Consumer complaint received 2025-12-03 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: AZ

Complaint narrative:
I am submitting this complaint because I have new information that was not included in my prior complaint, and I am requesting a new investigation under the Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681s-2 ( b ). The previous response from Nelnet did not evaluate or address the updated information I am providing now. This new information materially affects the accuracy, completeness, and fairness of the credit reporting on my account. 

SUMMARY OF THE ISSUE : Nelnet is reporting seven separate late payments across multiple loan segments for the same single hardship period on my Federal Direct XXXX Loans. Although the data may be technically accurate, the way it is being furnished is materially misleading and disproportionately harmful. All late payments stem from one isolated hardship event. After becoming aware of the delinquency, I immediately entered forbearance, corrected the issue, and brought all loans fully current. I have remained in good standing with no further delinquencies since that time. 

NEW INFORMATION NOT PREVIOUSLY REVIEWED : Nelnets prior investigation simply stated that the data was accurate, but they did not review the new information below, which I am now submitting : Hardship Circumstances : The late payments occurred during a documented hardship period that directly affected my ability to pay. 

Immediate Corrective Action : As soon as I learned of the issue, I entered forbearance and brought my account current. 

Perfect Payment History Since : My loans have remained fully current with no further late payments after the hardship event. 

Business Credit Impact : The seven negative marks are seriously damaging my credit. This is preventing me from accessing business credit needed to operate and grow my business. This directly affects my income and my ability to repay my student loans faster and more consistently. This information was not part of my previous complaint. 

Material Misrepresentation : Reporting seven separate delinquencies for a single shared hardship event is misleading and creates an inaccurate picture of my overall creditworthiness. 

Because this information was not evaluated previously, I am submitting it now as new evidence requiring a new investigation. 

FCRA DUTY-TO-INVESTIGATE : Under FCRA 15 U.S.C. 1681s-2 ( b ), once a consumer submits a dispute or new relevant information, the furnisher ( Nelnet ) must : Conduct a reasonable investigation Review all relevant information submitted by the consumer Accurately report the results Correct, update, or delete any information that is incomplete, inaccurate, or misleading Notify all credit reporting agencies of corrections Nelnet did not meet these requirements in the last investigation because they did not consider the new hardship information, my updated payment history, or the severe business and income impacts. 

GOODWILL ADJUSTMENT REQUEST : I am requesting that Nelnet consider a goodwill removal of the late payments associated with this single hardship period. This is not a claim that the data was incorrectly reported, but a request for fairness, accuracy, and proportionality. All the late marks are from one event, yet they appear as seven separate delinquencies, causing disproportionate harm to my credit. 

Removing these late payments would : Fairly reflect my real payment behavior Allow me to access business credit Increase my income Strengthen my ability to consistently repay my federal student loans Correct the misleading impression created by multiple duplicative negative marks WHAT I AM REQUESTING FROM THE CFPB : I respectfully ask the CFPB to : Require Nelnet to conduct a new, complete investigation using all new evidence submitted. 

Require Nelnet to document how they evaluated the hardship, current account status, and business credit impact. 

Require Nelnet to reconsider the one-time goodwill adjustment. 

Determine whether reporting seven late marks for a single hardship event is compliant with FCRA standards of accuracy, completeness, and fairness. 

Ensure that any corrected information is furnished to all three credit bureaus. 

CONCLUSION : I am not asking for inaccurate information to be falsified. I am asking for a fair and reasonable resolution based on new information, documented hardship, my current perfect standing, and the severe credit impact that is now preventing me from financially stabilizing and repaying my loans more effectively. 

Thank you for reviewing this complaint with the new information included.

Company response to consumer: Closed with explanation