ACS Education Services

2017-03-23

Sandy, UT

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

2017-03-23

Glendale, CO

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: Yes Timely Response

2017-03-22

Itasca, IL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: During my last recertification of IBR, ACS reported my gross income as {$XXXX} using my paystubs. They said they based it on a 12-month work period. The only problem with this is that I am a XXXX and XXXX only work from XX/XX/XXXX to XX/XX/XXXX in our XXXX. My income should have been based on around XXXX instructional days. Also, XXXX do not earn on XXXX break, XXXX break, XXXX break and holidays in between, including training days for XXXX. As a XXXX, sometimes I get to work as a XXXX. I may earn the first year XXXX rate working as a XXXX, but nowhere near XXXX as ACS claims I earned. My concern with this unearned amount reported by ACS is that it may influence the standard repayment plan to a higher amount. ACS claims that they ca n't go back now because it is too late. I requested them to put the amount back into the loan, but they wo n't do it. This amount is now past due even though I am under IBR and recertified with them. While I tried recertifying, I had paid a previous standard repayment due to my late recertification. ACS denied my IBR forms claiming I did not select the correct check mark. I feel ACS failed to help me 3 times within 45 days to help me correct the issue by delaying the acceptance in order for my account to get hit with another standard repayment plan due to lateness and collect a little more from me. I want the Bureau to investigate this further to find the discrepancies that appear in my account.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-22

Lewisville, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I have XXXX loans that are serviced through ACS. My loans were delinquent and I applied for forbearance in XX/XX/XXXX. At the time I spoke to the rep he let me know that I had forbearance time and he would submit my application and it should be a seven day turnaround. I received a letter from ACS stating my forbarance was denied due to I had " exhausted the maximum amount allotted by my lender '' XX/XX/2017- I called ACS and spoke with a rep named XXXX ( ID XXXX ) who told me that I had no time. I informed him that I did have time for forbearance and could he please review my account info to tell me when my forbearace was used to confirm ; He then stated he did see I had time available and he would be submitting a new request for reason for denial. I waited called XX/XX/2017 I spoke with a rep and told them my issue The rep reviewed the account and stated that they saw I had XXXX months of forbearance time and that they would submit a request for my file to be evaluated for reason for denial. I then received a letter dated XX/XX/2017 stating that I had exhausted the maximum amounts allotted to me by my lender. I called XX/XX/2017 and spoke with a representative named XXXX ( no id recorded ) I told her my issues and she said I indeed did have XXXX months of forbearance time available we got disconnected and I called back and spoke with a rep named XXXX ( ID XXXX ) who I told my situation to and also asked to speak with a supervisor He transferred me to Supervisor XXXX XXXX ( id XXXX ) She said she had difficulty hearing me and I said I would call back. I later that day called and spoke with XXXX CSR ( ID XXXX ) who I explained my situation and that I had XXXX months of forbearnace time she asked me who informed me I had that available and I told her previous reps I then asked to be transferred to a supervisor and she transferred me to Supervisor XXXX ( ID XXXX ). XXXX told me that she saw where I had XXXX months available of forbearance time but she had to request to see what had been used. She gave me her direct number at that time. XX/XX/2017 I called back to speak with XXXX who stated she was waiting on history from the previous lender to confirm the forbearance time I had available. XX/XX/2017 I called and left a message with XXXX to call me back because she was unavailable. XX/XX/2017 I called and spoke with XXXX ( ID XXXX ) She stated the information was not received from the previous lender as of yet. My due date was this day so I paid online I have a confirmation printed I paid online as of this date however it scheduled the payment to come out the next day which would result in me being 90 days late. I spoke with XXXX that day as well after I called again and she stated that how much forbearance time I had used from the previous lender was not available so she sent a request to the ACS processing department to get the information from the previous lender. XX/XX/2017-I called XXXX to follow up and she told me there was no response yet from her processing department. I also asked her was my loan going to be transferred to which she responded no I do not see where it is scheduled to transfer. XX/XX/2017 I called ACS because I was reported 90 days late despite paying on my due date. When I called the system and entered my information it said ACS no longer handled the loans. I spoke with representative XXXX ( XXXX ) who told me they had been transferred. I told her XXXX told me on the XX/XX/2017 there was no transfer scheduled and I received no correspondence indicating they would be transferred. I asked if they sent any she stated one was sent on XX/XX/2017 I never received this and it should have been seen by XXXX XX/XX/XXXX. I then let her know I would be filing a complaint. She gave me the number to contact navient but since then I have received a bill from ACS. ACS damaged my credit and did n't notify of transfer or resolved forbearance
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-22

TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: ACS has stated that I have used all of my forbearance and I have not I asked them to provide with documentation and they have not. In the mean time they are charging me late fees and saying that my account is past due.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-22

Bakersfield, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2017-03-21

Magnolia, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: My original loan was around XXXX I made XXXX repayments in the amount {$5000.00} and XXXX prepayments of {$2500.00} totaling {$20000.00}. I did not make any monthly payment during the prepaid period. I made these payments XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXX XXXX, XXXX and XXXX XXXX, XXXX. Prior to making these payments, I was paying my monthly payment of {$230.00}. Now, ACS Education who is my loan service say my payoff amount is XXXX because of the interest that accrued during prepayment months.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-20

CA

Can't repay my loan

Student loan: Federal student loan servicing

Can't get flexible payment options
Complaint: For eight years - XX/XX/XXXX to XX/XX/XXXX - after receiving my XXXX ( in XX/XX/XXXX ) I consistently paid on my student loan, only to see my loan balance continually INCREASE - from the original debt of {$37000.00}, to {$45000.00}, to over {$50000.00}, then to {$62000.00}, then to {$70000.00}, and now ACS is apparently selling my information to other soliciting companies in the student loan collection/reduction/consolidation business ( e.g., XXXX ) claiming that the figure is over {$79000.00}. My loan started with Direct Loans ( William D. Ford Federal Direct Loan Program ). Around XX/XX/XXXX, my loan was apparently handed over to a company called XXXX ; correctly or otherwise, I began making payments to XXXX. In XX/XX/XXXX, I received notification ( from somebody called XXXX ) that my student loans were being consolidated, via an outfit called XXXX ( XXXX ) Then, beginning in the fall of XX/XX/XXXX, I began receiving correspondence - and payment coupon books - from a company called ACS. I began making payments to ACS, and continued to do so, even after my partner lost his tech job ( after 12-1/2 years ) at Christmas XX/XX/XXXX, and even after we relocated for less expensive housing, and a lower cost of living. Making less money, and less consistently, the growing payments became a struggle. By XX/XX/XXXX, my outstanding loan amount had somehow ballooned to over {$55000.00}. By XX/XX/XXXX, XXXX - not ACS - was threatening wage garnishment on a loan amount they claimed was now over {$62000.00}, through a company called XXXX. I filed for an income-based repayment program ( IBR ) that was apparently processed without issue ( although I 'm uncertain by whom ; the payments I had been making to ACS since XX/XX/XXXX had apparently not been forwarded to either XXXX, or to XXXX ). From that point, in late XX/XX/XXXX, I began to get simultaneous billing from ACS, as well as from a company called XXXX ( as well as from debt-collection companies such as XXXX, and XXXX ). I filed a Forbearance Request in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, via XXXX., which went smoothly enough ( in fact, with the renewal in the spring of XX/XX/XXXX, I was told by the XXXX. rep assisting me over the phone, that - given both the age of the loan, the enormous accrual over time, and the escalating financial burden - that the loan itself would eventually be written off. No, I did n't believe her. ) After XXXX in XX/XX/XXXX, my partner finally went back to work - after nearly 5 years, part time, at first - in XX/XX/XXXX. But the outstanding, mounting debt, loss of income, and medical expenses finally got us an eviction ; in XX/XX/XXXX, we moved in with a friend, as roommates. I tried to file a renewal of the forbearance in XX/XX/XXXX but was now brusquely told that I no longer qualified ; the reason given was the Supreme Court decision in XX/XX/XXXX, that now defined our legal relationship on a Federal level as a married couple ; and that, as a married couple filing jointly ( for XX/XX/XXXX ) I would no longer qualify for a forbearance, income-based payment reduction, balance reduction, or other repayment assistance programs. My response was that I could not afford an additional expense of {$980.00} per month. From that point forward, ACS has become especially aggressive, sometimes calling as many as 6 times a day ( this is in addition to calls from XXXX ). I realize that I 'm not alone, but it 's no exaggeration to say that this situation has ruined our lives. I 'd have no issue paying the original borrowed loan amount - {$37000.00} - at the original 5.125 % rate, and at the {$220.00} per month installment amount, but despite years of payments, the outstanding amount has tripled since graduation.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-16

Monroe, NC

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2017-03-15

Long Beach, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: Hello, I repaid the full balance of my consolidated federal student loan to Acs/XXXX XX/XX/2016. I have my original loan note, proof of payoff, congratulatory letter of repayment and proof of interest schedule showing I paid off my loan completely. However after many calls to ACS has not updated showing the loan as paid in full. Actually there are erroneous notes applied to my credit report saying that ACS filed with the federal government to have the insured amount of the loan repaid by the federal government to ACS. However I paid my loan in full. I believe it is fraudulent of acs/and XXXX to try and collect money from the federal government when I paid off the full balance ACS reported my loan as Negative/closed. However they need to change their notes to Paid in full /and closed on my credit report. The information on all credit reporting agencies have remained incorrect for over 12 months. My credit continues to suffer because they have not reported the paid in full status properly on my credit reports. Although I had been late on my loan prior, due to the lender not working with me on a payment structure, and divorce, I refinanced my home to pay off the full debt I owed ACS/XXXX including all interest owed.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-14

East Union, WA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-14

Fisher Island, FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2017-03-14

Shishmaref, AK

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I am a XXXX who has Perkins loans through ACS ( Account Campus Products and Services ). I have been eligible for and received a 20 % XXXX Cancellation of my Perkins Loans for the past two years. Most recently, I submitted my paperwork to receive 20 % Cancellation of my loan for the XX/XX/XXXX-XX/XX/XXXX school year. On XX/XX/XXXX, I received a letter saying that the dates of hire on my paperwork did not match ; therefore, my request could not be processed. After multiple attempts trying to contact the person whose name appeared on the letter ( XXXX, Customer Care Senior Assistant ) plus their main contact number ( XXXX ), For months now, I have been unable to contact them regarding this issue. I have called in the morning, afternoon, and late afternoon. I have called on different days of the week. Each and every time, I am put on hold for 30+ minutes and have never once successfully connected to a customer service representative. In addition, I am unable to access their website at www.acs-education.com. I always get a message saying that the page is not working or the server did not respond. As a result, I have absolutely no way to get in touch with anyone about repayment of my Perkins loan. At this point, due to this delay, I now have a bill coming due XX/XX/XXXX. Rather than delay further, I have decided to simply resubmit the paperwork. On their paperwork, it asks for a XXXX-digit account number. I have XXXX different account numbers from ACS : one that is XXXX digits, one that is XXXX digits, and another that is XXXX digits. I would like to clarify and determine which one to use. Yet again, their website is not working where I live in XXXX, and now when I call, I am receiving a message saying that " Due to circumstances beyond our control, we are unable to take your call. '' I have tried various other phone numbers and no one seems able to put me in contact with these people.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-10

Brookside, NJ

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-09

Omaha, NE

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Complaint: I have had a student loan with ACS for years and I have always applied for a deferment or forbearance every year. I applied for one in XX/XX/XXXX because I am unemployed and receive government assistance I recently found out that the deferment/forbearance was not completed by ACS and that my loan has been in default since XX/XX/XXXX. I have called ACS several times for approximately 4 to 5 months trying to get help with this matter first I could n't verify what address they have on file and was told that they could not help me if I could n't verify it. I finally spoke to someone who told me that the last deferment was in XX/XX/XXXX I told her that was not correct that I called in XX/XX/XXXX to verify that they had got the paperwork was told that it was being processed. Evidently it was never processed. I was told to contact XXXX I have contacted them and was told by them that they have nothing to do with my loan being deferred that they get it once it is in default. ACS sent my student loan in saying that it was in default when it should not have been in default but in deferment/forbearance all of my loans thru XXXX have been and are currently in forbearance except for the one being serviced by ACS and I have completed a complaint via email several times and has also asked for a supervisor to contact me I submitted another complaint and request for management to contact me again today
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-09

New Rochelle, NY

False statements or representation

Debt collection: Federal student loan

Attempted to collect wrong amount
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-08

Virginia Bch, VA

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2017-03-08

Emeryville, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-08

Patterson, MD

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I was shocked when I reviewed my credit report and found several late payments on my student loans with the dates below : 120 days past due as of XX/XX/2014 90 days past due as of XX/XX/2014 60 days past due as of XX/XX/2014 I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that this was supposed to be in deferment and it did not get processed correctly or the payments I sent in were not registered.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-08

Detroit, MI

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: I received a private student loan from XXXX in XX/XX/XXXX. In XX/XX/XXXX XXXX stop servicing student loans and transferred my loan to XXXX. However, in XX/XX/XXXX I was also contacted by ACS saying I owed them for a student loan that I opened with XXXX. I only opened XXXX loan with XXXX but both XXXX and ACS has my student loan. I talked to XXXX who informed me that my loan was transferred to XXXX whom I have been paying every month. However, ACS has defaulted my student loan in their possession and threatened to garnish my wages. XXXX has no knowledge of ACS or why they have my information.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-07

San Tan Valley, AZ

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

2017-03-02

Savannah, GA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2017-03-02

CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: I have XXXX XXXX student loans being serviced by ACS Education totaling approx. {$55000.00}. ( ACS also services a XXXX XXXX Loan of approx. {$75000.00}. ) The loans have been in repayment since 2004. I made repeated requests for ACS ( servicer ) and XXXX ( lender ) to provide an amortized payment schedule for each loan. This documentation is required by the underwriter of my mortgage lender for qualification purposes of an XXXX loan, pursuant to federal regulations in the US Dept. Housing and Urban Development. ( XXXX ) Both ACS and XXXX refused to provide such documentation. Only when pressed and asked directly, ACS offered to orally state the payment schedule of a single private loan, which is on a graduated payment plan. The ACS representative stated the payment amounts, length of term for specific payments, and dates due for each payment, but denied to produce any written confirmation of the information. Both ACS and XXXX indicated this is not a company policy to provide such documentation, and are not required to provide such information. ACS offered to provide the initial Loan Disclosures, which is insufficient documentation for mortgage underwriting, as the disclosures do not provide a full amortization schedule. Not only is refusal to provide an amortization payment schedule a deceptive lending practice and inconsistent with federal policies established at HUD, ACS ' lack of transparency does not afford consumers with the opportunity to understand their ongoing and future obligations under the loan ( s ).
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-28

Heights, TX

Can't repay my loan

Student loan: Federal student loan servicing

Can't temporarily postpone payments
Company Response: Closed with explanation

Disputed: No Timely Response

2017-02-28

Madison, WI

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: I received a loan from a local credit union to pay off my student loans serviced through ACS. The Credit Union sent in the payoff money. The money was applied only to one of my 5 accounts, leaving payments due for XX/XX/2017. In the middle of XX/XX/2017, I called ACS and was told there was a huge surplus on one of my accounts, and that this surplus could be applied to the remaining 4 accounts. I checked and this did n't happen. I called ACS back and was told they could not apply the overpayment to my other accounts, forcing me to go into a forbearance request. They said it would take 30-60 days to receive my overpayment back, at which time I 'd have to make the payment to ACS myself. I am going to be very upset if I am charged any fees or dinged on my credit. How can ACS hold my money interest free and lie to me on the phone?
Company Response: Closed with explanation

Disputed: No Timely Response