Consumer complaint received 2018-08-14
Company: Nelnet, Inc.
State: ID
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Trouble with how payments are being handled

Complaint:
My student loan from XXXX XXXX was abruptly given to Firstmark Services, apparently previously known, or owned, by a terrible student loan servicer with lawsuits against them, Nelnet, on XX/XX/2018. Before this happened I researched XXXX XXXX and found nothing but terrible things about them, including how fraudulently they handle payments. They regularly do not credit payments to due dates, loose or lie about having cashed or received payments, and do not resolve the problems that they have created for their customers. I made my payment due XX/XX/XXXX through my old servicer, XXXX XXXX, on XX/XX/XXXX. When my account was transferred to XXXX I did not have a payment due until XX/XX/XXXX. I purposely did this after learning about the terrible problems other people had with them just being honest about payments made. On XX/XX/XXXX I created an online account with XXXX. My balance was {$50.00} due on XX/XX/XXXX. I was extremely anxious and worried about making a payment. Based on the recommendations I found from other customers on their XXXX   review page, I paid online and not by check, which XXXX regularly lies about having received ( seriously, check out the 60+ negative reviews on the XXXX  page for all the information you could possibly want ). On XX/XX/XXXX, I logged in again and made a payment of {$50.00} for my XX/XX/XXXX due date. It was debited and cleared my bank on XX/XX/XXXX. My XXXX online account records the payment as being paid on XX/XX/XXXX. I was on vacation for the last 2 weeks of XXXX and didn't have steady internet access. When I returned home on the XX/XX/XXXX I immediately checked my XXXX account, thinking, " no way could they ignore my payment made a month ago in plenty of time for my due date. '' Sure enough, they have. The payment has not been credited to my XX/XX/XXXX due date. I contacted them through their online email contact form. I do NOT do business over the phone due to having no way to record and prove anything said on the phone. By mail or email with physical proof is the only way I do financial business. I received an email back the next day from a XXXX XXXX, who blatantly ignored my question of why the payment was not credited ( how is this not automatically done!?? ) to my XX/XX/XXXX paydate. He just repeated, your due date is XX/XX/XXXX, after he stated that yes, there was a payment on XX/XX/XXXX .... Blatantly ignoring the problem. I immediately replied to the email more forcefully. After 5 days, I received a reply on XX/XX/XXXX from a XXXX XXXX that he finally seemed to understand the problem of the payment not being credited towards the XXXX due date. He said that " After reviewing the account, a payment of {$50.00} was made on XX/XX/2018 that should have went towards the XXXX monthly payment. A request has been submitted to advance your due date to XX/XX/2018. Please allow 3-5 business days for processing. '' It has been 6 business days and I logged into my XXXX account today to check and see if the problem had been resolved. It hasn't and now they're saying I am late and owe {$100.00} ( {$50.00} XXXX payment that I made and my upcoming XX/XX/XXXX payment. ) I want this resolved with an apology, a real apology, and no late fee from the company well before my XX/XX/XXXX payday so I can make the XX/XX/XXXX payment correctly. I have never had so many problems as this! IT'S THE FIRST PAYMENT I'VE EVEN MADE OR HAD AND THEY'VE XXXX  IT UP ALREADY! THIS IS A TERRIBLE COMPANY! MY FIRST PAYMENT AND HOW THE XXXX CAN THEY POSSIBLY DO THIS??? 

If this is not cleared up, I am going to do everything in my power to sue XXXX and bring about a class action lawsuit for their fraudulent, predatory, student loan servicing actions. There are more than enough people interested in a class action against them just from the XXXX  review site. I have already contacted a class action lawsuit company with all of my information and the XXXX review page details for them to review other customers complaints.This is an absolute disgrace. I am so close to having this loan paid off, less than {$2000.00} at 5 % interest and they behave this viciously about such little money. 

I have started a XXXX page to collect people interested in a class action against XXXX. Please search Class Action Against XXXX on XXXX to find it.

Company response to consumer: Closed with explanation