Consumer complaint received 2026-05-05 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: FL

Complaint narrative:
This is a NEW CFPB complaint regarding material developments that occurred AFTER my prior CFPB Complaint # XXXX was administratively closed on XX/XX/XXXX. The events described below could not have been raised in the prior complaint because they occurred subsequently. PRIMARY NEW ISSUE PRIVACY BREACH BY NELNET ( XX/XX/XXXX ) : On XX/XX/XXXX, I received a response letter from Nelnet to my FSA Feedback Case # XXXX. As an enclosure with that letter, Nelnet mailed me a fully completed Loan Discharge Application for False Certification of Identity Theft ( XXXX No. XXXX ) belonging to another borrower. The form contained that individual 's full name, Social Security Number, mailing address, telephone number, email address, school history, residence dates, written identity-theft narrative describing how their identity was stolen, and signed certification dated XX/XX/XXXX. I have preserved the unredacted document as evidence and am attaching a redacted copy to this complaint. The unredacted original is available to authorized investigators on formal request through a secure channel. This is a serious data-handling failure, particularly given that the document mailed in error was itself an identity-theft application. Nelnet has now demonstrated, in writing, that it can not reliably safeguard the personal information of borrowers including borrowers in the middle of identity-theft proceedings. SECONDARY NEW ISSUES : ( a ) NELNET 'S RESPONSE IS SUBSTANTIVELY INADEQUATE. In the same XX/XX/XXXX letter, Nelnet admitted in writing that records for approximately 15 years of my loan 's lifecycle ( XX/XX/XXXX through XX/XX/XXXX, when my loan was serviced by XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX of XXXX ) are " not available to us due to record retention and transfer limitations from prior servicers, '' but asserts that the current balance of {$110000.00} is nonetheless " recognized as valid under federal student aid program requirements. '' My consolidation loan was originated at {$44000.00} in XX/XX/XXXX. The bulk of the growth to today 's balance occurred during the period for which Nelnet admits no records exist. I am being asked to repay a balance the servicer can not itself document. ( b ) FSA SAME-DAY CLOSURE PATTERN. FSA closed my underlying Feedback Case # XXXX on XX/XX/XXXX the same day Nelnet 's response letter was generated, before I had any opportunity to review or contest it. The privacy breach inside that response could not have been raised in the original complaint because the breach WAS the response. This is now the fifth consecutive FSA Feedback Case ( # XXXX, # XXXX, # XXXX, # XXXX, # XXXX ) closed without substantive resolution. XXXX XXXX # XXXX was reopened only after I manually requested escalation on XX/XX/XXXX. ACTIONS TAKEN ( XX/XX/XXXX ) : Uploaded my reply letter and redacted privacy-breach evidence to the now-active escalated FSA Case # XXXX. Notified the offices of XXXX XXXX XXXX, XXXX XXXX XXXX, and XXXX XXXX XXXX, all of whose offices have active inquiries on this matter. Filing this new CFPB complaint regarding the privacy breach and inadequate response.

Company response to consumer: Closed with explanation