Consumer complaint received 2025-03-15 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Problem with fraud alerts or security freezes — 
Company: Nelnet, Inc.
State: VA

Complaint narrative:
On XX/XX/XXXX NelNet placed my student loan on my credit report into a XXXX day delinquency. I had no clue that my account was passed due nor who this company was. Since XX/XX/XXXX until XX/XX/XXXX or XXXX XXXX. I have had soft pulls on my credit report and hard pulls due to trying to find a mortgage loan to purchase a house. I was preapproved by XXXX different mortgage lenders within that time frame for home. I recently just got an offer on a house. All loans I have on my credit report showed in good standards. Nothing about it was late not even a month. When this delinquency happened on my report I was notified that night by email on XX/XX/XXXX. That is when I discovered NelNet name. I called them very confused. I didnt know who they were and why they did what they did. I thought it was a scammer. I have been almost scammed XXXX times within this year alone. Thank XXXX I am aware. But when I contacted them they basically told me that I was XXXX  days passed due. I expressed to them that I was unaware of this why didnt anyone communicate with me. They stated that they used to correspondences from XXXX XXXX  whom I was with since XXXX. So my preferred email with XXXX XXXX is no longer accessible I can not get in that email. I expressed that to them that I havent used that in years. They told me that XXXX XXXX transferred everything to them on XX/XX/XXXX. I had no idea none of this happened. I stated to them if you have my info from XXXX XXXX  why not call me nothing changed. They mentioned that have called me several times late evenings and nights. I told them if you called me why not leave a VM stating who you are so I could call back. I work day in and out long hours. I cant have my phone so thats why I set up a voicemail. I expressed to them if they would of left a VM I would of called back bc I would know who you were. They gave me a very hard time. Told me it was my responsibility to call them to make sure everything was up to date. I said how would I call you if I dont even know who you are. I spoke to a manager she was very rude she told me that No that dont leave voicemails. And the ONLY way they are obligated to contact anyone is by their preferred method of which XXXX XXXX had in XXXX of an email address that again I have no access to. I asked why did not send a letter. Preferred method of contact does not mean thats the only way to contact someone when you have other ways especially if someone account is in jeopardy. I attended XXXX in XXXX then I had to leave the college because it was very expensive to go to a XXXX XXXX XXXX XXXX XXXX I was in school from XXXX - XXXX and XXXX. I battled XXXX I had to be on medication I have a history of severe XXXX I couldnt finish school because of it. I handled it the best way I know how. When I was with XXXX I set up payment plans I thought everything was coming out automatically with the info I provided. I had no problems with this until now. This is very wrong I am going to lose my loan and The offer for my house. My lease is up XXXX XXXX I have no where to go. This home has mold that me and my children suffers from no one will help us. Landlord is XXXX. I pay my rent on time bills on time and that is why I busted my tail to keep my credit good so that my family and I can finally live. NelNet poor communication and lack of awareness to XXXX XXXX members/students as myself failed to tell us who they were and are. Failed to keep us intuned of our payments. Failed to notify us effectively. I asked the manager there why not placed my account in delinquent at XXXX days if I was late then she said we could of did that but we did not we just let it get to XXXX so thats why we did it now. No compassion no remorse no empathy just flat out heartless. Didnt care didnt take no accountability or responsibility. Failed to want to help me. I asked her to place in written or email everything that she said she would not do and did not do in this call in a letter and wanted it sent to me for my proof. She stated it will take XXXX weeks to get approved if it is approved that its something they can do. This is not right. I see over hundred of students have this same problem and have so many negative reviews on this company and nothing changed. We are the ones who are getting done so wrongly. This company had lawsuits and have lawsuits because of things like this. Had I known who this company was before finding out now all bc they delinquent my credit report. I even paid off the entirety XXXX $ of the loan on the third day of me calling them Trying to get somewhere. Bc had I known nothing was being taken or they needed more info I would Of handled that. If theres anyway someone can help me please I lost everything!! If this was my doing I would not be reaching out for anyones help I would not be crying I would not be back on depressing meds when I came so far this has taken a huge toll on my life now I dont know what else to do. I have no one

Company response to consumer: Closed with explanation