Consumer complaint received 2025-07-16 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Received bad information about your loan
Company: Nelnet, Inc.
State: MO

Complaint narrative:
I have private student loans originally serviced by XXXX XXXX, now transferred to Firstmark Services as of XX/XX/XXXX. I am actively enrolled in a doctoral program and have been receiving conflicting, inconsistent, and inaccurate information about my deferment eligibility and repayment timeline. 

Specifically : In XX/XX/XXXX, I was told by a Firstmark representative via phone that I had 18 months of in-school deferment remaining. 
On XX/XX/XXXX, a different representative confirmed in writing that deferment would run through XX/XX/XXXX while this differed from the original timeframe I was told in XXXX of XXXX by a Firstmark Customer Services Rep this still aligned with me being able to be enrolled for my last term of my doctoral program. 
A few days later, I was told my deferment would instead end XX/XX/XXXX, and one loan would end XX/XX/XXXX, with no explanation of how those dates were calculated other than being told " You have met your 48 month maximum in-school deferment ''. 

I requested a full deferment breakdown ( month-by-month by Note ID ) with montsh clearly stated that totaled to 48 months total, but Firstmark only provided a vague status history with no deferment totals or status types, just payment history and vague status change dates. I sent a detailed dispute email on XX/XX/XXXX, and they replied with a copy-paste form response not addressing my questions. 

I have also discovered that : I was placed in Administrative Forbearance in XX/XX/XXXX while still enrolled, without ever receiving notification, documentation, or approval. 
A Firstmark rep stated on XX/XX/XXXX, that my deferment months were being counted from the beginning of time, including my time with XXXX XXXX, but they have provided no documentation of which XXXX XXXX deferment months are being used. In the vague payment history documentation they provided it only went back to XXXX when my loans were transferred to Firstmark Services, even though the rep told me on the phone it would include information from the beginning of time. 
I have never received written notice of when my 6-month grace period occurred or how it is being counted. 

I have submitted multiple complaints and received only vague responses. I am requesting : A full month-by-month accounting of deferment usage per loan that totals to 48 month maximum like they are claiming it does. 

Documentation of my grace period and any deferment time attributed to XXXX XXXX that is counting towards my maximum 48 month in-school deferment maximum An explanation for the unapproved administrative forbearance in XX/XX/XXXX and how this will effect my capability of using forbearance/deferment opportunities in the future and how this will effect those totals. 

That my in-school deferment be honored through XX/XX/XXXX, as I was told in XX/XX/XXXX and again in writing on XX/XX/XXXX, which directly affected my academic and financial planning as I stayed in enrolled for my last term using the information that was provided to me by not one, but two Firstmark Customer Service representatives . 

Firstmark 's communication has caused unnecessary distress, anxiety, financial disruption, and a lack of clarity that has made it impossible to plan responsibly for repayment. I am requesting that this matter be reviewed and corrected.

Company response to consumer: Closed with explanation