CFPB Complaint

NELNET, INC. – CFPB Complaint ID 3043784

Consumer Complaint Submission

Date Received: 2018-10-11T00:00:00

Product: Federal student loan servicing

Issue: Incorrect information on your report

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I am reaching out reguarding the response I recieved reguarding a previous complaint. I will attach previous complaint and response for reference.

To whom it may concern, I appreciate your time in assisting me with this matter. However most of the information you have provided me with continues to be inaccurate. You stated, Our records reflect XXXX XXXX was not your original Direct Loan servicer. Your six Direct Loans were serviced by Nelnet upon being disbursed by XXXX XXXX. This is incorrect, I will attach my loan account summary from XXXX XXXX for review, showing they were the original creditor. Secondly, you said that you were mailing me letters to an address in Florida? I have never resided in Florida, that address is inaccurate. Your response is appreciated, and much more respectful then most I have received from NELNET however you continue to validate my ( now growing ) concerns at the inaccuracies NELNET is reporting. Please remove the inaccurate late payments from all three credit bureaus Previous complaint : Within the past few years, I have had multiple issues with Nelnet. I originally went to XXXX XXXX in XXXX, and my original Student loan lender was XXXX XXXX. I had no problems in the beginning, while I was waiting to find a job my loans were in deferment. My loans then were transferred to Dept of Ed/Nelnet, I received a notice that my loan was transfered information however was not told this would effect my deferment. When I received my first bill in XX/XX/XXXX I filled out the paperwork for an extension on my deferment as I had not yet found a job as a XXXX. I never received a confirmation that my deferment was approved or denied, however I did not get another bill and stopped worrying. It was not until XX/XX/XXXX that I received a notice that my account was severly delinquent and I called immediately to resolve. I place another deferment on my account when offered. That extension took me until XX/XX/XXXX when I received a notice along with another option to defer. My parents had instilled in me the importance of good credit and I knew I was still not financially able to cover my payments at that time and did not want to risk negative remarks, so filled for another deferment by mail, sure that the same error could not happen twice. I received nothing from Nelnet until XX/XX/XXXX when I became worried that no news was not good news. I reached out to them and was told that my account again was in delinquent status, and was even told by the representative that she saw my deferment request from XX/XX/XXXX and stated she didn’t ” know what happened ” and gave her apologies. The representative said they had sent me notices by email, and when I asked what email, she had one that was not/had never been mine After My call in XXXX I asked to speak with a supervisor, and that had been the last of my troubles going forward. I reached out multiple times to Nelnet, Dept of Ed and XXXX with either no response or an explanation as to why, even if inaccurate, they do not remove late payment history. I was told by one representative that people try to ” scam the system ” and that is why they do not make changes. I tried to better my life going to XXXX XXXX and now as I get ready to look for a home, those inaccurate late payments are making it near impossible. I have reached out multiple times, and although told they apologize, and it was ” simple human error ” and to ” deal with the consequences ” I have decided to defer my complaints to CFPB in hopes of getting help removing these inaccurate late payments. I will attach some documents/responses I have received that I hope will help to assist with this matter and I look forward to hearing back from you.

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Response Dear XXXX, Thank you for your inquiry regarding your federal student loan account serviced by Nelnet. Your concern, as we understand it, is you have had issues with us in the past few years. You state that between XX/XX/XXXX and XX/XX/XXXX you applied for multiple deferments but received no bills or response to your requests. When you contacted us to ask about your requests, we explained notification had been sent by email to an email address that had never been yours. You are asking that the late payments we reported to the consumer reporting agencies be removed from your credit report. Our records reflect XXXX XXXX was not your original Direct Loan servicer. Your six Direct Loans were serviced by Nelnet upon being disbursed by XXXX XXXX. The email address we had on file at the time your loans were disbursed was XXXX, and is listed on your Direct Loans Master Promissory Note ( MPN ). The email address changed in XX/XX/XXXX, at which time we were no longer your loan servicer. Further, you did not select electronic correspondence as your preferred method of communication, so, in general, we sent you communication through postal mail. We do send email when your account becomes past due, and we also attempt to make contact by phone. In accordance with the terms of your MPN, you are required to update your loan servicer with any changes to your contact information. For your records, we will provide you with an overview of the events that occurred and led to the delinquencies we reported to the consumer reporting agencies ( CRAs ). XXXX XXXX reported that you graduated on XX/XX/XXXX, and you then entered into your six-month grace period. Toward the end of the grace period, on XX/XX/XXXX, we created your repayment schedule. Upon review, the address we had on file at XXXX XXXX XXXX also obtained from your MPN, was invalid. As a result, we updated your address to the last address provided to the U.S. Postal Service XXXX XXXX XXXX XXXX in XXXX XXXX, Florida. This address remained on file until XX/XX/XXXX. In alignment with your payment schedule, payments became due on XX/XX/XXXX. As a result, we began sending your monthly billing statements to your XXXX XXXX address. When your account became past due for payment, we further attempted to contact you by email, and phone, including text messaging. You did not contact us or make payments until XX/XX/XXXX, at which time you requested forbearance through text message. At no time did we receive a deferment request from you. Payments became due again in XX/XX/XXXX after your forbearance ended. Due diligence attempts to contact you regarding your account status were performed again throughout XXXX and into XXXX until your loans defaulted on XX/XX/XXXX due to non-payment. Please note that as your loan servicer, we were required to report the status and balance of your loans to the CRAs on a monthly basis. Based on the status of your loans at the time of reporting in XXXX, XXXX, and XXXX, the delinquencies we reported to the CRAs are valid. In accordance with the terms of your promissory note, the data furnishing requirements of the Fair Credit Reporting Act, and the Consumer Data Industry Associations reporting guidelines, we must report data that is accurate and truly represents the status of the account. Because we found the reports made to the CRAs to be an accurate reflection of your account at the time, the reporting will not be removed or adjusted. We hope you find this information helpful. If you have any other questions, please contact your current loan servicer, XXXX. We consider your credit dispute closed. Sincerely, XXXX XXXX Nelnet


Company: NELNET, INC.

State/Zip: NY

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 3043784

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