Consumer complaint received 2021-12-09
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:
In XXXX I filed a CFPB complaint about Firstmark Services for failing to accurately and evenly apply my repayments so that I had one due date after repeated attempts to resolve this problem through phone calls and XXXX over an entire year. 

Firstmark had been over-applying my payments to select accounts then they would contact me to say I was overdue on accounts they ignored. After repeatedly making this mistake, admitting that manual and computer errors were to blame, they would then repeat the mistake and at one point had even sent me to collections. 

Sequence of events : I paid XXXX and XXXX at the same time. Firstmark didn't allocate the early XXXX payment so that I would be a month ahead and instead took XXXXXXXX XXXX payment and overpaid some accounts and ignored others. The issue arose when I was showing an XXXX due date in XXXX. Somewhere along the way in dealing with this issue, where the due date was supposed to read XXXX, they reverted it even further back to XXXX ( see excerpt in quotes further down in this complaint ). 

I made my normal {$470.00} payment in XXXX ( I always pay {$30.00} more in every single payment over the course of 5+ years ) and while fighting with Firstmark about this problem, a due date for XXXX arose and to avoid any credit problems, I made an XXXX payment which should have covered XXXX because I was a month ahead. 

After the CFPB addressed the issue, my account read that my next due date was XX/XX/XXXX, but now it shows not only an XXXX due date again, but my details page also shows my accounts are set for different dates indicating that they have failed again to apply my payments among all my accounts so that the due dates are the same. Below is an excerpt from my original complaint, which is attached.

" Consumer 's Original Complaint : After yrs of making payments, in 2020 FirstMark Services started to apply my payments to only some of my accounts letting others sit delinquent. I contacted them and they said they would fix it, but instead ended forward payments so if I made two payments to cover two months, the additional amount went to principal not the following month. 2 weeks ago they sent me a delinquent notice for around {$17.00} when I made payments covering XXXX & XXXX. When I reviewed the acct before my call the due date was XX/XX/XXXX ( I paid XXXX & XXXX ). Between speaking with the worker who claimed to fix this and the manager ( minutes ), the due date changed from XX/XX/XXXX to XX/XX/XXXX which is worse. The manager said she fixed it AGAIN and that it would read a XX/XX/XXXX due date within 3 days. It's been a week and reads a due date of XX/XX/XXXX when it should be XX/XX/XXXX. I'm tired of these nonstop mistakes and problems. They've been threatening collections & these are their mistakes. I want them to fix this for good. '' In short - I prepaid XXXX and XXXX ( {$470.00} x2 ), then paid XXXX ( {$470.00} ), but they never counted XXXX so when I didn't owe money in XXXX ( {$470.00} ), I made a payment anyway so they wouldn't create issues for my credit. 

My due date in XXXX read XX/XX/XXXX in an amount of {$440.00} and today it reads XX/XX/XXXX with a past due amount of {$510.00} ( which is impossible because my monthly payment should be {$440.00} - where did {$510.00} come from? ) plus {$440.00} coming to a total of {$960.00}. 

I wish I had screenshot the page in XXXX that read a XXXX due date, but I believed at the time the issue was resolved and planned to make that payment this month. 

I owe as of XX/XX/XXXX {$440.00}, not {$960.00} and as mentioned above, my details page shows they have different due dates on my accounts.

Company response to consumer: Closed with explanation