Date Received: 2021-06-15
Issue: Dealing with your lender or servicer
Subissue: Need information about your loan balance or loan terms
Consumer Complaint: I have been trying to get a copy of my student loan payment history since XX/XX/2021. As of today, XX/XX/2021, Firstmark Services has still not been able to provide me with a copy of my loan history. I have been calling frequently, lately on an almost weekly basis. Today, the customer service supervisor stated that she had " no super good timeline to offer me '' about when I might receive a copy of my student loan history. This did not sound super good to me. My original request was to XXXX XXXX in XX/XX/2021. I believe my loan was transferred to Firstmark iat the beginning of XX/XX/2021. I followed up with both XXXX XXXX and Fitrstmark in XXXX, but Firstmark claims I requested my student loan payment history on XX/XX/2021. This is false. I requested this information several times from them between XXXX and XXXX.
Company Response:
State: IN
Zip: 46032
Submitted Via: Web
Date Sent: 2021-06-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: this debt was part of identity theft, I do not owe the debt, have tried to resolve it several times with written documentation.
Company Response:
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2021-06-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-15
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: this debt was part of identity theft, I do not owe the debt, have tried to resolve it several times with written documentation.
Company Response:
State: GA
Zip: 30068
Submitted Via: Web
Date Sent: 2021-08-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Not my accounts, never received anything verifying these are debts or their relation to me. This is a strict violation of FDCPA and FCRA. Also, talked to the company & they themselves lack any info & agreed to remove them.
Company Response:
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: My fiance called in on XX/XX/14 to obtain information as to what we needed to do to get my income driven payment plan in writing for the bank that is handling our mortage. When she called and spoke with XXXX it was a very long extended wait period to speak with someone as she reached a new person. When XXXX got on the line we refused to give her information on how I can get the request expediated. He wouldn't even tell her the procedure or what I needed to do to obtain the information. He didn't need account specifics to tell her that information. I need to know how to get the document of what my payment will be monthly so I can send it over to the bank. I submitted this request several days ago and can't wait 3 weeks for it per the email that Greak Lakes sent me. Thank you. The documents that were requested from Great Lakes has been submitted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-14
Issue: Problem with the payoff process at the end of the loan
Subissue:
Consumer Complaint: My issue is actually about not being able to access information about my account. I would like to know the payoff amount so that I can pay the loan off, but have not received a response despite multiple communications. My loan is through XXXX XXXX, but their loan servicer is Firstmark Services On XX/XX/2021 I emailed Firstmark Services because my account was locked, I was unable to unlock it online and I was unable to get through to them by phone. I also asked to switch to paper statements since this is not the first time I have had trouble logging into my account. On XX/XX/2021, Firstmark sent me an email through a secure link stating that a representative would reach out to me by phone and that I would need to allow 24-48 hours. On XX/XX/2021, I emailed again because I had not received a phone call from Firstmark. I again asked to be switched to paper statements and for help unlocking my account. On XX/XX/2021, XXXX XXXX from Firstmark sent me an email stating that they could not answer my question without further information. On XX/XX/2021, I replied to Firstmark with the information they requested. On XX/XX/2021, XXXX XXXX from Firstmark sent me an email stating that they could not answer my email without further information. On XX/XX/2021, I mailed a letter to Firstmark Services detailing all the steps I had taken to reach them, including copies of all of the correspondence since XX/XX/XXXX, XXXX as of today XX/XX/2021, I have still not received a response. My letter also requested a payoff amount, that my statements be changed to paper statements and that I would be filing a complaint with the Consumer Finance Bureau if I did not receive a response.
Company Response:
State: VT
Zip: 058XX
Submitted Via: Web
Date Sent: 2021-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to the incorrect on items on my credit report. It has been over 30 days and I have yet to get any results or updates.
Company Response:
State: GA
Zip: 30305
Submitted Via: Web
Date Sent: 2021-07-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-12
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute in regards to incorrect items on my credit report. It has been well over 30 days and I have not received any investigation results.
Company Response:
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2021-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-11
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: These accounts don't belong to me. Please remove them from all 3 credit reporting agencies. Please see below the list of accounts that are reporting derogatory on all 3 credit reporting agencies. 1. Identity Theft DEPTEDNELNET Account Number : XXXX This is not mine. 2. Identity Theft DEPTEDNELNET Account Number : XXXX This is not mine. 3. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 4. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 5. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 6. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 7. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 8. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 9. Identity Theft DEPT OF EDUCATION/NELN Account Number : XXXX This is not mine. 10. Identity Theft DEPTEDNELNET Account Number : XXXX This is not mine. 11. Identity Theft DEPTEDNELNET Account Number : XXXX This is not mine.
Company Response:
State: FL
Zip: 334XX
Submitted Via: Web
Date Sent: 2021-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-06-10
Issue: Dealing with your lender or servicer
Subissue: Don't agree with the fees charged
Consumer Complaint: Firstmark Services XXXX, the servicer of my XXXX student loans, erroneously charged me {$210.00} more than it was supposed to, did not refund that amount, and did not apply it to my student loans interest or principal. The overcharge was a result of several system and human errors accumulated over the period from XX/XX/XXXX to XX/XX/XXXX - see evidence below. Firstmark never disputed the evidence I submitted in my multiple requests to correct the errors. In fact, all four different customer representatives I spoke to in XX/XX/XXXX, on XX/XX/XXXX, XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ), admitted the error after going through all the details and promised to correct it. However, Firstmark never corrected it and never followed up. Instead, they kept adding new erroneous charges over and over again each time I complained, the last time writing off {$120.00} of my payments in an openly malicious manner, apparently, in retaliation to my complaints. Firstmark phone customer service takes on average an hour of waiting time per call to reach and oftentimes requires several such calls. Firstmark stopped responding to my complaints by email, the last one sent to XXXX on XX/XX/XXXX and also did not respond to my request sent over certified mail. Below is the detailed step-by-step description of what happened with references to the attached evidence : 1. In XX/XX/XXXX, upon my request, Firstmark switched me to six months of interest-only payments ( forbearance ), subject to auto-debit from my XXXX checking account. On the second of these six billing periods, on XX/XX/XXXX, Firstmark charged me {$190.00} instead of {$99.00} - roughly double my regular amount of interest as compared to the previous and subsequent billing periods. The attached " Evidence # XXXX - Firstmark statement XXXX '' incorrectly shows {$190.00} in interest charges for the billing cycle XXXX. The previous billing cycle " Evidence # XXXX - Firstmark statement XXXX '' shows the correct amount of {$99.00} that should have remained relatively the same through my six months of interest-only payments, as does the next " Evidence # XXXX - Firstmark statement XXXX '' that shows {$99.00}. The fact that the XXXX amount of {$190.00} is wrong can also be manually verified by applying my effective interest rate of 2.76 % to my total principal outstanding of {$43000.00} shown on the same " Evidence # XXXX - Firstmark statement XXXX XXXX - ( {$43000.00} XXXX 2.76 % / XXXX ) * XXXX = {$96.00}. Note that since I complained about it, Firstmark generated a new ( alternative ) " Evidence # XXXX - Firstmark statement XXXX '' for the same billing period of XXXX showing a correct {$96.00} amount that should have been charged instead of {$190.00}, but never refunded the difference. Thus, on XX/XX/XXXX Firstmark owed me approximately {$190.00} - {$96.00} = {$100.00} 2. On XX/XX/XXXX, Firstmark made a new billing error, possibly in a failed attempt to correct the previous one. For an unknown reason, they charged me {$62.00} for the billing cycle XXXX instead of roughly {$99.00} that they were supposed to, as shown by the attached " Evidence # XXXX - Firstmark statement XXXX XXXX '' Thus, on XX/XX/XXXX Firstmark owed me {$100.00} - ( $ XXXX {$62.00} ) = {$66.00}. 3. For the billing cycle XXXX, even though the corresponding " Evidence # XXXX - Firstmark statement XXXX XXXX shows an incorrect amount of {$62.00}, Firstmark actually charged me the correct amount of {$89.00}, which can be verified through " Evidence # XXXX - Firstmark Payment History - exported on XXXX XXXX and my XXXX statement " Evidence # XXXX - XXXX statement XX/XX/XXXX XXXX '' Thus, on XX/XX/XXXX, Firstmark owed me the same {$66.00} as at the end of the previous billing cycle. 4. On XX/XX/XXXX, Firstmark made the next billing error : added an unexplained " Past Due Amount '' of {$27.00} and an unexplained " Fees '' of {$2.00} which, combined with my regular scheduled payment of {$94.00} resulted in a total of {$120.00} - see " Evidence # XXXX - Firstmark Account Home Screenshot XXXX ''. This is despite the fact that the corresponding " Evidence # XXXX - Firstmark statement XXXX '' incorrectly shows the amount due of {$65.00}. Later on, Firstmark sent me TWO notifications of amount past due : " Evidence # XXXX - Firstmark past due notification - XX/XX/XXXX XXXX '' and " Evidence # XXXX - Firstmark past due notification - XX/XX/XXXX '' explicitly warning that these " late payments '' " may be reflected on your credit report. '' To minimize further damage, I chose to manually pay the erroneous {$30.00} difference ( in addition to my regular {$94.00} auto-debit ) as can be verified through " Evidence # XXXX - XXXX statement XX/XX/XXXX XXXX '', " Evidence # XXXX - Firstmark Account Home Screenshot XXXX '' and " Evidence # XXXX - Firstmark Payment History - exported on XXXX '' The correct amount for that XXXX billing cycle actually was {$97.00}, which can be manually checked as ( {$43000.00} * 2.71 % / XXXX ) * XXXX = {$97.00}. Thus, on XX/XX/XXXX, Firstmark owed me {$66.00} + ( $ XXXX {$97.00} ) = {$93.00}. 5. On XX/XX/XXXX, Firstmark made the next error, this time, I suspect, maliciously in retaliation to the detailed email complaint that I sent on XX/XX/XXXX. They discarded my last two {$30.00} and {$94.00} payments for the total of {$120.00}, i.e., " unapplied '' {$120.00} from the previous partially erroneous interest and fees but did not return {$120.00} back to my XXXX checking account. That caused Firstmark web site to erroneously display {$120.00} as " past due '' - see " Evidence # XXXX - Firstmark Account Home Screenshot XXXX, '' which prompted me to repeat the {$120.00} payment on XX/XX/XXXX to avoid negative credit reporting - see " Evidence # XXXX - Firstmark Account Home Screenshot XXXX ''. On XX/XX/XXXX, Firstmark mailed me a " Notification of Returned Payment '' ( see " Evidence # XXXX - Firstmark 'Notification of Returned Payment'.png '' ), erroneously ( or maliciously ) claiming that the payment was " returned '' " because your financial institution was unable to process it. '' That statement is false. Firstmark DID receive this payment, as proven by the attached " Evidence # XXXX - XXXX statement XX/XX/XXXX XXXX '' showing these payments as processed on XX/XX/XXXX, as well as by " Evidence # XXXX - Firstmark Payment History - screenshot on XXXX '', " Evidence # XXXX - Firstmark Account Home Screenshot XXXX '', " Evidence # XXXX - Firstmark Payment History - exported on XXXX XXXX XXXX and even by that same " Evidence # XXXX - Firstmark 'Notification of Returned Payment'.png '' stating earlier that the payment was received on XX/XX/XXXX. Firstmark never returned that {$120.00} payment. Thus, on XX/XX/XXXX, Firstmark owed me {$93.00} + {$120.00} = {$210.00}. I want Firstmark to refund me approximately {$210.00} accumulated as a result of erroneous interest charges, fees and discarded payments.
Company Response:
State: CA
Zip: 94947
Submitted Via: Web
Date Sent: 2021-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A