ACS Education Services

2016-09-22

Brooklyn, NY

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I attended an off campus adult program, run by XXXX XXXX campus. The courses were given at a XXXX school, and was a BA program for adults. I received my share of Pell and TAP. And everything was costing me nothing out of pocket. After 2 or 3 semesters, we where told the program was ending, and we had to continue our courses, at the main campus. The problem with this is the tuition rose to XXXX a semester, and I was forced to take out loans. I 'm now over {$50000.00} in student loan debt. And I received not a dime. Nor was I able to continue. I would like this loan forgiven due to the fact the actual school and or program was shutting down and moved resulting in higher cost. Which I did n't sign up for. Please I 've been fighting this for numerous years.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-22

Rollingstone, MN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I applied for an economic deferment in XXXX of 2016 when my current deferment was ending. they kept requesting more information and I kept sending more information mind you each time took XXXX to 3 weeks for them to process. then they reported me 60 days late even though I had been going through this process the entire time. Finally after over 10 phone calls and XXXX faxes they applied my deferment retroactively. They refused to remove the lates even though I was in deferment. According to section XXXX they need to be reporting accurate information. How could I be late and I 'm deferment at the same time? They have been absolutely awful. This is literally XXXX of the most frustrating experiences I have encountered. Please help! .
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-21

Astoria, NY

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

2016-09-16

Library, PA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: On XXXX/XXXX/XXXX I received a delinquency notice from ACS Education mu student loan servicer. I was baffled when reading this letter because my loan payments ( I have XXXX loans that are serviced by them ) are made every monthly automatically. And the loan payment for XXXX ( due every XXXX of the month ) had not only been made on time but it was made 2 days earlier since the XXXX XXXX fell on a weekend. I called ACS Education immediately. After several minutes of having to make numerous selections to speak with a live person, I finally reached a CSR. I could barely understand the CSR since she spoke really bad broken XXXX. But I suffered through it because I did n't want to have to explain my issue to someone else. I told her how I did n't think I should 've received a delinquency letter since I checked my bank account and verified that my loan payments had been made to ACS Education. She did verify that the payments had been received on XXXX XXXX. But she said they were n't the correct amount. I asked her how that was possible since I had paid the amount that they assigned me to pay per the award letter I received in XXXX dated XXXX/XXXX/XXXX. I told her that I had applied for an IBR Repayment Plan back in XXXX XXXX and was approved per the approval letter dated XXXX/XXXX/XXXX. The letter stated the new payment amounts of the plan and that the new payments should be made by XXXX/XXXX/XXXX. She put me on a brief to verify my statement. After being on hold for a few minutes, she got back on the line and told me that the plan actually had n't been approved in XXXX but in fact it had been approved in XXXX and that the new payments were n't due until XXXX/XXXX/XXXX. I said ma'am I am looking at the approval letter dated XXXX/XXXX/XXXX stating that the new payments are due by XXXX/XXXX/XXXX but you are telling that this letter is incorrect and the new payments are n't due until XXXX XXXX? She said yes that is correct. I said well ma'am I never received that letter. I received a letter dated for XXXX XXXX so can you please honor this letter that I have from you? She said no, we can only honor the letter that we have on file. I said well that 's terrible because as you can see from my payment history, I make my loan payments on time every month and have been doing so since I started repaying them back in XXXX XXXX. She said yes I see that but there 's nothing I can do. You will have to pay the difference or risk being reported to the credit bureaus as delinquent. I said so let me get this right. I 'm going to be penalized for an error made by ACS Education? She said no, it was n't our error because we have the correct letter. So I asked to speak to a supervisor since I figured she had no authority to make this right. She said I need to put you on a brief hold. After being on hold for 10 mins. she said sorry I ca n't locate a supervisor. So, I am very frustrated by this time and tell her to note my acct. that I will be calling back the following day to speak with a supervisor. I calle back XXXX/XXXX/XXXX to speak to a supervisor and the same exact thing happened. The foreign speaking CSR put me on hold for 10 mins. and got back on the line and said that she could n't locate a supervisor. So by now I am angry. I ask what is a fax number and/or address that I can submit a complaint letter to because I want ACS to investigate this error and correct it and I want to report how I was n't able to speak to a supervisor. She gave me a fax number to send my complaint to and informed me that I would receive a response to the investigation in 7-10 business days. I have yet to receive any correspondence from ACS Education. I also had to pay late charges for this error that they made. It 's bad enough that I have the burden of this debt. But now I am getting penalized for something that they did. And what can I do? I 'm a nobody going up against a big company!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-15

Concord, CA

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

2016-09-15

Bothell, WA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Keep getting calls about my loan
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-15

San Francisco, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: ACS education company cheates me and put my federal student loan in default under 270 days. They sent me to XXXX their collection agency and I had to make 12 consistent payment to bring it back to active. After I made 12 monthly consistent payment. They sold me back to ACS.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-14

Phoenix, 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

2016-09-14

N Haven, CT

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

2016-09-13

Indianapolis, IN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about my loan
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-13

Shalimar, FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I checked my loan payment history and discovered that my interest paid each month varies significantly, sometimes as much as XXXX %. My principal is not going down as fast as it should. I am set up on an automatic payment plan so payment is made same time each month, no late fees.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-13

Washington, DC

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: Currently my loans are being held by ACS Education Services. I have been in their IBR program since XXXX XXXX. I was divorced 2 years ago, married and filing separately with XXXX individuals living in the household ). Over the last 2 years, with some modest raises, my payments to ACS have DOUBLED and the payments are now becoming unsustainable. Before the ACS IBR payment increase this year I submitted paperwork to get my student loans removed from ACS to turned over to Federal Student Aid under the REPAYE program. ACS has assured me multiple times that all of my paperwork has been completed correctly, however it 's been over 4-1/2 months and they continue to tell me that they are " processing '' my request, while I am making an unsustainable monthly payments. I call them every two weeks to check on progress. I have been told that they have " expedited '' my request ( nothing happened ), and then called again in tears one month ago and asked if I needed to contact an attorney to get help with this matter. They immediately transferred me to a " supervisor '' who " opened an issue '' with my account and said she would personally and physically monitor my account each day. I called yesterday, after 3 weeks of not hearing anything, and was told curtly that my request is " still processing. '' I fear that nothing will happen and I am struggling to pay loans, take care of my child, pay my mortgage and condo fees. My credit score is dropping because I 've been using my credit card to make up some of the difference. I 'm scared and ACS ( owned by XXXX XXXX ) appears not to care how desperately I am trying to remain in good standing and repay my debt, but under a different program, the REPAYE plan that President XXXX established in XXXX. ACS says they do not " honor '' the PAYE and REPAYE programs which calculate payments that are 10 % of XXXX 's discretionary income vs. 15 % for the IBR plan. I have a great job by almost anyone 's standards, I managed to purchase a small condo this past year ( and pay less in a mortgage than I did in rent ), and I am taking care of a young child. But I am on the edge of failure because I am stuck in a precarious financial position. FYI, My loans are connected with education at XXXX and XXXX. My only complaint with the institutions are that they let an art student who had no parental support, access such large amounts of loans. I do n't think it 's their fault I borrowed an incredibly unrealistic amount of money for my education, but I 'm not sure they cared in the XXXX and XXXX how someone was going to pay back the loans. Thank you for your consideration.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

City Industry, CA

Can't repay my loan

Student loan: Federal student loan servicing

Can't get flexible payment options
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-12

Shoals, GA

Can't repay my loan

Student loan: Federal student loan servicing

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

Disputed: Yes Timely Response

2016-09-09

Gretna, LA

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

2016-09-08

Brooklyn, NY

Problems when you are unable to pay

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-07

Chester, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: The company is continuing to update my credit reports stating that I am 120+ days past due. This loan was paid off in consolidation XX/XX/2014. I have disputed this account several times and the company is refusing to update and report inaccurate information. This false information has caused me denials of credit. This company is in violation of the FCRA.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-09-06

IN

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: In XXXX or XXXX, myself and my now ex-husband consolidated our student loans. As of today this consolidation program no longer exist yet I am stuck in it. He and I are no longer married and I have made several attempts to lower my payments since I am currently in school but I am unable to get an affordable payment without my ex husband meeting the same criteria. This is a conflict because not only am I locked into a program that no longer exist, I also have " no contact '' with my ex husband. All I want to do is make a payment that I can afford and not be penalized in the process. I have no knowledge of my ex husband financial situations. I just wish there was something that I could do on my own, to pay off and resolve this matter. We are both children of deceased veterans, I have worked for a non profit organization for 7 years, I am a single mother, and I am currently a XXXX XXXX student. I just want to do good but the payments are just way more than I can afford to pay. There has to be some other options to those that have entered a consolidation program that no longer exist.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-02

Portland, OR

Getting a loan

Student loan: Non-federal student loan

Can't qualify for a loan
Complaint: XXXX, serviced by ACS, is demanding payment of a debt they can not prove we owe them. Our attorney asked that we demand the servicing agreement from ACS/XXXX XXXX proving ACS/XXXX XXXX proving there is a debt. XXXX XXXX refuses to provide that servicing agreement to us or to our attorney. My wife receive a phone call on a SUNDAY from someone in upper management at XXXX XXXX telling her XXXX XXXX wants their money ( over {$50000.00} ) and that they are NOT going to provide us any proof of that debt. ACS/XXXX XXXX is registering on my credit as a delinquent debt with rolling late payments and it is the ONLY thing between us and being able to buy a home again, after years of trying to recover financially from XX/XX/XXXX-XX/XX/XXXX. We have never made any payments to XXXX XXXX. Not ever. They can not prove this debt exists. We need this debt removed from my credit immediately if we are to purchase a home again.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-01

Havana, MN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: No Untimely Response

2016-09-01

Westminster, CO

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

2016-09-01

Lake Ridge, VA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Keep getting calls about my loan
Company Response: Closed with explanation

Disputed: No Timely Response

2016-09-01

Federal Way, WA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: I attended a XXXX school called XXXX XXXX XXXX. I finished in XXXX of XXXX and the school closed it 's doors and revoked any availability of support promised at the time I signed my school contract. They took 3 months to find my externship and I did n't perform any of my skills from school at the externship. I was n't hireable. After spending {$10000.00} and earning a XXXX G.P.A. I could n't pass the XXXX skills test the same month I graduated. I have applied to ACS 's program to eradicate XXXX Colleges student debt, but was refused since I finished the program despite clear language in Section 6 " Terms and Conditions for Loan Discharge Based on School Closure '' of the application that states if withdrawl was XXXX after closure exceptional circumstances related to the closing of the school closing could justify and extension of the 120 day period that include but are not limited to : loss of accreditation, discontinuation of the majority of the schools programs, action by the state to revoke the closed school 's license to operate, or a finding by the government that the closed school violated State or Federal law. My experience at this school falls under all of these included but not limited to examples in the application. They closed due to a law suit that caused them to have their permissions to teach revoked until they re-organized as XXXX. I provided supporting documentation from reputable sites like XXXX and XXXX of the school closures associated with XXXX XXXX XXXX. They state XXXX became XXXX in XXXX. I attended XXXX XXXX XXXX which became XXXX in XXXX of XXXX. I don no know when they actually closed their doors, that is up for speculation. They avoid and do not acknowledge that fact they are denying my request based on institutions that have NOTHING to do with myself or my Federal loans. I was told by XXXX how to complete the application due to my situation. Please see the XXXX page attachment.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-31

Newport, TN

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I started making payments in 2007. My balance has been {$26000.00} ever since. ACS is the website I make payments and XXXX must be servicing the loan. I 've paid {$11000.00} over the years, {$9000.00} toward interest, and {$1400.00} toward my balance. If you do n't see anything wrong with this, how do you sleep at night! Do I really need to say anymore? {$9000.00} in interest? {$1400.00} to Principal?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-08-31

Ridley Park, PA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I have been in XXXX for two years, and entering my third. ACS has continually, through the three years, continued to withdraw a monthly amount, and claims they have no record of my enrolling in school ( no other lender has this issue ). Furthermore, I can not get a person on the line now, because every time I try to call, the system gravely informs me that my account and social security number are incorrect, and to 'call back when I have that number. ' Again, I am entering correct information. ( Although the website says it does n't display the full account number, with is supposed to be found under a non-existent general info tab ). This is beyond frustrating, and ACS should be held accountable in some way. Please help me contact them and get this issue ( that should not be an issue ) resolved. Thank you.
Company Response: Closed with explanation

Disputed: Yes Timely Response