Consumer complaint received 2022-12-16
Company: Nelnet, Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
I wrote Firstmark Services to request the removal of a negative credit remark on my co-signers credit file, due to a late-payment made on my Firstmark via XXXX student loan. 

In XXXX, I reached out to Firstmark asking for consideration due to a XXXX refinance pay-out not covering my loans in full, resulting in my owing to 3 different Firstmark accounts XXXX All of this happened at a time in which XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, my spouse losing her job and my cosigner being out of the country on business ( all of which I reported to Firstmark and was assured was being taken into account ). 

On XX/XX/XXXX, I wrote to Firstmark again to ask for consideration due to owing so much for those first few months but was told there was nothing that could be done, in fact an agent mistook me asking for " full loan forgiveness '' due to my XXXX, which I never requested. Firstmark company policy outlines that a negative remark will not be filed on any late payment made less than 30 days past due. I had confirmed this with a customer service representative on the phone in early XXXX, who told me that I had until the end of XXXX to make a payment before a credit report would be filed. I was assured that a payment made before XX/XX/XXXX, for a XX/XX/XXXX payment, would keep me from being reported as delinquent. I therefore made a one-time payment on XX/XX/XXXX, in order to avoid being reported on the XXXX payment. 

On Friday, XX/XX/XXXX, while recovering from XXXX, I received a panicked call from my co-signer that her credit had tanked due to a late payment re : this account. I immediately made the payment, in full, and brought the account date so it would not hit another late period. I then touched base by phone with Firstmark to ensure receipt of the payment and to ask for grace regarding the negative mark on my co-signers credit. The Firstmark agent told me that the negative remark was irreversible. 

As of XX/XX/XXXX, my account was completely up to date and I also made the XXXX payment early, as a sign of goodwill. In guidance with company policy, my XXXX payment was made weeks before the 30 day late remark period, which would be XX/XX/XXXX according to the above referenced conversation with a customer service rep in early XXXX, and should not have been reported as past-due On XX/XX/XXXX, Firstmark emailed me that they were glad they were able to fully resolve your issue. This email was in response to a formal letter requesting the deletion of a negative remark Firstmark made on both my own and my co-signers credit report. Earlier on XX/XX/XXXX I had a very unpleasant conversation with a customer service representative who yelled at me. Considering this, I was confused by the email in question sought clarification on the issue. 

The goodwill letter that I sent was sincere Firstmark, in its request, but I felt the email received on XX/XX/XXXX, in reply was confusing, as it does not actually take my query into account specifically as my issue has not been at all resolved. I am also mailing a letter to the CEO of Firstmark to discuss the treatment I received from the various customer service agents.

Company response to consumer: Closed with explanation