Consumer complaint received 2020-03-19 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Nelnet, Inc.
State: FL

Complaint narrative:
Ive always had great credit and always make sure that I make 100 % of on time payments of loans so it wont be negatively reported on my credit. Recently I got a erroneous reporting off 17 late payments reporting on my credit report from Nelnet in regards to my students loans which every year that an annual recertification is due from me to Nelnet on in XXXX of every so that my payments can stay current. I send my annual certification by email to Nelnet on the XXXX of XX/XX/2019 with everything completely filled out in order to renew my annual certification for that year. Assuming everything with received and process I never received no notifications from Nelnet which they usually contact me by email informing me to provide any additional information or documents. Then last month, XX/XX/XXXX to be exact in the process of me looking to purchase a home as a first time homebuyer I received a notification that 17 late payment was reported on my credit report which tanked my credit score tremendously by 189 points. Being suddenly aware of this I contacted Nelnet and spoke to a young lady by the name of XXXX that was extremely helpful. I explained to her what had happened and she informed me that yes they did receive my annual recertification but it wasnt process but not to worry shell send me out another one to sign and that she will backed date the late payment to XXXX which will fix my late payment reporting with the bureaus. So while on the phone with her I signed a new annual certification and submitted to Nelnet. Then once completed I reiterated again to XXXX so by me doing this new annual will the late reporting that you guys reported to the credit bureaus will it be deleted from my credit report and get my scores back up? XXXX response was yes give it until the second week of XXXX when we do reporting and it will illustrate on your credit reporting and your credit score will jump back up with the accurate reporting. So I waited until XX/XX/XXXX and credit scores update but the 17 late payment reported by Nelnet was still showing on my credit report. Mind you I have never had any late payment reporting on my credit report this is the first EVER! So I called Nelnet to figure out why the late payment was still showing after XXXX told me it would be removed. I spent 3 hours on the phone that day getting the run around from different reps telling me that what XXXX said was not true and that they would not be able to remove the late payment even if they backed dated it to the original date that the payment was due for annual recertification in XXXX. So now you can imagine I can pretty tense and irate because thats not what was informed to me. So I spoke to an XXXX the manager at the time who was so nonchalant about the whole situation, cutting me off every time I was explaining the situation and just bursted out and stated that WERE NOT GOING TO REMOVE IT! XXXX didnt not mean to tell you that shell listen to the recording and if they made an error on their parts theyll report it to the credit bureaus as an error and get it remove. So I waited another 15 minutes for her to listen to the call and even after listening to the recording she said that XXXX didnt mean to tell me that the reporting would be remove and its not an error on their parts and it will not be removed. So I asked to speak to her superiors and she refused to let me speak to them stating that they were all in meetings. So I insisted on waiting for them on the line until their meetings were over but she kept saying that request wasnt possible. So then I asked her to put herself in my shoes what if your score went down by 189 points? In the middle of you trying to purchase your first house? Then she responded sir its not my issue and hung up the phone in my face. So I called again, but this time asking for a direct decision maker and kept getting the run around again, saying that no one was available and that I would have to email them. So I asked for the decision makers phone numbers and they responded those people doesnt have phone numbers. Can you imagine how frustrating and irate of a day I had with these people. All Im asking whoever is reading this is to please make this right and get these 17 late payment reportings on my credit report off so I can achieve the ultimate American dream and be a first time homebuyer. This was a mistake on Nelnets part and I should not be facing the consequences. Thank you in Advance, XXXX XXXX

Company response to consumer: Closed with explanation