Consumer complaint received 2022-02-01
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc. (PA)

At the beginning of XX/XX/XXXX, I refinanced my Firstmark Services student loan with a new servicer. Since I was enrolled in autopay on my Firstmark account, an additional {$1000.00} payment was withdrawn after my new servicer paid the consolidation payment, resulting in an ending principal balance of - {$910.00}. I initially called on XX/XX/XXXX and the representative told me that the overpayment balance would be sent to me via check once my account transitioned to " Paid in Full '' status, which would take about 3 weeks. After not hearing anything beyond that, I called on XX/XX/XXXX and was told that a check was sent out to me on XX/XX/XXXX and that I should receive it by XXXX at the latest. After not receiving the check nor any further correspondence from Firstmark Services, I called on XX/XX/XXXX and was told that according to their records, no check was ever sent and that my account was being put into " Review '' status to determine the issue. I was told that I would receive a call from someone on the " Leadership Team '' within 24-48 hours. After not receiving a call by XX/XX/XXXX, I called again and spoke with a supervisor ( name redacted ) and was told that my account was being reviewed by the " Resolutions Team '' to determine if a check had been created, sent, and/or cashed. He also said that a " rush '' was being put on my inquiry to receive a quicker response. Although it was previously determined thatbased on the details for my account in their systemno check had been sent ( and therefore could not have been cashed ), the supervisor said he would look into the details and follow up with me with on XX/XX/XXXX and XX/XX/XXXX ( his work days ) regardless of whether he had updates just so I knew it was still being worked on. I received no call on XX/XX/XXXX and when I tried to call on XX/XX/XXXX, my call was terminated due to the offices being closed. I called again on XX/XX/XXXX to speak with the original supervisor and was told that direct supervisor numbers are not given out for privacy reasons, which I understand. However, when the service representative messaged the supervisor to ascertain the status of this issue, he stated that " there haven't been any updates yet '' despite him saying he would reach out anyway just so I knew it was still being worked onthen stopped replying to the service representative 's messages when she asked him what the next steps would be. At that point, I asked to speak with another supervisor ( name redacted ). While he was friendly and understanding, he said almost the exact same thing as the first supervisor, including that he would give me a call on XX/XX/XXXX regardless of whether there was an update and that he would put a " rush '' on my inquiry. I compiled all of this information and submitted a complaint through Firstmark Service 's customer service system and just received a response saying they were sorry for the confusion and that a request for a " Leadership review '' was submitted for my account, which is exactly what I was told when I called in on XX/XX/XXXX.