Consumer complaint received 2025-07-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information belongs to someone else
Company: Experian Information Solutions Inc.
State: GA

Complaint narrative:
Dear XXXX Customer Service, I am writing to formally dispute the status and servicing of my student loan ( XXXX ) currently held by XXXX. Given the recent reports regarding * * federal investigations into XXXX loan servicing practices * *, I am requesting a * * full review * * and * * verification of the accuracy and legality * * of the loans being serviced under my name. 
* * Key concerns include : * * * The validity of interest accrual and balance calculations * The handling of repayment and deferment options * The servicing practices that may have adversely impacted my repayment history or credit * Potential mismanagement of communications, billing, or loan status updates As a borrower, I have the right to request a complete and transparent review of my loan file under the * * Fair Credit Reporting Act ( FCRA ) * * and other applicable consumer protection laws. 
Please consider this a formal dispute and request for : XXXX. A * * detailed account history * * of all payments, interest, fees, and adjustments XXXX. Copies of * * original promissory notes * * and loan agreements XXXX. Confirmation of compliance with XXXX XXXX XXXX servicing standards XXXX. A review to determine whether my loan qualifies for cancellation, discharge, or forgiveness under any available federal program Until this dispute is resolved, I am requesting that any adverse credit reporting related to this loan be suspended and that XXXX refrain from any collection or penalty actions. 
Please respond in writing within * * XXXX  days * *, as required by federal law. If I do not receive an adequate response, I may escalate this issue through the * * Consumer Financial Protection Bureau ( CFPB ) * * and the * * XXXXXXXX XXXX XXXX XXXX * *. 
Thank you for your attention to this matter. I look forward to your prompt and thorough response. 
Sincerely, XXXX XXXX XXXX They replayed with missing information : Dear XXXX, Thank you for contacting us regarding your federal student loan account serviced by XXXX on behalf of the XXXXXXXX XXXX XXXX XXXX ( XXXX ). 

We appreciate your patience while we worked through a backlog of emails. 

Please accept our apology for the delayed response. 



This message is to verify we have received your e-mail and we have updated your contact information. Keeping your contact information updated is vital for us to help you successfully repay your loan ( XXXX ). 



The requested document ( XXXX ) is attached. 



As you make payments on your student loans, its important to understand how those payments are allocated across loan groups. In general, payments are first applied to accrued interest, once accrued interest is paid, the remaining is applied to your principal balance. 

Unless you direct your payments to an individual loan or loan group, the standard allocation method is as follows. Payments are allocated first to any past due groups. Once all groups are up to date, payments are allocated across groups in an active repayment status, in proportion to each groups regular monthly payment amount, less any amount already paid for that month. 

For more information about our standard payment allocation methodology, please visit Nelnet.StudentAid.gov/content/howpaymentsareallocated. 



XXXX reports student loans ( both current and delinquent ) to the national consumer reporting agencies. Nelnets current policy is to report every loan on the last day of the month. 

Borrowers are reported as current if their account has not reached XXXX days past due on the date of the reporting. With regard to delinquent payments, XXXX generally begins reporting that payments are late when a student loan reaches XXXX  days past due. However, XXXX reserves the right to report delinquency at XXXX days or more past due. 

Even if youve missed a student loan payment or had delinquent loans in the past, you may be able to reverse the negative impact over time by making your student loan payments on time. Keep in mind that negative credit reporting can appear on your credit report for up to XXXX years. 



As a federal student loan servicer, it is our responsibility to provide borrowers with up-to-date information on their account, including status updates, monthly billing statements, past due notices, and other account-related communications. We are required to provide certain notices by law. 

If you have questions regarding your borrower rights and responsibilities, you can review your Master Promissory Note ( MPN ) by logging in to your XXXX account. The MPN explains the terms and conditions of your federal student loan ( XXXX ). 

Looking for more options? Were here for you. Visit XXXX where we provide you with possible solutions based on your specific needs. 



We understand youre looking for available options to ease in managing repayment of your student loans. XXXX aims to alleviate frustration and help you achieve repayment success. 

Weve created a one-stop resource you can use to explore several types of repayment relief at nelnet.studentaid.gov/content/options. On this page, youll find information and additional resources on the following topics : Income-Driven Repayment ( IDR ) Plans : Find out about how to make student loan payments tailored to your ability to pay, based on your income and family size. 
Standard, Graduated, and Extended Repayment Plans : These student loan repayment plans provide a structured and predictable way to pay off your student loans over a fixed period, typically XXXX to XXXX years. 
Postponement of Payments : Learn about the types of deferment and forbearance for which you may qualify. Loan postponement provides a temporary break from your student loan payments based on life circumstances. 
Loan Forgiveness and XXXX : Borrowers who pursue public service careers may be eligible to have their remaining balance forgiven after a required number of years of employment. In addition, there are certain situations in which borrowers are eligible to have their loans XXXX. 
XXXX encourages you to review XXXX  to learn more. You can also explore your specific eligibility for IDR plans, deferments, and forbearances in your online account by logging in to nelnet.studentaid.gov/ and selecting Repayment Options and Resources in the navigation bar of your dashboard. 



XXXX offers loan forgiveness opportunities for the XXXX XXXX XXXX in certain situations. Examples of forgiveness programs available are : XXXX XXXX XXXX XXXX, total and permanent XXXX discharge, Teacher Loan Forgiveness, and borrower defense to repayment. You may also qualify for loan forgiveness after making a certain number of qualifying payments on an income-driven repayment ( IDR ) plan. For the most up-to-date information on forgiveness and discharge programs offered and how to apply, please visit StudentAid.gov/manage-loans/forgiveness-cancellation. 

Questions? Were here for you. Log in to your XXXX account or reach out to us at XXXX 

Sincerely, XXXX XXXX. 

Your XXXX Customer Service Team I respond : Dear XXXX Customer Service, Thank you for your response to my formal dispute and for providing a copy of XXXX Master Promissory Note ( MPN ), a payment history summary, and a record of deferments and forbearances. I appreciate your effort ; however, the response provided does not fully satisfy the documentation or verification I formally requested under the Fair Credit Reporting Act ( FCRA ) and relevant federal student loan servicing regulations. 

Specifically, the following items remain incomplete or missing : You provided only XXXX MPN, dated for XXXX XXXX. However, my loan records show disbursements across multiple loan groups ( AAAM ). I am requesting a separate, signed promissory note or school certification for each disbursed loan or institution XXXX claims to service on my behalf. 

The payment history PDF lacks full interest accrual calculations, amortization schedules, and transparent breakdowns of how balances increased. These are necessary for me to verify the accuracy and legality of the current balance. 

You did not provide written confirmation that XXXX is in compliance with XXXXXXXX XXXX XXXX XXXX loan servicing policies, including proper servicing transfers, accurate credit reporting practices, and application of interest and forbearance periods. 

You also did not conduct a personalized review to determine whether I am eligible for loan forgiveness, discharge, or cancellation, as I requested. 

Therefore, I am renewing my request for the following documents and actions : Copies of all original signed promissory notes and/or school certifications tied to each loan you service under my name. 

A complete loan transaction history ( per loan ), showing all disbursements, interest accruals, capitalizations, payments, and fees. 

A written statement verifying Nelnets full compliance with federal servicing standards and credit reporting regulations. 

A written review and assessment of my eligibility for loan discharge, forgiveness, or cancellation under current federal programs. 

Until I receive a full and complete response, I respectfully ask that : XXXX suspend all collections and adverse credit reporting on these loans ; This matter be handled as an active dispute in accordance with federal law. 

If I do not receive a full response within XXXX business days, I will be escalating this matter to the Consumer Financial Protection Bureau ( CFPB ) and the XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX. 

Thank you for your prompt attention to this matter. 

They responded : Dear XXXX, Thank you for contacting us regarding your federal student loan account serviced by XXXX on behalf of the XXXXXXXX XXXX XXXX XXXX ( XXXX ). 

After reviewing your concerns, we feel that it would be best to speak to you directly. Please call us at XXXX and XXXX of our friendly and knowledgeable customer service advisors can assist you. They will be able to review your account and discuss your concerns in much more detail than what we could provide to you by email. 

Questions? Were here for you. Log in to your XXXX account or reach out to us at XXXX 

Sincerely, XXXX  XXXX. 

Your XXXX Customer Service XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation