Consumer complaint received 2026-03-11 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: TX

Complaint narrative:
Neltnet has historically changed my legal name to another persons name that I don't know, or have any affiliation with. They also have changed my date of birth, mailing address, and contact details to this persons information each time. The only information that has remained accurate each time is my social security number. This has occured repeatedly from XXXX to present. When this happens it prevents me from verifying myself to access the online portal to pay my bill, and they will not allow me verification over the phone either because my date of birth is not correct so they say it doesn't match what is on their file so they can't give me any details or help me. Each time I have been asked to email copies of my drivers license and social security card to the email XXXX. I have done that the same day as calling in every time, and In XXXX they fixed it within a timely manner usually 1-2 months maximum. However, once loans went on hold for payments, they did this again during that period, and when they resumed I tried to log in to make my first payment and i was again locked out due to the same issue. Each time it is the same persons information that they change it to. I called in that day and went through all of the steps as usual, emailed my forms, and they never responded after 7 months of calling and emailing. They would not share account details at all such as my bill information, would not update my mailing address for me to at least get a paper statement until they fixed it, or my contact information. I called in countless times and emailed countless times explaining the issue and asking them to please fix it so I can pay my bill. They began reporting to my credit for 5 out of the 7 month period that I had a late payment, and I called about this as well. They transferred me to someone higher up to investigate this and i stayed on hold for a long time while she pulled my phone call recordings and listened to them to verify my story. After she did that she came back on the call and said she found everything I am telling her was true and stated she would submit a request to have my credit report updated, and also asked for me to send another email that day with my ID copies. I did that immediately and referenced the call. More months passed and still no answer, and my account still was not corrected to my name to allow me access to it. On XX/XX/XXXX I called and again was denied access to the account because my birth date doesnt match whats on file, I asked if I can just pay in full over the phone because I dont know what else to do to get yall to fix this or to be able to access my bill to make a payment or find out what I owe. i asked if she could at least tell me the total balance, and she said I can do that but the payment will be under XXXX XXXX still until they have fixed it. They allowed me to do that and its been paid in full ever since- it was over {$2000.00}. I submitted my ID copies once again via email per request, and nothing again. I called in again on XX/XX/XXXX and discussed all of this with a rep and she told me she could see all of this on her end to be true, and would submit a request for my credit report to be updated as all of this is not in my control and I have clearly documented every effort to resolve this, and even paid in full to prevent the company from continuing to falsely report that my balance was past due on my credit, while being denied access to make any payment or access the account whatsoever. I have emailed continually in writing following each call, and followed up many many times inbetween those, and not once has anyone responded. I submitted a better business bureau complaint on XX/XX/XXXX, and a representative reached out to me named XXXX XXXX XXXX XXXX. He was able to update my name almost immediately, but when he submitted to update my date of birth he said it is being denied by XXXX XXXX, because whoever submitted a master promissory listed it incorrectly as XXXX XXXX DOB. So that still isn't fixed as of today, but the name is updated finally. He then submitted a request to get my credit report updated, and was sure this would be approved because I have so many emails and calls to prove that I have done more than even requested on my part to get access to my bill to make a payment, and it has gone ignored for over a year. My credit report shows that my bill is 5 months late and has not been fixed. Can you please please review this and help me get this fixed? I have done every thing I possibly can to get this fixed and it is very clear that I have not intentionally just ignored my Bill. Any reasonable person that reviewed this and looks over all of the countless emails I have sent, or listens to the call recordings can see that I literally have begged them to fix this so I can pay my bill. I have continually been denied for something that is out of my control, and has been ignored for over a year. It is paid in full to prevent me any further damage to my credit that is not deserved in any way.

Company response to consumer: Closed with explanation