Consumer complaint received 2026-04-19 00:00:00
Product: Student loan — Federal student loan servicing
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: NC

Complaint narrative:
CFPB Complaint Nelnet Credit Reporting Error Company : Nelnet Issue : Incorrect credit reporting / failure to correct servicer error Complaint Summary : I am filing a formal complaint regarding inaccurate and damaging credit reporting by Nelnet related to my student loan account, which was on autopay and current at all relevant times. On XX/XX/year> at approximately XXXX XXXX, I contacted Nelnet and spoke with a representative for approximately 20 minutes. During this call, I was explicitly told that my account was current and that any reporting issue was due to an internal error caused by Nelnet reallocating loans on their end. I was further informed that : * A dispute would be submitted internally * My credit file would be flagged * The issue would be resolved within approximately 30 days * I did not need to file disputes elsewhere, as doing so would be redundant This call should be recorded and reviewed. Despite these assurances, no correction was made. On XX/XX/year> at XXXX XXXX, I contacted Nelnet again after discovering continued derogatory reporting ( including alleged late payments from XXXX ). During this call, I reiterated that : * My account was on autopay * Any payment issue resulted from Nelnets internal loan allocation changes, not my actions The representative was dismissive and stated there was nothing they could do, and that I would need to dispute the matter externally. I called again the same day at XXXX XXXX and requested escalation. I spoke with a representative identified as XXXX XXXX ( Employee ID : XXXX ). During this call : * It was again acknowledged that my account was current and on autopay * I explained that I have no control over how Nelnet allocates loans internally * XXXX XXXX stated that I had a valid case to dispute, but that Nelnet could not correct the issue on their end Impact : Nelnet has reported derogatory information to all three major credit bureaus : XXXX XXXX XXXX XXXX XXXX XXXX This has caused my credit score to drop dramatically from the 800s to the 600s, despite my consistent use of autopay and maintaining my account in good standing. This error has had serious real-world consequences. My dog was recently hospitalized, resulting in significant unexpected expenses. Due to this inaccurate credit reporting, I may now be unable to access necessary credit to cover emergency costs, including potentially life-saving care. Requested Resolution : I am requesting that Nelnet : XXXX. Conduct a full review of all recorded calls, particularly those on : * XX/XX/year> ( XXXX XXXX ) * XX/XX/year> ( XXXX XXXX and XXXX XXXX ) XXXX. Acknowledge that the reporting issue was caused by internal loan allocation errors while my account was on autopay and current XXXX. Immediately remove all inaccurate derogatory marks reported to all credit bureaus XXXX. Provide written confirmation that my account has been corrected and is in good standing Additional Notes : I relied on Nelnets guidance that no further action was needed after my initial call. Their failure to follow through, combined with inconsistent and dismissive responses in later calls, has resulted in significant and unjust financial harm. If this matter is not corrected promptly, I am prepared to pursue further action to ensure accurate reporting and accountability.

Company response to consumer: Closed with explanation