ACS Education Services

2016-07-04

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: I would like to submit a formal complaint about the online forms associated with ACS loan servicer. I am currently attending school in XXXX, XXXX and in doing so I have a XXXX address, bank account, and phone number. ACS does not allow for the option to have a foreign address in your personal information when filling out the In-School deferment forms, although they do allow you to enter a foreign address when entering your personal information in the " update address '' section. They also do not allow you to enter a foreign phone number and do not allow the option of simply not entering a phone number, this means that I have been forced to enter my father 's personal phone number despite the fact that he is in no way involved in my student loan re-payment efforts. As XXXX of thousands of people who are paying exorbitant interest rates to ACS for servicing a federal student loan, I am shocked and appalled that they are not able to accomplish something as simple as creating forms and protocols that work despite your location on the globe. I am also appalled that these loan servicers refuse to accept payments from foreign accounts. Forcing borrowers to pay a foreign transaction fee to transfer money into an american account on top of high interest rates is an undue burden for borrowers and should not be acceptable practice for companies that are making millions of dollars servicing FEDERAL student loans. I hope that you will take steps to correct XXXX of these glaring issues as they are certainly not in line with the globalised world that we are living in today. Thank you for your time. Sincerely, XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-30

Galena, OH

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I applied for assistance and to be able to use the REPAYE payment option. This was denied due to when I filed this request, and my payments increase. I was advised to do this by the U.S. Dept of Education and feel misled. My loans are now $ XXXX+ a month ( more than my mortgage and all my other bills ) and feel as if they are unfair and that this is unconscionable.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-30

Point Arena Air Force Statio, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: My wages were garnished, without any notice, by XXXX. Upon contacting XXXX, I have received a lot of obfuscation regarding who my loan was with. XXXX claimed that my loan was created with the lender : the University XXXX XXXX XXXX. Upon checking my credit report, sure enough, the financial bank/lender is listed as the University XXXX XXXX XXXX. This is a college, not a bank. I did not take out loans from this college, and I did not take out loans to go to this college. Upon further investigation, I have been told ( only on the phone, never in writing ) that the lender was an organization called ACS. When I looked this up online, I found that this organization no longer has a contract with the United States Department of Education and was responsible for a 73 % default rate. XXXX I did not have a loan with this organization, and I did not have a loan with XXXX. I also did not have a loan with the University XXXX XXXX XXXX. Nevertheless, after submitting disputes to all of the credit bureaus, I can not manage to get this removed. I have documentation of everything, but the US Department of Education changes from one contractor to another, and I can not talk to any actual human working for the United States government to get this resolved. All " financial entities '' continue to claim that they are " no longer servicing the loan, '' so they wo n't do anything to remove completely fraudulent information either. In fact, ACS has an automated answering machine and wo n't have a real person accept calls regarding student loans. This is all such a scam. I never took out a loan. I want the information removed from my credit report. I do n't care if it is XXXX or ACS that needs to remove it, but someone needs to be held accountable.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-26

Silver Spring, MD

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: Yes Timely Response

2016-06-24

Glendale, CO

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I do n't even know where to start ... When I filled my IBR last year, I was n't making much money so they said I did n't owe them a payment. I still sent {$25.00} a month, but everytime I did, I was assessed a {$26.00} late fee, even though, again, I did n't owe a payment. Now, after my IBR was reassessed for this year, they want me to pay {$370.00} per month. While I understand that I make more money now, I do not have even close to that amount left out of my income to pay every month. I was in a XXXX in XXXX, and so I had to get a new car. My payment is higher, my insurance increased by {$70.00} a month. I also pay over {$100.00} a month in medical bills. And I am a single Mom, trying to make it. My rent alone is {$1000.00} a month. Also my son is a XXXX year old boy eating me out of house and home, my grocery bill is about {$500.00} and my boyfriend is hard times, living with me more than half a month, which increases my food bill as well. To make things worse, someone reported that my loans are in default. ACS said they did n't report it as such. I called the US Department of education and they said that I am in fact listed as in default, even though they could n't understand why, as I had only missed 2 months payments. Nobody will take responsibility for reporting them as defaulted, and no one will fix it. And although I have been paying ACS {$25.00} a month, they continue to report my payment as late. All of this has greatly affected my credit, which is why my car payment is so high now. Please help me. I want to pay back the money I borrowed, but they keep assessing fees and more fees, and then more fees for having to charge me for the other fees. I am drowning in a debt that started out as {$25000.00}. I do n't know what to do.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-23

Salton City, 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

2016-06-21

Syracuse, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: ACS, a student loan lender failed to acknowledge my in school deferment and sent XXXX of my loans to collection, which put them in default. I only found out about it after applying for financial aid for the upcoming year. The FAFSA website told me to call XXXX. I called and spoke to XXXX to try to resolve the situation. XXXX told me that they are getting ready to garnish my wages. I told them that my family and I would not be able to live if they did that. I also told them that I 'm supposed to be on in school deferment, they should have never gotten the loans. At first, XXXX told me to fax them my taxes to do a voluntary repayment plan that I could afford. Than XXXX told me I needed to call ACS and tell them to do a repurchase because I was in school. I called ACS, and was told, " NO '' they were not going to do that. They did n't even want to help me. I think the representative said one sentence to me the whole time I was on the phone with her. I called XXXX and told them they would not do it and that they were not helpful at all. XXXX than told me to file an appeal and send documentation from my school showing that I was in school. I was told I would hear something within 30 days. I filed the appeal electronically through email that was given to me by a XXXX representative ( XXXX ). It has only been approximately 2 weeks since I filed the appeal. I have since then, received notification from my employer that they are garnishing my wages for this. What happened to the appeal? This is absolutely unacceptable. Why was I not able to defend myself at that hearing? What about the rights for the students? And, where is the guidance and assistance for students. I have a half a dozen other lenders that all have me on in school deferment. Everyone seems to be just passing the buck. This is outrageous. I ca n't even begin to tell you the undue hardship that my family is enduring because of this.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-20

MS

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: * XXXX to excessive transferring of my student loan accounts from one servicer to another, I have had difficulty keeping track of who I owe and when to pay them due to inconsistent billing. * Billing statements were not sent during the period of the delinquency notations despite calling the various servicers to find out to whom, how much and when to pay them. * The following delinquency reported on my credit reports is inaccurate and the result of Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) by the servicer, which is under the purview of the CFPB : 1. 90-day and 60-day past due delinquency notation in XX/XX/XXXX and XXXX XXXX without a 30-day past due notation in XXXX XXXX on ACS/XXXX, XXXX, CA account. 2. 120-day, 90-day and 60-day past due delinquency notation in XX/XX/XXXX, XX/XX/XXXX and XXXX XXXX without a 30-day past due notation in XXXX XXXX on same account. 3. Reported delinquency noted in items XXXX and XXXX also appear on XXXX other ACS/XXXX accounts.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-18

Greenwood, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: XXXX credit reporting service reduced my credit score by more than XXXX points in XX/XX/2015, dropping it from the high XXXX to the XXXX. My credit report states that I was XXXX days late paying a student loan from XXXX University from ACS. The monthly payment was XXXX. I used my XXXX autopay feature to debit my account to make the payments. I have done so since XXXX without missing a payment. For some unknown reason the payments for XXXX month in XX/XX/2015 months were either not sent or received. The automatic payments resumed again in XXXX without my having done anything to change their settings. I believe there was a either a systemic IT failure in XXXX automatic payment system or a similar failure in ACS 's receipt system. My checking account balance was more than enough to make these payments. I was not contacted by XXXX University, XXXX, ACS, or XXXX about the deliquent account and had no reason to believe that this account was behind. Indeed, I have not missed a payment on any credit line in the past XXXX years. These missing payments from ACS are a clear abberation from this trend. Moreover, my bank statements for the months in question show clearly that the payments were debited from my account on time and sent to ACS during the months in question. I have attached a screenshot of my credit report as well as bank statements that provide evidence that my account was debited for XXXX each month. I can only guess why loss any of the XXXX aforementioned organizations could have reported by account delinquent, but I suspect it was due to a systemic IT failure among XXXX of the involved parties. Neither of the XXXX other major credit reporting agencies noted the account as delinquent. The drop in my credit score will significantly reduce my ability to take out a mortgage or loan in the future or rent an apartment.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-17

WA

Can't repay my loan

Student loan: Non-federal student loan

Can't temporarily postpone payments
Complaint: I have a private student loan with ACS-Education. I submitted an Economic Hardship Forbearance/Deferment on XXXX XXXX 2016 because of a drastic change in my economic circumstances and inability to make the normal payments I have made for the last 5+ years. I was told it would take 7-10 days. Since then, I have received once inconsistent email after another telling me different things. I have not received a formal reply regarding my request. On XXXX XXXX, I had to call 3 times and got 3 different answers regarding the status of this request! In addition, I asked to see a written copy of the terms and conditions of any formal forbearance request and I was told, astonishingly, that they have no written agreements! How is it possible that an organization can exist and operate as a business with such unethical business practices and violating a consumer/borrower 's rights to agree to terms and conditions AFTER reviewing them in writing instead of verbal, over the phone agreements!? ACS-Education has refused to work with me for a more long term solution to my economic hardship and student loan debt burden. ACS Education has refused to be transparent in their procedures regarding my requests and they have failed to deal with the requests and enquiries in a timely manner or even to have proper writtent forms, agreement and procedures to ensure transparency and consistency. As such, they are in violation of my rights as a borrower and, I believe, engaging in highly inconsistent and unethical business practices, especially in terms of servicing my loan. To date, they have not processed my Economic Hardship Forbearance request for the maximum of at least 31 months to allow me time to deal with my drastic change in circumstances, especially considering that I have made consistent monthly payments over and above what was due for over 5 yeas now. I need CFPB to intervene and help resolve this matter immediately! Please help me! Thank you.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-16

Reno, NV

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: hi i have disputed wrong information with ACS Student loan services through the XXXX credit reporting agencies for 2 years. i think i 've disputed 5-6 times. ACS never did a real investigation just sent back the same info everytime. the CRA 'S did not seem to do much either. the same reporting year after year. ruining my credit. made phone calls and emails none were returned. i was declared XXXX by SSA on XXXX/XXXX/XXXX. and i had a veteran XXXX discharge of my student loans on XXXX XXXX XXXX i told them this and they never investigated the dates of my discharge to remove late payments. now i did not have this paperwork because its hard to find hours and hours. im mentally XXXX with XXXX AND XXXX XXXX. i am a combat veteran from the XXXX XXXX. this has been very stressful ive about given up. how could my loan servicer not ever know that my student loans were discharged in two years of disputes. i know they are told by government that a loan has been discharged. i will enclose a credit report that shows the XXXX loans and where my non payments fell in the middle of my XXXX discharge date XXXX/XXXX/XXXX some fell before and some after. so it clearly points out that for over 4 years since discharge the have been reporting the same info even with disputes. if they had done a real investigation they would of found out about my discharge. they never sent me any documentation to verify their reporting. it was not until i threatened to contact government agencies that they took me seriously and uploaded XXXX documents for them to look at. before then i did not know who to even talk to. mostly front line CSR 'S that would never transfer me to a supervisor or the right department. sometimes they would just hang up on me. thats how ACS WORKS they give you the runaround. and it does not stop there. when they finally started contacting me through email. they started using secure messaging instead of just email. when i went to use the secure messaging all XXXX of my web browsers warned of security errors do not proceed bad website. i was scared of fraud and ID THEFT. BUT I TOOK A CHANCE AND GOT THROUGH AFTER AN HOUR. this will all be uploaded. then when i was filling out a response after 15 minutes the message would disappear and i would have to start all over again i couldnt deal with it. it seems their messaging system is like 7 years old. i believe they do this on purpose to slow you down and have you give up. it just made me more angry and want to fight. i was a XXXX. i finally talked to somebody on the phone today thinking they would understand. he said if the info i provided was good enough that they take off the payments that happened after my XXXX discharge and leave the ones before. still negative entries on my credit report. i asked for them to be deleted, he said no. i would have to prove my discharge at an earlier date. this is my argument. these guys can report wrong info for 4 years then for 2 years after many disputes and phone calls and emails never returned. now all of a sudden they might report the right info if they like my documents. they report the wrong info causing undue stress and hardship making my credit worse. and now they might put the right info on my reports. i want those accounts deleted. i showed them proof of my XXXX in XX/XX/XXXX yet the discharge did not happen until XX/XX/XXXX i asked for some compassion. my loans were transfered from wells fargo to ACS in XX/XX/XXXXto XX/XX/XXXX. during this time i was already XXXX and spent XXXX different times in inpatient hospital with the VA XXXX for 8 months XX/XX/XXXX to XX/XX/XXXX and i had alot of XXXX. yet they will not work with me even after all their wrong reporting for all those years. they report wrong for years and dont pay a price. they just have to fix it now. wrong.they should be held liable
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-15

El Cajon, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-06-15

VA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: My student loan servicer is ACS Education. In XXXX 2016, I submitted an application to XXXX ( XXXX ) to consolidate my federal student loans at a lower interest rate and to also qualify for the Public Service Loan Forgiveness program. A few weeks after I submitted my consolidation application to XXXX, I was informed that my application was denied because ACS Education had failed to certify the loan amounts. As part of the consolidation application process, XXXX makes a request to ACS Education to certify the loan amounts. ACS Education is supposed to provide XXXX with Loan Value Certificates. As of today ACS still has not sent those certificates to XXXX. In XXXX, once I learned my application had been denied I contacted ACS. I was told that ACS is still working on the certificates and making " adjustments ''. The most outrageous part is that the representative on the phone could not tell me when the certificates would be completed. Since XXXX, I have called ACS several times and each time I get the same answer that ACS is still working on the certificates and can not tell me when they will be completed. It is literally going on six ( 6 ) months and I still have not been able to consolidate my loans. This is truly unfair, as I have been subjected to higher interest rates and I am losing credit time towards the Public Service Loan Forgiveness program as I must be serviced by XXXX to qualify. I am literally being held kidnapped by ACS Education who refuses to issue loan value certificates so I can consolidate my loans with another company at a lower interest rate. I have done some research online and there have been a ton of complaints and lawsuits made against ACS Education. One important note is that when I contacted PHEAA to inquire as to why my consolidation application had been denied, the representative on the phone explained to me that PHEAA always has issues with ACS and getting loan value certificates. Appropriate action must be taken against ACS Education as this is truly unfair to consumers whose loans are serviced by ACS.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-15

Philadelphia, PA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: My husband and I have a lot of student loans from his time in XXXX school. We are both employed and are working hard to pay them off as quickly as possible. We would like to refinance them in order to receive a lower interest rate. In order to refinance, I need to obtain copies of current statements of all of our loans. With XXXX of our lenders, this was a very easy process, and I was able to retrieve the statements electronically on the website. But with the other lender, I was not able to retrieve the statement for myself. After a lot of searching, I finally found instructions to email customer service. I did so on XXXX XXXX, 2016. On XXXX XXXX, 2016, I received a response stating that due to their policies and because our account was on autopay, they would not be able to email or fax a statement to me but would send one via postal mail. I was not provided with any further detail on this policy or with a copy of the formalized policy. I was told, " I have generated a statement for you, however this statement will only be generated through standard US Mail. Please allow 7-10 business days for the statement to be received by mail. '' On XXXX XXXX, the 10th business day after this exchange, I still had not received a statement, so I emailed customer service again. I was told that the original email was not intended to communicate that a statement was actually generated on XXXX XXXX ; rather, a statement had been generated on XXXX XXXX, and I should expect it within 7-10 business days from XXXX XXXX. I have not received any acknowledgment that I was misled in the original email other than customer service saying that they are sorry that I misunderstood. XXXX XXXX, yesterday, was 10 business days from the second date I was given, and I still have not received a statement. Throughout my emails with customer service, I have tried to clearly express exactly what is the cause of my frustration and have received only the tritest replies. I have never actually even been given the name of the person responding to my emails ; they are all signed " Thank you, XXXX XXXX. '' I find it absurd that 1 ) I was not able to retrieve the statement myself, and 2 ) it is now nearly a month since my original request, and I still have not received a statement. I need this statement in order to refinance our loans.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-15

Shulerville, SC

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: This is a old issue that I 'm reporting. in 2011 I was in a hard spot since work load plummeted and I was barely able to put food on the table let alone pay for this student loan. I attempted to file for deferment due to economic hardship. Submitted all of the paperwork they had sent me. This was in XXXX. In XXXX they had sent my account to Collections and refused to talk to me anymore about my loan. Stating they no longer " owned '' it. Recently I tried contacting them again to see if there was anything I could do. Again told no. I tried to contact the Lender/Guarantor that is listed on my account with them still, only to reach a bunch of disconnected lines and non-existent phone numbers. The shady business practice they have has had a major impact on my credit and may impede my job.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-13

OK

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I requested copies of my loan documents such as promissory notes, applications, disclosure statements, truth in lending docs, as well as original paper work showing the type of loan, loan amount, fees, repayment schedule, interest rate, spread, and amortization table. In addition I requested a payment history with interest rates, amount towards principal and interest with balances. The company ACS stalled for 2 months until I filed a complaint with the XXXX where I was eventually able to get the promissory notes, promissory notes, and interest rates for each of my payments. However to this date I still have n't received the copies of the truth in lending, amortization tables, disclosures, type of loan, interest rate at the time of closing, spread, or anything else that should have been sent out at closure. I just wanted copies of the items I am entitled to as a consumer. The issue I am running into is that no one at ACS will give me a reason as to why I can not have copies of the documents. I get the we will call back, or our system is down, or I do n't see the documents you need, or the send us a written request ( which I have done ). The reason for the run around is that I noticed XXXX of my loans had actually been consolidated without my consent. I originally had XXXX loans for {$5000.00} each. See attachment. ACS calls these loans XXXX. So loan XXXX I found out took XXXX loans and consolidated them into XXXX. Loan XXXX was XXXX loans that was consolidated. Again, none of this was with my consent and at no time did I receive new loan terms. Additionally, I only receive statements and balances for loans XXXX and loans XXXX. There is no indication the loans were ever separate loans. Again see attachment. When I asked ACS about my loans they initially said " We only see XXXX loans '' or " oh, it looks like you had XXXX dispersements. Then I noticed my loan XXXX was now a mixed loan so I asked how it became mixed and the CSR told me " I do n't what a mixed loan is '' So, instead of giving clear exact answers I get excuses and no answer. In my opinion the actions border on fraud and for sure show unfair business practices. I am not asking for anything but explanations on my accounts and documentation. If the company was n't falsifying information and withholding documents then they clearly would share the information without issue. My last complaint deals with the payment processing side of ACS. When I took out my loan I received an amortization schedule that is based on making monthly payments with XXXX or 31 days of interest included. ACS takes my payments and calculates interest from the last payment date to the date they finally get the payment processed. This can be from 30 days to as much as 45 days of interest based on when they process the payment. So even though I make a timely payment they apply part of my payment to interest rather than principal. I have the letter showing how they calculate interest and how much I dispute due to their method. Additionally the method of paying ACS is flawed as well. With most student loan servicers they would count the day they received your payment towards your account even though it may take XXXX3 days. So if they got my payment on Saturday the XXXX interest would no longer accrue and I would get credit for the XXXX even though the payment might not leave my bank until Monday the XXXX. The same goes for holidays in which a payment due date occurs. With ACS they mention the XXXX processing but do not give you credit for the day they receive the actual request to pay or payslip. Thus charging me XXXX3 more days of interest even though I made an electronic payment which goes through instantly with all other non shady companies. Attached are my request to fix my payments.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-06-13

Queens, NY

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Received bad information about my loan
Complaint: Currently have federal student loans through ACS and trying to consolidate multiple student loans into a Direct Consolidation loan. Upon completion of application through the Dept of Education my consolidation was denied becuase my current servicer, ACS, stated that I had XXXX balances on all my student loans. Per my National Student Loan Data System report my current balance is {$140000.00}. ACS is preventing me from consolidating my student loans.
Company Response: Closed with explanation

Disputed: No Untimely Response

2016-06-08

Oxford, GA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Trouble with how payments are handled
Complaint: My loan is serviced by ACS. XXXX will make three years in a row they have determined my income based repayment plan amount incorrectly. I am married filling jointly for my tax returns and my spouse has federal student loans. My spouse 's loans should be considered when determining my repayment amount for the year. ACS refuses to include my spouses loans in their initial determination. I have included my wife 's information on the IBR annual recalculation request. I have approved ACS to access her loan 's on the NSLDS website. But the initial recalculation is still incorrect. So I have had to resubmit the exact same application that I submitted initially. ACS will then do their job correctly and include my wife 's loan amount in their calculations. In XXXX an ACS agent # XXXX told me to pay my XXXX payment of {$43.00} for XXXX until ACS could correctly determine my loan payment for XXXX. In XXXX I receive an invoice for my new loan payment of {$62.00} plus a late payment fee of {$150.00}. ACS is threatening to add negative information to my credit report if I do n't pay the late fee. The only reason they received an insufficient payment is because of their own ineptitude. Is there anyway to switch loan providers?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-06

Ft Belvoir, VA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Received bad information about my loan
Complaint: On XXXX/XXXX/XXXX I contacted ACS in order to get assistance with bringing my account current. I was told that I did not qualify for a forbearance. On XXXX/XXXX/XXXX at XXXX I called back with a rep from the loan guarantor on the line. I spoke with XXXX XXXX who said that I was eligible for a forbearance for 4 months. She further represented that my accounts would be brought current, the forbearance had been re-submitted and was pending and she had expedited it. In XXXX I received a bill from ACS requesting a payment for a date that had already passed. I began calling ACS immediately to correct the errors to my account and deterine why it was past due. I was told that the forbearance was not applied for XXXX as I was told it would be. In addition I was told that the income based repayment that I applied for was not applied until XXXX XXXX {$13000.00} ) and therefore, I was past due for the standard amount ( $ XXXX ) for the month of XXXX. I made an immediate payment as instructed in order to prevent my account from being reported more than 30 days late. I made payments on XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX, and XXXX XXXX. I have contacted ACS twice a week each week in order to attempt to reach a resolution on my account. Each time I am told something different. Most notably, on XXXX XXXX, XXXX, XXXX of ACS, informed me that the XXXX payment would be corrected to reflect the payment due of {$130.00} and that the negative credit bureau reporting for the months of XXXX, XXXX XXXX and XXXX XXXX would be removed. I was told on both XXXX XXXX and XXXX XXXX, XXXX that internal investigation requests had been submitted and that XXXX would recieve results within XXXX10 business days. Despite following up on many occassion in writing, I have yet to recieve results. I requested a copy of my promissory notes on XXXX XXXX, XXXX. I have not recieved a copy as requested. I have rquested a copy of all correspondence that was sent to me since XXXX XXXX and was told by XXXX as well as a supervisor, XXXX, that ACS would not and could not provide correspondence because it had already been sent to me and ACS does not keep a copy of correspondence. My loans are being reported as 165 days days past due on XXXX XXXX, XXXX and today I was told they are 168 days past due. Each time I call the loans are past due for a different amount, a different number of days, despite making payments on time for my current payment amounts.. I have contacted this company trying desperately to resolve my account without success or response.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-03

Ft Belvoir, VA

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

2016-06-03

Arco, CA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I received negative scores on my credit due to communication errors by the lender ( University XXXX Pennsylvania ) and the servicer ( XXXX, a division of XXXX XXXX ). I made a payment to the servicer XXXX XXXX but they failed to credit this XXXX account and gave a negative credit report that severly hurt my credit score. The XXXX website managed by XXXX that I traditionally used to make payments was not working, and I was directed to make a payment over the phone. When I made the payment over the phone they failed to credit the right accounts, and I was reported to the credit agencies as 30 days past due. In addition, when this account was first brought into repayment, I never received correspondence from the lender nor the servicer regarding repayment, indebtedness, and schedule of repayment and my account went into delinquency and I was given negative reports on my score.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-06-02

Interbay, WA

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

2016-06-01

Galena, OH

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: At the beginning of XXXX 2016 I received a letter from ACS regarding an error on my student loan payments advising of monies being applied to the principal based on this error. The document outlined that we may incur an additional tax liability due to the error. The good news is that ACS advised they would assist in determining the tax liability and pay for any additional money owed due to the tax liability. I have contacted ACS on the following dates and have been provided the same information that a Tax preparer will contact me in XXXX 3 days. During these calls they could not provide any additional information as to why the error has occurred but that the XXXX XXXX would be able to assist. XXXX XXXX ( did n't write down the name of the person ) XXXX XXXX ( did n't write down the name of the person ) XXXX XXXX ( spoke with XXXX ) XXXX XXXX ( spoke with XXXX ) I have yet to hear from a tax preparer despite my multiple calls and escalations requests. Our goal is to resolve the situation so that the additional tax liability can be paid ; however, ACS is not taking the outlined steps to help resolve this matter. Thank you for your assistance in resolving our issue with ACS.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-28

Atl, GA

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

2016-05-28

Arco, CA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I recently had a hard pull from ACS Educational Services , Inc. on my credit report. I am not familiar with ACS Educational Services. I did recently apply for a Direct PLUS loan from XXXX, however I noticed ACS is not a Direct servicer. I tried to call ACS but they only accept calls from current customers, which the system stated I was not. I have filed with the Ombudsman at XXXX as well, but I wanted to file a report here because my grad school financial aid has never heard of ACS Educational Services , Inc. and was not able to verify if they were a Department of Education contractor or not. I am not sure if that hard pull is related to the Direct loan or not.
Company Response: Closed with explanation

Disputed: Yes Timely Response