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Student FAQ

I received notification that I am past due on my loan payments. What do I need to know?
Unless you notify this office within 30 days after receiving the notice that you dispute the validity of the debt or any portion thereof, this office will assume the debt is valid. If you notify this office in writing within 30 days from receiving the notice, this office will obtain verification of the debt and mail you a copy of such verification. This office will provide you the name and address of the original creditor (if different from the current creditor), if you provide a written request for this specific information within 30 days after receiving the notice.

The California Rosenthal Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before 8 a.m. or after 9 p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at 1-877-FTC-HELP or www.ftc.gov.

What do I need to know about Identity Theft?
Firstmark has compiled information to help you sort through this important issue. You can find this information here.

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 set up a new account?
The website that you used to complete your loan application is not directly connected to Firstmark Services servicing website. Because they are two systems, you will need two accounts.

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” button at top right-hand of your internet browser, selecting “Internet Options”, then the “Privacy” tab. Under “Settings” move the slider to the bottom to allow all cookies, then click “OK.” In addition, check to ensure your system meets the following requirements: Internet Explorer 6.0 or higher, Java, Javascript and Cookies enabled. Note: Blocking cookies may prevent some web pages from displaying correctly.

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.

Can I consolidate my loans?
Consolidation loans are predominantly offered for Federal Stafford Loans. Firstmark Services does not offer consolidation options; however, there are other private loan consolidation lenders. You may want to check with your local banker or the internet for possible consolidation services.

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.

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.

How can I change my address or phone number?
You can make the changes by logging in to your online account at firstmarkservices.com, emailing customer.service@firstmarkservices.com, noting the change on your payment stub, or by calling 1.888.538.7378 and speaking directly with a representative.

When will I be able to make online payments through your website?
The ability to make payments online is a free service 24 hours a day 7 days a week. Simply log in and click "Make a Payment," then click on "Web Payment". Payments made before 4:00 PM (Central) can be viewed under pending payments. Payments will be removed from the pending payment screen and posted to your account after 4:00 PM (Central).

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 or savings account information. You may also log into your Firstmark account and make a payment online, which is a free service.

Can I make a payment over the phone?
Yes. To make a phone payment, call our customer service number at 1.888.538.7378 and access your account.

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 within Firstmarkservices.com by clicking on "General Loan Info", and viewing the details of the appropriate loan, or through the automated phone system at 1.888.538.7378.

When I call your customer service phone number how do I actually speak to a representative?
You can get to the main menu by entering either your account number, without the preceding 0's and numbers, or last 4 digits of your social security number as it is crossed checked with your phone number. Simply follow security prompts and you will receive the option to speak to a representative.

Can my cosigner view information online as well?
Yes. They need to set up their own account by registering online. They will have the same access to account information as the borrower for the loans they have co-signed for.

What is a 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.

Are there any penalties for paying off my student loan early?
There are no penalties for paying off your student loans early.

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 1.888.538.7378.

I share my computer with someone that also uses Online Banking. Can both of us still login from the same computer?
Yes. You can use the same computer to login to your individual accounts safely; you will not be able to access each others information. There is no limit as to how many users can be installed on the same computer. Just remember to never share your information or password with anyone.

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. All phone and web payments must be received by 4:00PM (Central) in order for the payment to be effective that same business day.

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.

I don't understand my bill statement.
For more information on reading your Firstmark Services billing statement, please click here.

Can I defer my payments?
Please contact Customer Service at 1.888.538.7378 to discuss the repayment options available for your loan program.

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 cannot change.

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.