Consumer complaint received 2025-10-30 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: NY

Complaint narrative:
To Whom It May Concern, I am writing to express my concerns regarding the mismanagement of my student loan of {$12000.00}. I was informed by the Department of Education that my loan had been forgiven and required consolidation under the XXXX XXXX XXXX ( XXXX ) program to facilitate federal forgiveness. 

However, I received conflicting information. The Department of Education provided an email with their letterhead confirming full loan forgiveness. Additionally, XXXX issued a statement indicating that the loan had been forgiven and paid in full as of XX/XX/2024. 

Despite these clear communications, I discovered that my loan had been transferred to Nelnet, a new servicer, without my knowledge or consent. Nelnet has failed to provide any explanation for this action and has not responded to my inquiries via email, mail, or phone. 

Upon receiving a credit alert from XXXX, I discovered that I still owed {$12000.00}. I have consistently made on-time payments for 25 years, never missing a single student laon payment. Nelnets response was that they had been sending emails but did not leave phone messages for borrowers who dont answer their calls from their XXXX ( XXXX ) nunber. There is no evidence of any emails or paper mail being sent by Nelnet. 

Furthermore, Nelnet has admitted that they are aware of several XXXX loans in similar situations due to the Department of Educations struggles with the loan forgiveness program. They have stated that there is insufficient staffing within the Department of Education to handle this issue effectively. 

Despite my excellent credit score of XXXX, my credit has been negatively impacted by this mismanagement. I have received a credit alert indicating that my payments to NelNet are 90 days past due. 

Nelnet has informed me that they have no authority to restore my credit score and that there is nothing they can do to fix this situation. This lack of communication and accountability has caused a significant negative credit profile and late fees. 

My business relies heavily on a strong credit profile that I have worked for over 30 years to maintain, and the damage to my credit has the potential to jeopardize my business insurance and loans. I am very capable to make any necessary payments and have done so to resolve this situation. I can provide a comprehensive 20 year history of my excellent bill payments and credit payments, including all student loans and creditors, upon request. I would like a complaint filed against nelnet. 

I have attached my current credit score. It was just under XXXX and is now at XXXX. 

Furthermore, THe Nelnet website constantly doesn't work and is very poor. I sometimes takes XXXX times to get the access my account button to work properly making it very difficult and sometimes impossible to get into their site. This is NOT a password issue. 

I have removed my name from the credit report for privacy issues if you plan to publish this. I can send one with my name on it if you wish. 

You will see that every creditor in the past has always been exceptional credit history/payments.

Company response to consumer: Closed with explanation