Consumer complaint received 2025-02-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Nelnet, Inc.
State: CA

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX. 
XXXXXXXX XXXX XXXXXXXX ( XXXX ) XXXX XXXX XX/XX/XXXX To Whom It May Concern, Hello my name is XXXX XXXX. I am a Registered Nurse and mom of XXXX from XXXXXXXX XXXX I am hoping we can bring light to this situation that so many people are experiencing. There is a growing community of people that have received a XXXX  day late mark on their credit reports related to student loans. In XX/XX/XXXX. I applied for the SAVE program via mail application in XX/XX/XXXX. My student loan continued to be in forbearance to my knowledge. As the SAVE program was being litigated, I was under the impression that no payments were due. There has been many stories, headlines, misinformation, and frankly a lot of confusion related to what will happen with the student loan situation in the US. I was understandably confused and thought that I had done the right thing applying for the SAVE program. XXXX weeks ago I applied for a mortgage. I put an offer on a home and got the offer accepted on Friday. I received notification from my XXXX XXXX credit card that my score had dropped over XXXX points. I was frantic, I checked my credit report and found that I now have XXXX of my student loan accounts showing as a XXXX day late status. Shows as XXXX separate negative marks on XXXX different accounts even though my student loan is only XXXX payment. XXXX different accounts as XXXX day lates will decimate a credit score. My XXXX XXXX suffered immensely and dropped over XXXX points. I would not have known about this otherwise as the communication around this from Nelnet was poor at bestemails ending up in spam folders, auto-dialer calls from random toll-free numbers with AI voices that are easily dismissed as scams, and so on. Apparently, at some point, we all consented to this kind of communication, but it still seems deceptive. No formal communication from Nelnet to me that I was not enrolled in the SAVE program that I had applied for originally. 
I spent XXXX hours on the phone with Nelnet today, and they werent able to offer any solutions or ways to resolve the credit score issue. After speaking with a representative, then a supervisor they filed a complaint on my behalf, but that's all that came of the almost XXXX hour conversation. I was told they had no record of my application, that they could not find it or even verify that I sent it in. Finally, XXXX nice agent applied an administrative forbearance and told me that Nelnet would be willing to take the late marks off the account because it would be applied retroactively. She assured me that she had spoken to an account manager named XXXX and verified that information. I breathed a sigh of relief after having been on the phone for over XXXX hours. I thought this nightmare was finally over and that my credit would be fixed and my home purchase could go forward as I had been assured by the representative that the forebearacne would be retroactively applied to cover the time periods reflecting a XXXX day late. 
XXXX hour later I received a call back from the same agent apologizing saying that now that nel net would not take the XXXX day off. Retracting her previous guarantees. I went all the way up, talking to an account XXXX, who told me that unless I was in the military, receiving XXXX treatment, or enrolled in school, that they would not do anything about the XXXX day lates. A completely different story than what the previous agent had told me. The account XXXX assured me that the previous agent had been talked to and educated on the different types of loan forbearance and their effects. I pled for over an hour and explained to them that this could compromise my familys future and that I had sent my application in on time. They insisted they needed proof it was mailed in. I had no proof, but they have no proof they never received it either. I told him it sounded like a mistake and I dont understand why it could not be rectified. He said credit reporting law. I am understandable frustrated saddened that years of maintaining good credit could just be flushed down the drain at a vulnerable time. 
Given the mixed information, multiple confusing messages the public has received regarding student loan. It is disingenuous at best to not make sure that the right information is out there and that the consumer is aware before taking such drastic steps. I hope that there is some type of legal action to stop this type of predatory behavior. Nelnet has not acted in good faith nor been compliant with the FCRA laws in place. Nelnet has a history of deceptive and poor communication with loan borrowers. Nelnet had the incorrect address and email associated with my account. Nelnet additionally did not apply different programs fair and equally across the board, multiple borrowers were moved automatically to the SAVE plan or other types of forbearance and deferment. My loan was in forbearance before this whole issue occurred. Therefore why would it not have been communicated that this was no longer the case? The penalty for a mistake on Nelnets end seems extraordinarily severe, especially in light of the fact I have taken immediate action to resolve it when I became aware. 
In summary Nelnet did not communicate with me. I was NOT XXXX days late I applied for the SAVE program in XX/XX/XXXX and should have been in the SAVE program all along. It was through no fault of my own that Nelnet claims they are not in receipt of my application. I am disputing the inaccurate reporting on behalf of Nelnet. Nelnets records are inaccurate as I applied for the SAVE program in XX/XX/XXXX. Nelnet lost my application or never applied it. Once I became aware of the situation, I immediately addressed it and was placed into the SAVE program anyways. Multiple borrowers had their accounts placed into SAVE by Nelnet or placed into other forbearance plans automatically. This is a discriminatory practice on behalf of Nelnet, I am requesting to have XXXX day late credit marks removed immediately from my credit report based on the inaccuracy of Nelnets reporting, communication, and their loss or non application of my original application in XX/XX/XXXX. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation