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| Can I get a coupon book? |
| Firstmark Services does not use coupon books. Statements are sent out approximately three weeks prior to the due date for each payment. |
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| Can I consolidate my loans? |
| Consolidation Loans are more predominantly offered for the Federal Stafford Loans. However, some private loan lenders do offer a consolidation program for their loans. You will need to contact your lender directly to determine what options you may have. You can identify your lender by clicking on "General Loan Info" after logging in, and viewing the details about your loan. |
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| How is the amount of my interest due calculated, if I'm making interest only payments? |
| Firstmark Services bills forecasted interest from the date interest was last satisfied through your next due date. You are not able to prepay interest. |
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| How can I change my address or phone number? |
| There are many ways to change your address, phone number, or email address. You can make the changes online, email us the new information, make the change on your payment coupon, leave a message 24 hours a day with our voice response system, or speak directly with a representative. Be sure to include your account number or social security number so we can locate your account to make the changes. |
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| When can I use the KwikPay program? |
To be eligible for Kwikpay, your loan(s) must meet the eligibility requirements of your lender. These requirements include, but are not limited to the following:
- Loan(s) must be in a status that requires payments.
- Loan(s) must be current.
- Loan(s) must have more than six payments remaining.
You can print an application for Kwikpay here. Please review the requirements before submitting your completed application. |
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| When will I be able to make online payments through your website? |
| The ability to make payments online is now available. Simply log in and click "Make a Payment". |
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| Can I make a payment using my credit or debit card? |
| Firstmark Services does not accept credit or debit card payments. In addition to mailing a check or money order, you have the option of making a phone payment using your checking account information. You may also log into your FirstTrack account, and make a payment online. |
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| Can I make a payment over the phone? |
| To make a phone payment call our customer service number (listed below) and once you have accessed your account, choose option 3, then option 2. |
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| When will I get my interest paid info in the mail? |
| Previous year 1098 Interest Paid information is listed on your bill that prints in January each year. If you are not scheduled to receive a statement in January, a separate form will be mailed no later than January 31st.
You can also access the amount of interest paid either through the automated phone system or in FirstTrack by clicking on "General Loan Info", and viewing the details of the appropriate loan. |
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| When I call your customer service phone number how do I actually speak to a representative? |
| Once you enter in your social security number and seven-digit phone number, select option 3, option 3, and then option 1. This will transfer you to a customer service representative. |
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| Can my cosigner view information online as well? |
Yes. They can set up their own account by registering on-line. They will have the same access to account information as the borrower.
Federal Privacy Waiver A borrower and or cosigner can request that a third party (spouse, parent, etc.) have the ability to obtain loan information by completing a Federal Privacy Form. This allows the third party to obtain information, but they are not allowed to make changes to the account. The legal responsibility for a loan remains with the borrower and any cosigners. |
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| Are there any penalties for paying off my student loan early? |
| There are no penalties for paying off your student loans early. |
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| What does the "Total Outstanding Balance' refer to? |
| This amount includes your unpaid principal, outstanding interest, any outstanding fees, as well as any interest that is projected to accrue in the next 20 days. To get a completely accurate payoff quote, please contact our Customer Service department at the numbers listed below. |
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| How is my loan reported to the credit bureaus? |
| We report to the credit bureau on the last business day of each month. A derogatory mark is reported depending on your lender's delinquency standards. |
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| I cannot connect with the on-line application web site. |
| Make sure your Internet access security is set to accept all cookies. This can be found (on Microsoft Internet Explorer) by clicking on the Tools section. Then click Internet Options and Security. Also, check to ensure your system meets the following requirements: A minimum resolution of 800x600, Internet Explorer 6.0 or higher, Java, Javascript and Cookies enabled. |
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| I am a borrower or co-borrower, and I used to have access to StudentLink. Why do I need to make a new account? |
| We've rewritten our online tools from the ground up, increasing the security of the login so that it no longer requires you to use your SSN as your account number. Unfortunately, there was no simple way to convert users of the old system to the new system. However, registering for the new site is quick and painless - the hardest part should be thinking up a new user id! |
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| I am a borrower or co-borrower, and I set up an account when I applied for my loan on-line. Why do I need to make a new account? |
| The online loan application that you may have used to apply for a loan that Firstmark Services is now servicing is not directly connected to the website you are currently visiting. Because they are two systems, you will need two accounts. |
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| If my account is in Default, how can I resolve it? |
| In most cases, your lender will require you to pay the loan in full. You will need to contact your lender directly to determine the resolution. |
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| I don't understand my bill statement. |
| For more information on reading your Firstmark Services billing statement, please click here. |
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| Can I defer my payments? |
| Please contact Customer Service to discuss the repayment options available for your loan program. |
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| Can I change the day my payment is due? |
| The day your payment is due can be changed as long as your account is current. The month and year your payment is due can not change. |
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| Why can't I see my loan? |
| If you are not a borrower or co-borrower, or if your loan is not serviced by Firstmark Services, you will not see your loan listed. You will need to contact your current servicer for more information. |
