Consumer complaint received 2025-04-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Nelnet, Inc.
State: OH

Complaint narrative:
90-day delinquent penalty hit my credit- there was no 30 day or 60 day notice of this happening. 
My credit dropped XXXX points because of this. 
Called on XX/XX/year>, to see what personal information they had on file. 
None of the personal information matched mine. 
I immediately took action to get login information and applied for an Income Driven Repayment plan. 
How was I supposed to know about delinquent payments when my address, phone number, and email didn't match. 
Requested goodwill gesture to remove this delinquent payment from account today XX/XX/year>. 
Here is my email : To Whom It May Concern, Im reaching out with sincerity and a heavy heart to request a goodwill adjustment regarding the recent delinquency reported on my credit due to federal student loans I was unaware existed in my name. 

Im a young professional who, like many, trusted the guidance of my parents when it came to navigating the early complexities of financial adulthood. I was toldand truly believedthat my student loans were being managed on my behalf, as they had been for my siblings. During a difficult period marked by my parents ' divorce, I was reassured repeatedly that my loans were being taken care of through their court proceedings. 

Looking back, I recognize how nave I was not to verify or fully educate myself about the status of these loans. I believed the only loans under my name were private ; I had no knowledge of any federal loans taken out in my name until recently. 

On XX/XX/year>, I filed my taxes and was blindsided to find my credit score had dropped by over XXXX points. The shock and panic I felt in that moment is indescribable. I immediately contacted both of my parents, only to be met with confusion and blame-shifting. Neither could provide login information for Nelnet. The following day, I called Nelnet myself. 

That call was deeply emotional for me. I was overwhelmed and in tears. The advisor I spoke with was kind and patient, and for that I am incredibly grateful. During the call, I learned that none of the contact information on file matched mine : the email address belonged to my father, the phone number was an old one I havent used in nearly a decade, and the mailing address was my mothersan address I have never lived at. I had received no warnings, no calls, no emailsnothing alerting me to the fact that my credit was about to be severely damaged. 

On that same day, XX/XX/XXXX, I immediately took control of the situation. I updated all personal and contact information, submitted an application for the Income-Driven Repayment Plan ( attached ), and placed my loans into forbearance while I got up to speed. I have always taken pride in my financial responsibility. Until this happened, my credit history was strongI had just paid off a credit card and made consistent, on-time payments on my obligations. 

I fully understand the duty to report delinquencies, and I take full ownership of the loans now that I am aware of them. But I also ask for empathyfor context to be considered. This delinquency was not the result of willful neglect or irresponsibility, but rather a perfect storm of miscommunication, misplaced trust, and outdated information beyond my control. 

Ive since heard from many others whove experienced similar situations and were told that past reporting can not be changed. But I still believe theres room for compassion in policy. I am askinghumbly and honestlyfor a goodwill adjustment to remove the negative reporting from my credit file. 

Thank you for taking the time to read my story. I am committed to moving forward responsibly and honoring these obligations. I hope you can consider this request not just as a matter of protocol, but as a human situation deserving of understanding.

Company response to consumer: Closed with explanation