ACS Education Services

2017-04-17

Salton City, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: In XX/XX/2016 I contacted ACS regarding incorrect credit reporting. I was advised it was corrected. I pulled my credit reports today from all bureaus and it is showing 120 days past due as of XX/XX/2016. My account was in deferment during that time.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-16

Glen Easton, WV

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-13

CO

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: Dear Consumer Financial Protection Agency, I write to report the predatory Student Loan repayment practices of ACS/XXXX. My Federal Stafford Loan payment is due on the XX/XX/XXXX of each month. I made a XXXX payment ( nearly XXXX dollars more than the required monthly amount ) for XX/XX/XXXX at XXXX The {$150.00} payment was then scheduled for XX/XX/XXXX ( please see attachment ). However, ACS/XXXX did not process XXXX payment amount until XX/XX/XXXX, and charged me a {$5.00} dollar monthly late fee. This has happened several times with ACS, and is not only unacceptable but unlawful. When I called and asked for a credit for this monthly fee, I was informed that, although I had paid in advance, there was nothing ACS/XXXX could do, and they further indicated I will need to make my monthly payment even more days in advance to prevent them from egregiously charging me inexplicable fees. Please help. Respectfully, XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Coral Springs, FL

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Itasca, IL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Keep getting calls about my loan
Complaint: My grandson, XXXX XXXX , XXXX in XXXX XXXX . He had a private student loan that I had cosigned for him. I have asked the loan agency to forgive this loan, but they refused. The loan agency is XXXX XXXX XXXX XXXX XXXX , which is serviced by ACS Education Services ( XXXX XXXX ). XXXX 's student loan account was XXXX , and my account is XXXX . XXXX XXXX mother is on XXXX ( $ XXXX ) and I 'm XXXX and working to supplement her XXXX .
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Arlington, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-11

Bedford, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: In XX/XX/2007 I put my student loan in deferance while going through a divorce that ended in foreclosure of my home. During that time, XXXX sold loan to ACS. At the time I owed {$1500.00} ish. With penalties and interest, my loan when to {$5400.00}. I 've been paying consistently the {$57.00} per month but I feel that the penalties and interest which almost tripled is accessive. When asked if the could reduce for a full amount pay off they said no and that I would have to reach out to the Department of Education for options. Do I have any?
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-10

Augusta, GA

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: Navient forc ed me into forbearance and then to consolidate my loans with another service provider.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-09

Miami, FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I was on an income based program and when my income changed due to being laid off at work, I filed the necessary paperwork with the lender. I received a letter stating I did not need to make another payment for one year. One month later, I received a bill and called to inquire. Customer service stated they would request an investigation and I would receive a letter in the mail. I never did and each month I would receive a bill and I would handle it the same as prior months. The third phone call, the customer service person stated he could see the two previous request for an investigation and that nothing was ever done with them.My request for a written explanation was ignored and ACS Education Services ruined my credit. They refuse to put any explanation in writing and how they can issue a letter that no payment is necessary for the next year and then send a bill is confusing. The initial bill was for XX/XX/XXXX ; which XX/XX/XXXX payment was made and on time. Once I submitted the letter from my bank and their own email confirmation of that payment, they said that was a mistake the bill was suppose to be for XX/XX/XXXX. This has been the pattern or they loose documentation that you file with them. They should provide a written explanation and admit they failed to notify me at the time of my submission of financial documents and work to resolve this issue. I spoke to a gentlemen at the US Dept. of Education who provided me with an email address to contact the department at ACS that completes the investigations. He said they should contact me within 7-10 days, that did not happen. I sent and email and although I received an automated response on XX/XX/XXXX, I have yet to receive anything else from ACS. XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-06

Haskins, OH

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: XXXX 2016 I began application process for IBR plan through my loan holder ACS. After faxing multiple forms provided to me on several occasions and emailing said forms I had fallen delinquent on my account so they suggested I put my loan into forbearance. After several month I was approved, given a reduced payment, taken out of forbearance and my accrued interest was rolled into my principal. I made the assigned payments on time each month. Each month I noted a late fee of {$120.00} about which I called on several occasions and was given a different reason each time. The most recent reason for the late fees I have been given is that my reduced payment amount ( that they assigned to me ) did not even cover the monthly interest and the late fee was accessed because I was not making a payment onto my principal. I then requested the dollar amount I would need to pay to avoid paying a late fee the following month and the operator was unable to clearly give me a dollar amount to pay in my next payment. I have had no resolution to this problem.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-05

Phoenix, AZ

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: Good morning my name is XXXX ( XXXX ) about XXXX I attended XXXX and took out loans to pay for my school. Fast forward to now I am currently being garnish by XXXX ( XXXX ) for the past 3years to pay my school loan. XXXXACS ( XXXX ) just sent a judgment to garnish my wages as well US department of Education is off-setting my taxes and they as well as these collection agency XXXX, XXXX, XXXX, U S DEPT OF ED/GSL/ATL, ACS/XXXX are on my credit report with XXXX All are claiming ownership of my loan with XXXX for close to {$13000.00}. How can XXXX collection agency collect on the same loan triple dipping ...?
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

New Bedford, MA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: My name is XXXX XXXX. I wish to make you aware of a deceiving practice that ACS, a loan servicing company, is engaged in. I am writing to you today to register a complaint with my former student loan servicing company, ACS and the PSLF program website. I am a casualty of faulty information from both ACS and unclear language on the PSLF website. According to XXXX XXXX ( XX/XX/XXXX ) " The ins and outs of PSLF can be confusing at times ... .you are one of the unfortunate borrowers who thought you were progressing toward PSLF forgiveness only to find out that you have n't been .... '' On another website, XXXX it is disheartening to learn that our government is obstructive toward the student borrower. It states, " Because so much money is at issue, the federal government has a huge incentive to make the process difficult and complicated. '' On the PSLF website it states, " Contact your servicer to apply for ... student loan forgiveness and more. '' So several years ago, I contacted my loan servicer, ACS, and inquired whether my loans were consolidated so that I could take advantage of the PSLF government loan-forgiveness program after ten years of XXXX work. My loans were in the Family Education Loan ( FFEL ) Program, and I understood that they may become eligible if I consolidated them into a Direct Consolidation Loan. I asked ACS whether my loans were consolidated and they replied that they were consolidated in XX/XX/XXXX. So I left well enough alone and continued in my XXXX job and paid my monthly loan payments in good faith since XX/XX/XXXX. I understand that XX/XX/XXXX will be the first time loan holders will be able receive loan forgiveness through the PSLF program offered by the federal government. So, I began to gather all necessary employer paperwork and I sent it to ACS in XX/XX/XXXX ( see attached ). I made a follow-up call in XX/XX/XXXX because I had not heard from ACS about the next steps for them to process the loan forgiveness. It was only then that I found out from a customer service representative at ACS that " consolidate '' meant I needed to consolidate my loans with a federal loan servicing agency and that my loan repayments for the past ten years would not qualify for the PSLF program. Instead, during that call in XX/XX/XXXX, ACS finally told me to consolidate my loans with this federal agency so that I could begin the ten-year countdown for loan forgiveness. I am outraged and deeply disappointed in the loan servicing companies that the federal government chooses to sell its loans to. I am certain there are other people out there who have been misled by signing for a " federal student loan '' only to have it serviced by an inept and profit-hungry servicing company -- which by the way, charged me 6.625 % interest and would not lower this rate even after my many inquiries, while the rest of the country enjoyed low-interest rates for the past ten years. I am appalled how our country makes a lot money on the backs of young students and even us adult learners, who need an advanced degree for employment. Each time I inquired about a lower interest rate at ACS, they told me to find a bank to consolidate the loan. Again, if I would have taken their advice and gone to a bank to consolidate the loan, I would not be able to take advantage of the PSLF program at all. What sort of sound advice was that? They were essentially directing me out of a possible loan forgiveness option. I am registering this complaint with the Consumer Financial Protection Bureau and ask that your bureau advocate on my behalf for loan forgiveness.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

Lithonia, GA

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: Yes Timely Response

2017-04-01

Billerica, MA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I have made extra monthly payments to my Federal XXXX for the past few years since XX/XX/2014 and have recently went through all of my statements and realized the extra monthly payments are not being applied to the principal balance of my loan. In turn, I am paying more in interest and my balance is not decreasing accordingly.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-01

Bohemia, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: My account was in deferment ( I have a letter from them stating this ), however they have me showing 30, 60 & 90 days late. I have called them and they say it is accurate and will not fix it. This is not accurate and needs to be fixed immediately.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-31

Brooklyn, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-31

Gaviota, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-30

Church Point, LA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: Account is reporting twice for the same account by XXXX different creditors. It is a paid account and reflecting in a negitive manner and I would like for ACS to please remove the account/negitive reporting from all XXXX credit bureaus. As I have spoke to one of ACS agents on XX/XX/2017 and was advised to send in something showing it was still reporting and they would have it removed.The documentation was also sent in the same day. Each time I write to ACS they send me back the same letter that I 've already responded to. which leads me to believe no one is reading the documents that are send in otherwise I would not get the same letter back asking the same question that was already answered. I will attach the letters that show the dates from ACS.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

Galena, OH

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: According to XXXX at the US Department of Education Ombudsman group ( contact # XXXX ) I was to have available an option for Income Based Repayment at 5 % of my income. According to my loan provider ( ACS ), only a 10 % option is provided, which is not affordable for me or my family and has forced me into a forbearance period which I had hoped to avoid. Student loan providers should understand that charging someone $ XXXX a month is NOT an affordable option.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-28

Georgetown, IN

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2017-03-28

Phoenix, AZ

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I had consolidated my student loans and ACS had my loans reporting in an incorrect status causing loans to be left out of the consolidation. Once resolved I had to re-add loans back into my consolidation. During that time ( due to ACS 's error ) my loans were reported delinquent to my credit report. This was never the case. I disputed the late reporting 's and it was denied to be removed. Again this was an error on ACS 's side. They were holding up the processing during this time and should have to correct the XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-26

Palos Park, IL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I requested a 12 month forbearance towards my loan on XX/XX/2016. I received and email on XX/XX/2016 stating that my forbearance was applied. However, ACS is has reported late payments over & XXXX 120 days which is inaccurate and causing a strain on my credit worthiness.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-25

Austin, TX

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: ACS Education Services has continuously operated negligently in processing my qualified deferral from the University XXXX XXXX at XXXX that has been submitted and resubmitted on the following days : XXXX XXXX ( fax ), XXXX XXXX ( fax ), XXXX XXXX ( email ). On XXXX XXXX a " XXXX XXXX '' provided me as there were " issues '' with the fax. On XXXX XXXX I received an email confirmation that my deferral was received and that by XXXX XXXX my deferral would be processed and subsequent delinquent credit history restored ( as a direct result of the continued and ceaseless " issues ''. XXXX XXXX no such confirmation for deferral was received. On XXXX XXXX I called again and spoke to a " XXXX '' who notified me that no such information, to any capacity, was every received and to resubmit - again. I notified " XXXX '' that I have so far as received an email confirmation by her colleague, " XXXX '', and upon speaking with her colleague stated that it has in fact been received and would be processed, now, by XXXX XXXX. I requested to receive verification from her supervisor. Upon speaking to her supervisor, " XXXX '', I was asserted that the removal of the negative credit history would be done so by the end of the day. It is now XXXX XXXX and no such action has taken place. This has taken considerable time, has negatively impacted my credit history through an undue and unnecessary time period, has caused extensive burden and borders fraud and malfeasance. I am requesting assistance from CFPB and intervention.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-24

Bismarck, ND

Cont'd attempts collect debt not owed

Debt collection: Non-federal student loan

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Newnan, GA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I obtained a consolidated student loan with ACS in XX/XX/XXXX. In the XX/XX/XXXX another consolidated all my loans again and the loan with ACS was paid in full and closed. On XX/XX/XXXX, I received an alert on credit check total that ACS had flagged my credit report with negative information. ACS decided to report my CLOSED and PAID account as CURRENTLY 120 days past due. The account has been CLOSED and PAID since XX/XX/XXXX. As you can see from the attached evidence ACS is reporting that the CURRENT status of this account is 120 days past due which is defamation and false reporting under the FDCPA. My score decreased because of this misrepresentation. I do n't currently have an account with ASC so why are they reporting a PAId and closed account as 120 days past due in XX/XX/XXXX? Please correct this misrepresention of my account IMMEDIATELY.
Company Response: Closed with explanation

Disputed: Yes Timely Response