Consumer complaint received 2019-07-09
Company: Nelnet, Inc.
State: NY
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
Firstmark Services took over my student loan about a year ago from XXXX XXXX. Starting from that time I have gotten letters with incorrect billing information-I have been in deferment the whole time. The bills tell me that I have to pay the bill on a date. Knowing I am in deferment I thought it was automated billing and ignored it. Then I got letters saying the bill was late. I called Firstmark in XXXX and the person gave me so much attitude including telling me I should know when I have a bill due but concluded by telling me I was in deferment. When asked why I was getting these letters that would scare any person, she said it was because it was the school 's fault. I continue to get bills and letters - that I ignore because they are inaccurate since I will have no payments until school is complete. I call in XXXX because I am complete with my classes to see when I should expect to pay my first bill. They inform it will be due in XXXX. I ask them if they are sure since along the way I have been getting letters and phone calls. They are rude and inform me that they haven't been calling me. And that it must be XXXX XXXX ( where the loan originated ) and that I have not had to pay anything since they took over the loan. I tell them I am very confused then as to why I keep getting the phone calls or letters wanting to talk about my account. He says they have only sent me letters twice. Well I know and have voicemail proof from two phone calls on XX/XX/XXXX alone from someone who says they are Firstmark services telling me it is important that I call them in the next 3 days. These type of phone calls are scary. It makes you feel like you forgot something and that it will affect your credit score. However, Firstmark claims they had nothing to do with it. Last week I go to pay my XXXX bill that has been confirmed was due and that I saw on my account in XXXX and it was no longer there. When I call to ask First Mark what happened, the person on the phone was blatantly rude and said my college had stated I was still attending. I said something about the billing being crazy and he stated, " You know what's crazy the colleges putting in the attendance. '' Since First Mark has taken over my account, I have been made to think that I am late or overdue on my account often due to letters and phone calls, been treated as a delinquent customer, and there has never been accountability from First Mark. Student Loans are often excessive and must always be paid. I know how important it is to pay them for my continued good credit health and future purchasing success. So the fact this type of loan is being handled so poorly is extremely frustrating. Since the loan is over ten years old and there have been so many changes to who holds it, I have always been able to depend on the loan companies for accuracy regarding the account ; Firstmark is neither accurate, nor accountable, nor customer friendly. Something needs to be done regarding their practices.

Company response to consumer: Closed with explanation