Consumer complaint received 2025-10-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
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: PA

Complaint narrative:
I have sent this to all 3 credit agencies along with copies of all documentation via mail and can provide copies to you as well. This is a copy of what I sent them. 

I am writing to formally dispute missed payments for Nelnet that appears in my credit report. The missed payments in question were made by ( Nelnet ) for the months of XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. The payments on my credit report are split into XXXX0 loans and now show 60 missed payments severely damaging my credit scores I have worked hard to build. After reviewing my credit report, I believe these missed payments were made in error without my Acknowledgement that the student loans I had were no longer XXXX monthly payment plans due to a new law being passed, and I am requesting its removal from my credit report. I had received no phone calls, emails or mail to let me know that the program had been shut down due to a new bill being passed and that payments were due. Upon seeing on the news that the bill had passed and anyone who didnt make payments could get a wage garnishment put on their paychecks I set up a Nelnet account and got on a payment plan. 

When signing up for the payment plan in XXXX for all my loans on Nelnets website and the app I Received an IDR plan that stated for 12 months my payments would be XXXX. That same week I got emails and phone calls stating that my payments were late and I had missed payments, and my credit would be impacted if I did not make the payments. I immediately logged in and made a payment of XXXX the site requested. The next day the phone calls and emails continued telling me I was behind on a XXXX payment, and a XXXX payment was due. I logged in and made the payment of XXXX and the payment of XXXX. That all transpired in XXXX. In XXXX the exact same scenario happened, and I Made the extra payments in fear for my credit only to still have my account showing that I owe XXXX and XXXX and payments were late and missed. The exact scenario and payments happened again in XXXX as well. I called Nelnet on XX/XX/year> at XXXXXXXX XXXX and spoke to a representative. I explained that no matter how many payments I make, my account always shows missed payments and late payments. I was told that the late payments are from previous dates and need to be paid for my account to show current. 
I called Nelnet to speak with a representative and the phone call was recorded on XX/XX/year> at XXXX and I spoke with XXXX XXXX employee id # is XXXX. I explained the missed and late payments to XXXX and that no matter how much I pay it still shows late and missed and is putting me in financial hardship and hurting my credit score. XXXX told me that I had a missed payment for XXXX of XXXX and XXXX of XXXX and if I paid those that my account would then be current and the late and missed payments would rectify. I made both payments to get my account in current standings. XXXX told me that she sees the payments and will put an update in the system that would fix the error message and show current in 24 hours. Needless to say, that my account still showed missed payments and late payments 3 days later, so I called Nelnet again. 
I Called Nelnet on XX/XX/year> at XXXX XXXX and spoke to XXXX. When XXXX got on the phone call with me, she immediately advised me that my account had missed late payments and asked if Id like to make a payment. I Told her we have an IDR plan that states I make XXXX payments on all loans for 12 months, yet weve made multiple payments as an error on Nelnets end out of fear my credit score would be impacted negatively. Every time we made a payment and made extra payments my account still showed there were missing payments. I also expressed to Nelnet representative that the missed payments on my credit report for 10 loans really hurt my score and I wasnt notified via phone, email, or the mail that my loan plan of XXXX a month was changed or no longer available due to a new bill passing in congress. 
I only learned on my own in XXXX after watching the news and set up the payment plans. Nelnet emailed and called me to let me know my payments were missed and late after making several payments and out of fear for my credit score I made multiple payments to avoid that ultimately putting my family in hardship and for the missed payments not to rectify. I want the account to be fixed and my XXXX monthly payments for 12 months to start from after I made my last payment. I would like my missed payments previous to me setting up the payment plan in XXXX to be removed from my credit report. After Nelnet admitted to wrongfully having me make payments and extra payments and not show my account in good standing even though my payments were supposed to be XXXX, I explained about not being notified about the new law passed and the payments and late payments and asked them to remove them and they said they can not. Nelnet verbally on a recorded call told me that the account has errors on it showing I have late missed payments even though she can see that I have made the referenced payments. She also told me she can see that I have an IDR plan for 12 months at XXXX monthly payments and I shouldnt be making payments or have the errors and would escalate the matter and to check back in in 1 week. Thats 10 different loans @ 6 missed payments resulting in 60 missed payments and crashing my credit score extremely. This situation with Nelnet has harmed me and my family in so many different ways. I am looking to buy a house in 2 years and have been responsible and working on my credit for some time now only to have all this happen. Someone please help me and make Nelnet make what they have done to me right. Thank you To assist in the investigation, I have included the following details. 
Creditor/Company : Nelnet Account : XXXX Nature of Dispute : Unauthorized or erroneous errors I would appreciate it if you could promptly investigate this matter and, if warranted, remove the missed / late payments from my credit file, and hold the company accountable to a higher standard. I understand that under the FRCB ( Fair credit reporting act ), you are required to verify and remove any unauthorized or inaccurate information from my credit report. 

Please confirm the removal of the missed / late payments in writing once it has been processed. If you require any further information or documentation from me, please do not hesitate to reach out. 

I am also keeping record of our correspondence if this matter escalates to the CFPB. 

Thank you for your prompt attention on this matter. 
XXXX XXXX

Company response to consumer: Closed with explanation