Consumer complaint received 2025-05-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Nelnet, Inc.
State: TX

Complaint narrative:
I am currently in the process of buying a home and thus, recently checked my credit score. I have never been concerned about it as I have consistently made and make all of my payments on time. In XXXX, I pulled my report to see it was at XXXX which came as a complete shock to me. I did some investigating and 1. payed off my debt on my XXXX card ( over $ XXXX, but still never missed a payment so I thought that was odd ) as I assumed that was the issue. Upon that I found that I had a federal loan pulled out that had started repayments that I was completely unaware about. I spoke with NelNet today ( XXXX - spoke with XXXX XXXX and he expressed that Great Lakes was bought out by NelNet and during the transfer process they did not provide my correct email. The email transferred and expressed on the recorded line between XXXX and myself was XXXX. The correct email at the time would have been XXXX. I went on to ask why none of those emails came back to them as invalid as that is not an active email ending in XXXX vs XXXX. He said he was unsure. I asked if they attempted any other form of reaching out to me and he said they made a few calls yet did not leave one voicemail. I personally do not answer phone numbers that I do not have in my phone as there are far too many spam calls. I asked him if they sent anything to the address they have on file for written communication and he expressed they do not do that unless they are requested to. Thus, there was absolutely no way that I could have been informed 1. the company Great Lakes was bought out by NelNet and 2. that this loan was to start its repayment right after the buyout of the company was. XXXX could not provide this conversation in writing for third party proof of conversation, however, he said that the phone call is completely recorded for purposes like this if needed to be played back. I ask that you listen to him state 1. the email that was transferred from buying out the old company was incorrect. 2. there was no attempt to leave a voicemail on my phone number that has not changed ( + that there were " a few attempts '' to call my number ) and 3. there was no attempt at sending a letter to my home address that they have on file. Thus, I am asking for a review in my credit as I found out about this loan by checking my credit score and backtracking. I created a NelNet account immediately, paid off what was owed to my name ASAP without even knowing what I was paying as I have NEVER been late or have sat on anything that I was completely aware of to find out on my own that the issue/ lack of communication from Great Lakes/NelNet does not call in my hands. I am XXXX XXXX XXXX  and finally financially at a point to buy a home with my husband just to be pushed back on this situation that is completely out of my control. I ask that you take a look back on everything and reconsider the points that were deducted because of this NelNet situation. Thank you so much! Happy to hop on the phone with anyone at any given time!

Company response to consumer: Closed with explanation