Consumer complaint received 2025-04-03 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Nelnet, Inc.
State: MD

Complaint narrative:
Dear XXXX XXXX, Thank you for your letter regarding the concerns I raised with the Consumer Financial Protection Bureau ( CFPB ) about handling my federal student loan records. 

I appreciate your acknowledgment of my concerns and your stated commitment to data protection. However, your response does not adequately address the specific nature of my complaint, which involves unauthorized access and potential compromise of my educational records and personally identifiable information ( PII ) a matter of grave concern and possible violation of federal privacy protections. 

1. Proof of No Breach or Compromise Your letter asserts that Nelnet has not engaged in any activities that would expose data through unauthorized or unlawful means. I must emphasize that this statement is insufficient without a formal investigation or audit trail confirming no unauthorized access occurred. Please provide : A detailed log of access to my account and records. 

Any third-party access or administrative overrides applied. 

Confirmation that my data has not been involved in any known breach, including the one publicly disclosed by Nelnet in XXXX. 

2. Formal Investigation Still Required As a federal servicer handling sensitive personal and educational data, you are bound by the Privacy Act of 1974 and FERPA to safeguard that data and ensure transparency in its handling. My request for a formal investigation still stands, including a clear timeline and documentation related to : How my data has been accessed or shared. 

Any irregularities in login or file activity. 

The process for determining when a formal breach investigation is triggered. 

3. Request for Loan Discharge Is Justified by Harm While you state that current discharge programs do not include provisions for privacy violations, the ongoing exposure and potential misuse of my personal information have caused measurable harm. If federal law currently provides no remedy for a borrower in such a situation, then the CFPB and the Department of Education must be made aware that such a gap exists, and this case should be escalated accordingly. 

I ask again that you : Initiate a formal review of access to my records. 

Refer this issue to your compliance and legal teams for additional review. 

If you are not authorized to proceed, report this matter to the U.S. Department of Educations privacy officer. 

This is not a general inquiry about loan status or forgiveness eligibility but a formal complaint about data privacy, trust, and compliance. I expect a follow-up that provides more than legal citations I am asking for transparency, accountability, and protection of my rights as a borrower and citizen. 

Thank you for your continued attention to this matter. I will also be updating the CFPB with this response and await your formal reply within 15 days. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation