Consumer complaint received 2026-05-12 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc.
State: FL

Complaint narrative:
Subject : Failure to Resolve Fraudulent Student Loan Despite Extensive Identity Theft Documentation To Whom It May Concern : I am submitting this complaint regarding the handling of a fraudulent student loan account by Nelnet and the U.S. Department of Education Default Resolution Group. Despite extensive documentation establishing identity theft, this matter has remained unresolved for approximately four years. Throughout this period, I have repeatedly complied with requests for documentation from both Nelnet and the Department of Education. Most recently, I provided a substantial resubmission approximately six weeks ago, only to receive additional requests for documentation, some of which had already been provided multiple times. The evidentiary record includes, among other things : Certification from the Florida Department of Corrections confirming my incarceration at the time the loan was allegedly originated ; A completed Federal Trade Commission Identity Theft Affidavit ; Government-issued identification documents ; Signature exemplars ; and Supporting written explanations and correspondence. The central issue is straightforward : I was incarcerated at the time the loan was allegedly originated and therefore could not have executed or authorized the transaction. The loan application has an obviously forged signature. The loan proceeds were never paid to me. I can get no copies of the loan document, or any assignment of proceeds ( which would legally authorize a lender to pay proceeds to a third party ), after requests that date back for years. I have submitted much of this same information to the credit reporting agencies, several times. I have gotten back replies that indicate that the account numbers do not match between what is reported to me and that reported to the CRAs. I have also gotten replies indicating that Nelnet disputed my claim. When I asked for copies of this dispute letter from Nelnet, I received no reply. In addition, lately I formally requested copies of the executed promissory note and any assignment of proceeds or equivalent authorization instrument. Those documents have not been produced. Instead, I received what appear to be application materials, which do not establish authorization or consent. Despite the extensive documentation provided, the matter has remained in a repetitive cycle of requests for duplicative information without identification of any specific evidentiary deficiency preventing adjudication. As a result, I have spent approximately four years attempting to resolve a fraudulent account while continuing to face the administrative and financial consequences associated with the disputed debt. I respectfully request that the CFPB : Review the handling of this matter by Nelnet and the Department of Education ; Require a substantive determination based on the existing evidentiary record ; Require production of any executed loan authorization documents purportedly bearing my signature ; and Ensure correction of any improper credit reporting associated with this disputed account. I am prepared to provide copies of all supporting documentation and prior correspondence upon request. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation