If you have student loans, your lender is likely contracted with a loan servicer to manage your loan payments and field any questions. Firstmark Services is a company that services private student loans. Here’s what to know if Firstmark Services handles your account.

What is Firstmark Services?

Firstmark Services is a student loan servicer and a division of Nelnet, which is a company that manages federal student loans. Unlike Nelnet, Firstmark services only private student loans.

A student loan servicer does not lend money to borrowers. Instead, it acts as the middleman between you and the financial institution that initially disbursed the loan. As a student loan servicer, Firstmark Services sends monthly bills, processes payments, reports account activity to the credit bureaus, enrolls borrowers in payment plans and provides customer service.

Is Firstmark Services a good loan servicer?

Some borrowers have reported negative experiences with Firstmark Services over the years. Firstmark has an “A” rating through the Better Business Bureau, with 132 complaints lodged in the Consumer Financial Protection Bureau’s Complaint Database. However, the company has received fewer complaints than other loan servicers.

If Firstmark services your private student loans, you should report any issues to the company first. If your issue isn’t resolved, then you should submit a complaint with the CFPB, the Department of Education, your state attorney general’s office or your state consumer protection office. Companies are more likely to take you seriously after filing a complaint with one of these government organizations.

If you truly dislike dealing with Firstmark, you can also refinance your student loan with a new lender. Through this process, your new lender will pay off your original private student loan and assign your new account to a loan servicer. Before going this route, try to find out which loan servicers contract with your new lender so you don’t end up reassigned to Firstmark.

What kinds of loans does Firstmark Services service?

Firstmark Services services private student loans. If you have a federal student loan, it’s possible that your loans are serviced by Firstmark’s parent company, Nelnet.

How do I know if Firstmark Services is my servicer?

Borrowers who have only federal student loans won’t work with Firstmark Services, since the company services only private student loans. Federal student loan borrowers can log in to the Federal Student Aid website using their FSA ID to find out who services their student loans.

There’s no national database of private student loans, so if you have a private loan, you can check a recent student loan statement to find out who owns your loan and how to make a payment. The financial institution that originally lent you the money might also know who services your loan, or you can check your credit reports to see who is listed as the loan holder.

How do I make my Firstmark Services student loan payments?

If Firstmark services your student loan, you have a few options for making your monthly payments:

  • Online: You can log in to your FirstmarkServices.com account and make secure payments there. In your account, you can either make a one-time payment or set up automatic payments.
  • By mail: You can also mail a check to Firstmark Services, P.O. Box 2977, Omaha, NE 68103-2977. When mailing a payment, include your statement stub or write your account number on the check.
  • By phone: You can pay over the phone by calling 888-538-7378.

How to contact Firstmark Services

Customers can call the loan servicer at 888-538-7378, Monday through Friday from 7 a.m. to 8 p.m. CT or email at Customer.Service@FirstmarkServices.com.

You can also write the servicer at Firstmark Services, P.O. Box 82522, Lincoln, Nebraska 68501-2522 or send a fax at 866-258-9222.

The bottom line

If Firstmark Services handles your student loans, the best place to go for anything you need is your online account. This is where you can make payments, check your balance and manage your bill preferences.

If you’re not sure who services your student loan, check your most recent billing statement, call the lender that initially gave you the money or check your credit reports to see if Firstmark is listed.

You’ll want to find out who services your loan as soon as possible to avoid late payments and keep your account in good standing. Doing so can help you maintain healthy credit. Keep an eye on correspondence from Firstmark to check for changes or updates to your account.

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