ACS Education Services

2016-05-10

Robertsdale, AL

Cont'd attempts collect debt not owed

Debt collection: Non-federal student loan

Debt was discharged in bankruptcy
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-10

Five Points, NC

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

2016-05-10

FL

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I signed up for email notifications with ACS. ACS agreed to provide me with email notifications when payments were due. ACS provided me a notification of a payment due on XXXX XXXX, 2015. From that point forward, I did not receive any notification from ACS of any payments due until approximately XXXX XXXX, 2015. On approximately XXXX XXXX, 2015, I received a phone call from ACS informing me that my account was severely past due. I asked how this could be, because I had not received any email notifications. I made a payment to bring my account current. Because I had not received any payment notifications from ACS in several months, it was my understanding either that my account was on auto-pay, or, that my account was otherwise in good standing. In my view, this constitutes a deceptive and unfair trade practice. It is deceptive for ACS to offer an " email notification '' option, wherein it represents that it will send a borrower email notifications when payments are due, and then not honor that representation. I understand how busy the CFPB is and I understand that you have many more compelling cases to consider. However, I believe that this merits investigation. To put it simply : A few months ago, I had a credit score of XXXX. I was going to buy my first house XX/XX/XXXX. I just pulled my credit report tonight and saw that, as a result of this ACS situation, my credit has collapsed to XXXX ( lower on certain reports ). This is devastating.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-06

Gloucester City, NJ

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-06

Groton, MA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I attended college in the XXXX in XXXX and XXXX XXXX XXXX in XXXX. I took out loans becuase I was an older student and did not have a college savings. I am STILL paying this loan, I was unemployed for a long period of time and then only worked part time for 5 years after my son was born. My current loan servicer, ACS, suggested I defer the loan at this time. It was not made clear to me at that time that the interest would still accrue and exactly how much additional was added to the total cost of my loan. Currently my loan balance is {$21000.00} and the anticipated time for payoff is 14 years from now. I will be XXXX years old when this loan is fully paid. I have never been able to secure a full-time position in the field XXXX, which is my XXXX XXXX XXXX chosen field. ACS has mislead me and they are absolutely horrid to try to work with. I have tried applying for a XXXX as I currently work XXXX. ACS informed me that the current XXXX loan I have ( also under their recommendation ) is not eligible XXXX XXXX XXXX XXXX. When I applied to change to a different loan that would qualify, they denied me. ACS acquired my loan in XXXX and I was informed by The XXXX office that my previous servicer was XXXX and I can not seem to locate a payment history prior to XXXX to confirm the validity of the current loan balance. Something does not add up, and I feel like I have been scammed in the worst way possible. I would very much like to apply for a XXXX XXXX XXXX XXXX program as well as change the servicer that I need to deal with. More importantly, what becomes of the last 16 years that I have paying on a {$21000.00} balance that seems to have remained the same? Even large corporate banks will " settle '' for lessor amounts due to changes in financial situations, but this is n't an option for a student loan? I understand that the loan has has previous unemployment deferments and forbearance, however the numbers still do not seem to add up. I would like to pursue legal action agains ACS for their deceptive practices and failure to provide a service. Potentially I would also pursue state mandates to protect college graduates from falling into this trap, perhaps colleges should be held accountable for the degrees they offer, perhaps offer a different degree or classes at no charge if you are not able to secure employment. No one should be paying for a student loan when they are nearing XXXX age. More needs to be done to protect people from deceptive businesses like ACS. Can you please help? Thank you
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-05-06

Astoria, NY

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

2016-05-02

FL

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: I have a private student loan from ACS and have experience several issues and inconsistencies when paying for my student loan. First, I do not deal with ACS directly but with an establishment called XXXX XXXX. XXXX XXXX automatically debits from my debit card for payments to the ACS owned loan. As much of an convenience this sould be, XXXX XXXX has failed to debit my account for payment on several occasions. When this occurred I was never notified the account was past due until 30 to 60 days with a phone call from a representative from XXXX XXXX. However, if it was 30 days late instead of asking for the past due amount of XXXX dollars. I was yelled at and requested to provide a payment of XXXX dollars at a time. When I asked how this number came to be, I was told about the past month, the next month. If my math serves me correct that would be a payment of XXXX dollars. So I would not pay they allowed me to pay the miss payment and set up my account for debit for the follow ( next ) payment that was due in several days or weeks. This unfortunately has happened again however this time we went almost 2 years with no issues. On XXXX and XXXX 2016 my debit card was flagged for suspicious activity and reissued a new card. That means ACS / XXXX XXXX did not receive a payment for XXXX or XXXX 2016. However they had bank account and routing number info as well in order to make payments. This did not occur and I received a phone call for XXXX dollars. Everytime they call it 's a new large crazy number they know I would not be able to pay. Then they stated they have a new deal for restructuring my loan since I went 2 years with no payment issues. I was told to XXXX XXXX as a new monthly payment. I asked about the late charges and late payments, with a request to have them removed off the credit report. I was advised with my new restructuring of the loan those late payments would be removed and just paying a flat fee would ensure that. I was advised to electronically sign the new deal and provide a new payment. I went to read the new deal and actually due to their website could not read the contract but it only provided a table of sorts about how it works. I signed this deal and provided payment. A month later checking my credit report late payments of 150 days was report and the credit score dropped at the worse time. I 'm in the mist of buying a house for our new family. But even though only XXXX and XXXX were missed ( even with me paying a large payment to catch the account up and reflects on the pdf ) my credit report states I am currently ( as of XXXX ) still 150 days late on payments. However, the credit report and reporting from ACS states I made full payments in XX/XX/2016. Again going back to my basic math, I did not know 150 days were in XXXX and XXXX combined, I guess 2016 was a very large leap year. On this pdf attach you will see XXXX payment XXXX and XXXX XXXX payments. XXXX of those XXXX payments for XXXX dollars for XXXX and XXXX plus an amount down for restructuring the loan for a lower payment. I have complied with every wish and demand of ACS and XXXX XXXX only to be let down once again and given the run around.ACS and XXXX XXXX both record their lines when on the phone with customers. If you request XXXX XXXX, 2016 between the times of XXXX and XXXX, you will hear a conversation with me and their representatives about removing the late payments per the new contract and a letter stating they would on XXXX XXXX, 2016 the next opportunity to report to the credit agencies. This did not occurred and another phone conversation for XX/XX/2016 at approximately XXXX stating ACS and XXXX XXXX will not do this as agreed. And I could write a letter but that 's not a guarantee they will fix the error as previously agreed to do so. No contact about these late payments were given
Company Response: Closed with explanation

Disputed: No Timely Response

2016-05-01

NM

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Complaint: I have several student loans that i just now have been notified that are in default. I was never alerted of being delinquent or that repayment of the loan had started. The first notice i received was from a debt collector stating that I was in default on repayment of my loans! I 've attempted to contact all/ each service provider and keep getting the run around : either ( 1 ) trying to get me to pay a ridiculously high amount or all the loans ; or ( 2 ) claiming to not have information regarding getting out of default by rehabilitation, consolidation, or getting into any income based/ income contingent repayment.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-28

Mahwah, 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

2016-04-27

Boston, MA

Dealing with my lender or servicer

Student loan: Non-federal student loan

Having problems with customer service
Complaint: Even though I have been a XXXX since XXXX, my student loans started coming due a few months ago because of a promptly fixed error at XXXX ( where I am currently enrolled as a XXXX ) that briefly reported me as XXXX for Fall. I fixed the problem and ACS sent me letters reporting that they received my status and that my loans were on deferment. However, apparently this only applied to my federal loans ( ACS I think only just represents both my federal and private loans ) and this was NOT mentioned in the letter, which suggested all of my loans were deferred. I only found out recently that my private loans are still considered delinquent and I have received an array of misdirection and delays from ACS regarding this issue, even though I call them and XXXX XXXX ( whom I believe holds my loan ) on a weekly basis now. A statement I received today says that unless I pay all of my " delinquent '' payments by Thursday they might refer me to collections and potentially demand the full amount of my loan -- approximately XXXX ( it 's a " Right to Cure '' notice, whatever that means ). The text of these notes is always buried beneath tons of confusing information, so it has been extremely difficult to keep track. I have never received anything resembling a formal letter from them about the delinquency -- this information was hidden in statements. In general, I feel like somewhere I received some bad student loan advice and possibly made some errors along the way. XXXX University in XXXX, where almost all of my loan debt came from, at one point issued me a flat, massive check for double my student loan amount then asked me to return half of that amount a month later ( thank god I 'm responsible -- I had no idea this amount was an error because I did not need loans during my XXXX career and XXXX costs of living are so ridiculously expensive ). XXXX also persistently printed my name as XXXX XXXX when contacting me about student loan issues and printed all of my checks with my name reversed ( or as XXXX, XXXX ) even though I faxed my loan companies corrections several times. I am even a tad bit skeptical that I required private loans in the first place, though I was told that I had hit my cap on federal loans for my XXXX program -- which might have been true. I have XXXX federal loans ( currently at XXXX and XXXX ) and a private loan at XXXX. I know that XXXX had some terrifying student loan scandals in their financial aid office shortly after my time there, but I do n't believe the companies I used were implicated directly. The culture in general did seem to push me towards private loan companies, however. The XXXX University Financial Aid Office was horrifically inept and even though I regularly tried to contact them, I never received any helpful advice or support. In general and partially as a result of XXXX 's bad service, I chose XXXX XXXX because of their quick and easy customer service ( loans are confusing ). Once XXXX XXXX shifted to ACS, I became horribly confused with everything and their customer service quality dropped. I am not completely sure I have documentation of everything -- ACS spams me with confusing mail regularly, at one time including in the same envelope a buried note saying I was in deferment and another buried note saying I was overdue, and the XXXX University conversations were usually in person, over the phone, or via my now deleted XXXX University email address. Information from ACS is hard to sort anyway since it is always buried in fine print and their letters are never formatted as letters, just financial statements with letters hidden inside. That said, I might have a lot of this information lying around still. I try to save whatever I can now. Anyway, sorry for all of the backgroun
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-26

Hendersonville, TN

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

2016-04-21

Gretna, LA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: Yes Timely Response

2016-04-21

Malden, MA

Can't repay my loan

Student loan: Federal student loan servicing

Can't decrease my monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-20

Portland, OR

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-04-20

Oxnard, CA

Can't repay my loan

Student loan: Non-federal student loan

Can't decrease my monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-20

Birch Run, MI

Dealing with my lender or servicer

Student loan: Non-federal student loan

Trouble with how payments are handled
Complaint: So much of my payments go towards interest rather than principal. At times, when I would pay more than my required monthly minimum, that extra money went directly towards interest. The first year and a half that I began paying ( 2011 ), all of my payment went towards interest and nothing went towards the principal. Is that normal?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-19

Kendall, FL

Can't repay my loan

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-04-19

Mesa, AZ

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

2016-04-19

El Paso, TX

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Don't agree with fees charged
Complaint: I graduated from my university and XXXX in the military in XXXX. I should have the 6 % interest rate on my student loan according to the Servicemembers Civil Relief Act ( SCRA ). ACS Education Services has my interest at 6.8 % and told me that they need a copy of my orders to verify that I am in the military. I emailed them a copy of my XXXX XXXX XXXX in XX/XX/XXXX ( showing my XXXX as XXXX XXXX ) as well as my XXXX ( XXXX XXXX, XXXX XXXX ) showing that I will be in the military until XXXX. They rejected both of these documents for " title and authority '' because they wanted the rank and branch spelled out. However, every military document has the rank or branch abbreviated. I asked what specific DA/DD form they accept and they keep saying " military orders. '' I 've given them several different military documents and orders that show my full name, SSN, and service dates yet they keep getting rejected. It is illegal for them to reject official DOD documents and forms. I believe this is their way of scamming the system to prevent service members from getting the lower interest rate. My 6.8 % interest rate needs to be corrected to 6 %, back-dated to XXXX XXXX, and the entire loan amount owed should be corrected based on the 6 % interest instead of the 6.8 % applied over the last six years. They have been overcharging me for the past six years and I should get the amount paid on the 0.8 % refunded.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-15

Malden, MA

Can't repay my loan

Student loan: Non-federal student loan

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

Disputed: No Timely Response

2016-04-15

Alexandria, VA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

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

Disputed: No Timely Response

2016-04-14

Portland, OR

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

2016-04-13

Akron, OH

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

2016-04-13

MD

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Having problems with customer service
Complaint: I questioned them about a 60 day lateness on my credit report from XX/XX/XXXXand explained that I have been on XXXX XXXX since XX/XX/XXXX. So I was either in an XXXX status or XXXX XXXX status. They stated they were not showing a lateness in their records. They asked me to send over a copy of my credit report so they can have it removed. My first call was XXXX XXXX, XXXX and email. My next email was XXXX XXXX, XXXX. On XXXX XXXX they responded and requested another copy of my credit report. On XXXX XXXX XXXX I sent another copy of the credit report. I have not heard anything and the items are still showing on all XXXX credit reports. I would like for them to remove the derogatory items from my credit.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-04-13

Bremen, GA

Dealing with my lender or servicer

Student loan: Federal student loan servicing

Need information about my balance/terms
Complaint: On XXXX XXXX, I went to studentloans.gov to consolidate my loan. XXXX XXXX has already submitted the XXXX to XXXX and that loan has been consolidated. However, ACS Education is refusing to provide the XXXX ; therefore delaying the consolidation. It is supposed to take 30 days, and it has been way longer than that. This consolidation is necessary as it affects my debt to income ratio for qualifying for a mortgage. I am unable to get approved for a mortgage until they do. Is there anything that you can do to help me expedite this request.
Company Response: Closed with explanation

Disputed: No Untimely Response