Consumer complaint received 2026-04-22 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: MD

Complaint narrative:
I am filing this complaint against Nelnet for a pattern of servicing errors that caused inaccurate negative reporting to the credit bureaus and significant harm to my credit. Over the past year, Nelnet misapplied or mishandled payments, failed to provide notice of a cancelled payment, and then reported my loans as seriously delinquent even though its own records show otherwise. ISSUE XXXX XXXX XXXX My regular monthly payment amount is {$180.00}, as stated on my own Nelnet billing statement. Despite being enrolled in auto-debit, my payments have consistently processed at {$110.00} a shortfall of approximately {$67.00} per month. I did not authorize a reduced payment amount. I was never notified of any change to my auto-debit amount. This appears to be a server-side configuration error. ISSUE XXXX PAYMENT CANCELLED WITHOUT NOTIFICATION A {$200.00} electronic payment submitted on XX/XX/XXXX was cancelled by Nelnet with no communication to me no email, no notice, no opportunity to remedy the gap. This unexplained cancellation directly contributed to the delinquency reporting described below. ISSUE XXXX INACCURATE AND SEVERE CREDIT REPORTING Nelnet has reported all XXXX of my loan accounts ( XXXX XXXX XXXX XXXX XXXX under account XXXX ) as severely delinquent to XXXX XXXX XXXX XXXX XXXX XXXXn credit report dated XX/XX/XXXX shows the following delinquency entries across all XXXX accounts : XX/XX/XXXX : 180 days past due XX/XX/XXXX : 90 days past due XX/XX/XXXX : 90 days past due XX/XX/XXXX : 120 days past due XX/XX/XXXX : 150 days past due This reporting is inaccurate. Nelnet 's own billing statement dated XX/XX/XXXX on official Nelnet letterhead shows {$0.00} past due on all XXXX loan groups, confirms auto-debit enrollment, and reads : " Thanks for making your payments on time. '' Nelnet 's own document directly contradicts the delinquency designations they submitted to the credit bureaus during the same period. Payment records confirm auto-debit transactions were received and processed by Nelnet in XXXX, XXXX, and XX/XX/XXXX the same months reported as XXXX to 150 days past due. The delinquency reporting is a consequence of Nelnet 's auto-debit misconfiguration and payment processing errors, not any failure on my part. ISSUE XXXX FINANCIAL HARM These erroneous delinquency marks classified as serious delinquency under all XXXX scoring models have driven my XXXX Score XXXX to XXXX and my mortgage-specific XXXX Score XXXX to XXXX, below the conventional loan threshold of XXXX. I am planning a home purchase in the {$370000.00} range. The difference in mortgage rate between a XXXX and a XXXX score represents an estimated {$70000.00} or more in excess interest over the life of a XXXX loan. This is direct, ongoing, and quantifiable financial harm caused by servicer error. WHAT I AM REQUESTING XXXX. Nelnet conduct an immediate investigation into the auto-debit misconfiguration on account XXXX. XXXX. Nelnet provide a written explanation for why auto-debit payments processed at {$110.00} rather than the stated {$180.00}. XXXX. Nelnet investigate and explain the cancelled {$200.00} payment on XX/XX/XXXX. XXXX. Nelnet submit corrections and deletions to XXXX XXXX XXXX XXXX removing all inaccurate delinquency markers on all XXXX loan groups under account XXXX. XXXX. Nelnet provide written confirmation of all corrective actions taken and timelines for completion. I have submitted a formal written complaint to Nelnet through their portal on XX/XX/XXXX. I have also filed individual disputes with XXXX for all XXXX accounts. I am filing this CFPB complaint to establish a federal record and to ensure Nelnet responds in a timely and accountable manner. Supporting documentation available : Nelnet billing statement dated XX/XX/XXXX showing {$0.00} past due on all groups ; XXXX credit report dated XX/XX/XXXX showing delinquency history ; payment history from Nelnet dashboard showing auto-debit transactions received during reported delinquency periods.

Company response to consumer: Closed with explanation