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:12/03/2024

  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 reached out to Firstmark 6 or more times since 11/1/2024. I have only received 2 responses stating they could not help me until I verified my identity, which I did. Since then I have not gotten any reply despite repeated attempts to contact them and over a month passing. Firstmark has continually misapplied my payments since at least September 2023, causing my account to wrongly accrue interest. Every few months I have had to reach out to them to resolve the issue once again. This time, over a year since the problem started, they have stopped responding to me. I field a complaint with the CFPB which they did respond to, however when I asked foe clarification to that response they did not answer. Here is my complaint to them from 11/1/24: I am contacting you once again regarding the incorrect interest accruals on my account. My last payment was 9/29/2024. On that day I paid $751.62 which paid off the outstanding interest on all four of my loans. This interest was miscalculated and reallocated on 10/08/2024 after I reached out. It has been 33 days since my last payment. Using the calculations Firstmark sent my on 06/04/2024, after 33 days I should owe $115.80 on note ID *******, $234.82 on note ID 1357512, $103.05 on note ID 1733804, and $94.90 on note ID ******* for a total of $548.57. Despite this, my Firstmark portal is saying I owe $839.55 as of 11/01/2024. I am not sure how this can be accurate or why this seems to be a recurring issue. Additionally, as I have been paying off the interest on a near monthly basis - even paying in excess most months due to improper allocations on Firstmarks part, I am unsure how my principle loan amounts are increasing. I need to resolve this as I have had to reach out multiple times about the same issue.

  Business Response

  Date: 12/10/2024

  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: 12/18/2024

  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: 12/19/2024

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

  The payment history I received from Firstmark in June of 2024 shows that my payments since October 2023 have been sufficient to cover the outstanding interest (see attachments). The latest response to my BBB complaint sent by Firstmark is in direct conflict with this as it is showing the payments I have made since October of 2023 have been insufficient to cover accrued interest owed each period. Each time I have made a payment, I have done so using Firstmark's online portal, paying the exact amount of interest Firstmark has reported as outstanding since previous payment. Since 2023, I have been in contact with Firstmark and they have admitted several times to misallocating payments; this is at fault of the company not a result of me making insufficient payments.

  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:11/29/2024

  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.

  This complaint is being filed against Firstmark Services for their poor and predatory student loan servicing practices. ******** ******* ***** transferred my private student loans to Firstmark Services. An error in reporting occurred with respect to my in-school status from the ******** ******* **** ***************** ******* *************. Firstmark Services was erroneously informed that I withdrew from school and changed my account status back to Repayment Status, despite still being in-school. 1. Firstmark Services did not communicate with me via email to inform me of the account status change, despite uploading a letter confirming that I am in school. Firstmark failed to informed me via email about this change in account status. 2. I uploaded enrollment verification paperwork from my university to Firstmark Services to change my account status from Repayment to In-School Deferment. However, Firstmark’s processing time for uploaded documents is 10 business days, and I uploaded it on November 12th. Despite confirming receipt, my account status remained in Repayment, and I owed $129.69 in regular monthly interest payment instead of the usual ~$75. I spoke with Firstmark management on November 25th to request a formal letter indicating that my payment due would be backdated after processing. Jessica confirmed receipt but couldn’t change my account status as the Processing department handles it. She informed me that upper management needs to approve the letter, but I haven’t received it yet, and my account balance is now Past Due. Firstmark repeatedly excuses their long processing times due to an influx of documentation and claims they can’t help despite confirming I’ve uploaded the necessary documentation. Firstmark has failed to update my account status and I now face Past Due fees and Missed Payment reporting, despite being assured otherwise. Firstmark must assume responsibility for the loans they service and provide communication to borrowers.

  Business Response

  Date: 12/12/2024

  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: 12/12/2024

  
  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:11/25/2024

  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.

  To Whom It May Concern, I am filing this complaint against Firstmark Services, a subsidiary of Nelnet, for their ongoing refusal to address fraudulent loans tied to the now-defunct Education Management Corporation (EDMC). Despite multiple requests to investigate the legitimacy of the loan—originating from a school known to have engaged in predatory and illegal practices—Firstmark Services has consistently obstructed resolution efforts. Key issues include: Avoidance Tactics: Firstmark Services repeatedly deflects responsibility by citing its role as a servicer while refusing to escalate fraud claims to the loan holder or Nelnet. Failure to Investigate: Firstmark Services has ignored documented evidence of fraud tied to the originating institution, despite federal and state recognition of these issues. Misrepresentation: Firstmark’s communication minimizes its relationship with Nelnet, even though Nelnet is the parent company and ultimately responsible for governance. Obstruction: Their responses to prior complaints with the CFPB and Attorney General have been dismissive, stating no relief will be offered unless the loan holder dictates, effectively blocking due process. This behavior violates principles of fair business practices and creates undue financial harm. I am seeking immediate action to investigate the legitimacy of this loan and an acknowledgment of the broader pattern of negligence affecting borrowers.

  Business Response

  Date: 12/06/2024

  Firstmark Services values your feedback and we’ve attached a formal response. If you have any questions, please call us a* ************, 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 FirstmarkServices.com for all of our contact information.

  Business Response

  Date: 12/19/2024

  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: 12/20/2024

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

  I am writing to express my utmost frustration and indignation at the continual failure of Firstmark Services to address my legitimate concerns regarding the validity of my loan. Your recent response does not provide adequate legal justification for your position, nor does it reflect a competent understanding of your obligations under federal law. This is no longer a matter of misunderstanding or procedural oversight; it is indicative of systemic incompetence and a blatant disregard for the law and consumer protections.
  

  Failure to Abide by the ESIGN Act
  Your reliance on the Electronic Signatures in Global and National Commerce Act (ESIGN Act) as a defense for the validity of my loan is fundamentally flawed. The ESIGN Act does not simply authorize electronic signatures—it establishes specific requirements that must be adhered to for such signatures to be legally enforceable. Firstmark Services, Nelnet, and any predecessor servicing entities have failed to meet these requirements, rendering your defense both legally and procedurally inadequate.

  
  Consent and Disclosure (15 U.S.C. § 7001(c))
  The ESIGN Act mandates that a consumer must provide informed consent to use electronic records and signatures. This includes:
  Clear disclosure of their rights, including the option to decline electronic signatures.
  Proof that the consumer consented after understanding their rights.
  A description of the hardware and software requirements needed to access and retain electronic records.
  You have failed to provide any documentation or evidence showing that I was properly informed of and agreed to these terms. Without such proof, my alleged electronic signature is invalid.

  
  Attribution and Integrity (15 U.S.C. § 7001(a))
  The ESIGN Act also requires that an electronic signature must be attributable to the individual. This means you must produce a verifiable audit trail demonstrating:
  Authentication of my identity at the time the document was signed.
  Evidence linking the signature to me (e.g., IP addresses, timestamps).
  By your own admission, “electronic signatures may not be on file,” which directly violates the statutory requirements for attribution and integrity.

  
  Retention of Records (15 U.S.C. § 7001(d))
  The ESIGN Act requires that electronic records must be retained in a manner that ensures their integrity and accurate reproducibility. Your inability to produce the original electronic record is yet another violation of this requirement.
  Shift of Responsibility to Nelnet and Firstmark
  It is wholly unacceptable for Firstmark Services to continue deflecting responsibility by pointing to your parent company and owner, Nelnet. As the current loan servicer, you are fully responsible for ensuring compliance with federal law. Failure to do so is not only negligent but indicative of a systematic effort to obfuscate and prolong resolution of this matter.
  If Nelnet failed to meet its legal obligations during the transfer process, that failure does not absolve Firstmark Services of its duty to correct these deficiencies. Any entity assuming servicing rights of a loan also assumes the responsibility for ensuring the loan's enforceability under the law. Your position, therefore, is indefensible.

  
  Unprofessional Handling of Consumer Complaints
  It is insulting that after multiple formal complaints, I continue to receive correspondence from what appears to be entry-level employees with no authority or understanding of the legal complexities of my case. This lack of professionalism only highlights the systemic failure of Firstmark Services to take its obligations seriously.
  If you expect consumers to accept accountability for their debts, you must demonstrate equal accountability in adhering to federal laws and regulations governing these obligations. The continued dismissal of my concerns, coupled with vague and legally unsound responses, underscores the corruption and incompetence inherent in your organization.
  Immediate Demands
  To resolve this matter, I demand the following immediately:
  ESIGN Compliance Documentation:
  Proof that I was informed of and consented to electronic signatures as required by 15 U.S.C. § 7001(c).
  An audit trail demonstrating attribution of the electronic signature to me.
  The original, unaltered electronic record of the promissory note.
  Full Legal Review:
  A written explanation from a qualified legal professional at Firstmark Services addressing the deficiencies in your current position and how you intend to remedy them.
  Confirmation of compliance with federal regulations, including the ESIGN Act, for the loan in question.
  Escalation to a Senior Executive:
  A formal response from a senior-level executive with authority to address systemic compliance failures within your organization.
  Failure to provide this information within 14 days of receipt of this letter will leave me no choice but to escalate this matter further, including but not limited to:
  Filing complaints with the Federal Trade Commission (FTC), the Department of Education, and the Office of the Comptroller of the Currency (OCC).
  Engaging legal counsel to pursue potential claims of fraud, negligence, and violations of the ESIGN Act.
  Final Warning
  Firstmark Services’ refusal to adhere to federal law is a disservice not only to me but to every consumer affected by your unethical practices. This is your opportunity to rectify these egregious violations before further legal and regulatory actions are initiated.
  Take this letter as notice that I will no longer tolerate vague, legally deficient responses from your organization. Any further delays or deflections will only strengthen my resolve to hold Firstmark Services/Nelnet accountable for its actions.
  Sincerely,
  * ****

   

   

• Initial Complaint

  Date:11/24/2024

  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.

  On 10/05/24 my ******** student loan transferred to Firstmark Services. I entered into an agreement with ******** Student Loans, not Firstmark Services. I have signed no agreements with Firstmark Services, including no promissory note for either of the loans they are now servicing. They have continually harassed myself and my mother by phone. I made a payment of $510 on 11/16/24 and they continue to constantly call us. I do not believe that I, nor my mother, are beholden to Firstmark Services and they are not entitled to seek money from us. We did not enter any signed agreement with Firstmark Services. They are not the provider of my student loans. I would like my debt with them erased and to not be harassed any further.

  Business Response

  Date: 12/05/2024

  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 *****************.com for all of our contact information.

• Initial Complaint

  Date:11/21/2024

  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.

  Refinced my loans over 6 weeks ago, payment was sent to Firstmark services as part of a bulk payment for $338,201.80. I have continued to have to pay on my loan and reached out via email questioning why my account hadn't been credited my "payoff amount". Reached out via email multiple times, heard back once after waiting for over a week. Provided them with proof of payment the compnay provided and never heard back. Called them after no email response and was just given the run around and told they lost the payment or could not find the payment and I needed to go back to the refinance company and provide proof of issued funds and that it was cashed before they could assist me further.

  Business Response

  Date: 12/02/2024

  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:11/21/2024

  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.

  This company keeps harassing my family. The bill may be late but is always paid. They never want to work with you even though the website says different. It takes 30 to give to collections and give 5-7 to pay the bill and they act like its the end of the world! People are out here struggling and they don't want to help in any way.

  Business Response

  Date: 11/22/2024

  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 ###-###-####, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at *****************.com for all of our contact information.

• Initial Complaint

  Date:11/18/2024

  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.

  First Mark services formally discover student loans took extra money out of my account without my approval and now cannot reverse it. Monies are coming from my Bill account which has other bills coming out. First Mark overdrafted my account, which is now going to mess up my other bills, complete negligence

  Business Response

  Date: 12/04/2024

  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 *****************.com for all of our contact information.

• Initial Complaint

  Date:10/09/2024

  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.

  Date of the Transaction: October 29, 2015 Loan Amount: $7,000 (initial loan through ***** *****) Nature of Dispute: Unauthorized cosigning of a student loan by my daughter I am requesting the BBB's assistance in resolving a dispute with Firstmark Services regarding an unauthorized student loan for which I am listed as a cosigner. In 2015, my daughter applied for a student loan with ***** *****, fraudulently using my personal information to cosign the loan without my knowledge or consent. In April 2021, the loan was transferred to Firstmark Services. In July 2024 late payments began to show on my Credit Report. I immediately disputed my involvement and followed Firstmark’s procedure for filing an identity theft claim. Business Commitment: Firstmark committed to investigating my claim if I provided the required documentation, including a statement, signature samples, and a timeline of events, all of which I submitted. Despite my compliance, Firstmark denied my claim on 08/24/2024 before receiving all of the requested information and denied it again on 09/30/2024 without providing any evidence supporting their decision. Efforts to Resolve the Problem: I have made repeated attempts to resolve the issue by supplying Firstmark with substantial evidence proving that the e-signature on the loan is not mine. However, Firstmark continues to deny my claim without presenting any contradictory evidence. I request the removal of my name as a cosigner and that Firstmark provide any documentation that justifies their denial. Thank you for your assistance in helping resolve this matter.

  Business Response

  Date: 10/17/2024

  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.

  Business Response

  Date: 11/11/2024

  Please disregard the previous attachment. The enclosed is the correct and updated response.

  Customer Answer

  Date: 11/12/2024

  
  Complaint: 22401390
  
  I am rejecting this response because:
  

  Dear BBB and Firstmark Services,

  
  Thank you for your recent response. However, I am disappointed that Firstmark has not meaningfully addressed the specific concerns and evidence I have provided. Your response only acknowledges my stance without directly addressing the issues or providing supporting documentation to justify your position. To clarify my main points:

  
  1. Lack of Direct Evidence Supporting My Consent to Cosign:
  - Firstmark has cited circumstantial points as “proof” that I agreed to cosign the loan, such as past payments made, my contact with ***** ***** in 2017-2018, and notifications allegedly sent to my old address. These points do not provide any direct evidence that I knowingly agreed to cosign this loan or that I authorized the use of my electronic signature on the loan agreement.
  - It’s essential to note that any payments I made to ***** ***** were solely to help my daughter when she faced financial difficulties. At that time, I had no knowledge that I was listed as a cosigner.
  - I only continue to make payments now to protect my credit, which is being unfairly held hostage by Firstmark. These payments do not constitute an acceptance of responsibility for the loan but are made in good faith to avoid further credit damage.

  
  2. Electronic Signature Metadata Strongly Suggests Fraudulent Cosigning:
  - I have reviewed the loan agreement provided by ***** *****, which contains unique electronic signature identifiers for both my daughter, Kylea N. Malloy, as the primary borrower, and myself as the alleged cosigner. The identifiers are as follows:
     - ***** ** ****** ******** ********** ******************************    * ****** ** ****** ******** ********** ******************************
  These signatures were applied within just three minutes of each other on the same date, October 29, 2015, and were formatted identically with a period after the middle initial and without the **** suffix—this is not how I sign my name. I always sign as ******* * ****** *** without a period after the **" and with "*** included.
  - This timing, combined with the identical signature format, strongly suggests that both signatures were applied by the same person in a single session or from the same device. Despite this evidence, Firstmark has made no effort to refute or address this point.

  
  3. Request for Metadata Associated with the Signature Identifiers:
  - To validate the authenticity of these electronic signatures, I am requesting that Firstmark provide the metadata associated with the electronic signature identifiers listed above, including any IP address logs, device information, session data, and timestamps linked to each identifier.
  - If Firstmark is unable to provide such data, I request that my name be removed as a cosigner, as the circumstantial points provided so far do not adequately support the claim that I knowingly agreed to this loan.

  
  4. Good-Faith Efforts to Prevent Credit Damage and Potential Legal Action:
  - Since discovering my alleged cosigner status in July 2024, I have made payments in good faith solely to prevent further harm to my credit, even while disputing my involvement with this loan. I have also set up automatic payments from my account to avoid additional late payments.
  - As a disabled veteran who will need to seek financing for a home in the next several months, the damage to my credit has caused substantial hardship. If Firstmark is unwilling to address this matter or provide the requested documentation, I may need to pursue legal action to recover damages due to the impact on my credit.

  
  Please acknowledge this response and provide either the requested documentation or confirm that my name will be removed from the loan. Thank you for your attention to this matter.

  Sincerely,
  ****** * ****** **

• Initial Complaint

  Date:10/04/2024

  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 a current borrower with student loans managed by Firstmark Services. I need to request a copy of my loan's promissory note in order to complete a student loan refinancing transaction by Monday, October 7th. I have been trying to contact Firstmark for days. They have not responded to my email and their customer service line does not work, leading only to silence for hours. I cannot get into contact with a human being to process my request, and time is of the essence.

  Business Response

  Date: 10/15/2024

  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.

• Initial Complaint

  Date:09/04/2024

  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 writing to file a formal complaint against Firstmark Services Trust concerning their recent denial of my request to remove the cosigner from my student loan account. I obtained this loan over 15 years ago and have consistently made on-time payments throughout the life of the loan. My current credit score is 783, and my household income exceeds $150,000 annually. Despite meeting all stated criteria for removing the cosigner—including maintaining 180 consecutive on-time payments and having a sufficient credit score—my request was denied. Here is a summary of the issues I encountered: * Initial Communication: I was initially told that the decision to deny the removal of my cosigner was made by the bank. However, upon contacting ***** ****** I was informed that the decision was not made by them, leaving me without clarity on the responsible party. *Denial Letter: I received a letter from Firstmark Services Trust stating that my request was denied because I allegedly did not meet the criteria. This is incorrect, as I have met and exceeded the required criteria: 24 consecutive on-time payments and a satisfactory credit score. *Impact on Cosigner: The primary reason for my request is that my cosigner has significant financial responsibilities for college-aged children, which impacts his financial situation. Given my 15-year history of responsible payments and the reduced loan balance (from $30,000 to $7,000), I believe it is both fair and reasonable to release my cosigner from this obligation. I am seeking your assistance in resolving this matter. Specifically, I request a thorough review of my case and a reconsideration of the decision to deny the removal of my cosigner. I believe that my long-standing payment record and current financial situation support my request. I have documents like my IRS transcripts, FICO score and student loan not included for security reasons.Thank you, I look forward to your assistance in achieving a fair resolution.

  Business Response

  Date: 09/12/2024

  Firstmark Services values your feedback and we’ve attached a formal response.&n**p;Please note, any attachments will be included in a separate email.&n**p;If you have any questions, please call us at&n**p;833.531.1307, 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 we**ite *********************************p;for all of our contact information.

  Customer Answer

  Date: 09/13/2024

  
  Complaint: ********
  Thank you for answering me that fast, and for your help.

  I am rejecting this response because:
  

  With all my respect that is a**olutely wrong, a Lie or a **! According with their response letter "Your cosigner release request was denied due to a lack of tradelines, Your lender requires three to move forward with the cosigner release process"

  A tradeline is a record of a credit account that appears on a credit report.&n**p;Each credit account, such as a credit card, loan, or mortgage, has its own tradeline.

  Attached I am sending you scree shots of ALL my Accounts, record and payment history. the same in two bureaus: TransUnion & Equifax. Around 12 of them.

  If you check the FirstMark records in BBB you can find several complains about the same situation, very disappointed!&n**p;

  I really don't know if you guys can help me, but I really appreciate everything you guys are doing! Thank you!

  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/20/2024

  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 we**ite at ********************* for all of our contact information.

  Customer Answer

  Date: 09/21/2024

  BBB Thank you so much for all your help. As you can tell they are ignoring all the paperwork i have sent, I have totally proved that I have everything they are asking and they said I don't have. They didn't even contacted ********; It is very shameful that business like Firstmark can do whatever they want with their customers, most of them former students paying back their loans. One more time, thank you! you are the best!!!! **** **