Consumer complaint received 2025-04-08 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: WA

Complaint narrative:
Nelnet responded with a form letter, and it did not respond to the issues I raised. To date, Nelnet has still failed to furnish any evidence that it sent me any correspondence ( to my home address or otherwise ) that required payments to restart. I have requested this numerous times on the phone and in writing. It had incorrect information on my file, and it relied on that faulty information rather than sending me notices to my home to my home address. I sent the following letter to them on XX/XX/XXXX, with no response from Nelnet : I am writing you regarding the responses I first received today via US Mail today, XX/XX/XXXX. First, it is good news that I am finally now receiving First Class US Mail from Nelnet, postmarked XXXX XXXX, even though it has taken forty-one ( 41 ) days for Nelnet to respond. I check my mail daily and I have not received mail from Nelnet for almost 5 years. 
Next, in your letter addressed to me and letters provided to others, Nelnet claims it sent a letter to me at my home address on XX/XX/XXXX regarding auto debit continuance. As I wrote to you last, I have not received any US mail or other correspondence from Nelnet since the year XXXX. It is disingenuous for Nelnet to report that it had sent this letter to my home when weighing the evidence that it had not. No less than two ( 2 ) Nelnet account representatives on or about XX/XX/XXXX or XXXX, XXXX ( and potentially others ), on recorded phone conversations, reported to me that no mail was sent to my home address. They reported correspondence was being sent to an email address that did not belong to me I corrected the email address immediately on that first call. 
Another interesting fact is the incorrect email address that the representatives told me on my calls with Nelnet ( on or about XX/XX/XXXX or XXXX, XXXX ), is not the same email address that I provided on the Master Promissory Note ( dated XX/XX/XXXX ), that Nelnet attached to the correspondence I received yesterday. If Nelnet used an incorrect email address to send correspondence, and then it didnt send correspondence to my home address, that is not my fault. Nelnet had an obligation in the Master Promissory Note to send notice by the following method, Any notice required to be given to you will be effective if it is sent by first class mail to the most recent address that we have for you, by electronic means to an email address you have provided. My home address has not changed in 25 years and the email address identified on the Master Promissory Note is correct, but no notices or correspondence was sent to that email address. 
It is also telling that today after receiving your letters, when I called for assistance again, I spoke with another Nelnet account representative, again on a recorded phone conversation, she could not tell me if a letter had been sent in XXXX or XXXX at all. When I asked her for the date the letter was sent to me, she could not tell me ; when I asked her if a letter was sent to me in the month of XXXX, she again could not tell me what day a letter was sent to me. I confirmed with her that all phone conversations are recorded. When I asked her how I can receive copies of the audio recordings, she told me that she was not sure because no one had ever asked her for them. She transferred me to an escalation team member to answer that question. 
I spent the next hour and 37 minutes attempting to again resolve this matter with Nelnets escalation team member, who apparently was working from home ( evident by small child noises in the background ) and had poor internet service connectivity to Nelnets system. As I asked her the same questions that I asked other previous representatives, specifically when letters were sent and how many were sent to my home address, she claimed that twenty-eight ( 28 ) letters were sent in XXXX and twenty-eight ( 28 ) were sent in XXXX, and on top of that she claimed that monthly statements were sent to my home address every month. This is a dramatic change from what the earlier representatives told me. It feels to me like someone at Nelnet is trying to cover their tracks. If this was true, I would have received 80 pieces of mail throughout the two-year span, or almost a letter every week. Surely if that was true, I would have received at least one of them in that two-year span, but I did not.

I asked the escalation team member if she would, on the spot, email me all the letters that she claimed were sent to my home address. She was very careful in how she responded. She said no sir I will send you some of them. As I questioned her again, if Nelnet had already sent them to me, why she would not send them to me? She said she would not send them to me. I asked, will you not send them to me because you cant or because you dont want to?. She responded adamantly that she will not send them to me. She wouldnt answer the question. I cant understand why Nelnet is being so secretive about its communication with me on this subject. If it sent these fifty-six ( 56 ) letters and twenty-four ( 24 ) paper statements to my home address in a two-year span, and has saved PDF copies of these letter, why will it not send them to me now. After I shared my concerns, she agreed to send me some of the letters. Moments later, I received two emails, one containing a PDF dated XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. The second email, again sent yesterday, contained letters dated XX/XX/XXXX and XX/XX/XXXX. She said she would not send any other letters. 
As I was on the phone with her, and she was attempting to re-log onto the Nelnet system, I examined the letters. I noted to her that in the most recent letter ( that she emailed to me yesterday dated XX/XX/XXXX ), it says that Below is a snapshot of your current student loans for informational purposes ; no action is needed from you. Then, we will send a billing statement three weeks before your due date. I again questioned the escalation team member if she would please send me copies of the letter that followed these letters, that provided notice that a payment was due, or a statement representing a payment was due. She said Nelnet had already sent those to me and she said, I will not email those letters to you. to date, I still have not received any evidence that Nelnet sent me notices that required payments to resume, and as of yesterday it is refusing to send me copies of what it claims it sent me regarding the matter. Nelnet is acting in bad faith in its dealings with me. 
Another very disturbing comment she made on the phone with me, and one that other representatives have told me too, she indicated that most of her calls are dealing with this same issue and that at some point Nelnet may need to change their stance on correcting peoples credit reports, but she said that is not the case today. She said, its your word against ours, sir. I am outraged at this. How can an entity representing the Department of Education, an entity in my own government, that is funded by my tax dollars, and the interest that I pay, all in the interest of educating my children, treat me as a liar when Nelnet has clearly failed here, and it refuses to look at this matter objectively. 
When I wrote to Nelnet in my letter dated XX/XX/XXXX, out of an abundance of caution, I notified Nelnet that it must preserve all documents, electronic and otherwise, because litigation would likely ensue. I also requested Nelnet to provide all recorded phone conversations between myself and Nelnet and requested it be sent to my home address. Nelnet has not provided the recordings or responded to my notification of document preservation. Further, I still have not received copies of any notices ( that Nelnet claims it sent ) that represent payments were due or late. 
At this point, I believe that these letters and statements Nelnet claims it sent to me were either created after the fact ( to cover Nelnets tracks ), or they were sent to an incorrect email address that I did not provide. Both of which are not consistent with the Master Promissory Note. Nevertheless, once Nelnet believed my accounts were delinquent, it should have escalated its correspondence with me and sent correspondence to my home address before it reported negative credit information. Nelnet failed to do that, and now is attempting to make me responsible for Nelnets failure, another act of bad faith.

I also believe that Nelnet is experiencing internal problems because of indecisive direction coming from the government, the courts, and the President of the United States, and its systems are in disarray. My belief is founded in my conversations with Nelnet representatives and what I have read in the news. I also believe that it is attempting to make thousands if not millions of people pay the consequences of these problems. I am not willing to accept that. 
If Nelnet is acting in good faith, it should willingly and immediately provide the following information that I have requested : 1. Copies of all eighty ( 80 ) correspondence items Nelnet claims it sent me in XXXX and XXXX, including twenty-four ( 24 ) account statements and fifty-six ( 56 ) letters. Please send all this information to my home address. It should also send me copies of all notices that payments were due or late whether sent in XXXX or XXXX. 
2. Provide all audio phone recordings between myself and Nelnet representatives between XX/XX/XXXX, and XX/XX/XXXX, in a readily available file format. 
Based on my review of the facts, and the information Nelnet has provided to date, Nelnet needs to own up to its failures and correct my credit report. 
I stand ready and willing to resolve this matter without a lawsuit, however time is of the essence, Nelnet must correct my credit report.

Company response to consumer: Closed with explanation