Consumer complaint received 2025-07-19 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Incorrect information on your report — Account status incorrect
Company: Nelnet, Inc.
State: WI

Complaint narrative:
I am submitting a formal complaint against my student loan servicer, Nelnet, for failing to notify me of upcoming payment obligations and subsequently reporting my account as delinquent. This failure in communication led to a significant and unjustified drop in my credit score, with serious financial consequences.

My federal student loans, serviced by Nelnet, were placed into a single deferment period, after which repayment was expected to resume. However, I was not given any clear notice or communication from Nelnet regarding when payments would restart. 

Federal student loan repayment policies have been especially complex in recent years. From XX/XX/XXXX to XX/XX/XXXX, payments were paused under the XXXX forbearance. A subsequent on-ramp period from XX/XX/XXXX through XX/XX/XXXX protected borrowers from negative credit reporting or delinquency. However, missed payments beginning in XX/XX/XXXX initiated the delinquency clock, with three consecutive missed payments ( XXXX, XXXX, XXXX ) resulting in a 90-day delinquency by XX/XX/XXXX. 

Despite this timeline, I never received any clear noticevia phone, email, or mailthat payments had resumed or that my account was becoming delinquent. At the time, my Nelnet account was still linked to my medical school email address, which had become inactive after graduation, and I hadnt yet updated it to my personal email. Additionally, I was experiencing phone service disruptions due to a recent number transfer, which may have prevented some calls from coming through. Even so, Nelnet made no other meaningful attempts to ensure I was aware of my repayment obligations. 

On or around XX/XX/XXXX, Nelnet reported my loans as over 90 days past due to credit reporting agencies. I discovered this only after my credit score dropped from XXXX ( XX/XX/XXXX ) to XXXX ( XX/XX/XXXX ). 

At no point before this reporting did I receive communication from Nelnet regarding delinquency status, or risk of credit damage. 

After noticing the sudden drop via my XXXX XXXX credit monitoring app, I contacted Nelnet immediately. I brought my account current and requested that they reverse the delinquency reporting. Nelnet informed me they could not remove the report but agreed to file a credit dispute on my behalf. 

This inaccurate and unjustified delinquency report caused serious harm to my financial standing. It may affect my ability to access credit, secure housing, or obtain favorable financial terms. This situation could have been entirely avoided with clear and timely communication from Nelnet. 

I understand the importance of personal responsibility in loan repayment, but this situation was preventable with clearer communication and outreach from Nelnetespecially during a period of national repayment transition. I respectfully request your assistance in correcting the damage caused and ensuring protections are in place to prevent similar occurrences for other borrowers. Thank you for your time and attention to this matter. I look forward to your response and any guidance you can provide.

Company response to consumer: Closed with explanation