Consumer complaint received 2025-09-05 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc.
State: NJ

Complaint narrative:
I attended school from XXXX to XXXX and recently graduated from XXXXXXXX XXXX XXXX University. Most of my student loans have been federal loans. However, in XXXX, due to the pandemic and rising costs, I could not afford to continue my education at XXXX XXXX University ( XXXX ). To stay enrolled, I took out a private student loan through XXXX. 

From my understanding, student loans are not due for repayment until after graduation. Since I finished school in XX/XX/XXXX, I expected to be notified about repayment details around XXXX or XXXX. At no point did XXXX inform me that my loan would be transferred to Firstmark. 

On XX/XX/XXXX, while checking my credit report on XXXX XXXX, I discovered reports of missed payments on this loan, which negatively affected my credit score. Firstmark stated that the account has been delinquent since XXXX, but I had received no communication or outreach regarding this. 

When I called on XX/XX/XXXX, the representative could not provide accurate information. On XX/XX/XXXX, I was told a XXXXmonth pause could be applied while I filed disputes. However, when I called again on XX/XX/XXXX, there was no record of this pause, and I had to request it again. Additionally, I sent a letter by email, but they continue to claim they can not view it. 

Despite their mishandling, they have not offered to remove the accrued interest or provide a reasonable repayment option. Their lack of communication and inconsistent information has directly caused harm to my credit and financial standing. 
So I am writing to formally dispute the credit report/ missed payment reporting from Firstmark Services . Also, the inaccuracy and/or mishandling of my student loan account under Firstmark Services . After reviewing my loan records, I believe there are errors and I am requesting a thorough investigation in accordance with my rights under the Fair Credit Reporting Act ( FCRA ) and Higher Education Act. 
Specifically, I am disputing the following : My account is currently reported as delinquent due to missed payments ; however, I was never properly notified of these payments via phone or mail. The listed phone number is shared with another unknown person and does not consistently receive all calls, including important notices. I have a strong history of on-time payments with my credit accounts, rarely encountering issues. 
Upon discovering the negative reporting on my credit, I contacted the company multiple times and was repeatedly given incorrect information regarding the lending institution, the date the loan originated, and the repayment schedule, despite graduating in XX/XX/XXXX. Additionally, I received mailings from XXXX, but they did not address the transition of my original loan to First Mark, the original loan servicer. When I contacted XXXX, I was informed that I do not owe any balance as of my graduation from XXXXXXXX XXXX XXXX University in XX/XX/XXXX. 
Student loans are to be repaid within XXXX months of graduation ; however, the lender began reporting my account to the credit bureau in XXXX, which does not align with the expected timeline. No prior contact was made before reporting, and the lender stated that no communication occurred because the account was considered delinquent. Without accurate information on the amount owed or the due date, it was impossible for me to make any payments. 
Firstmark is currently refusing to dispute the reports they previously made to all credit bureaus. This inaccurate reporting has negatively impacted my credit, which is why I am formally filing this dispute and sending a similar letter to the credit bureaus for correction.

Company response to consumer: Closed with explanation