Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Nelnet, Inc.
State: NV

Complaint narrative:
On XX/XX/year>, I noticed a pending withdrawal from Firstmark Services LLC for {$84.00}. I have not heard of or associated with this company before this. After researching, they are a division of Nelnet, which holds my student loans. I reached out to Nelnet that same day and they confirmed that no debt was transferred to Firstmark and that the XXXX companies are separate and do not share accounts. I called Firstmark after and inquired on if they have an account under my name or had my information. The representative could not find anything associated with my name or personal information and I was advised to email a copy of the transaction to XXXX and state my concern. When the transaction completed XX/XX/year>, I first called my bank and informed them of the unauthorized withdrawal, to which they started a refund process. I then emailed Firstmark that same day with a copy of the initial transaction and stated my concern with a request to investigate how they had access to my bank account. I received a response XX/XX/XXXX requesting an account number or last XXXX of my SSN, mailing address on file, and phone number on file for account verification purposes. On XX/XX/XXXX, I provided the requested information minus an account number, since I do not have XXXX, and stated that my information should not be in their system since I have never authorized nor opened an account with Firstmark. A response came in XX/XX/XXXX stating they were unable to locate my account but the loan may not display in our system for XXXX business days after its been dispersed. I responded the same day reiterating that there should not be an account to locate because I never established nor authorized XXXX. In this response I also requested that the necessary teams be involved or provide me with other email contacts for the teams who can investigate the issue so the situation can be escalated. A response came in XX/XX/XXXX stating they, again, were not able to locate an account with the information provided, and that if my loan has not been dispersed, I should contact my lender. There was a secondary email received that same day stating they were currently looking into where the payment was sent and to have it refunded to your account as soon as possible. I waited and watched for a follow up email or refund from Firstmark but did not see or hear anything. I responded to that secondary email on XX/XX/XXXX requesting an update on the progress of the investigation and received a response back on XX/XX/XXXX requesting information to verify my identity, again. On XX/XX/XXXX, I provided the information for a second time with a copy of the initial transaction and reiterated that my information would not be on file. I received a response on XX/XX/XXXX stating that my document was received and forwarded to the correct department for review and to please allow for processing time, but that they cant assist me without verifying my identity and requested the same information. I already provided just the day before. A month later on XX/XX/XXXX, I sent my final email to Firstmark and attached a copy of the initial transaction as well as the email chains of previous communications with them. In the email, I provided my information that has been requested previously to verify my identity, a summary of the situation and communications with dates, and requested an investigation into how Firstmark obtained my banking information in order to withdraw funds from my account. A response came in that same day stating they were unable to locate an account with the information I provided, reiterated that a loan may not display in their system for XXXX business days after its been dispersed, and to contact my lender with any questions.

Company response to consumer: Closed with explanation