Consumer complaint received 2024-07-25 00:00:00
Product: Student loan — Private student loan
Issue: Struggling to repay your loan — Can't get other flexible options for repaying your loan
Company: Nelnet, Inc.
State: NC

Complaint narrative:
Im still having issues with XXXX XXXX. I originally took out XXXX different student loans with XXXX XXXX between XXXX and XXXX using my mother as a cosigner. I was not privy to the loan industry at the time and used XXXX as a tool. During that time, they were offering a discount for XXXX members. Since XXXX XXXX has exited the student loan business, my loans were then bought by Firstmark Services. So far I have been in contact with my loan servicer, but everytime I call to speak with someone I am being told something different. The information I am being given over the phone, never matches what I am seeing online. I called on XX/XX/XXXX, and spoke with a representative that stated that I was no longer in the loan modification due to using some months while my loan was still with XXXX XXXX. I told her that did not make any sense because when I spoke with the representative in XXXX he never said anything about that. He stated that I would have XXXX months with the loan modification where months XXXX through XXXX I would pay XXXX  % of my loan payment amount, then months XXXX through XXXX I would pay XXXX %. 

When I called again on XX/XX/XXXX, I was then told by another representative that I still did have XXXX more months remaining but the 75 % of the loan payment had gone up to {$1300.00}. I explained to her that this didnt make sense because my original loan payment was {$1700.00}. I didnt understand how I was paying {$550.00} to start the loan modification because that was not XXXX %. But as I explained to the representative, every time I log onto my online portal the information is not the same. According to the XXXX statements, the total monthly payment amount would be {$830.00}, but as of XXXX it is showing an amount of {$1300.00}. I am confused because there has been constant conflicting information. 

A corporate representative called and said they were looking into my case. I never received a call back. Then I checked my online account and had a missed total amount of over {$10000.00}. I continue to ask anyone I speak to where are they getting these numbers from because they never match the statement. No one could answer me. XXXX of this year I had a medical emergency that required emergency XXXX and Ive been out of work on and off since then. I just had another XXXX in the middle of XXXX and Im out of work again. 

When I called to inform them in XXXX they were like there was nothing they could do. I explained that I had XXXX money coming in. The only thing they could offer me was another loan modification or to refinance. I explained to that was fine but Id still be unable to pay it. Fast forward to today, and I now owe over {$3500.00} on top of being out of working and owing thousands in medical bills. Im unable to even qualify for refinancing because they continue to report my accounts as late when Ive explained to them many times Im literally unable to pay them. Im in the process of filing for short term XXXX with my employer but that also takes time. 

At this point, I am looking for solutions. I dont believe that Firstmark Services are aware of what they are doing. Unfortunately because my loans are private student loans they do not qualify for the student loan forgiveness. I am at a crossroads with what to do or if there is anything that I can do at this point. I am asking for any kind of assistance.I will continue to complain and will take my concerns as far up the ladder as I need to go. XXXX XXXX was much better at understanding than Firstmark Services ( who have received constant negative reviews ).

Company response to consumer: Closed with explanation