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I am trying to figure out the best way to fight this and want the communities input. In February I set up autopay to my chase account savings account. I did this through the mobile app. Well fast forward three months I get nasty gram telling me I am almost 90days late and to pay my loan. I got this notification while on vacation. Using the mobile app I made a payment and to bring the account current. While it appeared successful from the app point of view it failed on the backend. I took a 90day late on my credit and my credit scores were annihilated. I have not been late or missed a payment for over 15 years! Seems excessive to drop my credit score over 100 points for something I was trying to pay.
So how do I fight this? Trying to work with Nelnet customer service seems like a dead end. Disputing this via the credit bureaus seems possible but not a sure thing as I am still ultimately responsible.
It seems that technology failed me in this case.
1. Despite selecting the correct funded account Nelnet defaulted to my original bank account which was closed hence the rejection.
2. While it is my responsibility to make sure payments are made I feel the way in which the communication with users needs to be revamped to clearly alert the users of account/payment issues.
3. I can't seem to get past customer service to talk to someone who can make an informed decision based on the evidence I have collected.
Any angles or advice is welcome.
@thespuds wrote:I am trying to figure out the best way to fight this and want the communities input. In February I set up autopay to my chase account savings account. I did this through the mobile app. Well fast forward three months I get nasty gram telling me I am almost 90days late and to pay my loan. I got this notification while on vacation. Using the mobile app I made a payment and to bring the account current. While it appeared successful from the app point of view it failed on the backend. I took a 90day late on my credit and my credit scores were annihilated. I have not been late or missed a payment for over 15 years! Seems excessive to drop my credit score over 100 points for something I was trying to pay.
So how do I fight this? Trying to work with Nelnet customer service seems like a dead end. Disputing this via the credit bureaus seems possible but not a sure thing as I am still ultimately responsible.
It seems that technology failed me in this case.
1. Despite selecting the correct funded account Nelnet defaulted to my original bank account which was closed hence the rejection.
2. While it is my responsibility to make sure payments are made I feel the way in which the communication with users needs to be revamped to clearly alert the users of account/payment issues.
3. I can't seem to get past customer service to talk to someone who can make an informed decision based on the evidence I have collected.
Any angles or advice is welcome.
Like you said - ultimately, it was accurate, so a dispute would be a bad idea.
Honestly, I would try to leverage your 15 years of good history + one time payment glitch (which you immediately corrected) and goodwill letter saturate them.
Nelnet isn't very accomodating, so it's an uphill battle. But you've got nothing but time and stamps to lose.
No offense taken. You are correct I should have gone in and cleaned up my accounts on their portal. I hope I can find the right person to look at their processes or at least acknowledge the glitch and make a correction.