Consumer complaint received 2023-05-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a credit reporting company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Nelnet, Inc.
State: AL

Complaint narrative:
Dear Department of Education, I am writing to urgently request your assistance in rectifying the late payments associated with the following accounts : XXXX, XXXX, XXXX, and XXXX. I humbly implore you to consider the extraordinary circumstances that led to these payments being delayed, as they were beyond my control and caused immense distress for my family. 

Several months ago, we experienced a catastrophic event that turned our lives upside down. A devastating natural disaster struck our community, leaving destruction and chaos in its wake. Our home was severely damaged, rendering it uninhabitable, and we were forced to evacuate with only the clothes on our backs. 

During this time of upheaval, my family faced overwhelming challenges and emotional turmoil. We were displaced, living in temporary accommodations while struggling to rebuild our shattered lives. The chaos and uncertainty made it impossible to attend to financial matters promptly, including the payments associated with the aforementioned accounts. 

Despite our best efforts to communicate with the relevant parties and explain the extenuating circumstances, the late payments were recorded on my credit history, casting a dark shadow over our future. I understand the importance of financial responsibility, and I deeply regret that these circumstances led to delayed payments. However, I firmly believe that compassion and understanding are warranted in situations as exceptional as ours. 

I am now at a critical juncture where obtaining a mortgage is essential for providing stability and security for my family. However, the presence of these late payments on my credit report severely hampers my ability to secure the necessary financing. The weight of this burden is unbearable, as it threatens to undermine our efforts to rebuild our lives and create a safe haven for my loved ones. 

I humbly beseech you to consider the unique circumstances we faced during the aftermath of the natural disaster. I implore you to exercise your discretion and compassion by removing these late payments from my credit history. By doing so, you would offer a glimmer of hope amidst the devastation and grant my family the opportunity to regain our footing and create a brighter future. 

I understand the challenges faced by the Department of Education and the importance of maintaining accurate records. However, I believe that true empathy lies in recognizing the human aspect behind these accounts. We are not simply numbers on a screen but individuals who have endured unthinkable hardships and are striving to overcome them. 

I kindly request your prompt attention to this matter, as time is of the essence. The urgency and gravity of our situation can not be overstated. I implore you to consider the exceptional circumstances we faced and take immediate action to remove the late payments from my credit history. 

I eagerly await your response and sincerely hope that you will extend your understanding and assistance. The future of my family hangs in the balance, and your intervention can make all the difference. 

With heartfelt gratitude and renewed hope

Company response to consumer: Closed with explanation