Consumer complaint received 2025-11-13 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: KY

Complaint narrative:
On XX/XX/2025 I logged into my Nelnet portal and submitted a request for a hardship forbearance. The website confirmed that my request was successfully submitted and I exited the web page. 

That request was never processed by Nelnet and when I called to resolve the issue, I was told there was no record of that request. I was able to go back in my browser history and confirm I sent the request and I provided screen shots. I also uploaded a document explaining that I needed the forbearance to accurately reflect the date I requested it, XX/XX/2025 ... because due to this error my account went XXXX  days past due and was reported as delinquent to all credit bureaus on XX/XX/2025. I had requested an advance on my bonus at work to bring my account current and when I knew I would not receive that advance on my bonus on time to catch the account up prior to going 90 days past due, I did what I was supposed to do and submitted a hardship forbearance request. 

When I was finally able to follow up on this all happening, it was XX/XX/2025. I called Nelnet, they told me they had no record of my request. While talking to an escalations team member on the phone I walked through the process again and submitted a request for hardship forbearance to confirm that I had done it correctly the first time. Every step and everything I saw on the screen is exactly what I saw that day talking to the XXXX Additionally, I then compared my browser history from XX/XX/2025 to the browser history of submitting the request again on XX/XX/2025 ... the browser history was identical and I had done each request from a different computer. The XXXX request from my work laptop and the XXXX submission was on my personal laptop. 

Despite me submitting documentation to prove this, I keep being told by Nelnet representatives that " no adjustment is needed '', they will not correct what is clearly their error, an error that is extremely damaging to my credit, which dropped nearly XXXX points overnight when they erroneously reported my account as delinquent, and damaging to my financial future. I will no longer be able to get approved for loans I need to replace my aging vehicle, or buy a new home in the city I moved to for my job. If I can get approved, my interest rates will be much higher, costing me tens if not hundreds of thousands of dollars more due to Nelnet 's mistake. Not a single representative has taken the initiative to correct the problem, though it is clear as day. They keep referring back to what they can't see in their system, and basically are telling me I never submitted the original request. Whats more is they have processed XXXX forbearance requests on my account, XXXX on XX/XX/XXXX and another on XX/XX/XXXX... but continue to insist I only submitted XXXX request, the request I submitted as a test on XX/XX/XXXX. They refuse to see that there is an error on their end and take corrective action and it has caused me real and measurable financial injury, not to mention the weight of the stress and anguish trying to get this resolved with no competent response or action. 

I have called in XXXX  times now to no avail. XX/XX/XXXX, XX/XX/XXXX, and twice on XX/XX/2025. I have finally decided to file formal complaints as Nelnet has given me no indication they are competent enough to even act on the issue. Not even an effort, just pass the buck, pass the buck and " sorry, no action is needed ''. They have made a clear error, that is verified by XXXX XXXX  browser history on my end proving I made the submission ... and because they have no idea what went wrong and can't see it in their " system '' they won't pursue a correct... well, no kidding they can't see it in their system ... if they could there wouldn't be a problem!

Company response to consumer: Closed with explanation