ACS Education Services

2018-01-04

Camp Rogers, GA

Written notification about debt

Debt collection: Federal student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-01-04

Eight Mile, AL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: My loan with ACS changed to Conduent Education. I was informed that I would not have to change any information, and that everything would stay the same. When I went to log in to make a payment, it told me that I did not have an account and that the action was not available. I tried changing my password, and the system recognized that I did have an account, but then it told me that there was no loan associated with my Social Security number. I tried calling the customer service number provided, and it asked for my social security number without giving me any other options. Again, I got a response that said there was no account associated with my social security number.
Company Response: Closed with explanation

Timely Response

2018-01-03

Ft Belvoir, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: I have been attempting to log into my Conduent account (formerly ACS Education) online to repay the remaining balance on my loan but I have been unable to access my account or get in touch with a rep from Customer Service going on 2 months, and therefore have missed my last 2 loan payments I believe. I have been logging in using the exact same information and have not missed a payment in years, but for the last 2 months I receive the same automated message from the site when I attempt to log in, which is that the action I'm trying to complete is temporarily unavailable. "Temporarily unavailable" yet it has been over 2 months. When trying to contact Conduent customer service, the automated response says there's no account associated with my social security number, and therefore after multiple attempts I eventually get disconnected from the phone after the automated system fails to recognize my social security number. When I emailed customer service, they too said that they have no account associated with my social security number and said "Unfortunately, we are unable to locate an account for you in our records. Please be advised that your loan may have been transferred to be serviced by another loan servicing company." I've read numerous other complaints from people having the exact same issue. I eventually tried resetting my password on their site using the "forgot my password" option. After I received the temporary password I was able to log into the site, but once inside my account all it says is "No data found for specified SSN." So now it appears my account no longer exists, and I'm unable to repay the remaining balance on this loan, and I do not know who to contact to resolve this.
Company Response: Closed with explanation

Timely Response

2018-01-02

Pikeville, NC

Problem with a credit reporting company's investigation into an existing problem

Student loan: Federal student loan servicing

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-01-02

Mountain View, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2017-12-29

Alexandria, VA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: From XXXX XXXX through XXXX XXXX, I had issues with ACS not updating my payments properly, charging me with late fees and coming up with increasing larger, but never really explained amounts in arrears. I will attach my payment history which shows only two late payments in two years, followed by my paying extra amounts to catch up and paying out a large sum to catch up on what they said was in danger of being delinquent though not accounted for. I never defaulted and even though dealing with illness and hospital bills, I never neglected to pay even if it was just my regular payment. ACS, now Conduent called me multiple times a week multiple times a day at all hours and I also answered and explained my situation and made payments. Some of the customer service reps even advised me of times to pay to avoid credit reporting consequences. In XXXX, around the time I learned that I had been hit with bad charges related to the XXXX and XXXX breaches, I saw where ACS/Conduent had reported multiple 60 and 90 day payments delinquent. It made a huge dent in my credit score, and like the actions taken by the company in my other complaint, are incorrect, unwarranted, and a detriment to my position as a cleared XXXX. I wrote to ACS/Conduent and received a reply that they had no control over the reporting and to reach out to XXXX. I reached out to XXXX and was told to go to Conduent. Neither of them answers the phone or returns voicemails. I attached the email chains for your reference. I didnt realize it, but this treatment is very close to that complained about in the recent lawsuits https : XXXX? XXXX and https : XXXX. Unfortunately, Virginias XXXX has not joined this effort and so I am reaching out to you. This characterization of my payments and the credit reporting is false and I would like it removed. Also, it cuts against my livelihood, which I need to pay the loans back. It is difficult to understand why a lender and services would want to harm the source of their payments.
Company Response: Closed with explanation

Timely Response

2017-12-29

CA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: I have a private institutional loan that was serviced by ACS for several years and I made payments through their website. Recently, I got an email from ACS saying that their company name was changed to Conduent but I would still be able to log into my account with my username and password and make my payments. However, that was not the case. I could not log into my account with my credentials. I tried changing my password and after having an unreasonable amount of trouble doing this, I got into my account. Once I was into my account, the website kept displaying error messages when I attempted to make a payment and I was ultimately unable to do anything. On two separate days I attempted to send Conduent a message via their " Contact Us '' web form on their website. They have never responded to my messages and I have still not been able to make a payment.
Company Response: Closed with explanation

Timely Response

2017-12-26

New Orleans, LA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: showing missed payments that were n't missed and this account is closed and purchased by XXXX and reporting old factual data
Company Response: Closed with explanation

Timely Response

2017-12-23

San Mateo, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2017-12-22

Winterville, NC

Attempts to collect debt not owed

Debt collection: I do not know

Debt was paid
Company Response: Closed with explanation

Timely Response

2017-12-19

Houston, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2017-12-19

Bremen, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: My credit score dropped 78 points on XXXX due to a XXXX XXXX account ( from XXXX ) becoming 90 days delinquent. XXXX XXXX has never been late and there were never no reporting of it being 30/60 days late, it jump straight to 90. After reaching out to XXXX XXXX come to find out there student loans were sold to XXXX, whom could n't locate my account in their system either. I reached out to US Dept of Education and there were only one XXXX XXXX account showing paid in the amount of {$1300.00} in XXXX. After reviewing the verbiage on all 3 credit account, I notice XXXX XXXX appeared on my XXXX report. I reached out to ACS who is no longer is ACS but is now Conduent Education. They inform me my accounts were 90 days late. I asked why I have n't received anything in the mail or at least a phone call. Why it never reported 30 days late and went straight to 90 days, I could 've addressed it sooner. Why my students loans been sold so many time and I was n't made aware of who to contact to make payments.
Company Response: Closed with explanation

Timely Response

2017-12-14

Indianapolis, IN

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2017-12-14

Palos Park, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I have had a loan with ACS loan company which should now be Conduent? I have tried contacting them and their website service for logging in but it has been unavailable for a long time now. I have had an automatic payment with them for the last 5 years and have paid on time for every payment. This last payment did not go through and I can not get ahold of them. I gave them my SSN but their automated response is that I do n't have an account with them. I want to pay but I do not know what to do!
Company Response: Closed with explanation

Timely Response

2017-12-07

Urbana, OH

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2017-12-06

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Dear Sir or Madam, I am filing this complaint with the Consumer Financial Protection Bureau against the loan servicer formerly named ACS Education Services ( recently renamed Conduent Education ) for violations of federal law. I registered with then-named ACS Education Services in XXXX XXXX to make payments on a XXXX XXXX XXXX and institutional loan assigned to that loan servicer. I specifically requested that my financial documents, including billing statements, be delivered to me electronically. Although other e-mails from ACS Education were received properly, no billing statements were provided as required by federal law. In XXXX XXXX, I received a notice from my educational institution that they were changing to XXXX XXXX as the new loan servicer. I immediately attempted to log in to my ACS Education account to retrieve all records of my payment and balance. However, ACS Education had already blocked me out. I attempted to contact them through the web form on their website, which asked for either my account number or the last XXXX of my Social Security number. The web form did not request information as to the type of loan in the account, nor were there different web forms for different types of accounts. The web form rejected my correct ACS Education account number ( provided several times with different formatting ), so I provided my SSN last XXXX. I also provided my full name, telephone number, and e-mail address as required. ACS Education responded with an e-mail requesting that I provide the same information that I had already provided, so I did so. ACS Education then sent an e-mail claiming they could not find " a loan that was ever on [ their ] system. '' At their subsequent request, I informed them that the account consisted of two loans, a XXXX XXXX XXXX and an XXXX loan. Without addressing the institutional loan, ACS Education responded, " The division that you are contacting does not service XXXX XXXX loans. '' However, as noted earlier, the ACS Education web form did not provide for contacting different departments. There were no different forms for different departments, nor was information on the type of loan requested. After contacting the XXXX XXXX XXXX XXXX, I was provided a different e-mail address to escalate my issue. I informed that complaint department that the servicer was refusing to help me and was claiming they had no records of my payments and balance history, and received an automated acknowledgment, but never received a response from the complaint department. Subsequently, I received another e-mail from the " XXXX XXXX '' claiming, " it appears you initially contacted the wrong department hence why they were unable to assist you. '' The e-mail further directed me to my educational institution, instead of providing me with documents reflecting my balance and transactions with them during their time as my loan servicer. It appears that the former ACS Education, as a business practice, is preventing customers from selecting a department to contact and then subsequently accusing them of contacting the incorrect department in order to delay customers and avoid revealing that they have destroyed evidence of their acceptance of customers ' prior payments. Please help me retrieve records that show my monthly balance, interest, and payments with ACS Education -- not statements from another institution that purport to reflect my monthly balance, interest, and payments. I further request that all penalties for violating federal law be assessed against ACS Education. Thank you for your assistance with this matter.
Company Response: Closed with explanation

Timely Response

2017-12-05

Arlington Heights, OH

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Company Response: Closed with explanation

Timely Response

2017-12-04

OH

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Please forgive me if I mix up servicer and owner of my loans. Its not always clear what is actually going on and I think that is the point of it. On XX/XX/XXXX I was accepted a loan modification offered by loan science on my private student loan consolidation serviced by ACS education. There was a principle reduction and an interest rate reduction to 0 % in the loan modification. The principle reduction was honored which was great, however there has been no movement of the interest rate. I first reported this to the CFPB on XX/XX/XXXX that the interest rate had not been changed. The complaint number for the original complaint was XXXX. On XX/XX/XXXX loan science replied that the suggested changes ( interest rate 0 % ) had been made to my account. I waited several weeks to see the changes and they never happened. On XX/XX/XXXX I provided feedback that the interest rate had not been changed. However, my complaint was still closed. What actually happened is that XXXX XXXX sold my loan to XXXX after my complaint without changing the interest rate. That sounds like a crime to me. Today I learned that my loan will be switching servicers to XXXX XXXX on XX/XX/XXXX. It was also noted in this document that XXXX will " create a new account number '' for my loan. I assume this is some sort of move to try to distance my loan from my loan modification documentation to further avoid honoring it. Its time to get this sorted out and to quit playing musical chairs with my loan to avoid the loan modification that was offered and accepted. The current lender listed on the XXXX website is XXXX XXXX XXXX XXXX and the gaurantor is XXXX XXXX XXXX. This information itself is out of date and probably illegally so since this information has been wrong for over a year. I believe that ACS, XXXX, XXXX XXXX, XXXX XXXX XXXXs and XXXX should be contacted and the responsible party should then act.
Company Response: Closed with explanation

Timely Response

2017-12-02

Carteret, NJ

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2017-12-02

Chester, VA

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: my issue is with conduent. my original student loan was opened in XXXX. I have been going to school and all loans were deferred. i got ill with XXXX in XXXX XXXX and stopped going. 99 % of my loans were with XXXX and they contacted me about repayment. when i called them they told me how i needed to handle it. ACS apparently sold my loan to conduent. In XXXX XXXX i called the XXXX, XXXX and New york after discovering a late reporting on my credit bureau. Nobody could help me. The customer service associate said they only handle investment accounts. About two days after the phone calls I get a bill from Conduent. The bill was for a minimum payment of over {$300.00} and said i was already delinquent. I called conduent on XXXX XXXX, XXXX and was told to write in to emailsupport about Account XXXX. I told them this debt is being disputed because 1 ) i do n't know if its mine 2 ) i never got a bill. 3 ) according to one credit bureau this is still being deferred. They wrote back saying they are required to report accurate information. i re wrote sending a screen shot of my credit bureau and advising i never got a bill before now. they responded by calling me someone else name and still said they would not assist. My name is XXXX XXXX. the account # is XXXX with XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-28

Newnan, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: On XXXX/XXXX/XXXX, I petitioned the court to include my Student loan in my chapter XXXX bankruptcy. It was approved and my bankruptcy was discharged. This account should be closed and has been closed since XXXX
Company Response: Closed with explanation

Timely Response

2017-11-28

FL

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: Since my student loan servicer ACS merged with XXXX, I have not been able to log into the website. I am 100 % positive that my username and password are correct. Even so, I tried the reset function, and the temporary password does not work either. I called them last Monday, and they said they were aware that people were not able to log in, and their IT department was working on it. It is still not working 9 days later ( and was not working a few weeks before I called, too ). I 've noticed many similar complaints online. I also just called the automated system to make a payment, and it successfully found my account. As directed, I pushed 3 to make another payment amount. All I receive is an error message there, too.
Company Response: Closed with explanation

Timely Response

2017-11-27

SD

False statements or representation

Debt collection: Other debt

Impersonated attorney, law enforcement, or government official
Complaint: In XX/XX/XXXX a debt collector for XXXX XXXX XXXX claimed I owed a " ULT '' student loan at University XXXX XXXX XXXX XXXX ( XXXX ). The debt collector claimed to be working for the government institution XXXX but then they directed me to pay the commercial company ACS. I asked for promissory note and any other documentation. They said they do not have a promissory note and sent me computer screen print outs. In a letter was threatened that if I challenge their claim they would raise my interest rate to 18 %. I then contacted the Department of Education and The National Student Loan Database asking about the loan and the agency ACS. I have found that there is no record of any " ULT '' student loan. I have done my own research and have never found a such loan called " ULT ''. I have printed my entire student loan history. I have receipts showing XXXX balance on student loans at XXXX. On XX/XX/XXXX I tried to access my transcripts and discovered there was a hold. This hold on my transcripts was my cause to sue and I filed a lawsuit for fraud on XX/XX/XXXX. I have since discovered a trail of fraud including a XX/XX/XXXX tax intercept and that they ( ACS and or XXXX ) were debt collecting concealed under a different name in XX/XX/XXXX on my credit report. When I did a debt of validation on my XXXX credit report to dispute a unknown claim I won that debt of validation and their claim was removed. At that time I had no cause to sue due to the concealment I was not able to make the connection that ACS was in fact XXXX frauduently attempting to collect a non existent debt. After I filed the lawsuit I was contacted by an attorney for XXXX asking me to sign something and they will give me my transcripts. I of course refused to sign anything. This is 100 % fraud and I have collected a great deal of documentation to prove it. I have since been to 3 court dates where the attorney for ACS still has not provided any documentation of any debt instead has continually tried to delay the proceedings by not sending me notices and filing motions to dismiss. The next court date is XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2017-11-21

IL

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I have contacted ACS repeatedly regarding my payments being too high and me being unemployed and was told forebearance and deferment are my only options. Then a friend told me about the income based repayment plan so I asked ACS. They sent over the paperwork to fill out and I did it. I spoke to them when submitting to make sure everything was accurate and he told me I had to use my unemployment as income so I did. I said what happens after I turn it in? He said you just do nothing, make no payments, and wait to hear back from us. So I did. After a few months ( Im a single mom trying to make it through day to day so remembering to check on my status wasnt at the top of my priority list. ) I remembered I had submitted it and hadnt heard so I called and they told me that it was denied because I made too much money on unemployment at $ XXXX before taxes. ( After speaking to someone else at ACS I found out I wasnt supposed to put my unemployment on there at all!! So if I was given correct info I would have been fine. ) I didnt resubmit because I was currently working on a 4 week project and so I was told there was nothing I could do. The problem now is all those months I wasnt paying because I was told not to went into my credit report and they refuse to remove them. So now I am trying to find an apartment/but a home for my child and I and I cant because I have too many late paymentS from ACS and so nobody will even rent to me! So now I had to move in with my parents at XXXX years old. Its ridiculous they can do this and not be held responsible for single handedly ruining my life. Looking at my account- my principal borrowed was around {$11000.00}. I have paid over {$7000.00}. Yet somehow my remaining balance is around {$14000.00}. How is that even possible?! My loan has over doubled??
Company Response: Closed with explanation

Timely Response

2017-11-21

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I have a loan with ACS education. I recently asked for my original loan papers as mine were lost in a hurricane. They sent me a one page form without my signature, no interest information and on top it said one loan for XXXX and one for XXXX. That is a total of {$4800.00}. I graduated in XXXX and have been paying each month. I did have a period of relief due to unemployment. But my amount is around XXXX per month for a least 5 years. That is XXXX. They say I still owe over XXXX. Recently to add insult to injury I get a bill from XXXX ( who is XXXX ), I look it up and it is associated with ACS. DO I pay the Conduent bill or ACS, how do they decide etc. I need original signed ( by me ) paperwork on this loan.
Company Response: Closed with explanation

Timely Response