Consumer complaint received 2026-03-10 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: UT

Complaint narrative:
I am filing this complaint regarding the servicing and reporting practices associated with my private student loan account serviced by Firstmark Services. Issue XXXX Inconsistent and unreliable payment history records The payment history maintained by the servicer contains multiple internal inconsistencies. The ledger provided for the account shows duplicate reporting months, repeated " {$0.00} payment '' entries tied to historical dates, and conflicting payment entries occurring on the same payment date. These irregularities raise concerns about the reliability and accuracy of the payment records being used to service the account and potentially report payment history to the credit bureaus. For example, the ledger shows instances where the same payment date appears multiple times with different payment amounts, as well as entries where " {$0.00} paid '' is associated with a date months prior to the reporting period. In addition, there are duplicate reporting periods appearing in the account history. These inconsistencies suggest the payment history may not accurately reflect the actual application of payments to the account. Because payment history is used to determine balances and credit reporting, it is important that these records are accurate and verifiable. I am requesting clarification and a corrected payment history that clearly shows how payments were applied and how balances were calculated. Issue XXXX Failure to mark the account as disputed This account has been disputed multiple times and documentation has been requested regarding the account records. Despite these disputes, the account continues to appear without a dispute notation. I have repeatedly requested that the account be marked as disputed while the issues with the account records and documentation are being investigated. Proper dispute notation is important to ensure that credit reporting accurately reflects the status of the account during an active dispute. Issue XXXX Repeated calls to the co-signer In addition to the above issues, calls regarding this account are being repeatedly directed to the co-signer rather than to me. The co-signer has been receiving frequent calls from the number ( XXXX ) XXXX regarding the account, while I am not being contacted directly despite being the primary borrower. These repeated calls to the co-signer are occurring while the account is actively disputed and while documentation issues remain unresolved. Requested resolution I am requesting the following : A complete and accurate payment history for the account showing all payments applied, including dates, amounts, and how those payments were applied to principal, interest, or other charges. Correction of any inaccurate payment history or reporting associated with the account. Confirmation that the account is properly marked as disputed while these issues are under review. Clarification regarding the servicing and communication practices associated with the repeated calls to the co-signer. My goal is simply to ensure that the account records are accurate, that the payment history being used for servicing and credit reporting is reliable, and that the dispute status of the account is properly reflected while these issues are being investigated.

Company response to consumer: Closed with explanation