Consumer complaint received 2026-02-12 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: Nelnet, Inc.
State: OK

Complaint narrative:
On XX/XX/XXXX, a check was sent from my employer- XXXX XXXX- to Firstmark Services for {$2000.00}. The payment did not reflect in my account for multiple months. In XX/XX/XXXX, I contacted XXXX to inquire about the check. At that time, they could not find the check, so I contacted XXXX XXXX XXXX. The XXXX Department provided me with a copy of the check and a check inquiry summary from XXXX  XXXX XXXX showing that the check had been posted/pulled from their account on XX/XX/XXXX. I uploaded this information to my XXXX XXXX on XX/XX/XXXX. After doing so, and speaking with someone over the phone, the {$2000.00} was posted as a payment to my loan. I checked my balance a few times through XXXX and XXXX to ensure everything was correct. After this, I made sure my loan payments were made via auto-pay and did not check again. In XXXX of XXXX, I applied for another payment from my employer- XXXX XXXX- so I checked my balance and noticed it was higher than it should be. I noticed this on XX/XX/XXXX, so I submitted a question through the " contact '' section of their website requesting more information, then called the company to speak with someone as well. On XX/XX/XXXX, I was told that on XX/XX/XXXX, it was notated on my account that the {$2000.00} payment was returned to the remitter on XX/XX/XXXX - XXXX  months prior to it actually being posted to my loan. He told me that there was no notation or reasoning in the account. I explained at this time that I had never received any communication about this. The loan XXXX suggested I speak with my HR department and request another payment. That night and the following week, my HR department alongside the Accounts XXXX team looked through their statements for a return from XXXX for the amount of {$2000.00} between the months of XXXX and XXXX of XXXX. They did not find anything. I then called XXXX again on XX/XX/XXXX. On this date, they reported they would look further into this and contact me the following week. On Friday XX/XX/XXXX, I re-uploaded the initial check inquiry summary from my employer/Bank of XXXX XXXX XXXX because I was told they were looking for a completely different check number despite already having a copy of this check. I requested to speak with a supervisor, who told me at that time, that she actually worked on this in XX/XX/XXXX and she would look further. She told me that she would be following up with me no later than Wednesday, XX/XX/XXXX. I did not hear from them at all. On XX/XX/XXXX, I contacted XXXX and was told that they returned the payment in XX/XX/XXXX, and that was the only information they could give me. I asked for some form of documentation to provide to my employer ; initially, this was denied. I then pushed further and was told that a request was being submitted for approval to provide this documentation and I would be contacted within XXXX business days. I told them that was unacceptable. 

I am unable to see any of the documents I have uploaded or notes from the company on my XXXX portal. My statement from XXXX does show a payment of {$2000.00} being made, and my balance decreasing. The statement on XXXX simply shows my balance back at the original amount, before the {$2000.00} payment. The only other form of documentation I have stating that the payment was reversed is a simply worded, vague email. My employer has sent another annual payment, this time for the amount of {$3000.00}, and I am concerned that this money will disappear again.

Company response to consumer: Closed with explanation