Consumer complaint received 2025-10-08 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: CA

Complaint narrative:
I am filing a formal complaint against Nelnet, XXXX for reporting a XXXX delinquency on my federal student loans after the COVID-era servicer transfer period, despite my established history of on-time payments and active auto-pay enrollment with the previous servicer. 
Background : I originally held federal student loans serviced by Great Lakes Higher Education Corporation, where I maintained an active prior-pay arrangement with my banking information on file I placed my loans in COVID forbearance as permitted under the CARES Act During the forbearance period, my loans were transferred from Great Lakes to Nelnet without my request When forbearance ended, my loans were subsequently transferred from Nelnet to XXXX ( XXXX ) Throughout this period, I received inadequate notification about these transfers and the requirements to re-establish payment arrangements The Issue : Despite having banking information and payment authorization on file with Great Lakes XXXX Nelnet failed to transfer this payment information when my loans were moved to their servicing. Rather than : Transferring my existing payment enrollment and banking information, OR Proactively notifying me that I needed to re-establish banking information with specific deadlines, OR Attempting to process payments using my previously authorized banking information Nelnet instead allowed my account to become delinquent and reported a XXXX late payment to the credit bureaus. I believe Nelnet 's failure to transfer payment information or attempt to process previously authorized payments may have been a business decision to avoid transaction fees on potentially insufficient funds across their large borrower population during this chaotic transition period. This decision prioritized their convenience and cost-savings over borrowers ' credit health. 
My Good Faith Actions : I maintained perfect payment status with Great Lakes prior to COVID forbearance I immediately resumed payments when I became aware of the situation with the new servicer, XXXX XXXX placed me in forbearance status upon transfer, and I have since maintained current status This delinquency is the only negative mark on an otherwise exceptional credit history Requested Resolution : I request that the CFPB investigate Nelnet 's practices during servicer transfers and require them to : Remove the XXXX delinquency from my credit reports with all three bureaus Provide documentation of what notification was sent to me regarding the transfer and payment restart requirements Confirm whether they had access to my banking information from Great Lakes and explain why they did not use it or transfer it The COVID-era servicer transfers were chaotic enough without servicers compounding the problem by failing to transfer critical payment information. I should not suffer long-term credit damage because Nelnet failed XXXX properly onboard my account. 
Account Information : Current Servicer : XXXX ( XXXX ) Previous Servicers : Nelnet ( reported delinquency ), Great Lakes ( original ) Account Number : XXXX XXXX Social Security Number : XXXX Thank you for your attention to this matter. 
Sincerely, XXXX XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation