Consumer complaint received 2025-05-13 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Problem with customer service
Company: Nelnet, Inc.
State: PA

Complaint narrative:
To Whom It May Concern, I am writing to formally report an extremely distressing experience I had with Firstmark Services, both in terms of their loan servicing practices and the conduct of one of their supervisory representatives. 

Background On XX/XX/year>, at XXXX PM, I received an email from Firstmark Services notifying me of an upcoming {$1100.00} automatic debit scheduled for XX/XX/year>, with the following instructions : You can make changes to this scheduled debit through your online account up to three business days prior to the debit date. If you are within the three-day window, please call us and we will be happy to assist you. 

As the email was sent late on a Friday, I called Firstmark on Tuesday, XX/XX/year>, at XXXX. 

My Request and Initial Response I explained that I earn only {$26000.00} per year, and the full {$1100.00} monthly payment was financially impossible for me. My prior loan servicer had worked with me on a hardship plan that allowed me to pay a lower amount to cover interest at a reduced rate ( approximately $ XXXX ). 

The representative I spoke with on XX/XX/XXXX was kind and understanding. She informed me that the only available option was a temporary payment reduction plan which would increase the loan amount as my payments wouldn't cover the interest, but I could pay a reduced amount. Lacking other options I reluctantly accepted. 

50 % payment for 6 months 75 % payment for 6 months Return to 100 % thereafter She clearly stated the payment amount would be reduced and that I would receive confirmation within 35 days by mail. I never received any confirmation. 

Billing Issue and Escalation On XX/XX/year>, I received a notification that the full {$1100.00} payment was being withdrawn, and on XX/XX/XXXX, it was deducteddespite my prior arrangementleaving my bank account overdrawn by {$540.00}. 

I immediately called Firstmark again on XX/XX/XXXX. The representative was again polite and confirmed that the payment reduction was not approved until XX/XX/XXXX, and therefore the full amount was still debited. She stated that I had XXXX options : Accept the full payment withdrawal ( which caused extreme financial strain ), or Request a refundbut still be held responsible for the payment, risking late fees or negative credit reporting.

I informed the rep I would like to speak with a manager, and said that the representative was kind and helpful and that I have no issues with her, but I would like to see if there may be other options she is unaware of. Speaking to the manager is why I am filing the complaint here today.

Unprofessional Treatment by XXXX XXXX I was transferred to a manager named XXXX. While the prior reps were respectful, XXXX was aggressive, dismissive, and hostile throughout the call. She did not ask questions or seek to understandshe raised her voice, repeated herself loudly, and made it clear she was not interested in helping. Her tone and behavior were condescending and borderline verbally abusive. 

She continued to emphasize that I was responsible for the loan, disregarding the fact that Firstmarks delayed approval caused the misbilling. When I asked about options or flexibility, she refused to explore any and made it clear that nothing could be done. Throughout the call, I could hear her typing in the background, further reinforcing the fact that she was not there to help or listenonly to wait for me to stop speaking so she could reiterate everything again in a louder tone. 

After this call, I was left emotionally shaken, in a negative account balance, and with no actionable solution. As a XXXXXXXX XXXX trying to manage financial hardship responsibly, I was humiliated and demoralized by how I was treated. 

Purpose of This Complaint This is not a request for money, nor an attempt to alter the total loan amount. This is a formal complaint regarding unacceptable treatment by a Firstmark supervisor and the lack of accountability in the servicing process. 

I was misled about the payment modification timing. 

I was debited for the full amount after I had been told a reduced payment was accepted. 

I was offered no resolution, and instead was treated with disrespect and hostility when seeking basic clarification and help. 

Request I ask that Firstmark Services review the call with XXXX XXXX, as her conduct was wholly unprofessional. 

I request that the agency overseeing Firstmark investigate whether appropriate procedures were followed, and whether this experience represents a broader pattern of poor hardship handling or mistreatment. 

I ask that Firstmark take responsibility for the timing issue which caused the overdraft, and offer some form of resolution, even if just an internal escalation to correct process flaws going forward.

Lastly I would like to note I have never had any issues with my previous loan provider. In terms of tone, or actionable solutions.

Company response to consumer: Closed with explanation