Consumer complaint received 2025-02-28 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Nelnet, Inc.
State: KY

Complaint narrative:
I am formally filing a complaint against Nelnet regarding a XXXX late payment that was reported on my credit report due to a loan servicer transition issue. 

My student loans were transferred from XXXX XXXX to Nelnet on XX/XX/XXXX, during the federal relief period. When payments resumed on XX/XX/XXXX, I unknowingly made multiple payments to the wrong servicer, XXXX XXXX, believing my loans were housed there. These payments were made in good faith and within the appropriate timeframe, yet because they were misapplied to the wrong servicer, Nelnet reported a XXXX delinquency to the credit bureaus. 

I have been a responsible borrower for over XXXX XXXX, maintaining an excellent credit history and always keeping my accounts in good standing. This delinquency was not a failure to pay, but a clear misallocation of payments due to servicer transitions. 

Unfortunately, XXXX XXXX never provided clear guidance outside of an auto-generated email regarding Nelnet as the new provider. I genuinely believed I was making my payments correctly and had no reason to suspect otherwise. 

I have bank statements confirming XXXX payments were made before the XXXX threshold. 

Upon realizing the error from my credit report, I immediately contacted Nelnet to dispute the late payment. 

After a few conversations back and forth with supervisor, XXXX XXXX and providing proper documentation ), Nelnet acknowledged and approved the removal. 

On Wednesday, XX/XX/XXXX at XXXX XXXX XXXX, I received the phone call from, XXXX, stating that they reviewed my case and approved the removal of the XXXX late payment from the credit bureaus. 

On XXXX XXXXXX/XX/XXXX ( XXXX days later ), Nelnet called me again and reversed their decision, stating that they could not remove the late payment. 

I was escalated to a XXXX, XXXX, to whom I requested a written explanation for this sudden reversal, but Nelnet refused to provide one. 

I also asked them to pull the call recording from XXXX, but they claimed they had no record of the outbound call despite the fact that I have a log of the inbound call on my phone for verification. 

Nelnets misrepresentation and lack of accountability have caused a XXXX drop in my credit score, despite my XXXXXXXX XXXX of perfect payment history. 

This was not a case of non-payment, but a servicer transition error that led to misapplied payments. Nelnet verbally approved the removal of the late payment, then reversed that decision without accountability. They refused to provide a written explanation for their reversal and denied having a record of the call, even though I can prove it occurred. This unfair late mark is severely impacting my financial stability and ability to secure credit. 

I formally request that the CFPB investigate Nelnets handling of this issue and require them to remove the XXXX late payment from my credit report. Nelnet must be held accountable for misleading information provided by their representatives and their failure to document their decision reversal. 

I have attached : - Bank statements proving my payments were made before the XXXX threshold. 
- A call log proving Nelnets outbound calls regarding the removal decision. 
- Nelnet 's auto-generated email received - that does not outline they reversal decision nor any information regarding this complaint. 

Thank you for your time and attention to this matter!

Company response to consumer: Closed with explanation