Student loan -- Dealing with your lender or servicer -- Complaint #14561344
Complaint Overview
Complaint ID: 14561344
Company: Nelnet, INC.
Product: Student loan
Sub-Product: Private student loan
Issue: Dealing with your lender or servicer
Sub-Issue: Received bad information about your loan
State: California
ZIP Code: 94578
Date Received: 2025-07-09T12:00:00-05:00
Date Sent to Company: 2025-07-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Issue : Servicing and Deferment Misrepresentation Deceptive Practices and Lack of Compassionate Relief on a Refinanced Parent PLUS Loan Details : This complaint is a follow-up and escalation of CFPB Case ID # XXXX, which was closed prematurely without thorough resolution. I am refiling with additional evidence and documentation to address ongoing deceptive servicing and the lack of any hardship or compassionate consideration despite my daughters death. My daughter passed away unexpectedly. The original Parent PLUS loan was refinanced through XXXX XXXX and is now serviced by Firstmark Services. I was unaware that refinancing would strip me of critical federal protections, including death discharge. I believe this should have been transparently communicated at the time of refinancing. Firstmarks claim that my daughter was unassociated with the creation of the loan is misleading. As the student, she was the direct beneficiary of the loan funds used for her tuition. The suggestion that her death is unrelated to the loans purpose is deeply insensitive and an evasion of responsibility. I was told I qualified for a deferment in early XXXX, and made a payment in XXXX while waiting for that deferment to be processed. Despite my understanding that the deferment was to begin in XX/XX/XXXX, Firstmark began issuing delinquency notices and reported me as delinquent back to XX/XX/XXXX, which is inaccurate and misleading. Ive attached payment history and correspondence to show this pattern of inconsistent and harmful servicing. I submitted a comprehensive response package documenting this timeline ( attached here again ), but received no meaningful resolution. Instead, the response from Firstmark attempted to close the matter without properly acknowledging the death of my daughter or offering any form of settlement, hardship program, or deferment solution that would reflect basic compassion. Their payment history reports are inconsistent and suggest they failed to properly process my deferment. The documentation I uploaded also reflects Firstmark 's failure to engage in any real negotiation or offer even temporary resolution options during a time of significant personal hardship. Requested Resolution : An immediate investigation into Firstmarks servicing practices. A good-faith offer or negotiated settlement acknowledging the nature of the loan, the death of the student beneficiary, and the misrepresented deferment. Reconsideration of hardship-based discharge or settlement options, in alignment with the intent of the original Parent PLUS protections.
Frequently Asked Questions
What is Complaint #14561344 about?
Complaint #14561344 was filed against Nelnet, INC. regarding Student loan specifically about Dealing with your lender or servicer. It was received by the CFPB on 2025-07-09T12:00:00-05:00.
How did Nelnet, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Student loan) and describe your issue in detail.
Can I see other complaints against Nelnet, INC.?
Yes, visit the Nelnet, INC. company profile at readthecomplaint.com/company/nelnet-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.