Business Profile
Student Loan Services
Firstmark ServicesThis business is NOT BBB Accredited.
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Customer Review Ratings
1.17/5 stars
Average of 53 Customer Reviews
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Review fromConstanza M
Date: 04/12/2025
1 starConstanza M
Date: 04/12/2025
Deceptive and Arbitrary Loan Servicing – Stay Away from Firstmark Services: Their public-facing policies mean nothing. They’ll change them on a whim, create arbitrary new requirements, and contradict themselves just to gatekeep access to basic borrower rights. I took out a student loan with Citizens Bank in 2018, serviced by Firstmark Services. I had a co-signer and, before accepting the loan, I asked detailed questions about the co-signer release process. I was told clearly: make 36 consecutive on-time payments and you can request a release. In August 2024—after making well over 36 on-time payments—I submitted a co-signer release request with all required documentation. They denied the request, claiming I hadn’t been employed for more than two years at my current job, even though I included documentation of my full work history and met the actual requirement (over two years of total employment, not in one job). This was never mentioned in their original policies. Six months later, once I hit the 2-year mark in my current role, I tried again. A week later I was denied again, this time for not meeting the minimum cash flow requirement (?). Another requirement that came out of nowhere. When I called to ask how they determined that, the rep said they couldn’t explain the actual threshold. She literally said: “I don’t know.” Let me be clear: • I’ve made 46+ consecutive payments, • I have a credit score of 800, • I’ve paid more than the minimum, • And I have savings and investments. Yet somehow, that’s still not enough. Why? Firstmark Services is unreliable and unethical. They do not honor their own terms, and their process is a bureaucratic maze designed to frustrate and trap borrowers.Firstmark Services
Date: 04/14/2025
Firstmark Services values your feedback and a formal response to your review will be sent via email. If you have additional comments or concerns, please contact us at 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday through Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromDee G
Date: 01/04/2025
1 starDee G
Date: 01/04/2025
Each and every review on this company is absolutely true. I have to take a legal approach. When making on time monthly payment and paying more than the monthly fees my balance does not make any sense. This is definitely a lawsuit.Firstmark Services
Date: 01/06/2025
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 FirstmarkServices.com for all of our contact information.Review fromMaze Z
Date: 12/11/2024
1 starMaze Z
Date: 12/11/2024
These people are legal criminals. Highway robbery. I don’t know how they’re still in business but I hope this company fails. Every single person who works there is so incompetent and rude. This is a type of student loan that’s never meant to be paid off. I’ve genuinely never wanted to see a company fail so bad in my life. I can wholeheartedly tell you, that going with Firstmark services, is the absolute worst decision I have ever made in my entire life.Firstmark Services
Date: 12/12/2024
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 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromAlycia H
Date: 09/25/2024
1 starAlycia H
Date: 09/25/2024
Predatory student loan company. Disgusting. Communication about my loan being on an interest only repayment status for years was unknown to me. I was recently told my payment is going up 600 a month from 400 due to the interest only status ending. None of my student loans have ever been at payment levels like this. I had no idea about the style of repayment status and had to inquire with multiple calls and emails to understand what has changed with them. The language in communication to their customers is not reasonably understood. The student loans they have sold many times over and landed with Firstmark without my consent. The loans are so old and should have been forgiven in my understanding. I am an RN for non profits my entire career of 16years. I graduated in 2008 and have always paid my student loans without lapse. I cant believe this many years later they are sold to companies like this with sky high payments and secretive billing practices. None of my loans have ever been forgiven as promised after the ten years of regular repayment. Companies like FirstMark profit off public servants of my generation.Firstmark Services
Date: 09/26/2024
Firstmark Services values your feedback and a formal response to your review will be sent via mail. If you have additional comments or concerns, please contact us at 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday through Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromDéja A
Date: 09/24/2024
1 starDéja A
Date: 09/24/2024
My student loans were originally taken out through Wells Fargo and SOLD OFF to Firstmark. This company is extremely predatory and will financially kill you. There is no grace or flexibility offered with this company. They will place your loans into forbearance or return to grace and they STILL will add interest on to your loans will in deferment. If I say nothing else, AVOID THEM AT ALL COST.Firstmark Services
Date: 09/26/2024
Firstmark Services values your feedback and a formal response to your review will be sent via email. If you have additional comments or concerns, please contact us at 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 website at FirstmarkServices.com for all of our contact information.Review fromMegan S
Date: 09/19/2024
1 starMegan S
Date: 09/19/2024
In 2017, I refinanced my private student loans from Wells Fargo to Citizens Bank - the loan has been serviced through FirstMark Services. I have made on-time payments from 2017-2024, even despite being laid off in 2022 and not getting a new job until 2024. In April 2024, money was tight due to lack of overtime to make the hefty payment of $800+ per month. When you miss a payment, you get a lovely email like this from Citizens: "We know everyone experiences difficult times. If that’s your situation now, Citizens wants to help. Please call us today at XXX-XXX-XXXX to discuss available options that might work for you." EVERY time I have called in for this loan, I have been told that I am NOT eligible to do anything with this loan other than: 1) make the HIGH payments or 2) refinance with another bank/lender. I called in May 2024 after missing a second payment. FirstMark's customer service are some of the grumpiest employees I have ever spoken to, and each time have told me I'm essentially S.O.L without options. Upon calling recently in August 2024, I found out that I WAS eligible to apply (with very low chance of it even being approved) for a "Loan Modification" with a cosigner. This would cut my monthly payment nearly in half and reduce my interest rate for 12 months - enough time to catch up after being unemployed for so long. I got a new job in July 2024 and suddenly I'm eligible. My August call led to a few things: calling in to see if they could waive a few of the late fees due to the neglect of their CS team providing misinformation about my loan. One employee told me I could only have ONE $35 late fee waived. The second time I called back for a supervisor, she said "I believe I can apply for all $175 total late fees to be waived." - to which her supervisor confirmed was NOT true. Employees treat you horribly here. They are SO misinformed and give you a round-about, 30-60 minute call to tell you that you have no options. WORST SERVICE EVER.Firstmark Services
Date: 09/20/2024
Firstmark Services values your feedback and a formal response to your review will be sent via mail. If you have additional comments or concerns, please contact us at 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday through Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromPatrick N
Date: 07/24/2024
2 starsPatrick N
Date: 07/24/2024
For most items Firstmark works great for payments and history. Where they started to make me suspicious is when I tried to apply for a cosigner release. I was quickly denied due to not meeting the 36 on time payments. I only had 35 of the 36 but that was due to only having the account open for 35 months. Firstmark then told me I was going to have to wait a year to apply again for a cosigner release even though I met all the other criteria, at this time meeting the 36 on time payments. which I found suspicious. I then called Citizens and their rep told me completely different information, the application was on the way for cosigner release and that Firstmark had wrong info. It seems as though Firstmark is making things difficult for borrowers to make changes to their loan. Once this loan is done with, I will never use them again. ALWAYS CONFORM THE INFO COMING OUT OF FIRSTMARK.Firstmark Services
Date: 07/25/2024
Firstmark Services values your feedback and a formal response to your review will be sent via mail. If you have additional comments or concerns, please contact us at 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday through Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromMehryar Z
Date: 07/23/2024
1 starMehryar Z
Date: 07/23/2024
My student loans got handed to them by Wells Fargo - I would never go to Firstmark by choice. The employees are all incompetent and half of them talk to you like they despise their job. Representatives talk back to you, speak over you, disrespect and harass you with daily phone calls that will never stop. They are careless with your account and will make monthly mistakes you’d have to call in to fix. Your interest rate will be impossible to pay off. Management is the only good thing they have and even they agree their employees are dimwits. I’ve never had a positive experience with this company. I would cut my left leg off to never have to deal with them again. Easily the WORST company I have ever dealt with. I would renounce my college degree if it meant I never had to deal with these folks again - I never write reviews…..but I couldn’t let anyone else go through the BS the rest of us have been going through with Firstmark Service Thieves.Firstmark Services
Date: 07/25/2024
Firstmark Services values your feedback and a formal response to your review will be sent via email. If you have additional comments or concerns, please contact us at 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 website at FirstmarkServices.com for all of our contact information.Review fromNancy J
Date: 06/13/2024
1 starNancy J
Date: 06/13/2024
I could give zero stars if I could. They are sharks.Firstmark Services
Date: 06/14/2024
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 888.538.7378, from 7 a.m. to 8 p.m. (Central), Monday – Friday. You can also visit our website at FirstmarkServices.com for all of our contact information.Review fromNicole S
Date: 05/24/2024
1 starNicole S
Date: 05/24/2024
Horrible company. Was forced into using them when they took over student loans from First Republic. Not helpful at all and very difficult to deal with.Firstmark Services
Date: 05/28/2024
We are sorry that you had a negative experience with us. If you have specific concerns that have not already been addressed, 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 FirstmarkServices.com for all of our contact information.
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