Consumer complaint received 2025-11-16 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: CO

Complaint narrative:
I am disputing XXXX negative marks on my credit submitted by Nelnet for the account of XXXX held by me, XXXX XXXX. Nelnet submitted XXXX missed payments per month for XXXX consecutive months for the XXXX loans I hold under account XXXX. The months missed payments where reported were for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 

I am disputing these negative reports on my credit because Nelnet did not effectively communicate with me or send me the documents I needed and requested from them. I was sentenced to a prison term of XXXX  years in the state of Colorado on XX/XX/XXXX. Up until this date I had been recertifying my income driven repayment plan annually and filing all the necessary documents to stay current and in good standing on my student loans. I knew I would need to communicate with Nelnet from prison and was proactive by sending them a letter in XXXX of XXXX. In that letter I made clear that I could only communicate via paper mail, XXXX Postal Service, and I had no internet access. Nelnet did not respond to my letter. 

I wrote again in XXXX of XXXX. In this letter I again stated that I needed paper forms to recertify my income-based repayment plan and I also asked for any upcoming deadlines or dates I would need to be aware of. Still, I got no response from Nelnet. 

I wrote again in XXXX of XXXX. In this letter I expressed frustration at not receiving any responses and I reiterated the fact that I can only communicate via paper mail because I am in prison. I requested the necessary forms for an income-based repayment plan. I also made it known that I had filed my federal and state taxes for XXXX from prison using paper tax returns and that I had copies of those returns because I knew they were needed as proof of income for the income-based repayment plans I was requesting. I still got no response from Nelnet. 

I wrote a XXXX time in XXXX of XXXX. I explained how I had been writing and getting no response and that I was trying to communicate with my loan servicer. I explained again that I can only communicate by mail. I also made clear that I wanted to stay current on my loans and needed the necessary forms to do so. I did not receive a response to that letter in any form that I had access to. 

I was eventually released early in XXXX of XXXX and within a week of release I contacted Nelnet to begin the process of becoming current on my student loans. When I accessed my online account, I noticed that Nelnet did in fact respond to my last letter from prison, but their response was an electronic letter to my online Nelnet account dated XXXX of XXXX. I was still in prison in XXXX of XXXX. I had no access to this correspondence. Moreover, it appeared that my letters were not really read because the response I was given only gave me options to get the forms I needed from online sources. Furthermore, the header of the XX/XX/XXXX electronic letter from Nelnet had the address of the XXXX I was at with my prisoner identification number. This showed me that Nelnet did in fact know I was in prison but still choose to ignore my requests for paper mail communication. 

If Nelnet had responded to my letters by XXXX Postal Service I would have qualified and been able to recertify my income-based repayment plan annually like I had been doing for years prior. I also would have avoided any missed payments. 

I was proactive during my incarceration and attempted to communicate with Nelnet, my student loan servicer. My letters were clear and requested paper communication and paper forms. Nelnet ignored these requests. I am asking Nelnet to remove the XXXX negative marks they reported to the credit bureaus. 

XXXX XXXX

Company response to consumer: Closed with explanation