ACS Education Services
Consumer Complaints
There are over 1220 complaints on file for ACS Education Services. Dated between 2019-12-03 and 2012-04-23.
Complaints Page 20
2017-02-03
OK
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: ACS violated the following : ( 1 ) unfair and deceptive practices related to payment allocation. 12 U.S.C. 5531, 5536 ; unlawful practices related to payment aggregation in violation of Section 623 of the Fair Credit Reporting Act 15 U.S.C. 1681s-2 ( a ) ( 2 ) I took out XXXX individual loans. ACS aggregated the balances and rates into XXXX " packets '' exactly like a loan consolidation, without consent.
XX/XX/XXXX : {$5100.00} 9.97 % Variable XX/XX/XXXX : {$5100.00} 9.25 % Variable XX/XX/XXXX : {$5100.00} 10.02 % Variable XX/XX/XXXX : {$5100.00} 10.03 % Variable XX/XX/XXXX : {$5100.00} 9.43 % Variable XX/XX/XXXX : {$6300.00} 12.06 % Variable THE NEW LOANS THEY CONSOLIDATED Before payments began, ACS shows the loans set up as follows XX/XX/XXXX : {$5100.00} 9.97 % Variable XX/XX/XXXX : {$15000.00} 9.25 % Variable XX/XX/XXXX : {$11000.00} 9.43 % Mixed The following are my allegations.
1. ACS created a packet where only XXXX loans were shown to the consumer. The bill shows XXXX loans, online shows XXXX loans, and customer representatives only see XXXX loans. The same for balances and interest rates. It is a consolidation.
2. Rather than combining for billing, the rates and balances were mixed and a new repayment method was introduced. Rather than paying {$50.00} each month towards the loans, around {$40.00} per loan per packet was applied. This drastically increased the amount of interest the company would receive on the loan. Again, without consent. Around {$8000.00} was stolen using this scheme. Another {$3000.00} for 10 years of interest is due.
3. ACS denied me the opportunity to make payments individually towards the loans. They denied the opportunity to see balances for the loans individually. They denied requests to allow payments to go through individually and applied them how they wished. They applied extra payments to the next month, applied payments late, and held payments up to 20 days before processing making my loan late.
4. ACS sent partial promissory notes with page numbers redacted in black to hide the number of pages in the document. They also sent XXXX of XXXX promissory notes to hide the fact that I had XXXX loans. They lied and told me " you have been given all of the promissory notes '' referring to the XXXX they sent. Then when I found out I really had XXXX loans and could prove it they sent me all XXXX and it was time stamped from when I originally asked for them. They just withheld this and lied about it.
5. ACS misrepresented my loans, rates, balance histories, and gave factually incorrect financial information in order to keep me from knowing the truth of my loan. They additionally sent fraudulent payment histories that show balances accumulated before the loan had even been taken out.
6. ACS billing only included information on the XXXX packets. I can not see the individual loans, nor are they online. I had no knowledge of my interest rates for my individual loans either. There was no way for me to know any details for loans XXXX.
7. I requested ACS correct my credit reporting information that only shows XXXX loans when I had proof of XXXX loans. They refused. I sent the request to the credit agencies. ACS still refused to change or show that I had disputed the false information.
8. I had decided to change companies by refinancing my loan in XX/XX/XXXX and requested payoff information and lender information as the information online was incorrect. They refused and did not respond. Certified letters were received. I then tried again in XX/XX/XXXX and the company needed the payoff, statements, credit information, balance history, etc. They all needed to show the XXXX loans I had. They delayed information, sent incorrect statements, made my loan go into late status, and refused to show my credit report correctly. Interest rate then jumped greatly. I still can not refinance.
The rest of my complaint is in updated complain
Company Response: Closed with explanation
2017-02-01
Philadelphia, PA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: I have been out of school since XXXX XXXX and I have been paying my student loans since. My original loan amount was {$31000.00}. Even though I make my payments on time every month and I send them additional money specifically asking them to apply it to the principal my balance has only gone down to {$29000.00}. There is no way that this should be the case. When I asked them how this is possible and why they were n't applying my extra payments to the principal ( they are putting it toward interest ) like I asked they stated that the account accumulates interest daily. So no matter what I ask them to do, it 's always going to go to interest. How is the loan ever going to get paid off if that is the case? Furthermore, no one ever explained that to me because I would n't have agreed to that. On XXXX/XXXX/XXXX for instance, I sent them a check for {$500.00} which was for principal only and they applied {$150.00} of it to interest. The customer service reps are n't helpful at all. In over 10yrs I 've barely made a dent in this loan and something is wrong with that.
Company Response: Closed with explanation
2017-01-30
Tahlequah, OK
Can't repay my loan
Student loan: Federal student loan servicing
Can't decrease my monthly payments
Company Response: Closed with explanation
2017-01-29
Southaven, MS
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Complaint: As the result of frequent selling of the loans and changes in loan servicers, several of my student loans have unresolved inaccuracies on my credit reports. Please do not forward this to the Department of Education Ombudsman as they were not helpful on a previous complaint on this matter. Here are the details : 1. My XXXX account XXXX continues to inaccurately show as paid 60-days late without the requisite 30-days late payment notation the prior month ( see attached copies of credit report ).
2. My ACS/XXXX accounts XXXX XXXX, XXXX XXXX and XXXX XXXX continue to inaccurately show as paid 60-days late without the requisite 30-days past due notation the prior month. Also, data is missing for XXXX of the XXXX reporting months on the XXXX accounts casting serious doubt on the accuracy of the data ( see attached copies of credit report ).
3. My XXXX accounts XXXX, XXXX and XXXX continue to inaccurately show as paid 90-days late without the requisite XXXX and 60-days past due notations the prior months. Also, data is missing for XXXX of the XXXX reporting months on the XXXX accounts casting serious doubt on the accuracy of the data ( see attached copies of credit report ).
4. Finally, no data in many reporting months is negatively affecting my ratio of number of late payments to number of on-time payments.
Company Response: Closed with explanation
2017-01-27
MD
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Complaint: I have a federal student loan with a company called ACS. I have tried multiple times to set up an income based repayment plan with them as I have with other loan companies. ACS consitantely claims they never received my application via fax nor my documentations. I sent the documentation ( 3 ) times. I never heard anything back from them. Every time I called they claimed they never received my documents. I received a letter in the mail that stated if I did not send them {$30000.00} by XX/XX/2017 my loan would go into default.This was after I tried multiple times to set up various types of payment plans with them. They stated I was not eligible for any type of deferments or forbearance 's until I bring my account up to date by paying them {$5000.00}. I have never been behind in my loan payments until ACS became my loan service. I am desperately trying to avoid the loan I have with them from going into default however they are not willing to work with me at all.
Company Response: Closed with explanation
2017-01-26
Portland, OR
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Complaint: I am filing a complaint against ACS Education Services for 3 reasons.
1. My personal information was changed to another client 's information. This was unauthorized and if I had not been vigilant my personal information would have been sent to this individual. I also placed a phone call to this individual to let them know what had happened. The company failed to safe guard my confidential information and this other individual 's information. The company has offered no reparations for this error.
2. I moved XXXX times within the month of XXXX and my mail from ACS was delayed due to these moves. I was unaware that my loans had become due as I thought I was still in my grace period ( as I am for all my other federal student loans ). Upon receipt of the information I immediately paid the amount due. ACS placed a derogatory mark on my credit report. I saved the envelops of when I received the information and the company maintains that it was not fault of theirs and they can not assist me further with my the derogatory mark, and their is nothing to be done to adjust for the error. I asked to speak with someone in the credit reporting department and they replied that the department does not make take incoming calls or make outgoing calls after I asked to have someone from that department call me.
3. I live on the XXXX. When I made payment for the account it was on XXXX XXXX around XXXX PST. The payment did not post until XXXX XXXX due to the company 's process and the company reflects that I made payment on XXXX XXXX, instead of XXXX XXXX, the actual day I posted the payment.
Overall, ACS has failed to safe guard personal private information of their clients and they refuse to assist customers, and have caused extremely damaging information to my credit report ( dropped by XXXX points ).
Company Response: Closed with explanation
2017-01-26
Bedford, TX
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Complaint: I graduated in XX/XX/XXXX with XXXX degree. Began paying on loans 6 months later when into repayment status. Entered school again in XX/XX/XXXX or XX/XX/XXXX..XXXX loans into deferment. Obtain more loans for XXXX school. Graduated in XX/XX/XXXX. Started repaying loans in XX/XX/XXXX. Have been in repayment status since then. Now it is XX/XX/XXXX. All of my loans still have basically the same principal balance if not more than started. I noticed this when my loans were sold from ACS education to XXXX. The loans were also listed in forbearance status and were not listed as repayment status until XX/XX/XXXX - which is incorrect! I have paid the whole time and never requested forbearance. I contacted ombudsman. Initial person could not get a response from ACS. My account was transferred to another person and they quickly closed the case and said the info on studentaid.gov was incorrect. I think my payments were incorrectly applied to my loan accounts. How can I have paid for over 10 years on a XXXX loan and now owe over XXXX?? Someone please please help me!
AND my name is spelled incorrectly on the studentaid.gov. I 'm not even sure these are my correct loans or what has happened. All I know is after paying on loans for 12 years the principle should be lower then the dispersed amount.
Company Response: Closed with explanation
2017-01-25
Union City, CA
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Don't agree with fees charged
Company Response: Closed with explanation
2017-01-25
Bethlehem, PA
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Company Response: Closed with explanation
2017-01-25
W Des Moines, IA
Can't repay my loan
Student loan: Federal student loan servicing
Can't get flexible payment options
Company Response: Closed with explanation
2017-01-24
Odell, OR
Dealing with my lender or servicer
Student loan: Non-federal student loan
Need information about my balance/terms
Complaint: I obtained XXXX separate private education loans from XXXX XXXX XX/XX/XXXX ( {$18000.00} ) ; XX/XX/XXXX ( {$20000.00} ) ; and XX/XX/XXXX ( {$11000.00} ). The Promissory Note for each loan indicates that the variable interest rate is calculated as the 3 Month LIBOR, plus a margin ranging from 1.70 % to 4.30 %, as " identified in my Disclosure Statement, '' adjusted quarterly. The Disclosure Statement is a separate document from the Promissory Notes, which do not state the amount of the margin applicable to my loans.
My loans have been transferred to and are currently serviced by ACS Education Services.
Despite multiple attempts, ACS is unwilling or unable to provide copies of the Disclosure Statements with respect to my loans and has indicated that they do not have copies of the original Disclosure Statements in their loan files. Written requests were made on XX/XX/XXXX, and again on XX/XX/XXXX. Multiple phone calls have also occurred in which ACS indicated it will request copies of the original Disclosure Statements from XXXX XXXX and forward them to me. Instead, ACS continuously resends copies of the Promissory Notes.
Nonetheless, ACS is applying a 3.75 % margin rate to each of my loans without any documentation to support that this is the correct margin rate.
Company Response: Closed with explanation
2017-01-24
Statesboro, GA
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Complaint: When I graduated from XXXX school XX/XX/XXXX I consolidated Stafford and XXXX XXXX loans into a Federal Direct Consolidation Loan and, thus, became locked into an 8.25 % interest rate. The consolidated Federal Direct Loan I took out was {$60.00}.
After XX/XX/XXXX Interest rates on student loans dropped as low as 1.5 % but I could not refinance ( re-consolidate ) my loan to obtain a lower interest rate because federal law prohibits the re-consolidation of a previously consolidated loan unless, of course, a private bank is willing to refinance the loan without collateral or the government 's guarantee. However, after outcry from private banks who wanted the lucrative risk free profits to be had, if they could just re-consolidate direct loans into guaranteed loans, there was a brief period where private banks were allowed to re-consolidate previously consolidated federal direct loans into guaranteed student loans if they could show that the borrower would benefit.
So XX/XX/XXXX I re-consolidated my consolidated federal direct student loan into a FFEL loan with a private lender, and of two options I was offered that would lower my interest rate if I complied with certain conditions, I chose the one where I would get a permanent 1 % reduction if I made 36 on time payments or all of my payments on time for the next three years.
My loan changed hands a few times before being transferred to XXXX as the loan servicer where it has remained for years now. I think the loan is now owned by XXXX.
But XXXX has unconsolidated my loan and turned it into XXXX loans, a Federal Subsidized Loan and a Federal Un-Subsidized Loan. And now, they even send me XXXX bills. They send me a statement for my subsidized portion of my consolidated loan, which they have now unconsolidated into a separate loan.. And they send me another statement for the un-subsidized portion of the loan, which they have now unconsolidated into a separate loan. XXXX now sends me XXXX statements for my consolidated FFEL loan, a loan that was made as a re-consolidation a previously consolidated Federal Direct Consolidation Loan.But I only have XXXX loan!!!
I went through various difficulties during the recession that followed my re-consolidation but I nonetheless never made a late payment and eventually met the condition to obtain the reduced interest rate. And XXXX did reduce the interest rate on XXXX of my " loans '' but not on the other XXXX. They only reduced the interest rate on my " subsidized loan. '' But, again, I only have XXXX loan!!!
This is how XXXX came to the twisted conclusion that I had only met the 36 on time payments on half of my consolidated loan : Eventually I entered into the IBR plan, and I tried to make some payments even though my payment due under the income based re-payment plan was {$0.00}. I thought they would apply these payments to the principle but they refused to do so. They insisted these payments could only be applied to future interest. Yes, that 's right, future interest. And they only applied the payments to the future interest on my " subsidized loan. '' So payments made on my " subsidized loan '' got ahead of the payments made on my " un-subsidized loan. '' That is how they credited me with having only met the conditions to obtain the promised 1 % reduction on XXXX of my " loans. '' But wait a minute, I only have XXXX loan!!! I only have XXXX loan, and they only gave me the reduction on XXXX of that loan. That is what they did. They cheated me out of the promised rate reduction on my loan. And it is very upsetting that I ca n't re-consolidate at today 's lower interest rates because I already consolidated XX/XX/XXXX, yet my loan is now unconsolidated and I am denied the benefits of consolidation.
XXXX also encouraged me to stay in deferment for years instead of entering IBR even though I told them I was going to go into IBR.. I now think I should have gone into IBR right away and they knew this.
Company Response: Closed with explanation
2017-01-23
CO
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: ACS Education Services manages one of my student loans. The loan originated with a balance of {$11000.00}. Per the ACS website, my payments began on XX/XX/XXXX. Over the course of the past 57 payments their website shows that they have applied {$5000.00} to principal. This would leave me with a balance of {$6000.00}. However, they show that my current balance is {$9000.00}. I have two complaints against ACS. The first being that they are using fraudulent accounting practices resulting in a substantially higher account balance than it should be. Secondly, I substantially increased the size of my payments for 10 months with the instruction that the additional amount should be applied to principal. Instead of applying the additional money to the principal they have applied it to future payments. They are now showing I am paid up through XX/XX/XXXX. My attempts to get them to correct this misapplication of the payment has been unsuccessful. They told me that I need to call them the day the payment is received. If I 'm too early they wo n't be able to see the payment and ca n't help me. If I 'm too late and the payment is already posted then it will be applied to future payments and they wo n't correct it. Can you please help me resolve this so that I can pay off my student loan debt?
Company Response: Closed with explanation
2017-01-22
Birmingham, AL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: Dear ACS Education Services, This letter is a formal complaint that you are reporting inaccurate credit information. The account is closed and paid in full. It has been over 7 years since the account was open. Therefore, I am asking for you to remove this item immediately.
XX/XX/XXXX, it was reported that I was 60 days late on my ACS account. This was reported to all XXXX credit bureaus.
With proof I am attaching documentation that I enrolled in school at XXXX ( XXXX ) XX/XX/XXXX -XX/XX/XXXX and my account should have been in -school deferment. When you are enrolled in school at least half-time you are able to request an in-school deferment. However, I did have to drop with my international travels. Furthermore, I did n't receive any written communications about this matter because I was out of country from XX/XX/XXXX to XX/XX/XXXX for work. Upon returning to the country I spoke with several customer service representatives who stated that they would remove the late payments since my account should have been in forbearance ( Please see page XXXX ) from XX/XX/XXXX and XX/XX/XXXX. In addition, I was enrolled in XXXX University during this time.
Therefore my account was in forbearance and payments were not due at this time. However, I have called ACS Education Services and emailed numerous times to get this matter resolved. I was assured that it was resolved until I received a copy of my credit report. Unfortunately, this matter has not been resolved. I am sure you will agree it needs to be removed ASAP. The following information therefore needs to be verified and deleted from the report as soon as possible : ACS Education Services XXXX ...
Sincerely,
Company Response: Closed with explanation
2017-01-22
Pflugerville, TX
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Complaint: ACS was the servicer of my old loan and XXXX took over the loan in 2014 and the balance was paid to XXXX . I filed a dispute with ACS because of incorrect payment history on my credit report. The dispute was finished and the some of the payment history was deleted but then then the loan turned into a collection with a XXXX balance, which is highly incorrect and illegal. The original loan balance was no more than XXXX so I know the balance is incorrect. ACS just put a random balance on my credit report. I need proof of this amount and I need ACS to send the paper info with all included loan balances and payments to me. This is highly against FCRA law and I 've file multiple disputes with them and the credit bureaus. I need ALL NEGATIVE payment info submitted by ACS to deleted ASAP.
Company Response: Closed with explanation
2017-01-21
Silver Spring, MD
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Complaint: Hello, I am XXXX veterans XXXX to service and unable to work. I have been unable to get information from ACS education about loan cancellation. Please help get an address and number for cancellation of the debt. They have refused to provide this information.
Company Response: Closed with explanation
2017-01-21
IN
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Complaint: I have a student loan through ACS, and 15 years after graduating - I owe MORE on my student loan than I borrowed. This is due to outrageous percentage rates that will keep me paying until I 'm in the grave. This is loan sharking and needs to be dealt with. I 'm not even treading water with them, I 'm drowning.
Company Response: Closed with explanation
2017-01-20
Warren, RI
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Don't agree with fees charged
Company Response: Closed with explanation
2017-01-20
Brooklyn, NY
Can't repay my loan
Student loan: Federal student loan servicing
Can't decrease my monthly payments
Complaint: I saw an ad online from XXXX for helping consolidate loans. I contacted them, gave them my information about my loans and they put me in contact with XXXX to process my payments to them.
I used XXXX to help apply for a lower monthly payment plan. They processed my paperwork and moved my loan servicing to XXXX. They failed to migrate my Perkins loan to XXXX, so now I have to pay a separate business for this other loan. I was completely unaware that my Perkins loan was n't included in my new payment plan until AFTER I was notified that a bill was past due.
Before attempting to refinance my loans, I paid all of my federal loans with one monthly payment of {$160.00}. Now, I have to pay $ XXXX monthly to XXXX in addition to {$230.00} a month to separately pay for my Perkins loan.
All of this is not including monthly payments I have to make for private loans.
Company Response: Closed with explanation
2017-01-20
Berkeley, NJ
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Company Response: Closed with explanation
2017-01-19
Hamilton, NJ
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Company Response: Closed with explanation
2017-01-19
Patterson, MD
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: I have been paying my student loans regularly and recently decided to go back to graduate school for a XXXX. I did not request or take out an additional loan for the XXXX program. I recently received a letter from the loan company that my loans were being deferred but if I " did not want this entitlement, I may request that this deferment period be removed. '' Deferment means additional accrued interest while in non-payment status. I never requested a deferment, never authorized a deferment, and never wanted to defer my loans. Not sure how the company could just automatically do that without my knowledge, consent or permission.
Company Response: Closed with explanation
2017-01-13
Spring Hill, FL
Communication tactics
Debt collection: Non-federal student loan
Called after sent written cease of comm
Complaint: Sent do not contact letter based on templates provided by CFPB in XXXX 2016. Received further written attempts to collect debt as of XXXX/XXXX/2016.
Company Response: Closed with explanation
2017-01-13
San Jose, CA
Cont'd attempts collect debt not owed
Debt collection: Federal student loan
Debt was paid
Complaint: My ACSXXXX loan is being reported as charge off on my credit reports.
This account has been paid since 2013.
Company Response: Closed with explanation
2017-01-12
Epworth Heights, OH
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Company Response: Closed with explanation