ACS Education Services
Consumer Complaints
There are over 1220 complaints on file for ACS Education Services. Dated between 2019-12-03 and 2012-04-23.
Complaints Page 32
2016-03-16
Cheverly, MD
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Complaint: I 've been trying to submit at economic hardship deferment since XX/XX/XXXX and have sent them via email my paperwork including pay stubs. I gey a receipt that they 've received it but when I call they have no record of it. I 've also usually made my payments using my debit visa ans apparently that 's changed because 2 payments ( with interest added of course ) were rejected and I was told over the phone I have to use my routing and account numbers. XXXX is an awful customer service rep. She set up a second deferment/forbearance request but could n't or did n't access my pay stubs and now my loan is in default. If there 's a way to consolidate my XXXX loans into XXXX with another company I 'd be willing to pay a higher interest rate because ACS is a TERRIBLE company to deal with and their people either do n't care or are n't trained well or both.
Company Response: Closed with explanation
2016-03-16
Los Angeles, CA
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Received bad information about my loan
Company Response: Closed with explanation
2016-03-16
Greenville, SC
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Company Response: Closed with explanation
2016-03-15
Watkins, CO
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Company Response: Closed with explanation
2016-03-15
Lk Buena Vis, FL
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Received bad information about my loan
Complaint: XX/XX/XXXX/XX/XX/XXXX, I submitted an IBR re-request on my loan accounts. I have several loans through various servicers. ACS is the only one that requires me to submit paper documentation and to fill out forms and fax thing to them. All of my other loans allow me to access the Federal Financial Aid portal and click a few buttons, connecting me to the IRS for tax return verification and then submit.
Over a period of 6 months, I went back-and-forth with ACS over submitting documents and then waiting, and then being told they were wrong. This went on until XXXX XXXX when I finally was so frustrated that I got my file escalated to a high-level supervisor who told me that their underwriting department was at fault, that they had reviewed my loan documents incorrectly and that my IBR was approved.
In XXXX XXXX, my husband and I applied for a mortgage. At that time our credit was pulled and I discovered that ACS was reporting me delinquent for 60+ days in XXXX XXXX. I knew this was directly related to the debacle over having my IBR approved and I submitted a copy of the credit report by email and requested an explanation. I never received a response.
In XXXX XXXX, we put in an offer on a property and a new credit pull was performed. The error was still on my record and ACS had still never responded to my complaint. I made another set of phone calls and I finally received a phone call from XXXX XXXX around XXXX XXXX saying that my complaint had been escalated and he was going to conduct a review. As of XXXX XXXX I was informed that ACS admits that they have been falsely reporting the credit delinquency on my report for over a year now and that they will fix the issue.
However, I am now closing on a loan in 15 days and although I have contacted ACS again to beg them to expedite the request to provide me with a letter to the credit bureaus correcting the error, they are refusing to move any faster than their procedures allow.
My loan officer has informed me that since this is the only delinquency on my otherwise-excellent credit, that this error could be costing me at least .75 to 1 % on the mortgage rate we have been quoted, which is approximately $ XXXX in interest over the life of the loan.
I informed ACS that I am an attorney, I work in the mortgage lending industry, and I am very aware of the consequences for violations of the Fair Credit Reporting Act.
I am demanding that all costs associated with my loan for the additional interest and late fees that I was charged are immediately reviewed and credited to my account. Further, I expect that ACS will be responsible for any costs and damages associated with the false reporting on my credit, as this has likely not just affected my mortgage rate but also the rates for homeowners insurance, car insurance, and credit cards that I have paid over the last year. Unfortunately, I can not quantify anything other than my mortgage rate. If I do not have this resolved sufficiently in time for my closing, and ACS agrees to pay any costs associated with this grievous error, I will not hesitate to take further and more aggressive action to pursue my damages.
It is extremely frustrating that a company like this, that is so incompetent and borrower-unfriendly is allowed to remain in business. Consumers have no rights to select or change loan servicers. If I did have the choice, I would have switched away from ACS years ago. I never have a positive experience, I am always blamed for not knowing how their internal procedures work, and I am treated like the errors are my fault. No one has ever apologized for any of the serious errors that have been committed.
Company Response: Closed with explanation
2016-03-14
Boulder, CO
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Company Response: Closed with explanation
2016-03-14
Bda Blondet, PR
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Trouble with how payments are handled
Complaint: For the second year in a row, I have submitted my Income Based Repayment Forms as per the Instructions for Submitting the Request included with the form ( see attached ). I sent it via fax in XX/XX/XXXX in order for it to be processed by XX/XX/XXXX. I believe it is absurd to have to submit the paperwork three ( 3 ) months in advance in order for it to be processed ; nevertheless I followed the instructions given.
Once again, I am forced to resubmit the paperwork by email ( an option that is not available on the Instruction form ) and I have to wait 7-10 days for the email request to be processed. It will then apply to my XX/XX/XXXX statement, forcing me to agree to forbearance as I can not make the required payment for XX/XX/XXXX ( which is why I am asking for IBR option in the first place ). This means that the interest for this month will be capitalized to my student loan because of ACS 's negligence in processing my timely request for IBR. Attached are the forms I submitted on XXXX XXXX for my XXXX XXXX payment, along with the fax confirmation that ACS received the paperwork.
In XX/XX/XXXX, the same thing happened. I submitted the paperwork in XX/XX/XXXX for IBR by mail and they also indicated they had not received it. I resubmitted by fax and again they indicated they did not received it. This caused negative reporting on my student loan and again, the only other option available was to request forbearance and have the interest capitalized on my loan. They processed my request in XXXX XXXX after multiple attempts to have my request processed.
As you may know, it is hard enough dealing with repayment on student loans that ACS has to add to the burden by having unreliable methods of communication, requesting unreasonable efforts on behalf of the students to submit a simple form and by forcing students to have the interest capitalized when ACS has failed to process and IBR request by only offering forbearance as an option.
Remove any negative reporting during XX/XX/XXXX, apply any interest capitalized as a result of ACS 's negligent servicing of my student loan to my loan principal, add the email address ACS uses to process the request to the " Instructions for Submitting the Request ''.
Company Response: Closed with explanation
2016-03-10
Bethlehem, PA
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Don't agree with fees charged
Company Response: Closed with explanation
2016-03-10
N Hollywood, CA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Company Response: Closed with explanation
2016-03-10
Bellaire, TX
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Need information about my balance/terms
Complaint: I have been trying to consolidate my loans since XXXX of 2015. ACS is saying they are making an adjustment so my loans are showing a XXXX balance which stops me from consolidating. Now while they say I am at a XXXX balance, I am still required to make payments ; they can even send me a schedule of those payments. When I call about the situation, I am placed on hold for over an hour with no one picking up the call. They have not time frame for when the adjustment will be made. They simply say we are working on it and it is our policy to not give a timeline. This is stopping me from consolidating.
Company Response: Closed with explanation
2016-03-10
Rochdale, NY
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: I would like to file a complaint about my loan servicer ACS educational services. I submitted an IBR form online which was not accepted electronically. I submitted hard copies of my XXXX as well as their form. The years have not processed it. I repeatedly spoke to them and resubmitted the former following their instructions and their guidelines. They keep sending me reasons why they can not process my IBR. I have not had this problem with my other loan company XXXX XXXX.
Company Response: Closed with explanation
2016-03-09
Lafayette Hl, PA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: I have a student loan owed to ACS ( XXXX XXXX and XXXX ) - around {$2800.00}. I am a XXXX XXXX XXXX at the moment. I have sent School Verification Letter to ASC, however it has been updated to ACS system. I am able to pay back this student loan from XXXX, 2017 when I finish my XXXX ( XXXX ).
Company Response: Closed with explanation
2016-03-08
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Company Response: Closed with explanation
2016-03-05
Fort Stockton, TX
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Complaint: ACS-XXXX currently holds my students loans. I have been on income based repayment for several years. The XX/XX/XXXX tax return were substantially higher, {$36000.00}. However, I have sent the paperwork they request six times, twice by certified mail. I have all copies of multiple emails and paperwork they requested to help them understand that change in income was due to an inheritance of {$36000.00} that was used to pay off credit card debt. Additionally, I have explained to them, sent multiple copies of my current year 's income as they requested. I also have explained that due to my accountant not filing my tax returns until XX/XX/XXXX for my sole proprietorship showing that I must pay the IRS {$19000.00} in taxes for XX/XX/XXXX tax year with the added responsibility of {$4000.00} in estimated quarterly taxes that were not paid as we have always had a return not owing money. This amount, {$35000.00} leaves me with no money to pay anything. I have made arrangements with the IRS for payments which are {$2500.00} per month. ACS-XXXX has requested an IBR six times and I have provided it six times. I have sent them by certified mail. Each time I send the requested information over and over they send the exact same paperwork stating : Are you having problems paying your student loans? See you qualify for any of the below assistance. It is as if they do not read anything I send them. Due to this constant requesting and submitting paperwork since XX/XX/XXXX they have severely damaged my credit while never acknowledging the receipt of the forms I have sent at their request. It is impossible for me to establish a repayment amount if they simply keep sending the same paperwork over and over and offering absolutely no resolution or payment options, only late fees and reporting it to my credit.
I need someone that will represent the consumer and protect me against their ignorance of sending the same papers over and over and causing me further financial damage because they are not aware of what they are supposed to do or acknowledge any compliance with their request. I will not talk to them on the phone and have repeatedly told them that due to their actions all communication must be in writing so I have document ion on paper. They only send the same forms over and over. It is as if their staff has no clue what the other staff send. Please advise what action can be taken to resolve this issue and require them to correct the damage they are doing to my credit.
Company Response: Closed with explanation
2016-03-02
Bess, AL
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Having problems with customer service
Company Response: Closed with explanation
2016-03-01
Saint Paul, MN
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Don't agree with fees charged
Company Response: Closed with explanation
2016-02-28
Brooklyn, NY
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Don't agree with fees charged
Complaint: I would like to know why the amount of money going towards the principal of my loan ( ACS Eduacation FFEL ) versus interest on my account is so wildly different month-to-month. In the instance of XXXX 2015, my entire payment of {$170.00} went towards interest, while in XXXX 2015 it was only {$67.00} of that same amount. Obviously this fluctuation is of concern, as no money went towards my principal in that month. These payments were all made on time, so I am curious why this variance is in play -- as my loans from other lenders have very little variance in the ratio of principle to interest month-to-month.
Company Response: Closed with explanation
2016-02-27
Columbus, OH
Dealing with my lender or servicer
Student loan: Federal student loan servicing
Received bad information about my loan
Complaint: I took out federal subsidized and unsubsidized student loans when I went to XXXX University. I graduated was accepted at XXXX University XXXX XXXX where I took out the same federal loans, and also XXXX Plus loans. In XXXX 2015 I called XXXX to ask about a PSLF consolidation because I work at a nonprofit. I sent the application in on XXXX XXXX, they said they got it on XXXX XXXX. On XX/XX/XXXX, I got a letter from them about the consolidation, but the information was wrong, so I called. None of my loans with my ACS servicer were included in the consolidation, but the rest were. All are eligible, the only difference is the servicer. I spoke with a XXXX worker named XXXX, who told me that ACS is giving XXXX " a hard time, '' and that ACS does n't want me to consolidate those loans. ACS wrongly informed XXXX all my loans had a XXXX balance except the XXXX Plus loan, and they said that loan was ineligible. XXXX asked if ACS is collecting, and they are. None of the loans ACS services are either ineligible or have a XXXX balance, they are exactly the same kind XXXX included in the consolidation. XXXX said, " They ca n't have it both ways, tell us you have a XXXX balance and then collect from you. '' She said I have a legitimate complaint with ACS, but XXXX could do nothing about it. ACS will not give XXXX the information they need, so I had to cancel the consolidation and call ACS. XXXX said I could reinstate the consolidation application when they have the information from ACS. I called XXXX on XXXX, and they said they got XXXX 's request on XX/XX/XXXX, but it would take up to 30 business days to submit the information. I asked for an email confirming that. The said it would take XXXX hours to send it, but they would. On XX/XX/XXXX, I still did not have an email confirming they would send the information to XXXX, so I called ACS again. They said the same thing. I again asked for an email confirming that, and they agreed. It is XX/XX/XXXX, and I still do n't have an email from ACS I tried to file a complaint with the Ohio AG, but their website has been down the last two days. ACS refuses cooperate with me or XXXX, they are not complying with the terms of my loans that allow me to consolidate.
Company Response: Closed with explanation
2016-02-26
Lewisville, TX
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: Called on XXXX/XXXX/16 for a payoff amount on XXXX loans serviced by XXXX and was quoted an amount which I paid that day. Payment was posted XXXX/XXXX/16. Called back to verify that loans were closed and was informed that XXXX loans were still open. The loans that were open were the loans with the highest interest rate. Billing statements had a preprinted notice that any additional amount paid would go to the highest interest accounts first. Called back to ask about why loans were still open and was told that XXXX loans were over paid. Had I NOT called and asked, I would have had XXXX opens that were open with the highest interest. I should not have had to call and make this correction because of your poor systems.
Company Response: Closed with explanation
2016-02-25
Brookside, NJ
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Company Response: Closed with explanation
2016-02-24
Santa Monica, CA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: I have reached out to ACS three weeks ago about having issues making payment on my loan. They informed me of some sort of income driven repayment and said they would send me an application. I am now a week overdue and I have not received the application. This unfortunately is not the first time I have had to deal with this type of issue with ACS and am finding them sending documents late a recurring issue. I always have to call, sometimes up to three times to get them to finally send me the document I need. This creates my account to go past due and I am then penalized. ACS needs to be a little more on top of sending me the documents I request so I can stay current.
Company Response: Closed with explanation
2016-02-16
Billerica, MA
Cont'd attempts collect debt not owed
Debt collection: Non-federal student loan
Debt is not mine
Complaint: I was XXXX at XXXX XXXX from XX/XX/XXXX-XX/XX/XXXX. I have a XXXX XXXX that was further compromised by XXXX which severely limited my cognitive functioning. Due to the impact this had on my XXXX I was not able to sign or make financial decisions independently. The school recommended I fill out loan applications with their " trusted providers '', one of them being XXXX XXXX XXXX which filed for Bankruptcy XX/XX/XXXX and no longer exists. I never received any documents that informed me 1 ) that the loan was approved and 2 ) a check or wire transfer for the funds/loan they are now collecting on.
I became aware of the possible discrepancy after being denied for a mortgage, and requesting copies of my student loans applied towards my XXXX tuition from the school financial services office. The ACS private loan did not appear and I can confirm that a check was never received or deposited to any account of mine.
ACS claims they will try to research the issue, sending me a copy of the promissory note and a copy of the disbursed check that will tell me how the funds were delivered and to whom. Since I have XXXX % proof that I never received or signed for a deposited loan, I am requesting that ACS discontinue their credit reporting until they can provide the necessary financial documents that prove this loan is mine and the funds were deposited into a bank account by me.
ACS claims that their process takes " 30-45 '' business days and demanding I continue making payments while I attempt to validate this loan. I demand they put a HOLD on my account until the proof is provided.
The loan is currently a {$40000.00} debt which my father has paid in error for the last few years, believing it was something I may have taken out myself. Due to the seriousness of this issue and possibility of fraud implied, I demand that ACS expedite their standard process for recovering the requested data and cease all credit reporting activities until then.
Company Response: Closed with explanation
2016-02-16
WA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Keep getting calls about my loan
Complaint: On XX/XX/2016, a woman called my cell phone, and said she was calling from the student loan company ACS, and had information for me.. She asked for my birthday and home address, which I did not give to her, and she would not tell me the purpose of the call until I supplied her with my birthday, XXXX She said I could call ACS to get the information and had a phone number for me, which I did not take. Instead I called ACS myself ( as I do have both private and federal student loans with ACS, https : //www.acs-education.com ), and they told me no one from ACS had tried to contact me, and that they do NOT have my cell phone number ( they only have our landline ). The phone number the person calling used was XXXX, which ( from a XXXX search ) appears to be used regularly for this purpose. I 'm concerned that this person not only knew I had a loan with ACS, but they also had my cell phone number.
Company Response: Closed with explanation
2016-02-12
Unity Plaza, CT
Dealing with my lender or servicer
Student loan: Non-federal student loan
Keep getting calls about my loan
Company Response: Closed with explanation
2016-02-04
Arlington, VA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: ACS has been applying my entire monthly payment only to interest and allocating XXXX to the principal.
Company Response: Closed with explanation