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What to expect with FirstMark student loan servicing
How Nelnet's private student loan servicer works.
Need A Student Loan?
You Graduated. Now What?
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.
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.
You can also make a one-time repayment online by following these steps:
- Go to the FirstMark website and log in to your online account.
- Click Make a payment.
- Select the loan or group of loans you’d like the repayment to go toward.
- Follow the instructions to enter your bank account information.
- Review and submit your request.
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 check repayments to the following address:
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.
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
PO Box 82522
Lincoln, NE 68501-2522
121 South 13th Street, Suite 201
Lincoln, NE 68508-1911
PO Box 2977
Omaha, NE 68103-2977
You can send FirstMark an email to firstname.lastname@example.org or fill out a secure form on its website by following these steps:
- Go to the FirstMark Services website.
- Click Log in/Register at the top of the page.
- Click Borrowers.
- Scroll down and click Contact us.
- Click Send us an email.
- Complete the required fields with your contact information and questions. Click Send.
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
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
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
Read these answers to common questions to learn more about 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.
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.
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.
Anna Serio is a trusted lending expert and certified Commercial Loan Officer who's published more than 1,000 articles on Finder to help Americans strengthen their financial literacy. A former editor of a newspaper in Beirut, Anna writes about personal, student, business and car loans. Today, digital publications like Business Insider, CNBC and the Simple Dollar feature her professional commentary, and she earned an Expert Contributor in Finance badge from review site Best Company in 2020.
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