Consumer complaint received 2025-10-01 00:00:00
Product: Student loan — Federal student loan servicing
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: FL

Complaint narrative:
I have filed more than XXXX complaint and disputed this with credit bureaus. Their response is always that they tried to reach me to let me know my loans were supposed to be in payment status .. upon further investigation when I was finally able to log in to my Nelnet account I found for the first time the notices that they were describing however those notices were sent to an old address that had been reported to the prior servicing XXXX on XXXX of XXXX. 
Nelnet is claiming that they sent me information that I was supposed to start paying my student loans, however Nelnet was sending those notices to an address and email that do not belong to me. 
In XXXX of XXXX I reached out to the prior servicer of my loans Great lakes servicing, at that time I was placed on a covid forbearance. While on the phone with Great lakes borrowing in XXXX of XXXX I updated my address with the advisor to the current address I still have now in a house that has been flooded XXXX times during the natural disasters that occurred last year here XXXX XXXX XXXX I updated my address over 2 years ago with my loan servicer, and for some reason when Great lakes transferred information about my loans to the new servicer Nelnet they did not provide Nelnet with the information I had provided them pertaining to my new address and email address. 
Unfortunately this caused an issue as Nelnet was sending notices of my repayment status to the wrong address, due to this I had no idea that my payments were supposed to be made. As of XX/XX/XXXX on my credit report my student loans were marked paid as agreed, in XXXX of XXXX not even a week later and now that reported that I was XXXX and 120 days late on my student loans. The months they are claiming I was late had been marked paid as agreed until XXXX of XXXX. This is all due to the fact that the advisor that I updated my address with back in XXXX apparently I did not inform Nelnet or enter into the system my new address. I distinctly remember it's XXXX of XXXX as I had gotten a piece of mail at my old address, the notice said that I was supposed to be in a repayment status and to call the phone number immediately. I did this and during the phone call they placed me in a covid forbearance on this very phone call, and at the end of the conversation I explained to the lady that I only received this notice because I was coming to check my mail and gather some belongings as I was moving into the address that I currently have now after the advisor offered me the code forbearance and applied it to my account I explained to her on that very phone call that my email and home address had changed, on this phone call I provided her with my current address and phone number. For some reason Nelnet sent me notifications and tried to reach me at my old address, I have not lived at that address in over 2 years and I did report my address and my updated email address and XXXX. The minute I found out I was supposed to be in repayment after discovering these negative marks on my credit I immediately got a hold of Nelnet, and during that phone call they changed my address email and phone number, however up until that point they had been sending notices to an address that I am not at all associated with as well as an email that I'm not at all associated with, and have not been associated with either XXXX of those for over 2 years. 
During the phone call I also asked for a forbearance to be applied to my account from XXXX due to the fact that my house is been flooded XXXX times. I am asking them to remove the late payments as they were sending information to the wrong address and I had no way of knowing that I was in payment status. When I look up my nail net account I physically see the notices were sent to an old address, and my current address was reported to Great lakes borrowing in XXXX. This is an error on the part of Great lakes servicing that is causing me great harm as I am trying to refinance my house that was destroyed XXXX times in the natural disasters that occurred XXXX XXXX XXXX XXXX and XXXX of XXXX. I am asking them to correct these negative marks due to the fact that Great lakes borrowing failed to update my address and email address when reported in XXXX. Please remove the negative remarks due to this error.

Company response to consumer: Closed with explanation