Consumer complaint received 2021-06-08
Company: Nelnet, Inc.
State: OR
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Dear Sir or Madam, I have a private student loan originally taken via XXXX XXXX, the loan amount about {$100000.00}. I have always made regular payments. I had opted for electronic document delivery in which XXXX XXXX maintained my statements and documents ; any time I needed them I only had to login to XXXX XXXX. 

This year, XXXX XXXX announced they were exiting the student loan business and my loan would be transferred to Firstmark Services, a division of Nelnet. 

I was reassured by XXXX XXXX that the transfer would be seamless, I would be able to access all of the information regarding my loan, for example statements, tax statements, etc. with XXXX as I was with XXXX XXXX. 

My loan was transferred, the automatic payment process was seamless. I did have some initial minor problems in registering for my Firstmark account, however this was resolved upon calling Firstmark customer service. 

My monthly statements and other documents were not transferred. These are important to me as I periodically need these when I balance out my home accounts and budget. 

I contacted XXXX XXXX kindly requesting that they transfer my statements and documents to Firstmark. They responded that the people at Firstmark are who I should be contacting as they are now 100 % in control of my loan and loan servicing, would have this information to provide as all was transferred to Firstmark. 

I contacted Firstmark customer service with a very simple request, quote, " please provide me with my monthly statements that I had when my loan was being maintained by XXXX XXXX. '' Now I don't think this is a particularly hard to understand non unreasonable request particularly as this loan amount is big and clearly profitable given I have never been delinquent on this or any loan for that matter, and make regular monthly payments as agreed and plan to continue to do so till the loan is paid off. 

All I want are the monthly statements I could access with XXXX XXXX accessible to me once again. And if they can't get them all, then at a minimum, the statements from this year for XXXX, XXXX, XXXX, XXXX and XXXX. 

And failing the above, then if they can just tell me for each of the months this year, thus XXXX, XXXX, XXXX, XXXX, XXXX - of each of these payments, how much went to principal and how much went to interest as these 2 details are the 2 critical details I need to enter into my accounting and budgeting software. 

So I don't think this is too much to ask however Firstmark at the moment seem entirely unwilling to provide me with this information. 

As a sidenote, I have not received my tax documents related to this account, Firstmark seems unwilling to provide this to me either, although at the moment I am not in need of this, however will need it in due course. 

I would be grateful for your help in communicating with Firstmark, hopefully the result will be me getting the information I need. Although I feel I have made my request clear, it might be you may be able to communicate what I need in a different more understandable manner.

Company response to consumer: Closed with explanation