Consumer complaint received 2025-04-30 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Nelnet, Inc.
State: RI

Complaint narrative:
This dispute is in response to XXXX previous rejection of my initial complaint. I am extremely dissatisfied with XXXX response and their unwillingness to remove the marks as an act of XXXX. I am currently struggling to find affordable housing within a month because of how this situation has impacted my credit and was already rejected by several places. 

Here is my feedback to XXXX response to my dispute : XXXX ) they tried to contact me multiple times I understand they tried to contact me multiple times. However, as I already stated in my initial dispute, I never received any of the letters of mail due to the inability to update my mailing address. As I told the representative I spoke to you on the phone, I did not receive any of the calls as my phone receives a lot of spam and automatically filters unknown numbers. I did not receive any emails because I did not realize until recently, with filing said dispute, that Nelnet was being filtered through my Junk folder ( which automatically deletes every XXXX  days ). The moment I became aware, due to checking my XXXX XXXX, I immediately looked into how to contact Nelnet over the phone and had assistance in logging into my account finally. 
XXXX ) it was my responsibility to update my contact information I completely agree with this statement, it is absolutely my responsibility to keep my contact information up-to-date with creditors. However, how was I supposed to do that when XXXX website was consistently down for well over a year? I provided proof in my initial dispute that showed multitude of individuals having the same exact issue with logging into their account yet Nelnet never addressed that or took accountability for how difficult it was made to access the account. 
XXXX ) it is ultimately my responsibility to stay up-to-date with payments Once again, I completely agree with this statement, which is why the moment I became aware of the fact that I was behind, I resolved it that same exact day. I not only made my account current immediately. I also set up my automatic payments once again. Which, as I also shared with Nelnet how I did initially have automatic payment set up to be turned back on when my student loans were meant to start being paid, but was never notified that it was canceled before even starting because I could not access my account in the first place. 

I am asking, once again, for Nelnet to please remove the marks as an act of goodwill and reconsider their decision on my initial complaint dispute. I can provide documentation and proof of previous good credit history, previous good XXXX XXXX, good standing with creditors, good standing with Landlord ( current/previous ), and written documentation of a character statement from employers. This did not occur as an act of neglect to my responsibilities, it was a huge misunderstanding and miscommunication, considering I was unable to get the communications in the first place. I completely take full responsibility for the status of my loans and believe it is fully responsible as a law, abiding citizen to maintain good standing with creditors and payback loans in full on a timely manner. This has not been an issue with me previously, and this is an extremely harsh punishment to dock my XXXX XXXX so significantly that it is impacting my ability to find affordable housing accommodation due to a genuine, misunderstanding and miscommunication. 

In addition : I would like Nelnet to prove having documentation of my master promissory note ( XXXX  ) that I signed when I took out my loans. For them to be able to report me to creditors, theyre required to have my XXXX  on file and I would like proof that they do. If they do not have proof of my XXXX, I request that they remove the marks due to this factor alone. 

My father also suggested I include how I am a child of a military veteran ( him ) to see if an exception would be made for immediate family of a former servicemember.

Company response to consumer: Closed with explanation