XXXX treated fraudulent XXXX XXXX XXXX XXXX XXXX legitimate ignored my Borrower Defense discharge failed to notify me of the consolidation completion This is a procedural violation. XXXX does not consolidate loans without borrower authorization, and consolidation should not occur after a discharge. XXXX. XXXX Actions Directly Conflict With Aidvantages Documentation Aidvantage sent me a letter dated XX/XX/XXXX, stating : This contradicts XXXX XX/XX/XXXX letter claiming they could not process my application. This inconsistency indicates : Nelnet processed actions they claimed they could not process Nelnet allowed a consolidation to proceed without required documentation Nelnet failed to halt the process despite their own written notice Nelnet failed to notify me This is improper servicing. XXXX. False Statements Regarding School Identity and XXXX XXXX Nelnet continued to treat XXXX XXXX XXXX XXXX XXXX originating school for my loans, despite the fact that I never attended this institution. Nelnets servicing actions relied on XXXX false claim that XXXX XXXX restructured and rebranded into XXXX and that XXXX assumed XXXX school code. This statement is factually incorrect. XXXX XXXX collapsed in XXXX under federal investigation and did not restructure into XXXX. XXXX was created by XXXX XXXX and is not a successor institution. By accepting and acting upon this false school assignment, Nelnet failed to investigate the accuracy of the loan origin, failed to verify the legitimacy of the school data, and contributed to the improper consolidation and misreporting of fraudulent loans. XXXX. Nelnet XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX discharge was completed on XX/XX/XXXX. Nelnet : did not acknowledge the discharge did not correct the loan status did not notify me did not report the discharge to the credit bureaus continued processing repayment and consolidation actions after the discharge This is a violation of accurate servicing and reporting obligations. XXXX. XXXX Actions Contributed to Inaccurate Credit Reporting Nelnet verified inaccurate information to Experian despite : evidence of the wrong school evidence of the discharge evidence of improper consolidation evidence of contradictory servicing actions This constitutes failure to conduct a reasonable investigation under the Fair Credit Reporting Act. XXXX. Requested Resolution I am requesting that the CFPB require Nelnet to : XXXX. Provide a full explanation of why they processed a consolidation after issuing a missing information notice. XXXX. Remove any consolidation actions that were processed without my consent. XXXX. Correct the school assignment to reflect my actual attendance at XXXX XXXX XXXX XXXX ). XXXX. Correct all loan records to reflect my Borrower Defense discharge dated XX/XX/XXXX. XXXX. Correct all credit reporting and remove any inaccurate information previously verified. XXXX. Provide a written explanation of how contradictory actions were taken despite their own written notice stating they could not proceed. XXXX. Conduct a full investigation into the improper processing and contradictory documentation. These actions are necessary to correct the inaccurate servicing history and ensure compliance with federal regulations.

Company response to consumer: Closed with explanation