Consumer complaint received 2025-07-30 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: NC

Complaint narrative:
On XX/XX/XXXX2025, I pulled my credit report and noticed 3 lines of " Serious Delinquency '' ( all by same company ) for past due balance on a student loan. These loans resided with Nelnet. I pull my credit report frequently and am proud of my XXXX credit score. Nelnet 's reporting dropped my credit score to XXXX! I am in the process of securing a new mortgage and this drop in my credit score will obviously significantly impact my ability to secure a mortgage.

I immediately called Nelnet and learned they recently brought forth several years worth of delinquencies due to XXXX. I made a cash payment over the phone with XXXX on XX/XX/XXXX for {$1300.00} to bring my account current. I was informed by XXXX that Nelnet would report to the credit reporting agencies at the end of the month and that my account ( s ) would show as current, thereby removing any derogatory credit remarks of " Serious Delinquency ''. 
On XX/XX/XXXX2025, I accessed by Nelnet account to set up autopayment for monthly payments. I noticed that my account reflected inaccurately, showing I had made the {$1300.00} payment on XX/XX/XXXX2025. This was inaccurate as I made the payment over the phone on XX/XX/XXXX and was concerned this inaccuracy on Nelnet 's part would impact the correct reporting to the credit reporting agencies. 
I called Nelnet on XXXX and spoke with XXXX. He assured me they had received my payment of {$1300.00} on XX/XX/XXXX but that he would need to now send a " request for correction '' to some other department within Nelnet due to their error. XXXX further explained that this request for correction would be retroactive to XX/XX/XXXX, thus removing any derogatory reporting to my file. 
I checked my credit file daily and on XX/XX/XXXX2025 when I did not see any corrections, I called Nelnet again and spoke with XXXX. He indicated the request had been sent to " their processing dept '' and that as soon as it was processed I would see the correction to my credit file. As I had been told this by two other representatives at Nelnet, I escalated to a manager. I spoke with XXXX and Acct Manager who assurred me that Nelnet had made an error and was reporting negatively in error. ( This conversation and others are certainly recorded by Nelnet for verification ). I asked her to send me a letter I could send to my mortgage company but she was " unable to do so '', citing they only have form letters they can send. All I was able to receive from them was a confirmation of payment - which I didn't need - I know I made the payment on XX/XX/XXXX. 
Today, XX/XX/XXXX2025, I received written correspondence from Nelnet dated XX/XX/XXXX25, indicating that " after careful review of your account, we have determined that our credit reporting on the student loan ( s ) referencing in your inquiry requires no adjustment because : All credit reporting is valid and accurate. 
Frustrated over this entire situation, I called Nelnet again today ( XX/XX/XXXX ) and spoke with XXXX. I explained all details, every call, every transaction. He placed me on hold to speak with a Supervisor. When he returned to the phone, he stated he and his supervisor were in agreement with previously confirmed errors and inaccuracies and that they were immediately escalating a NEW request for correction. XXXX told me his supervisor, XXXX, would email me in 1 week to confirm all corrections have been made. 
I am out of time. I can not wait another week for this correction to be made. I have a pending mortgage that I must have executed and these inaccurate derogatory reportings are preventing me from securing a loan and a home. 
Please assist in resolving this important matter.

Company response to consumer: Closed with explanation