Consumer complaint received 2025-08-08 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Nelnet, Inc.
State: TN

Complaint narrative:
On XX/XX/XXXX I received notice that my credit score had dropped a total of XXXX points due to all 9 student loan accounts being marked as 90 days past due via reporting from my loan servicer ; Nelnet. On the XXXX of XXXX, I called Nelnet and spoke to an associate who explained that the XXXX payment was not included in their reports because it was not processed on time. I told her that my due date was on the XXXX, and that on that evening, I made a payment for the amount of {$280.00}. She stated that because my due date fell on a Saturday, it would not have been processed until the next business days ( XXXX XXXX XXXX ), however, because Nelnet reports to creditors on the last day of the month ( XX/XX/XXXX in this case ), my payment was simply not caught in time for reporting. She assured me that this was an easy fix, and as such, submitted a dispute on behalf ; citing it as a Nelnet error. 

On XX/XX/XXXX, I contacted Nelnet and spoke to a Resolution Specialist by the name of XXXX in an attempt to understand why Nelnet determined the report as Valid. Unfortunately, the call was extremely XXXX. 
As I did earlier, I explained that I had made my payment on my due date, however, it fell on a Saturday. XXXX rudely stated that it was my responsibility to know that my due date fell on a non-business day and to plan accordingly. He also stated that such information is clearly stated on the website. Looking on the XXXX XXXX XXXX FAQ webpage, the following information regarding non business day payments is as follows : Question : What happens if my scheduled debit falls on a Saturday, Sunday, or holiday? 
Answer : If your debit date falls on a weekend or holiday, your payment will be automatically debited the following business day, but your loan ( s ) will not be considered past due. Auto debit payments are posted with an effective date of your scheduled debit date. 


There is no information on how this affects individuals like me that have a due date that falls within 2-3 business days of credit reporting. 

I also stated that the only other place this information is listed is in the payment portal, meaning a consumer will only see the information when they are actively making a payment. I asked how would this have affected someone who submitted a payment through mail, as the mail slip does not have ANY information regarding what would happen if I submitted a check that was received on a Saturday. Because the call had become so XXXX  at this point, I do not recall his response. 

It is important to note that XXXX stated because of the processing time of my XX/XX/XXXX payment falling in XXXX, my account reads as if I did not submit a payment for XXXX. However, if this is the case, and this was grounds to report to creditors, why is there not an additional past due balance included on my account? 

I explained to XXXX ( and the other Nelnet representatives ) that I had experienced confusion regarding past due correspondences. On XX/XX/XXXX I received a statement via my personal email stating : Dear XXXX, Your Nelnet account is currently 75 days past due. Please let us help. Reach out to us if you cant afford your payment.

We understand that it might be challenging to keep up with your payments. You have two options to bring your account up to date : Make a payment using the methods listed below or contact us to help you find a repayment option thats more affordable for you. 

I read this statement to XXXX, and told him that I also received a correspondence uploaded XX/XX/XXXX stating that my account was 90 days past due, however, when this correspondence came to my inbox, it did not include the actual content of the message, and that I would have needed to log into the Nelnet to view it. When I explained that I thought that the 75 days past due statement was what I thought I should have gone by, XXXX stated that the XX/XX/XXXX statement was due to my payment from XXXX and that it did not reflect the accurate amount of time I was past due at that time. I stated that there was no way that myself, or anyone else for that matter, would infer that I should not have trusted the information in the XX/XX/XXXX message to be inaccurate, and as such, went with scheduling my payment on my established due date which would have been 88 days past due. 

I told XXXX that I was confused and that none of this made sense to me, and that due to the hostility of the call, that I would prefer to speak to someone else. XXXX refused, stating that I was mad at the facts, and that no matter who I spoke to, they would say the same thing. XXXX stated that unless I had a new inquiry, he was done assisting me. I asked if there was a way that this could be escalated, to which he submitted a report to another unit that will be calling in 7 business days. Due to the nature of my experiences with Nelnet recently, specifically with XXXX, I do not trust that they are willing to look at my case with an impartial eye. 

On XX/XX/XXXX, I spoke to XXXX, and after explaining my situation, and showing them that I had paid off my entire past due balance on XX/XX/XXXX, they recognized that outside of this incident, my credit history was excellent. As a result, they submitted a goodwill dispute with the hopes of listing all accounts as pay as agreed. I also spoke to XXXX  who echoed that my history was XXXX, and decided to submit a dispute on behalf, however, due to my account regarding the most recent interaction with XXXX, they urged me to submit a CFPB to possibly escalate the issue. 

In conclusion, I am being harshly penalized due to a series of unfortunate realities ; a due date 2-3 days before credit reporting that happened to fall on a non business day. I have made my payments on time, with extra amounts added to slowly chip away at the past due balance until I was able to afford to pay it completely off ( which has been done ).

Company response to consumer: Closed with explanation