Consumer complaint received 2025-12-22 00:00:00
Product: Student loan — Private student loan
Issue: Issue with income share agreement — Dealing with provider of income share agreement
Company: Nelnet, Inc.
State: AZ

Complaint narrative:
I am filing a complaint regarding an XXXX-serviced loan related to the Pathrise Income Guarantee program ( Loan Number : XXXX ; Customer Number : XXXX ). 

Under my XXXX agreement, repayment was only required if I landed a qualifying job placement. XXXX provided me written confirmation that I did not land a qualifying role and therefore do not owe repayment under the Income Guarantee. I have this letter and have provided it to XXXX. 

Despite this, XXXX has continued to treat the loan as active and collectible. 

I submitted a formal written dispute to XXXX on XX/XX/XXXX, with additional contacts on XX/XX/XXXX and XX/XX/XXXX, and subsequent escalations. XXXX acknowledged escalation but did not provide a substantive resolution. During this time, XXXX continued to send billing notices and did not place the account into forbearance or dispute status. 

On XXXX [ XXXX ], XXXX, XXXX sent me an email stating that my account is now 7 days past due for a {$200.00} payment and that I may receive delinquency notices or calls, and that XXXX is required to report accounts 30 days past due to consumer reporting agencies. This was sent even though : The debt has been formally disputed for over a month, I have provided Pathrises written determination that repayment is not owed, and XXXX own representatives stated the matter was under review. 

In the same communication, XXXX attempted to recharacterize my cancellation under the Income Guarantee as a potential refund dependent on payments from XXXX creditors and directed me to submit sensitive tax information through a third-party short link. I dispute this characterization. My position is not that I am seeking a discretionary refund, but that repayment is not owed at all under the governing XXXX Income Guarantee terms and written non-placement determination. 

XXXX has also informed me that servicing of this loan will transfer to XXXX XXXX XXXX ( XXXX ) on XX/XX/XXXX, creating additional risk that the dispute and non-placement determination will not be properly carried forward. 

I am requesting CFPB assistance to require XXXX to : Correct the account to reflect that repayment is not owed based on XXXX written non-placement determination and close the loan, or otherwise place the account into dispute/forbearance pending final resolution. 

Cease collection activity, including delinquency notices, calls, late fees, and threats of default, while the dispute is unresolved. 

Ensure no adverse credit reporting is made regarding this account while in dispute. 

Stop any further interest or balance accrual on an obligation that is disputed and should be cancelled. 

Carry forward the dispute status and documentation in any servicing transfer to AES. 

Provide copies of all governing documents, including the Final Disclosure, program agreements, and any XXXX servicing or transfer records. 

XXXX is attempting to collect on a loan that XXXX has already determined is not owed and is threatening delinquency and reporting while ignoring a long-standing written dispute. I am requesting CFPB intervention to resolve this matter and prevent improper credit harm.

Company response to consumer: Closed with explanation