Consumer complaint received 2021-11-16
Company: Nelnet, Inc.
State: MS
Product: Student loan
Sub-product: Private student loan
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
RE : REQUESTING COPIES OF PROMISSORY NOTES FOR THE XXXX XXXX TO PAY FOR MY STUDENT LOANS TROUBLE OBTAINING COPIES OF MY PROMISSORY NOTES I obtained a private student loan from XXXX XXXX to attend college. XXXX XXXX left the student loans market and sold its student debt loans to Firstmark Services. I joined the XXXX XXXX. The XXXX XXXX requested my loan information, copies of my promissory notes. For the purpose that the XXXX XXXX would pay for my student loan debt. I began calling Firstmark Services in XXXX and continued calling till XXXX of XXXX requesting copies of my promissory notes. I received no answer from Firstmark Services during those months nor any copies of my three promissory notes. In XXXX of this year, I had to get in contact with the XXXX XXXX XXXX XXXX to assist me in getting copies of my promissory notes. With the clinics assistance, I sent Firstmark Services several formal letters requesting for copies of all three of my promissory notes starting in XXXX. I sent Firstmark Services a formal letter requesting for copies of my three promissory notes on XX/XX/2021. Firstmark Services emailed me on XXXX of XXXX explaining to me that on the XXXX, copies of my master promissory notes were sent to my mailing address on file. 
On XX/XX/XXXX, Firstmark Services sent me only two out of the three copies of my promissory notes. I again emailed Firstmark Services requesting a copy of the third promissory note that was not sent. Firstmark Services then emailed me a copy of one of the promissory notes that they had already sent on XX/XX/XXXX. On XX/XX/XXXX, I sent Firstmark Services again another formal letter requesting a copy of my third missing promissory note. On XX/XX/XXXX, I again sent another formal letter to Firstmark Services requesting a copy of my third promissory note. Firstmark Services then sent me a excel sheet of my student debt. On the XXXX of XXXX, I called Firstmark Services and a representative from Firstmark Services said that the third copy of the promissory note that I have been requesting is not in the Firstmark system. The representative further said, I do not know why they sent you the excel sheet of your student debt, when that is not what you requested. You requested a copy of the third and final promissory note.

For ten months, Firstmark Services has been completely unresponsive for my very simple request to obtain copies of my promissory notes to give to the XXXX XXXX. I lost ten months of time that the XXXX XXXX would have paid for my student debt. During all of this, I am paying for all my student loans out of pocket. Add to all of this, originally my student loan payments were {$420.00}. Now my payments are {$620.00} a month. During all of this, my payments went up and lost time that the XXXX XXXX  could have been paying for my student loans. Moreover, Firstmark Services does not have a copy of my third and missing promissory note. Firstmark Services not giving me a copy of my third promissory note has caused me such financial hardship and distress. I have paid close to {$3000.00} on a loan that I can not even get a copy of. Further, the interest was originally 3 % and now it is 11 %. I am paying for a loan that does not exist on file and this has caused me tremendous financial hardship. This also has caused financial hardship on my family because my father was a cosigner on these loans. I am being held hostage to pay for a loan that is not even in Firstmark Services system because if I dont pay my credit will be hurt.

Company response to consumer: Closed with explanation