ACS Education Services

2017-11-21

Canton, MI

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2017-11-20

Atascocita, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: Please accept this final written OFFER OF SETTLEMENT BEFORE LITIGATION as my attempt to amicably resolve your continued willful violation of the Fair Credit Reporting Act regarding your refusal to delete all of the UNVERIFIED Late account information from my consumer file. Despite my three written requests and complaints, the unverified Late items listed below still remain on my credit report in violation of Federal Law. In the results of your re-investigations, you stated to the Creditor Bureaus that you verified that these items are being reported correctly? You still have not identified who in your company verified the accuracy of these Late accounts or how they verified them? As previously pointed out to you, XXXX Law Dictionary, 6th Edition, XXXX, defines Verification as, Confirmation of correctness, truth or authenticity, by affidavit, oath, or deposition. Affidavit of truth of a matter stated and object of verification is to assure good faith in averments or statements of a party. What this means is that your company must be willing and able to produce a document that proves the account ( s ) in dispute belong to me and the information being reported is accurate and you must be able to do this in a court of law. Someone in your company must authenticate the documents in your files that were used to verify the disputed accounts and to do this they must have 1st hand knowledge of the alleged late account ( s ) and all that has ever transpired for the alleged account ( s ), under oath and under the penalty of perjury. Your failure to provide me with verifiable proof required for your company to post the accounts listed below is evidence that it does not exist and therefore is proof that you cant properly Verify the accuracy of any of the disputed accounts. Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified. XXXX XXXX XXXX XXXX/ XXXX ACS
Company Response: Closed with explanation

Timely Response

2017-11-19

Churchville, PA

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

2017-11-19

CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: My lXXXX school loan was serviced by ACS for four years and the website now directs me to login to Conduent, the new servicer. On XX/XX/XXXX, I received an email from ACS/ Conduent, which I attached below, indicating there would be no changes in how I login or make payments. However, I have been unable to login for weeks. The " new '' Conduent website recognizes my username and password but has been giving me an error message that the " service [ I ] just requested is unavailable '' so I am unable to login and make a payment on time. While Conduent seems to recognize my account ( because it recognizes my username and password AND when I tried to make a new account to see if that was the problem, it said my account already existed ), it also does not recognize my social security number and claims there is no account associated with that number. Conduent purchased my loan and is not allowing me to make a payment at all, let alone on time. I can not email them a question because it requires an account number, which they do not recognize, and I have been unable to reach an actual person on the phone ever since I first tried on XX/XX/XXXX and have called everyday since ( now XX/XX/XXXX ). I have seen numerous recent complaints about this online with people having the exact same problem.
Company Response: Closed with explanation

Timely Response

2017-11-17

Co Spgs, CO

Written notification about debt

Debt collection: Other debt

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

Timely Response

2017-11-17

Charlotte, NC

Incorrect information on your report

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

Account status incorrect
Complaint: The Student Loan Listed as : ACS/XXXX XXXX Date Open XX/XX/XXXX is reporting 60 and 90 days late in the months of XX/XX/XXXX and XX/XX/XXXX which is incorrect I never made a payment during this time because I did not have to as I was still in school I had started attending XXXX XXXX at XXXX University and would not have been able to secure Financial Aid during this time had that been defaulted. I have requested between all three credit agencies XXXX, XXXX, and XXXX to delete just this one closed : Paid in Full status account and I have been ignored multiple times it is reporting inaccurately and effecting my Credit Report and ability to secure funding for anything additionally if I needed to.
Company Response: Closed with explanation

Timely Response

2017-11-16

Jackson, TN

Incorrect information on your report

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

Account information incorrect
Complaint: this account is stating that 100 % of the loan is paid, but it has periods where it was reported late. When it was reported late the loan was in deferment. I need them to change the late payments to all paid and this account should go under satisfactory accounts and not possible adverse accounts. You 've paid off 100 % of your student loan amount. Balance {$0.00} Highest Balance {$26000.00} Monthly payment {$50.00} Opened XXXX XXXX, XXXX XXXX XXXX yrs, XXXX mos ) Term 120 months Payment History Youve made 44 % of payments for this account on time. XXXX F M A M J J A XXXX O XXXX D XXXX XXXX XXXX Last payment XXXX XXXX, XXXX Current Payment Status Current Worst Payment Status XXXX Days Late Account Details Account status Closed Type Student Responsibility Individual Remarks Dispute resolved ; customer disagrees Worst payment status XXXX Days Late Times XXXX/XXXX/XXXX days late XXXX/XXXX/XXXX Closed XXXX XXXX, XXXX
Company Response: Closed with explanation

Timely Response

2017-11-13

MA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2017-11-12

Taft, OH

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2017-11-11

Succasunna, NJ

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: We have experienced loss of income due to a critical health problems in our family We have contacted ACS on numerous occasions only to get a run a round We want interest removed and our rate lowered in order to make these payments We have always tried to make these payments but they are pushing us to financial ruin
Company Response: Closed with explanation

Timely Response

2017-11-11

Washington, DC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2017-11-08

Keyport, WA

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: I have tried contacting ACS Education about my loan status since I no longer can log into my account for 3 weeks now. I never received an email or phone call about my loan. I looked online and realized a possibility is my loans were bought and transferred to another company. How am I supposed to figure out which company my loans are with if no one will get back to me?
Company Response: Closed with explanation

Timely Response

2017-11-07

Columbus, OH

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have called ACS multiple times over the past year to see if there was anything I could do to lower my monthly payment on my private student loans. I have been told that all options have been exhausted and there is nothing they can do unless I default on my loan. I have explained that I will not default and I do n't want to be in deferment or forbearance, I would simply like to find a way to lower my monthly payment and pay a little less per month. I am paying {$1000.00} per month ( {$260.00} for federal and {$730.00} for private ).
Company Response: Closed with explanation

Timely Response

2017-11-07

NY

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

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

Problem with personal statement of dispute
Complaint: I had a private loan ( Amount {$3500.00} ) with ACS which I got when I started school at University XXXX Arizona ( opened XXXX ). After graduation, a couple things happened. XXXX the Government switched student loan servicers to XXXX XXXX XXXX. I moved out to New York for a job. During this time, I never received any notification about this loan being outstanding. I was finally contacted and notified about this loan when it went over to the collection agency. Thankfully, I was able to pay off the whole amount as soon as I found out XXXX Account last active XXXX ) before it went delinquent. But on my XXXX XXXX, the report shows XXXX instance of the payment being XXXX days late and XXXX instances of it being XXXX days late. This is inaccurate. It should say XXXX instance of it being XXXX days late. It is not that I had XXXX loans that were XXXX late. It was that XXXX student loan ( which changed servicers ) that was late for more than XXXX days. I contacted ACS couple times and they say they can not do anything about the information since the payment was late. I told them that I am not asking them to remove the late payment mark ; I am asking them to show the correct information. My XXXX XXXX is XXXX and I have never had a late payment other than this student loan. Showing XXXX instances of me being XXXX late on a loan has caused trouble for my family and I in terms of housing and transportation ( car ).
Company Response: Closed with explanation

Timely Response

2017-11-04

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: My XXXX and XXXX Perkins loans are serviced through ACS, now XXXX. I have been working as a XXXX XXXX for the last three years and prior to that as a XXXX XXXX, and as such my Perkins loans qualify for cancellation. I have supplied adequate documentation annually to ACS, and every year there is great difficulty in obtaining my loan cancellation. Again this year I have submitted the proper paperwork and ACS continues to request further documentation. This documentation continues to place an unnecessary step in the cancellation process as I have already provided the information requested to process the cancellation.
Company Response: Closed with explanation

Timely Response

2017-10-30

N N, VA

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

2017-10-28

Federal, CA

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

2017-10-24

Neotsu, OR

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: EVERY year when we attempt to renew the IBR, the paperwork gets lost or mishandled at Conduent ( ACS ). We spend hours re-submitting forms and making phone calls while the amount due which is greater than we can pay builds and shows overdue. The company eventually gets the IBR fixed, but forces us to additionally pay the overdue higher amounts, which is a real struggle for us. Specifically, this year, we submitted the IBR requests via pdf email on XX/XX/XXXX and received a confirmation email onXX/XX/XXXX that showed they had received the IBR request and would contact us when processed. We heard nothing from the company until yesterday XX/XX/XXXX when our bill arrived showing no IBR at all. This happened for both my account and my wife 's, with the total payment due exceeding our combined monthly income. I called ACS and they apologized for not contacting us because " the pdf IBR application was cut off with only half the page visible. '' It is a PDF ... NOT A FAX and I confirmed that the image is complete. SERIOUSLY, what are the odds that two separate pdf docs ( one for me and one for my wife ), sent in separate emails were both " cut off ''??? Now they say we have to start over, re-applying for IBR, because the dates on the application are over 60 days. THE DATES WERE FINE EXCEPT THAT THEY DID NOT PROCESS THE ORIGINAL REQUEST OR CONTACT US THERE WAS A PROBLEM. THIS OCCURS EVERY YEAR. My SSN XXXX My Wife XXXX 's SSN XXXX
Company Response: Closed with explanation

Timely Response

2017-10-21

Brentwood, TN

Incorrect information on your report

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

Account status incorrect
Complaint: ACS/XXXX XXXX XXXX, is also reporting multiple loans as XXXX XXXX past due and these loans are older than XXXX years. At no time, have I ever had any written correspondence ACSXXXX XXXX XXXXXXXX.
Company Response: Closed with explanation

Timely Response

2017-10-20

KS

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: For at least XXXX weeks, I have been unable to access my account. I have attempted to log in to my online account on several devices using different browsers, tried resetting password, and spent several hours on the phone trying to contact a service representative. I am concerned that I will not be able to make my next loan payment on time, because I am unable to access my account information. The problem has persisted for several weeks, but I only started tracking my contact attempts this week. Here is the list of the last few days. Login Attempt XXXX/XXXX/XXXX XXXX Service unavailable message Call ( XXXX ) XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX Phone menu ; information not found Call ( XXXX ) XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX On hold for XXXX ; never XXXX through. XXXX XXXX XXXX/XXXX/XXXX XXXX - XXXX unavailable message Call ( XXXX ) XXXX XXXX/XXXX/XXXX XXXX XXXX Received busy signal. Login Attempt XXXX/XXXX/XXXX XXXX - Service unavailable message Call ( XXXX ) XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX Phone menu ; XXXX & XXXX not found The message I receive online is, " We are sorry, the service you have requested is temporarily unavailable. Please try again later. '' This is not a wrong password ; I get a different message if the password is wrong.
Company Response: Closed with explanation

Timely Response

2017-10-20

Odell, OR

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: After graduation, I put my loans into deferment so they would not have to be re-payed until XXXX. In XXXX, I had consolidated my loans and the representative said that ALL of my loans would be consolidated. I had sent her all of the Loan information received from my school showing which loans paid the school and how much each loan was. I had made my XXXX payment with the consolidation in XXXX. Every payment I had made with the consolidation company was on time. During this time, I had plans on purchasing a house. In XXXX, we had gotten preapproved and started looking at houses. We had put an offer down on a house late XXXX, and when they ran our credit once again, it showed up with XXXX over XXXX day late payments to ACS. I had never received a bill from ACS. They have never tried to contact me, but they reported on my credit report that I was over XXXX days late, and now I am reporting XXXX days late. This is significantly affecting my life, as now I do not qualify for a mortgage. ACS made no attempts to collect, and as shown on their website I have never made a payment and that is because I was unaware a payment was due. In XXXX, ACS had sent me a XXXX statement which showed the XXXX loans I owed, and what my Yearly Interest rate would be, and showed on the XXXX statement that my XXXX payment would not be due until XX/XX/XXXX. If I was sent a XXXX XXXX XXXX statement, with information showing that I did not owe a payment until XX/XX/XXXX, how would it be that when my credit report was pulled in XXXX, I show XXXX days late? When speaking to ACS, They can not provide me an answer as to why I was never sent an invoice, and why they failed to contact me to inform me my loan was over XXXX days late.
Company Response: Closed with explanation

Timely Response

2017-10-19

New Bern, NC

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2017-10-19

College Sta, TX

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Company Response: Closed with explanation

Timely Response

2017-10-16

Foothill Ranch, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: This loan goes back to XXXX when I became homeless, and lost my job due to XXXX XXXX in XXXX. I have a balance of {$20000.00} I believe, I am currently in XXXX school and I received a call from ACS, I told them that I am in school and my loan should be in deferment. XXXX XXXX XXXX has posted the information to the XXXX XXXX where XXXX XXXX my present loan servicer was able to access the information. If I am in school am I supposed to have the XXXX school send information to ACS directly, or is it their responsibility to get the information from the XXXX XXXX? I do not want them to adversely affect my credit because of this. Please let me know what my options are?
Company Response: Closed with explanation

Timely Response

2017-10-13

Phoenix, AZ

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't temporarily delay making payments
Complaint: Last XX/XX/XXXX, I called ACS two months prior to my forebearance ending to see about putting my loan in forebearance another year. I have not worked since XX/XX/XXXX and I had to file for XXXX. My hearing for XXXX is in or around XX/XX/XXXX. By then, I will know if I have an income or not and begin making payments. I fully intend on paying my loan back. I had been paying on it on a regular basis for years without missing a payment. However, after my XXXX in XX/XX/XXXX, I have not been able to go back to work and filed for XXXX. Last XX/XX/XXXX, when I called ACS to find out my options for another forbearance, they emailed me the form same day. It was confusing so I called them for answers, telling them no change from last year and I was advised on how to fill it out. I sent it back regular mail in XX/XX/XXXX. I did not hear anything back either by regular mail or email. I called yesterday afternoon and I was told it was denied. I asked when. She said XX/XX/XXXX! She also said they put you on another program. I said wait a minute. I 've done everything they have asked me to do and they ca n't even notify me correctly of their decision and they want me to pay when I do n't have a job? She said to fill out the form again. She was n't knowledgeable in helping me fill out the form right. I lost confidence in ACS. They never used to be this bad. I am requesting another year of forbearance. I have yet to receive the response they said they sent me denying the forebearance so I have nothing to attach.
Company Response: Closed with explanation

Timely Response