ACS Education Services

2017-01-12

Houston, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I have been paying on my loan of {$48000.00} since XX/XX/XXXX. its its XX/XX/XXXX and the balance is still {$47000.00}. When I call The company for the total interest I owe on the loan they say they cant give it to me. My interest rate is only 3.375 % the lowest but on some payment my whole payment went to the interest and not the principle. I have paid a total of like {$17000.00} according to my calculations and {$13000.00} in interest alone. The company says I have only paid a total of {$15000.00}. I disagree but this is what they say
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-11

Chicago, IL

Cont'd attempts collect debt not owed

Debt collection: Credit card

Debt resulted from identity theft
Complaint: I sent a letter to ACS letting them know I had been a victim of identity theft years before the accounts had even showed on my credit report and I provided my supporting documents and police reports made about the identity theft and ACS refuses to delete the fraudulent accounts from my credit report stating in a letter its verified ACS provided no physical evidence to why they wo n't remove it, according to the FDCPA and FCRA they have violated the law and I am well within my legal parameters to file a civil suit along with defamation of character against them. If they do not delete these accounts that are not mine that resulted from identity theft I will exercise my legal rights and file a civil suit.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-11

Glendale, CO

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I have XXXX issues. First is I had a debt paid off with ACS over a year ago, last month I got a letter from them stating that they overcharged me XXXX dollars XX/XX/2013 and are now refunding the money. In addition the letter they sent which I will attach, is incomprehensible and makes no sense at all stating some people received more or less money than I did so they are refunding my money. The second issue is that account has been closed for over a year and last week I got an email from the company with an access code to access the account, which I did not sign into or try to access, I then logged in myself and it says that the account had just been accessed so it appears they have been hacked, my wife then had a similar email and her loan was paid off a year or two before mine.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-10

Key Biscayne, FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I have an XXXX Consolidation Loan being serviced by ACS Education. I filed a complaint back in XXXX and they reduced my outstanding balance by approximately {$1500.00} as they saw XXXX of the discrepancies I complained about. They also lowered my monthly level payment by {$75.00} dollars. HOWEVER, now they have INCREASED the amount of accrued interest from month to month, so that XXXX of my payment goes to principal, which was part of my original complaint! They sent an explanation in response to my previous complaint and then took other action to keep XXXX me. This is UNACCEPTABLE as it has been 14 years since I graduated from school and will end up paying $ XXXX for my education!!!!!!!!!! Please help! They have to allow me to pay off the balance so that SOME DAY it will be paid off. Please help.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-01-09

Briaroaks, TX

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-01-03

Boston, MA

Cont'd attempts collect debt not owed

Debt collection: Federal student loan

Debt was paid
Complaint: As a result of ACS ( student loan company ) not taking care of not removing an erroneous late payment my credit score went down. Even though my payment was made XXXX weeks before the due date and after speaking with a representative from ACS, they failed to make the necessary adjustment to my account but instead reported to the credit reporting that my payment was past due. In addition, when calling ACS you are put on hold for XXXX minutes to almost an hour before a representative comes on the phone.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-30

VT

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I have a student loan with ACS Education Services from my graduate education. I 've paid my bill on time for years and have my account information stored on their website. In XXXX, I missed a payment due to forgetfulness and once I remembered XXXX attempted to pay both months to get current. On XXXX XXXX, I paid online and went about my business. I received email notifications from ACS ( " payment scheduled '' on XXXX XXXX and " payment received '' on XXXX XXXX ). On XXXX XXXX, ACS sent an additional email saying the payment was rejected due to " unable to locate account. '' This is a bit odd because all my banking information is stored on their website and I have n't changed anything. I checked the account number and everything was accurate. I called ACS helpline and asked for guidance. The customer service rep was polite, but did not have access to the details of my account and thus could n't tell me what was going on or why the payment was rejected. She advised me to pay again. On XXXX XXXX, I logged in and once more scheduled a payment for both XXXX and XXXX. I received email notifications from ACS ( " payment scheduled '' on XXXX XXXX and " payment received '' on XXXX XXXX ). On XXXX XXXX, once again, ACS sent an email noting my payment was rejected due to " unable to locate account. '' Even after the payment was rejected, the website showed the account as paid and for a day or XXXX would not let me schedule a payment. On XXXX XXXX, I called ACS and made a phone payment for XXXX On XXXX XXXX, I logged in to my ACS account online and reentered my banking information -- literally nothing changed, I just re-entered the numbers -- and scheduled a payment. This time it went through, and with the phone payment everything ( for now ) appears to be up to date. However, we 've received a letter from ACS threatening to report me as late and negatively impact my credit score. My complaint can be stated more succinctly : their system for payment is immensely confusing, communicates conflicting or incomplete information, and generally seems designed to not work. When the system inevitably breaks down, there seems to be no one available to talk to in order to resolve problems. And as consumers like me scramble to fix something that seems made to be just out of reach, ACS sends letters challenging me for my lapses. I do n't mind being held accountable for paying back my student loans, but I would hope ACS can also be held accountable for its servicing of my loan.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-30

Raymond, NH

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Complaint: I have a private student loan with ACS 9 % interest rate since 2007 I pay XXXX a month and the payments only go towards interest which I cant even afford but I cant destroy my credit at this point in my life. I was on a reduced payment plan for years paying XXXX which ballooned my loan and now I owe XXXX which is more than I even borrowed. ACS no longer allows reduced payment plans because of the ballooning issue is caused so now I have no other option besides pay the XXXX to maintain good credit and XXXX come off the principle balance. There needs to be a way for people to pay their loans back in an affordable fashion without it causing more financial hardship in the long run. These private student loan companies need more regulation on what can and cant be done to borrowers. re financing is very difficult for private loans because the other options available are not much better- they offer less years on the loans causing the monthly payment to only increase which is not doable. I have paid XXXX toward this loan since 2007 and none of that has come off the principle which I find to be very illegal.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-29

Marietta, GA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: Yes Timely Response

2016-12-29

Brentwood, TN

False statements or representation

Debt collection: Federal student loan

Attempted to collect wrong amount
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-28

Alexandria, 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

2016-12-27

CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: ACS Education Services represents that its re-certification process for the IBR plan is 7-10 days. My application was received by ACS on XXXX XXXX, 2016. Notably, on XXXX XXXX, 2016, an ACS representative stated that my application should be processed before my increased payment ( non-IBR ) is due on XXXX XXXX, 2016. Based on her advice and representations, I agreed not to submit a forbearance request at that time. But, my application still has not been processed as of XXXX XXXX, 2016. ACS 's inability to complete a timely review of the IBR certification may result in a delinquency and negative credit reporting.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-25

Wooster, OH

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-12-22

Bywater, LA

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

2016-12-22

Anaheim, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: I have an institutional student loan serviced by ACS Education ( http : //www.acs-education.com/ ). As of a week ago, I began receiving emails at different time points regarding temporary verification codes after the implementation of two-step verification. Of note, I have n't tried logging in in the last week. I emailed ACS 's customer service email through their website and have not received a response. I called customer service right now and am told that these emails are automatically generated, are normal, and that there is nothing to worry about. To test this, I tried to log in with an incorrect password and no email was generated. I logged in with my correct password and the verification code was sent. I have since changed my password. This is not consistent with what their representative told me, so the representative was either dishonest or did not know better, both of which are responsibilities of the company. I think that ACS has not been forthright and an agent other than myself has been logging into my account without me knowing. I would like to know what, if any, information was compromised, and if the recent changes in implementing 2-step authentication were prompted by known activities beforehand.
Company Response: Closed with explanation

Disputed: Yes Untimely Response

2016-12-21

Brooklyn, NY

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

2016-12-20

Chestnut, NJ

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

2016-12-20

Sacramento, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Complaint: ACS/XXXX is reporting my status negatively as 90 days behnd and the account has been paid and closed as of XX/XX/2016 The debt was consolidated by XXXX.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-13

Bloomington, MN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: ACS purchased my loan from XXXX and noticed was not given in a timely manner. When I did receive notice, I faxed my deferment forms to ACS as I did with my other lenders. Last year, I consolidated all my loans with XXXX and ACS was paid in full and my account was deemed closed and paid. Earlier this year, I reviewed my credit report and noticed late postings from ACS on my credit report. I disputed the late reports due to my filing for a deferment during those time periods and requested a review of my account status from the credit bureaus and ACS. On XX/XX/2016 ACS re-labeled my paid accounts as delinquent! After contacting ACS numerous times over the next month I was finally put in contact with an account manager who stated that she would look into my situation. In reality, I had to keep in contact with her and send numerous inquiries to XXXX and XXXX disputing the accounts. Eventually, one of ACS accounts was put back on paid/closed/current status but the other account is still showing delinquent status even when it has been paid and closed. It is not showing the final payment and thus harming my credit. This is beyond the disputed late months that I was initially disputing with ACS and it seems to be in retaliation of my initial disputes. The ACS representative even informed me that they sometime misplace or lose the faxed deferment forms and if I could find my copy it would help but as I explained to her those forms were faxed years ago. In addition, I explained that regardless of my disputes of being reported late my account was in current status showing paid and closed and after my disputes they became delinquent which is not legal. In closing, I am requesting the CFPB to investigate my claim and account, return my accounts back to current and not delinquent as shown by XXXX and XXXX due to the information provided by ACS and also have ACS remove those late reports as my other student loans during those same time periods show current or paid due to the deferments that were in place. ACS more than likely overcharged me due to their practices but since they have already received their funds I just want my accounts to reflect the rightful status
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-12

Houston, TX

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

2016-12-12

Webster, NY

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-12-08

College, 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

2016-12-08

Houston, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I am eligible to have my loans reconsolidated through FedLoan.gov in order to enter the public service repayment program. My loan servicer, ACS, has refused for the past six months to provide the Loan Verification Certificate to XXXX that will allow XXXX to proceed with taking over my loans. This is despite weekly requests from XXXX and biweekly contact by me via email and phone.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-12-07

Bellevue, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I have student loans with XXXX, XXXX, and ACS. With XXXX and XXXX, I file paperwork once a year to enroll in income-based repayment ( IBR ), and my enrollment is good for one year. This is how IBR is supposed to work : yearly enrollment. However, with ACS, I have repeatedly had to enroll in IBR multiple times per year. Every year for several years now, I have enrolled in IBR with ACS, only to be knocked out of IBR, and then I again must submit paperwork to ACS to re-enroll in IBR. This is time consuming and results in being placed in the standard repayment plan, which means that until I again enroll in IBR I risk defaulting on my loan if I do not make full payments. Plus, as far as I know, ACS only accepts IBR enrollment through mail or fax and can take several weeks to process the paperwork, whereas XXXX and XXXX accept enrollment in IBR online and through e-mail and process documents much faster. I am tired of dealing with enrolling in IBR with ACS multiple times per year every year. This practice should not be allowed and increases the likelihood that loan holders will default on their loans.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-12-07

OK

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: ACS Education Services is refusing to provide a payoff quote for each of my XXXX loans.
Company Response: Closed with explanation

Disputed: Yes Untimely Response