Consumer complaint received 2026-03-31 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:
My federal student loans were previously serviced by Great Lakes XXXX XXXX XXXX, where I was enrolled in automatic payments ( autopay ) and my account was current and in good standing. During XXXX, Great Lakes transferred its entire loan portfolio to Nelnet as part of a Department of EducationXXXX consolidation of federal loan servicers. When my loans transferred to Nelnet, my autopay enrollment was not migrated. I was not adequately notified that my automatic payments had been discontinued. This transfer also coincided with the federal XXXX student loan payment pause, which ended on XX/XX/XXXX. When payments resumed after the pause, I believed my autopay was still active. Because it was not, my account became delinquent. This delinquency was not caused by any refusal or inability to pay ; it was caused entirely by XXXX XXXX failure to carry over my autopay arrangement during the servicer transition. When I became aware of the situation, I immediately took corrective action, including requesting a forbearance to bring my account current. However, Nelnet reported the delinquency to all three credit bureaus, damaging my credit. The Department of Education implemented a XXXX " on-ramp '' period ( XX/XX/XXXX through XX/XX/XXXX ) specifically designed to protect borrowers returning to repayment after the XXXX pause. During this on-ramp period, missed payments were not supposed to be reported as delinquent to credit bureaus. On XX/XX/XXXX, I submitted a formal credit dispute letter to Nelnet requesting removal of the delinquency from my credit reports. On XX/XX/XXXX only XXXX days later Nelnet sent a denial letter stating that my forbearance request was received after the delinquency occurred, and that a forbearance does not remove credit reporting due to delinquency. This response fails to address the cause of the delinquency, which was XXXX XXXX own failure to transfer my autopay enrollment from Great Lakes. The XXXXday turnaround also raises questions about the thoroughness of the investigation. Nelnet did not address whether my autopay was active with Great Lakes, when it was discontinued, what notifications were sent, or whether the on-ramp protections applied. Since discovering the issue and confirming my autopay had been discontinued, I have not only resumed regular payments but have been making extra payments beyond what is owed. I have acted in complete good faith throughout this process. The delinquency on my credit report does not reflect my behavior as a borrower it reflects a failure in Nelnet 's servicer transition process. I am requesting that Nelnet REMOVE ALL DELINQUENCY MARKS from my credit reports with XXXX XXXX and XXXX and provide a written acknowledgment that the delinquency resulted from the failure to migrate my autopay enrollment during the Great Lakes transfer. I also request that Nelnet produce documentation showing my autopay status at the time of transfer, when it was discontinued, and what notifications were sent to me regarding re-enrollment.

Company response to consumer: Closed with explanation