Firstmark Services LLC S 13th St, Lincoln

STAY AWAY! Customer service is terrible, you can bang your head against the wall and get further than dealing with them. They illegally reported and collected on student loans with incomplete paperwork, which a lawyer verified. I only ended up paying the accounts because it was cheaper than hiring the lawyer to sue them. Anytime I called or emailed them for help, I would get the run around, and they always put all the work on the customer. They have been double reporting my accounts on my credit report since April 2021 and refuse to fix it. I had 2 accounts, and they are reporting those twice, so it looks like I have 4 accounts with them. Whenever I contact them they say they need more information to verify my account, or tell me to do a bunch of research and send sensitive information into them to prove that they made a mistake instead of researching it themselves. You have to report them to the Consumer Financial Protection Bureau or the BBB to get anywhere. I called into their office today and talked to 2 agents. The first one I asked to speak to a supervisor, and they put me on hold for 15+ minutes, so I hung up and called back in, the 2nd agent told me that it was probably just the first creditor reporting the loan and then Firstmark also reporting it which wasn't even correct. I had to print my credit report, redact all sensitive information I didn't want them to have, and email it to them before they'd even REVIEW my complaint. After I emailed them today asking them to delete the duplicate reporting, they responded by saying that they sent my complaint to the correct department but that my loan program doesn't offer any courtesy credit redactions so if they verify the info is correct they will not change anything...it's like the idiot didn't even read my email. That is how it is EVERY TIME you deal with them.

The customer service was wonderful! The representative's name was Christine, and she was very friendly, professional and helpful regarding my inquiries. Christine is an asset to your company. Thank you.

And I thought awful was a descriptive word for dealing with Firstmark. Notice management’s replies to reviews posted, all want to help you with your issue. Yup, and I’ll be one year old tomorrow.

Unfortunately I was forced into doing business with this outfit. My loan was transferred to them from another lender and after reading the reviews I immediately requested a 10 day payoff and paid my balance in full. After paying off my loan I received a statement that indicated I still owed interest. I emailed them to try and clear things up and waited weeks to get a response (every time I emailed them). After they emailed me multiple times explaining how interest works (as if I didn’t understand) I paid the balance and made a decision to warn anyone who was considering borrowing from them. If you read other reviews this appears to be a trend with this outfit. Stay away.

I have had such difficulty working with Firstmark this year. The woman I spoke with today was an exception, and was extremely sweet and helpful. She also apologized when I mentioned my last experience. I have had an incredibly difficult time removing my cosigners from my loans. I don't understand why the forms I need to complete can't just be emailed to me, as they take an incredibly long time to arrive via mail. I had to initially fight with Firstmark as they told me I was unable to remove my cosigners and I had to wait another 3 years, all because 1 of my payments was a day late. Mind you, I have never been late with any other payment. I of course fought this, and they made an exception. I filled out the documents to remove my cosigners once they finally arrived via mail, mailed them back, and a few weeks later received notice that I had to provide paystubs as well. Why couldn't this have been asked from the beginning? Prior to today, I spoke with a woman who was incredibly condescending and sarcastic. She was almost threatening me that I needed to do this as fast as possible in order to still be approved for removing my cosigners. The rep I spoke with today however, was very friendly and instructed me on how to submit the completed docs via Firstmark's website in order for the fastest turnaround (also wish I new this sooner). I am already looking into switching my student loans to somewhere other than Firstmark. It is enough stress dealing with such an insane amount of student debt, but then to deal with incompetence is ridiculous. Your reps are never on the same page with anything, and it is incredibly frustrating trying to work with the majority of them.

I just completed a 31 minute call to customer service (I use that term very, very loosely) I have to agree with a previous post as to there could not be a worse customer service than this company has. All I am trying to get is for the website to provide me with detailed information of all transactions for each of the three loans my son has with this company. I want to see the loan balance after each payment. For example loan balance on 3/1/19 is 1747.83 and I make a payment of 84.00. I want to see that $ 9.15 of this $84 was towards interest and the balance of $74.85 goes towards the loan principal and my new principal balance is $1672.98. My home mortgage company can do this. All my credit card companies can do this, why can't Last Mark do this. The second level person I spoke to did say she would issue a complaint in regards to my request. I will be extremely amazed but pleased if this happens before we pay off the loan(s). The first level person I spoke to did request a transaction statement for the past 12 months. I once again will be amazed and also pleased if it comes to me with the information I need as stated above. Good luck to all of you out there trying to pay off your student loans with this company. And the only reason I selected 1 star is that is the only way I could get this posted.

My student loans got transferred to them and they are absolutely HORRIBLE!! Avoid at all costs! The never give a straight answer and give you the run around for no reason! They are conniving and malicious. I only wish I could have my loans managed by the bank I took it out from

My experience with them is a nightmare. I refinaced out 11/2018 with an over payment. They still haven't sent the check with the excess amount to my new lender. It's been about 3 months!!! Been calling the supervisors about a half dozen times now. They are telling me that they have a funding department where they have no extension or number to call nor know where they are even located in the building. What kind of business are they running? No one able to help. My personal opinion is to keep AWAY from doing any form business with them as the immense difficulties and frustrations of dealing with a profoundly inefficient company is not worth it from my experience thus far.

Horrible company! My daughter recently moved and ever since then we have had all kinds of problems. Obviously , they cannot handle an address change! She is making her payments but still getting notices that her payments are delinquent . We have both called and/or emailed numerous times and have been assured that everything has been straightened out, etc. But, it is still NOT straightened out! I have to call again tomorrow and try again to rectify THEIR incompetence . Makes you wonder how they can stay in business when an address change totally stumps them!

This is the least helpful, most difficult lending agency I've ever dealt with. They required that both of my parents co-sign on my student loans, and now seven years later, I'm trying to change my payment plan and remove my parents from the loan, and they said there was no option for that. The only way to change my payment plan would be to show them pay stubs, tax documents, and other forms from all people whose names appear on the loan. Then they said I also have to go through financial counseling, before they will even consider working with me. I've been paying these loans on my own since graduation, and they will not release my parents from the loan and allow me to be on the loan by myself. They advertise all the different payment options on their website, and then when you contact them, you discover there are fifteen hoops you have to jump through because they'll seriously consider your request. And other requests will be flat out denied because the options don't exist. Never take out a single loan with these people. Ever. Save yourself the trouble.