Finder makes money from featured partners, but editorial opinions are our own. Advertiser Disclosure
What to expect with FirstMark student loan servicing
How Nelnet's private student loan servicer works.
FirstMark is the division of student loan servicing giant Nelnet that handles repayments on private student loans. Its website is comprehensive, though not the easiest to navigate — you don’t have access to much information without login credentials. And more than one customer has had trouble getting a straight answer from customer service.
How do repayments work with FirstMark?
There are multiple ways you can repay your student loans through FirstMark. Have your bank account and routing numbers on hand if you’re paying online or over the phone.
|Sign up for auto-debit|
Auto debit allows FirstMark to automatically deduct repayments from your account as they’re due. You won’t have to remember to make repayments each month, though you won’t have as much flexibility about when your repayments go through as you would with other methods.
You can sign up for auto-debit by logging in to your account and clicking Set up auto-debit.
|Make a repayment online|
You can also make a one-time repayment online by following these steps:
|Pay over the phone|
You can make a repayment over the phone by calling FirstMark’s customer service line at 888-538-7378. Its team is available weekdays from 7 a.m. to 8 p.m. CT.
|Send a check|
Send check repayments to the following address:
Send your repayment five to seven business days before it’s due to make sure it gets there in time.
Can I pay off my loans early?
You can. FirstMark doesn’t charge any penalties for prepaying private student loans. The simplest way is to make an additional online repayment, making sure to specify which loans you’d like the funds to go toward. If you’d rather make an additional repayment over the phone or by mail, contact customer service for instructions.
How to contact customer service
You can contact FirstMark’s customer service team by phone, mail or email. While it has one customer service line for all questions, there are multiple addresses depending on the type of correspondence.
|Reach out by phone|
FirstMark’s customer service team is available weekdays from 7 a.m. to 8 p.m. CT by calling the following numbers:
|Mail documents and general correspondence|
|Send an email|
You can send FirstMark an email to firstname.lastname@example.org or fill out a secure form on its website by following these steps:
You can fax documents to 800-451-2528 on weekdays from 7 a.m. to 8 p.m. CT.
How to refinance your FirstMark student loans
You can refinance your FirstMark student loans by taking out a new loan with another lender. You’ll be able to change up your servicer while potentially getting better rates or more affordable repayments in the process.
Compare student loan refinancing options
Explore your options by APR, minimum credit score, loan amount and loan term. Select the Get started button to start an application with a specific lender.
We update our data regularly, but information can change between updates. Confirm details with the provider you're interested in before making a decision.
How to avoid common problems with FirstMark
Not all customers are happy with their experience with FirstMark and its parent company, Nelnet. As of February 2019, over 2,700 borrowers filed complaints against Nelnet with the Consumer Financial Protection Bureau (CFPB). And nearly 100 customers filed complaints against FirstMark with the Better Business Bureau (BBB) over the past three years. Here are the two main issues borrowers struggled with:
Poor customer service
The majority of customers who filed complaints against FirstMark with the BBB mentioned they’d had trouble getting a straight answer from customer service. Many reported the representative they spoke with promised to fix the problem, but never did.
Others said they’d received repeated phone calls about late repayments. This appeared to be a problem specifically for people whose loans were sold to FirstMark.
- How to avoid it: Stay on top of your FirstMark student loans by regularly logging in to your online account. If you’re unable to resolve any issues with customer service, consider filing a complaint with the CFPB or Federal Student Aid Ombudsman Group — they can reach out to FirstMark to resolve the issue.
Incorrectly processed repayments
A few borrowers had trouble making repayments with FirstMark. Some said the servicer didn’t process their repayments at all, causing their loans to become delinquent. Another mentioned that their repayment had gone through, but FirstMark failed to apply it to their loans correctly, also causing them to be late.
- How to avoid it: Each time you make a repayment, check your FirstMark account and bank account to make sure the repayment was properly processed. If you notice any problems, reach out to customer service — or file a complaint.
What to expect with other student loan servicers
Choose a loan provider from the list below for more information on its services.
Working with top private student loan companies like Citizens Bank and CommonBond, FirstMark is one of the more popular student loan servicers out there. While it doesn’t have the highest volume of complaints, some customers were particularly frustrated with the quality of customer service.
Frequently asked questions
How do I apply for deferment or forbearance with FirstMark?
You can find out if you’re eligible for deferment or forbearance by calling customer service. If you can qualify, a representative will walk you through the application process.
How do I apply for cosigner release with FirstMark?
You can find out if you’re eligible to apply for cosigner release by calling customer service. Most servicers have their own set of eligibility requirements you must meet on your own before you can take a cosigner off your loan. If you’re eligible, the representative should walk you through the process.
If I pay online, will it be processed the same day?
It depends on when you submit your repayment. Online repayments made before 4 p.m. CT are processed the same day. Repayments submitted after that time won’t be processed until the following business day.
More guides on Finder
Earning on Coinbase review
Learn how to earn interest on your cryptocurrency using Coinbase exchange. Finder’s guide to earning on Coinbase has information on Coinbase Learn, staking and DeFi.
Know Your Customer (KYC) Guide
Find out everything you need to know about Know Your Customer (KYC) processes including what information is required, how to pass, and more in Finder’s KYC guide.
What is payment for order flow?
How payment for order flow works and how it affects you as an investor.
Eco savings review
Earn up to 5% APY with Eco’s crypto savings account, but funds aren’t insured.
Guaranteed Rate vs. Rocket Mortgage
How Guaranteed Rate and Rocket Mortgage stack up against each other.
Credible vs. SoFi
How Credible and SoFi stack up against each other.
Apps like Possible Finance
Choose from 5 options to find the best pay advance solution. Top names like Dave and Brigit are joined by 3 other pay advance apps.
5 apps like Klover
Get access to the money you’ve already earned with one of these secure options.
Money Management International review
Money Management International is a solid credit counseling company, but watch for lack of transparency with its fees.
Ask an Expert