Consumer complaint received 2016-03-31
Company: Nelnet, Inc.
State: NC
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
I am writing to you in hopes that you can help resolve the issues I am having with an alleged loan that was first made with Nelnet/ XXXX bank. This loan is now being managed by Firstmark Services a Nelnet company.Documents that I have requested are : Signed Promissory note, signed disclosure statement, payment history, payment schedule, a copy of the check that was released, and a signed release of funds form.I have been sent some documentation that I have requested, but the company is making it very hard to get anything. What Firstmark has sent me that they list as promissory note is the only documentation that they have been able to send me that has a signature. The signatures that are there are a mine and another. Our signatures appear under " BY YOUR SIGNATURES BELOW ; YOU CERTIFY THAT YOU INTEND TO APPLY FOR JOINT CREDIT AND BE JOINTLY LIABLE WITH THE BORROWER FOR THIS LOAN. '' This is the only signature that I have been provided with a document that is very hard to read only listing that by signing we INTEND apply. In this document it explains that both the collage and I would need to endorse the check. They did not send me a copy of any check showing endorsements and are unable to do so. They sent me a copy of an alleged electronic transfer stating that the begin date was XXXX/XXXX/XXXX but where our signatures are stating that we intended to apply was dated XXXX/XXXX/XXXX. How is it possible for a transaction to start four months prior to an application even being filled out? With them sending a copy of an electronic transfer I requested a signed release of funds form and payment schedule on XXXX/XXXX/XXXX and have yet to see anything from Firstmark about this documentation. I have been waiting for these documents and today I received a call from Firstmark today XXXX/XXXX/XXXX telling me that If I do not make a payment today that I will go into default. I asked them what the status was on the documentation I had requested, when the representative said it was sent to me via email. I explained that I had saved all of the emails during this time and that I have not seen anything from them since XXXX/XXXX/XXXX when I had last spoken with them about what information still needed to be sent. The representative stated that she " thought '' it had been sent. I asked today for a copy of the email that was sent to me between XX/XX/XXXX-XX/XX/XXXX along with the date and time stamp from the email they are saying they " thought '' they sent me. I never received a copy of a payment schedule or what my payment amounts should be, and the payment history that I requested was sent to me in XXXX separate documents XXXX of which is a excel document that can be changed by anyone. Looking at the payment history there is no explanation or reasoning, as to why the amounts to principle and to the interest are all over the place. For example my father has been making {$110.00} payments one month they will apply {$38.00} to principal and {$69.00} to interest then the next month {$24.00} to principal and {$80.00} to interest. It is like this during the whole time there have been payments. Firstmark has been unable to provide me all of the documents that I have requested and when needed created documents. The documents that I have been sent have no official letter head out side of the application. All of the documents I have received could be easily made in XXXX by any XXXX and as I said before XXXX of the documents they sent me was something they made in XXXX excel. 

I do not remember getting this loan and the documentation they have provide just does n't seem right and i have n't been able to get all the information to go with this loan.

Company response to consumer: Closed with explanation