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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:

  1. Go to the FirstMark website and log in to your online account.
  2. Click Make a payment.
  3. Select the loan or group of loans you’d like the repayment to go toward.
  4. Follow the instructions to enter your bank account information.
  5. Review and submit your request.
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:

Firstmark Services
PO Box 2977
Omaha, NE 68103-2977

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:

  • Toll-free number: 888-538-7378
  • Hearing impaired number: 888-790-2729
Mail documents and general correspondence

General correspondence

Firstmark Services
PO Box 82522
Lincoln, NE 68501-2522

Overnight deliveries

Firstmark Services
121 South 13th Street, Suite 201
Lincoln, NE 68508-1911

Repayments

Firstmark Services
PO Box 2977
Omaha, NE 68103-2977

Send an email

You can send FirstMark an email to customer.service@firstmarkservices.com or fill out a secure form on its website by following these steps:

  1. Go to the FirstMark Services website.
  2. Click Log in/Register at the top of the page.
  3. Click Borrowers.
  4. Scroll down and click Contact us.
  5. Click Send us an email.
  6. Complete the required fields with your contact information and questions. Click Send.
Fax documents

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.

Must read: What lenders does FirstMark service?

FirstMark handles repayments for the following student loan providers, so steer clear of these if you’re looking to switch up your servicer by refinancing:

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.

Name Product APR Min. Credit Score Loan amount Loan Term
Purefy Student Loan Refinancing (Variable Rate)
1.88% to 5.54%
650
$5,000 - $300,000
5 to 20 years
Refinance all types of student loans — including federal and parent PLUS loans.
Credible Student Loan Refinancing
1.80% to 7.74%
Good to excellent credit
Starting at $5,000
5 to 20 years
Get prequalified offers from top student loan refinancing providers in one place.
SoFi Student Loan Refinancing Variable Rate (with Autopay)
1.74% to 7.24%
650
Starting at $5,000
5 to 20 years
A leader in student loan refinancing, SoFi can help you refinance your loans and pay them off sooner.
Splash Financial Student Loan Refinancing
1.74% to 6.52%
650
Starting at $7,500
5 to 25 years
Save on your student loans with this market-leading newcomer.
Education Loan Finance Student Loan Refinancing
1.86% to 6.01%
680
Starting at $15,000
5 to 20 years
Lower your student debt costs with manageable payments, affordable rates and flexible terms.
Earnest Student Loan Refinancing
1.74% to 5.74% APR with autopay
650
$5,000 - $500,000
5 to 20 years
Get a tailored interest rate and repayment plan with no hidden fees.
Supermoney student loan refinancing
Starting at 1.9%
No minimum credit score
$5,000 - $300,000
5 to 20 years
Compare options to combine both private and federal debts into one monthly payment.
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Compare up to 4 providers

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.

Bottom line

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.

If you’re not happy with your FirstMmark experience, consider refinancing with a private lender — though make sure you’re applying with a lender that uses a different servicer for student loans.

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.

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