ACS Education Services

2017-06-22

Corvallis, OR

Getting a loan

Student loan: Private student loan

Denied loan
Company Response: Closed with explanation

Timely Response

2017-06-21

Arco, CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Complaint: I have been enrolled in an income sensitive repayment plan with ACS and when I went to re-new, they are now informing me that i am not eligible because I make too much. Nothing has changed in my financial situation since last year and find it ridiculous that I am now unable to qualify. I also must note that for the past month an a half I have tried to communicate with them about this issue, they had done nothing, responded to none of my inquiries and all I seemed to have gotten was " your application is still being processed ''. Now that I am far behind on my payment, I call and they tell me that I do n't qualify. And now I have a XXXX payment which I really ca n't afford.
Company Response: Closed with explanation

Timely Response

2017-06-20

Nyc, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: The balance of my federal Perkins loan is supposed to be cancelled for service as a full time XXXX XXXX. The company continues to Bill me for payment even though I 've sent paperwork more than once. Additionally, they do not answer email, phone, or mail. I 've tried numerous times. I 'm afraid it will affect my credit because of their negligence to respond. The company is www.acs-education.com.
Company Response: Closed with explanation

Timely Response

2017-06-20

Baldwin Hills, 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

2017-06-19

NV

Struggling to repay your loan

Student loan: Federal student loan servicing

Can't get other flexible options for repaying your loan
Complaint: I am submitting this on behalf of my husband, and his student loan. XXXX has been XXXX since XXXX, 2015. He is XXXX years old. We are NOT sure when he will be released, but we do know that we will only have XXXX XXXX as our income. When XXXX worked he was the owner of a company that provided XXXX XXXX for XXXX XXXX. He XXXX XXXX XXXX XXXX into XXXX. At one time, he was one of only 37 people who could XXXX XXXX XXXX XXXX. He provided a very important service which allowed many students an opportunity for a XXXX XXXX. What are the options since our combined income will be less than half of what it was? Recently, I have submitted paperwork for the loan to be in forbearance, but I do n't think that can go on much longer. Please let me know our options. NOTE : I am NOT listed on the loan, but I do have Power of Attorney to handle all of XXXX 's accounts.
Company Response: Closed with explanation

Timely Response

2017-06-19

Atl, GA

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

2017-06-18

Scranton, PA

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

2017-06-15

El Sobrante, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: My loan is separated into different accounts from there into separate disbursements that have separate rules for interest rate reduction and subsidized/unsubsidized status. For more than one whole year, I have put {$400.00} extra into my payments to ACS for my XXXX student loan. I have explicitly requested ( sometimes on a monthly basis ) that all additional payments be allocated to specific accounts. At first, I requested to allocate them to the loans that did n't qualify for interest rate deduction for auto pay. After discovering the ability to see the different loans on my account ( by accident, as it is not explicitly explained on the website ) I started requesting the amounts over my minimum payment be allocated to loan # 6 because that loan is unsubsidized and has the highest interest rate. I tracked my account balances in a separate XXXX spreadsheet ( attached ) because I have no trust in my loan servicer to follow my instructions. The account balances decreased, not at the rate I thought they should have, but that is not the primary issue here though. Between XXXX XXXX and XXXX XXXX, a time period that included a regular monthly payment, my account balances for my highest interest rate loans, # 5 and # 6 both increased. Loan # 5 increased from {$3500.00} to XXXX. Loan # 6 increased from {$3400.00} to XXXX As I understand it, this occurred during the time that XXXX was selling it 's student loans to XXXX, which makes this an even bigger potential issue than my account alone. I submitted a complaint quickly on XXXX XXXX. I received confirmation of receipt and that I would receive response within a week. As of today, XXXX XXXX I have not received a response.
Company Response: Closed with explanation

Timely Response

2017-06-12

Queens, NY

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: Hello, My name is XXXX XXXX and I have filed the complaint with you around XX/XX/XXXX, 2016 about Affiliate Computer Services ( ACS ) for which XXXX XXXX XXXX is an administrator. CFPB complaint Case # : XXXX. In response to my case, you sent me a letter ( XX/XX/XXXX, 2016 ) saying that XXXX XXXX evaluated my loan history and they would reduce my interest rate. It said that XXXX XXXX had permanently reduced my interest rate margin to 2 %. and it further said that reducing interest margin would effect of reducing my monthly payment about {$50.00}. <P/> Not only XXXX XXXX DID NOTHING ABOUT REDUCING MY PAYMENT BUT IT INCREASED IT TO $ XXXX Monthy. IT IS ABOUT {$10.00} more I used to pay. I called them three times to discuss my case. NOBODY COULD DO NOTHING AND REPRESENTATIVES FROM AFFILIATED COMPUTER SERVICES ( ACS ) KEPT SAYING THEIR COMPUTERS WERE DOWN AND ASKED ME TO CALL LATER!!!!. I DON '' T HAVE A TIME TO CALL LATER BECAUSE I NEED TO WORK TO PAY MY BILLS. I AM FURIOUS, AND I WANT TO TAKE A LAWER TO RESOLVE THIS PROBLEM. I HAVE NEVER DEALT WITH SUCH DISRESPECTFUL AND IGNORANT COMPANY AS AFFILIATED COMPUTER SERVICES ( ACS ). THEIR BEHAVIOR IS UNACCEPLATBLE. I HAVE BEEN PAYING MY LOANS AROUND 8 YEARS AND THE BALANCE REMAINS THE SAME. CAN YOU HELP ME TO FIND SOMEONE A LAWER TO RESOLVE THAT PROBLEM?. MY CASE WAS FILED On XX/XX/XXXX, 2016. My name is XXXX XXXX, XXXX XXXX XXXX, XXXX, NY XXXX. CFPB COMPLAINT CASE # : XXXX. My email is XXXX. Phone is XXXX.
Company Response: Closed with explanation

Timely Response

2017-06-12

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I refinanced some of my student loans with XXXX. They sent checks to all of the lenders that we are paying off. All of the checks were received and cashed by all of the lenders except ACS education loans. After realizing its been a month and they have not cashed the check I began to investigate this issue. I tried calling there customer service line which is impossible to get through to. It says my account number and social security number are not valid and wo n't let me call. If you do n't have either of these then you can not get through on the phone. So now I can not contact my loan company via the telephone so I try to email them from there automated emailing system on the website. I get a reply 6 days later that is completely inaccurate. They stated that my last payment wasXX/XX/XXXX for {$150.00} when my last payment was actuallyXX/XX/XXXX for {$300.00}. XXXX sent them a check XX/XX/XXXX to pay off the remaining balance. So I attempt to call them again after I received a reply 6 days later. Still not able to access them via the phone because its claiming my account and social are not correct. So I do some research and find another number to call. This number accepts my social security number and I am able to select options to attempt to talk to someone about my issue. After selecting the correct options I was on hold for an hour. After ONE hour of waiting for someone to answer the representative answers the phone he notifies me that the system is down and they are not able to answer any questions or access my account. When I asked if there was another number to contact them he said there was not. And that there was no email to reach them other than the automated service on the website. I asked him what the policy if they received a check from a lender and he said it would be cashed within 7-10 business days. I just would like to be able to contact someone that I am giving THOUSANDS of dollars to. It is impossible to get ahold of them and I do n't know if they received a check or not. Also, my account is still open and accruing interest so I can not make payments towards it if they are going to cash a check for the full amount. But once the account goes past due then I am going to be responsible for these fees. I also started to look up the company and found hundreds of people in worse situations with this company. It seems like this may be a trend that this company is XXXX people over to get as much money as they can while making it virtually impossible to get ahold of. Who do we have to protect us and help us out when this is happening? Some of these people are spending every dollar they make to make payments to this company and we ca n't even get an answer or response from them. Then they can report us to credit agencies and ruin our credit. This company needs to be investigated and we need advocacy when this is occurring. Who do we turn to when this company bullies us for our money and it is not fair?
Company Response: Closed with explanation

Timely Response

2017-06-12

Tallahassee, FL

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

2017-06-10

Brant Lake, NY

Incorrect information on your report

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

Account status incorrect
Complaint: I XXXX XXXX file this complaint against ACS Education Services as I have tried on several occasions to amend a wrongful credit reporting process that is 100 % untruthful. My student loans were in deferment until XXXX XXXX . At no time was I in a payment plan until XXXX . Howeve r, ACS re ports my payment history as follows during deferment : XXXX XXXX 60 DAYS LATE NEVER A 30 DAY LATE XXXX XXXX 60 DAYS LATE NEVER A 30 DAY LATE XXXX XXXX 60 DAYS LATE NEVER A 30 DAY LATE XXXX XXXX 60 DAYS LATE NEVER A 30 DAY LATE XXXX XXXX 90 DAYS LATE XXXX XXXX XXXX 120 DAYS LATE These late payments are highly destructive to my credit reports, even though my payment history has been perfect since I took the loan out of deferment. ACS Education Services has to clean up these wrongful credit reports, and remove all past payment history up to XXXX XXXX . This is a national problem collection agencies have with privatized student loan reporting, and the CFPB should support the recent investigations by the Federal Trade Commission to take sanctions and levy fines for Fair Debt Collection Practices Act and Fair Credit Reporting Act violations against companies such as ACS Education Services.
Company Response: Closed with explanation

Timely Response

2017-06-10

Gretna, LA

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

2017-06-09

Oxford, GA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: With the assistance of XXXX XXXX XXXX financial c ounselors I received a Federal Family Education Loan Program ( FFELP ) for {$56000.00}. Payments started XX/XX/XXXX . Ne ver missed a payment, have paid fo r 10 ( almost 11 yrs ) . I am a XXXX XXXX but was told I do not qualify for loan forgiveness because this was not a " direct loan ''. Yet, I owe {$40.00}, XXXX still on the loan, after paying {$27000.00} in interest and {$16000.00} on the principle. I have paid {$44000.00} on {$56000.00} and still owe {$40000.00} and even though I qualify for loan forgiveness based on payment history and vocation. I am XXXX XXXX XXXX and will retire in XX/XX/XXXX with 31 years of XXXX XXXX . This was to my understanding a Federally Funded Loan Program or is the title meant to be misleading. No wonder people just give up and default.
Company Response: Closed with explanation

Timely Response

2017-06-09

Jacksonville, FL

Incorrect information on your report

Student loan: Private student loan

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-06-08

Compton, CA

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2017-06-08

Los Angeles, CA

Struggling to repay your loan

Student loan: Private student loan

Problem lowering your monthly payments
Company Response: Closed with explanation

Timely Response

2017-06-08

Kirtland, OH

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2017-06-07

Palos Park, IL

Incorrect information on your report

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

Account information incorrect
Complaint: Due to unemployment, my account was placed into a 12 month forbearance. The forbearance period expired in XXXX and payment was due on the account in XXXX 2017 . Payment was made on XXXX XXXX , 2017 for XXXX 's payment due. Student loan co mpany, ACS, processed the payment and applied it to my account. A few weeks later I was noticed via XXXX credit monitoring that my account with ACS had been reported as being 30 days delinquent. Payment was never made late and in light of this I filed a dispute with the credit union. ACS did not correct the issue. Furthermore, I have attempted to call ACS on several occasions and have been placed on hold for hours on end. I would like for this payment information to be corrected and for the 30 day pass due status to be removed from my credit reports. This has adversely affected my ability to qualify for a mortgage and I would hate for this dereliction to affect me further. Thank you.
Company Response: Closed with explanation

Timely Response

2017-06-06

Bakersfield, CA

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
Complaint: I have always had my student loan on automatic payment via ACS/ XXXX XXXX XXXX . I have never missed a payment. They failed to do the automatic withdrawal in XXXX 2016 and XXXX 2016. I attem pted to log into my account and it said " this account does n't exist ''. When I called to make them aware they were no assistance and did not fix the problem. I ended up having to call again and make a payment over the phone. My credit report shows no 30 day late y et one 60 day late. That is not even possible to be 60 days late without being 30. They were quick to charge me late fees and tell me they would be correct my account and still have not.
Company Response: Closed with explanation

Timely Response

2017-06-06

Arco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: I received an email from ACS on XXXX XXXX, 2017, prior to this date I had not received correspondence from ACS. This lack of communication hinder my ability to pay and to update the company about my medical XXXX. I need to access information on the loan to make a full payment an close the account, but the ACS website does not allow me to register and gain access to my loan information. I am left unable to pay as interest accrues.
Company Response: Closed with explanation

Timely Response

2017-06-02

Tucson, AZ

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
Complaint: Three times I have submitted requests to the 3 individual credit bureaus as well as ACS Education Services requesting the inaccurate reporting of the late payments in XX/XX/XXXX & XX/XX/XXXX to be removed for all 4 of my federal loans with acct numbers XXXX, XXXX, XXXX, & XXXX. <P/>The agency reported a timely payment in XX/XX/XXXX, 60 days late XX/XX/XXXX, & 90 days late XX/XX/XXXX for all my accounts. During this time I was struggling with the company to approve my IBR. OnXX/XX/XXXX I spoke to agent # XXXX with ACS who retro-acted my deferment to XX/XX/XXXX to be active until XXXX. I followed up onXX/XX/XXXX, to ensure my account was current was spoke to a man, XXXX, @ XXXX XXXX ( MST ) who stated I was in deferment with a bal of {$0.00} since XX/XX/XXXX. <P/>Every time I have requested the inaccurate reportings be corrected ACS places a remark of " Dispute resolved, Customer disagrees. '' Nothing has been resolved. I was in deferment so the late notices should be removed.
Company Response: Closed with explanation

Timely Response

2017-06-02

Queens, NY

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are being handled
Complaint: I set up automatic payments with the servicing company twice, but when the quarterly payments were supposed to be made, the company put my account past due instead of making the automatic payments. I made a complaint about this and received an acknowledgment email of my complaint on MondayXX/XX/XXXXThis email stated that I would receive a response within 48 hours. I did not receive a response until XXXX XXXX on FridayXX/XX/XXXX. I received an email that said they could not call me but I could call customer service. Their customer service line is already closed and it 's Friday night. Their response was not accurate. It said that I could not set up automatic payments when my account is overdue, but I tried to set up automatic payments with them twice when my account was not overdue and they are not taking the automatic payments. I requested that they call me and they have not. My account should not be overdue because I set up automatic payments, and this is the second time in a row that the company has done this.
Company Response: Closed with explanation

Timely Response

2017-06-01

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I currently have a hold on my account due to overdue payment with th e ACS for m y loan. I am trying to make a payment to the account ; however, I am unable to register for my account becaus e ACS we bsite states that it does not recognize my social security number. Since my account could not be registered, I am still unable to view the amount that I have to pay and pay for it. I have been contacting ACS, yet I am unable to get a hold of them. I urgently need to get rid of the hold on my account because I need to order my official transcripts to register for my XXXX XXXX degree and my job. yet, it seems like I wo n't be able to have my XXXX XXXX and job due to this problem.
Company Response: Closed with explanation

Timely Response

2017-05-31

IL

Dealing with your lender or servicer

Student loan: Private student loan

Don't agree with the fees charged
Complaint: When I finished my rehabilation program with XXXX my last call from them was to congratulate me with completion of the program and to state a new lender would have my loans. After a few month I was awaiting for information from the new lender ( phone call, email, mail, etc ) and I never recieved anything, I was only made aware of my new lenders by randomly checking my credit report and saw XXXX XXXX on my credit report and their contact information. When I called XXXX XXXX 2017 ( picture of call history attached ) I begin to express my concern of why they are on my credit report who who where they. Well, they begin to tell me and also expressed to me that I am 75 days past due and I owe ( around ) 900 $ dollars. I asked the advisor what information did they have on file for me because I have never recieved a call or mail or email stating I owe or need to pay anything and she begins to simply apologize to me and told me she would send me over an email for student debt loan forbearance letter, income driven repayment plan, and an email update request and that was it and I though in the email that would explain why I owe money for late fees. I eventually called back 2 weeks later to ask for the email again that would email why I owe them late fees and I again stated my concern about why I did n't fell I needed to owe any additional XXXX $ late fee due to the fact they never sent me any documentation that I needed to pay anything. I figured the first time j called they stated I had and old address, email and phone number on file that they probably send information to the wrong address. The advisor did not answer my question effectively or give me clarity so I requested to speak to an manager. I expressed again my concern to the ( now ) financial manager and I was put on hold several times during the duration of the call and my phone end up dying, so I called back the op financial manager. She put me on my finally hole ; I 'm guessing to check out what was going on and came back on and states to me " that they did in fact have my updated address on file since XXXX but the mail kept returning back to them '' I then asked it this pieces of mail something I would have to sign for? '' she said " No '' so I said, then why have I not recieved the mail if 1. I do n't have to sign for it and 2. You have my updated address ( which is an aparment and you can just put it in the mail box ) and she said I should have went to check my place of delivery to get it. Since XXXX I have been to my local post office and no form of mail was for me except packages for something completely different. So ... I do n't feel I shoukd have to pay an additional XXXX $ late fees and I never recieved any form of paperwork, mail, or email about them having my loans in the first place. I want to only be responsible for what I owe them originally which should be my student loans. Attached are screenshot or my call 1 call to them email of the only and 1st documentation of their existence and resolution to my " late fee '' problem.
Company Response: Closed with explanation

Timely Response