Consumer complaint received 2026-02-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Nelnet, Inc.
State: SC

Complaint narrative:
I am submitting this complaint regarding the servicing and credit reporting of my federal student loans by Nelnet following a federal consolidation transfer. My loans were transferred from XXXX to Nelnet during a consolidation process. The final written correspondence I received from XXXX stated that the loans were placed into administrative forbearance while consolidation was being processed ( XX/XX/year> ). After that communication, I received no notice from Nelnet indicating : that consolidation had completed, that forbearance had ended, that repayment had begun, or that a payment was due. I later received a credit monitoring alert indicating Nelnet had reported my loans as 120 days past due, causing a significant credit score drop. This was the first indication I had that Nelnet considered the loans delinquent. Electronic Communication Issues : When I accessed Nelnets website for the first time, I was required to create an account. During setup : -there was NO email address associated with the account, -I was required to enter an email address for the first time, yet -the account had already been enrolled in electronic statements and correspondence. -I did not provide affirmative electronic communication consent to XXXX XXXX and therefore no valid electronic consent existed to transfer to Nelnet XXXX Under the Electronic Signatures in Global and National Commerce Act ( E-SIGN Act, 15 U.S.C. 7001 ), required disclosures may only be delivered electronically with affirmative consumer consent. Enrolling an account in electronic correspondence without consent and without an email address on file does not meet this standard. Because no valid electronic consent existed, required billing statements and repayment notices should have been sent via U.S. mail. No mailed notices were received. Credit Reporting Concerns : Nelnet reported the loans as 120 days delinquent despite : -prior administrative forbearance status during consolidation, -lack of repayment notice, -lack of billing statements, and -lack of proper communication setup. This reporting appears inconsistent with the Fair Credit Reporting Act ( 15 U.S.C. 1681s-2 ), which requires furnishers to provide accurate and complete information and conduct a reasonable investigation when disputes are raised. I submitted a written dispute to Nelnet. The response I received was a generic explanation of credit reporting policies and did not address the specific facts raised, including forbearance status, lack of notice, or electronic consent. Harm Experienced : As a result of this reporting : -My credit score dropped significantly. -My financial standing and credit access have been negatively impacted. Requested Resolution : I am requesting : -Immediate investigation of the delinquency reporting. -Removal of the 120-day delinquency from all consumer reporting agencies pending investigation. Confirmation of : -the date consolidation completed, -the date repayment allegedly began, -the method and date of any repayment notices sent with proof of delivery, -the basis for enrolling the account in electronic correspondence without affirmative consent. -Correction of any inaccurate credit reporting.

Company response to consumer: Closed with explanation