Consumer complaint received 2025-07-10 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: NY

Complaint narrative:
Attached below is the original request. Let me rephrase here i am not seeking a good will request i am seeking an amendment or correction to the credit reporting due to the failure or a technogicial issue on Nelnets student loan portal. This was believed to be on auto pay and has failed to process the auto pay enrollment. I have spoken to numerous reps that have been unhelpful. I am seeking a Nelnet Error correction and have found out through the employee i spoke to this is possible, This has indeed caused hardship to me due to the negative consequences of the inaccurate reporting. My payment history speaks for itself and this 8x delinquency on these accounts is infact erroneous and due to a MISTAKE or TECHNOLOGICAL error on the website. I am believing that nelnet does not want to honor my request and keep putting this off in bad faith, This is not looking for anything out of the fair lending- This is me simply stating Nelnets system had failed when I attempted auto debit and There is no way to deny that. It has led to massive consequences in my financial picture and now is hurting me for home purchasing potential all from a mistake on the website. PLEASE ASSIST IN NELNET CORRECTING THIS AS AN ERROR ON THEIR END NOT A GOOD WILL ADJUSTMENT I am filing a complaint regarding the reporting of multiple 90-day late payments on my federal student loans serviced by Nelnet. These negative marks have significantly harmed my credit, despite my long-standing payment history and an honest mistake stemming from Nelnets auto-debit system. I had believed to have auto-debit set up for my student loans and believed the payments were processing as expected. Unfortunately, there was a failure in the system, and no clear notification was provided to alert me that payments were not going through. I was unaware of the missed payments until Nelnet reported eight separate 90-day delinquencies to the credit bureaus, due to the structure of my loan being split into multiple tradelines. When I became aware of the issue, I acted immediately to bring my loans current. I contacted Nelnet and explained that the failure to pay was unintentional and due to what appears to be an auto-debit system error. I also raised concerns about a lack of timely or effective communication that could have helped me avoid these credit impacts. Nelnet reviewed my request and denied any responsibility or removal of the late payment remarks. I then filed a dispute with the credit bureaus, but the negative marks remained unchanged. I am now requesting that the CFPB help review this situation. I am asking that Nelnet remove these delinquencies from my credit reports as a one-time goodwill adjustment, given the unusual circumstances and the disproportionate harm this has caused. This seems to be a technological error on Nelnets end. My credit score dropped over XXXX points, despite this being my first and only significant credit issue. I am a responsible borrower with a strong credit history and am doing everything in my power to correct this situation. I would greatly appreciate the CFPBs support in encouraging a fair resolution.

Company response to consumer: Closed with explanation