Consumer complaint received 2025-11-17 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: Nelnet, Inc.
State: NJ

Complaint narrative:
What Happened - Paste This ( Customize Details in Brackets ) : I am disputing a 90-day delinquency reported on my federal student loan that caused my credit score to drop XXXX points. This delinquency does not accurately reflect my creditworthiness, as it resulted from the servicer 's payment processing system failures, not my negligence. 
Before my account reached 90 days past due, I made multiple good-faith attempts to pay this loan. Each time, the servicer 's payment system rejected and returned my payments despite having valid payment methods and sufficient funds. I had set up automatic payments, but the system continuously returned these payments without resolution. 
I contacted customer service numerous times seeking help to resolve these payment processing issues. I spoke with multiple representatives, and each provided different guidance, none of which resolved the technical problem preventing my payments from processing. 
Finally, on XX/XX/XXXX, after speaking with yet another representative, I was advised to delete my payment method and re-add it. This solution finally worked, and I immediately paid the loan in full once the payment system accepted my payment. 
On XXXX XXXX, a servicer representative confirmed on a recorded call ( which I disclosed I was recording ) that their system shows multiple payment attempts and returned payments on my account. After asking when exactly I could expect this he stated that documentation of these payment attempts and returns would be sent to my email " as soon as possible. '' I have already disputed this delinquency with XXXX. When I contacted the servicer directly about correcting this error, I was told there is nothing they can do and that I need to submit disputes with the credit bureaus. Despite their representative confirming their system shows multiple payment attempts and returned payments, they have refused to proactively correct this inaccurate reporting. I also spoke with a represenative around XXXX XXXX  who stated he " has heard stories '' of issues similar and that I may want to submit a dispute. 
While the account may have technically reached 90 days past due ( not yet cofirmed ), this occurred entirely due to the servicer 's operational and technical failures. I demonstrated clear intent to satisfy this obligation through multiple payment attempts before the delinquency period, numerous calls to customer service seeking resolution, setting up automatic payments, and immediate full payment once their system functioned properly. 
The 90-day delinquency does not accurately represent my creditworthiness. I was actively trying to pay this debt, and the servicer 's system prevented me from doing so despite my repeated efforts.

I am requesting the servicer remove the 90-day delinquency from my credit report with all three credit bureaus, as this resulted from their servicer error, not borrower default. I am also requesting they provide the promised documentation showing my payment attempts and system-returned payments.

I am awaiting documentation from the servicer showing the returned payment attempts. If they fail to provide records they acknowledged exist, this represents an additional failure to cooperate in resolving this matter. I have evidence of the payment paid in full as well as notifcations of all the ties payments have been returned via emial if they refuse to provide a condense sheet with all of this activity. 
This situation has caused significant financial harm through the drastic reduction in my credit score.

Company response to consumer: Closed with explanation