Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: ************ I had a Discover private student loan that was bought by Firstmark Services. I applied for the 1% Good Grades incentive incentive offered for maintaining a good GPA on my student loan serviced by Firstmark Services. My GPA is 3.95, which clearly exceeds the requirement. However, my request was denied, and when I appealed, it was denied again. The reason given both times was that “your GPA was below 3.0” which is completely false. This cannot be an accidental error, especially since it happened multiple times despite providing documentation. It appears that Firstmark Services is either ignoring the evidence or misrepresenting the facts to avoid honoring the incentive. I contacted them in February, March and April 2025, and again after the first denial. I followed the appeal process as instructed, but the same false reason was repeated. I have requested escalation to a supervisor but have not received a resolution. The incentive amount is approximately $500. I am requesting that this issue be corrected, that my 1% Good Grades incentive be applied, and that Firstmark Services be held accountable for providing false information and denying a benefit I am eligible for.

  Business Response

  Date: 04/25/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us at ************, from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with FM/OLYMPIC STUDENT LOAN, I do not have a contract with the FM/OLYMPIC STUDENT LOAN they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 03/27/2025

  It’s not my debt, I don’t have a contract with thIs company. I submitted the information on my own , not a 3rd party. I submitted multiple things I seen on my credit report. 
  

  ********* ******** ****** 

  Business Response

  Date: 04/02/2025

  Please redirect this complaint to ********** It is not a Nelnet Federal Loan complaint.

  Thank you

  Business Response

  Date: 04/11/2025

  Firstmark Services values your feedback and we’ve attached a formal response. Please note, any attachments will be included in a separate email. If you have additional comments or concerns, please contact us at ************* from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at ********************* for all of our contact information.

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel I have been more that patient through this process but have been harassed via phone and email as well as my co signer who now has their credit score negatively effected due to the lack of follow through on firstmark. I have ask firstmark to stop the calls or put a hold on my account until they can investigate further and have been told “sorry”. I have been in constant communication and provided what is asked. We are also working through a problem where my account was paid in full vs non payment so I feel that putting my account on hold was a reasonable request. We purchased a home With this purchase we paid off my firstmark. For this process you pay the money to the mortgage company who then write checks directly to the vender or servicer. 2 checks were mailed to firstmark early October. After phone calls to firstmark to check the status I was told the checks have not been received and there is no way for firstmark to look to see if they have been received. DHI then stopped payment on those 2 checks (****** and ******) see checks attached. They then issued 2 new checks and overnighted checks to them to a PO Box in Omaha per the person on the phone to ensure receipt (checks ****** and ******). These checks were cashed and cleared by firstmark on 10/30/24 see checks attached. I received noticed in November that all my accounts were paid and it even came off my credit report. Then the end of December I get notice that the checks were canceled and my account was back up saying I owe money. I called firstmark and told them this information and they first told me they would submit a request to look into it. Then they got a generic response back and no one checked into it. I have sent emails and made phone calls over the last 6 weeks to try and solve this issue. ***** asked me to upload the canceled checks for ****** and ****** which I did today. She believes firstmark’s bank requested to cancelation of the wrong checks.

  Business Response

  Date: 02/27/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us at ************, from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

• Initial Complaint

  Date:02/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two loans that were originally with ********, but were bought by Firstmark Services. My co-signer for one of the loans is going to ny through bankruptcy. I am trying to refinance so I no longer have a co-signer and don’t have to deal with someone else’s issues. HOWEVER, Firstmark Services refuses to give me my statement balance for this loan or allow me to even make a payment on it, YET they are still charging me daily interest. I asked why they have not applied the last two checks that I sent to them to my balance and they tried to explain the US Postal Service to me, as if I have not already mailed them several payments. Long story short, I think they lost my checks and they still refuse to give me my statement balance, which means I can’t refinance the loan, but they are STILL charging interest… doesn’t seem fair to me.

  Business Response

  Date: 02/20/2025

  Firstmark Services values your feedback and we’ve attached a formal response.  If you have additional comments or concerns, please contact us at ************, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at ********************* for all of our contact information.

  Business Response

  Date: 02/20/2025

  Per previous response, we have sent the referenced attachment to the email on file for the customer.

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently got transferred to First mark services from ******** student loans. I was not very happy about this at first but I heard they were doing it to a lot of people. I’ve come to notice that something doesn’t seem right. My balance was lower at discovered than is here. They’ve been threatening to default me after 60 days even tho I keep making payments but nothing seems like it’s enough. I live paycheck to paycheck and cannot keep up. Not to mention I couldn’t pay anything for a while because it kept locking me out from online and it was hard to get ahold of anyone. I just feel like they’re trying to put me in default. I initially borrowed this money for schooling at ********* ********** Ann Arbor. This is now a school that is shutting down completely and I feel like it’s just trying to ruin my life. I can’t keep up with ridiculous payments and I think Firstmark changed my interest rates from when it was at discover.

  Business Response

  Date: 02/13/2025

  Firstmark Services values your feedback and we’ve attached a formal response. Please note, any enclosures will be sent separately by email. If you have any questions, please call us at ************, from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

• Initial Complaint

  Date:02/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $1,123.83 past due from a due date of 09/27/2024. I have consistently made payments on this loan and have not missed a payment. Since my loan moved into repayment status, I have made one payment of the minimum balance of $310.67 on 11/24/2024 and then made a payment of double the minimum amount at $621.34 on 12/15/2024. I'm attaching my last statement from 12/27/2024 which states that I made my regular monthly payment amount and there is no past due amount. I have a standing preference of bills paid in excess to not move up my due date. My loan was still in the grace period during the date of 09/27/2024 and my first due date was not until 11/27/2024, which is shown in my school deferment request approval (attached). I consistently checked my Firstmark account to ensure that I was not late on any payment. There are three statements in my Firstmark account and all three show that there are no past-due amounts. I've made multiple attempts to have this issue resolved. I've called Firstmark multiple times and have been assured they're attempting to fix the problem and it is a mistake in their system as they can't charge me for something they never told me about. I am now receiving letters saying that my loan is about to default, after I was explicitly ensured it would not as I'm making my minimum monthly payments. Each time I call, I've been told I will receive a phone call from a supervisor in a few days. No one has ever reached out to me. The letter states they've made multiple attempts to assist me in resolving my delinquency, which is untrue. I only knew they were saying I was late when I went to make my regular monthly payment weeks in advance. This issue is the third issue I've had with Firstmark making mistakes with my billing, including holding my payments in suspense and then saying I was delinquent, and putting false late charges on my account, which are still not resolved. I would like contact from Firstmark and for them to fix their billing mistake

  Business Response

  Date: 02/21/2025

  Firstmark Services values your concerns, and your account is under review. A formal response will be provided soon. If you have additional comments or concerns, please contact us at ************, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at ********************* for all of our contact information.

  Business Response

  Date: 02/27/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please visit our website at Firstmark.***************** or call us at ************, from 7 a.m. to 8 p.m. (Central), Monday – Friday.
  

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a cosginer on daughter's student loan, and she sent in her proof of enrollment more than three weeks ago. Firstmark said it would take about a week to be entered and changed in the system. In the meantime, the account was listed as in default and payments were late. They called my daughter and myself every single day, multiple times a day. I spoke with every single call each time and told them the paperwork was sent electronically and that we're waiting for the account to be updated. This has gone on for WEEKS and the account is still not updated and they are calling us every single day. I'm so tired of explaining to each NEW caller what the issue is. They say they can't do anything and I can't call anyone in that department because "they are just paper pushers and don't have phones." I would be so grateful if they would update the account and STOP CALLING US! The account is nearing 120 days past due and they're taking their sweet time fixing this and I will soon have this reported to my stellar credit. Please fix.

  Business Response

  Date: 02/11/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have additional comments or concerns, please contact us at ************, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at ********************* for all of our contact information.

  Customer Answer

  Date: 02/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had filed an application for the removal of a cosignor on a loan. I filed the application and received very blanket statement letters that my employment was missing information. I am a 1099 and so specifically tried to adjust for all items needed to apply properly. I followed up via phone calls to the company to find out where my application stood and was told only when I called what items they were missing without notices. I corrected a credit lock that was affecting them from pulling my credit same day after I spoke with an employee by phone. I was told to do that and wait. So I did. When I called to follow up recently I was told my application was expired. Later on the phone during the review of my expired applications they told me that they were having errors with my maiden vs. married name, never ran my credit as I told them it would unlocked and did not communicate that they needed something yet again. I was told to file a new application to release my cosignor two months later. I think their lack of communication and intentionality seem purposeful in delaying my cosignor from being removed. Additionally, I am concerned that if my credit was pulled back in November it was without purpose as they let my application lapse without communication. The service is not great and seemingly it feels predatory in stalling to not allow me to remove a cosignor. As of right now my application was not processed nor declined. They just didnt do their jobs.

  Business Response

  Date: 02/07/2025

  Firstmark Services values your feedback and we’ve attached a formal response. Please note, any attachments will be included in a separate email. If you have any questions, please call us at ************* from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

  Business Response

  Date: 02/19/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us at ************* from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

  Customer Answer

  Date: 02/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nobody seems to answer the phones here. You get put on wait for more than three hours or you have the option to call back at a reasonable time. That reasonable time is not reasonable. Nobody is able to contact me about my loans and it’s very hard to pay on a balance if nobody responds to the phone call.

  Business Response

  Date: 01/09/2025

  We are sorry to hear that you had a poor customer service experience with us. We are unable to locate an account to address your concerns with the information you provided. If you need assistance, please contact us at 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at ********************* for all of our contact information.

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Firstmark Services offered a natural disaster forbearance to my loan based on my home being flooded by hurricane Milton. The only way to apply is over the phone and the representative did not properly complete the request. I never received any notification that this happened until I saw the account reported as delinquent on my credit report. After calling they corrected the issue and approved the forbearance but still insist that the account should be reported as delinquent. How is that possile when the account was current at the time for which the forbearnce has been applied? This company is horrible to the people they claim to want to help in their time of need. They literally made the derogatory credit report on Christmas day, absolutely terrible! This needs to be corrected ASAP! Completely unaccetable.

  Business Response

  Date: 01/16/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us at ************, from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.

  Customer Answer

  Date: 01/17/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  While the credit reporting has been retracted, that does not currently reflect on my credit report. It still shows the late payment. 

  Additionally, the natural disaster forbearance was supposed to cover 3 payments. OCT, NOV and DEC. Since I made the OCT payment prior to requesting the forbearance I need that payment either applied to the payment coming due in January or for a refund check to be issued. I have made this request numerous times and still have heard nothing about it. So essentially my October payment is being held as an additional payment for no reason. Please resolve this issue ASAP in one of the aforementioned ways.
  
  Sincerely,
  
  **** ***

  Business Response

  Date: 01/24/2025

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us at ************, from 6 a.m. to 9 p.m. (Central), Monday – Friday, and 8 a.m. to 5 p.m. (Central) on Saturday. You can also visit our website at ********************* for all of our contact information.