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 33
2016-01-26
Sarasota, FL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Don't agree with fees charged
Company Response: Closed with explanation
2016-01-26
Renton, WA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Don't agree with fees charged
Company Response: Closed with explanation
2016-01-22
Bloomington, MN
Communication tactics
Debt collection: Federal student loan
Frequent or repeated calls
Company Response: Closed with explanation
2016-01-20
Bohemia, NY
Can't repay my loan
Student loan: Non-federal student loan
Can't temporarily postpone payments
Company Response: Closed with explanation
2016-01-18
KY
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: ACS will not apply my payments equally to each of my loans. When I make a payment by check, they only apply the payment to XXXX loan, and the other remains past due. I then have to call them and go through, what is often, a lengthy, frustrating process, consisting of multiple calls to get the payments applied. I have paid {$1200.00} since XXXX and XXXX of my loans is 65 days past due. I can not get them to apply the payments properly.
Company Response: Closed with explanation
2016-01-15
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Company Response: Closed with explanation
2016-01-14
Northridge, CA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Company Response: Closed with explanation
2015-12-31
UT
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: I am an XXXX military member who financed a XXXX school education through private lenders. I was forced to pay the entire tuition up front.
The school was never able to properly train the students, and it eventually shut down before I was awarded a degree. I am now stuck with $ XXXX in debt and nothing to show for it. I spoke with XXXX XXXX XXXX at the XXXX XXXX Legal Assistance Office, and he referred me to the CFPB and Office of Service Member Affairs.
XX/XX/XXXX I began XXXX through XXXX XXXX XXXX in XXXX XXXX XXXX. This was a XXXX accelerated program which I was told would take 6-8 months to complete. To no fault of my own, I was continually faced with significant delays in my training due to poorly maintained and XXXX, lack of available instructors, etc. In XX/XX/XXXX, after 26 months of training, the school unexpectedly closed leaving myself and several other students unemployable with incomplete training and mountains of debt.
XX/XX/XXXX, the owners of XXXX XXXX XXXX filed for Bankruptcy under Chapter XXXX and I was settled with a significant amount of student loan debt for training I had not yet received. I was told by the Bankruptcy court that through Chapter XXXX Bankruptcy, no action could be taken against the owners and that private student loans could not be forgiven through bankruptcy. At this time we also learned that the school was not bonded as required, and that the State had been investigating the company for some time now. They had little to no assets.
The next several years were spent working on my XXXX XXXX through XXXX University and working as much as possible to support my wife and I and to pay off my debts, all while trying to figure out how to complete my education to qualify me for a job as a pilot. XX/XX/XXXX I learned of the XXXX program through the XXXX and began the application process right away. XX/XX/XXXX, I was selected, and just days after my XXXX son was born, I joined the United States XXXX. In XXXX I left for XXXX, and upon completion of XXXX I was sent to XXXX XXXX XXXX to attend XXXX. After becoming a XXXX, I successfully completed XXXX and started XXXX, which I completed and graduated from just last month as a XXXX XXXX.
The time since XXXX XXXX XXXX 's closure has been especially trying both financially and emotionally for my wife and I. It has placed a significant financial hardship on our family as we 've struggled to meet our needs, provide for our XXXX children, and have had to place all other financial goals on hold due to the substantial amount of student loans we are paying monthly. We pride ourselves on our desire to be financially responsible and to maintain a good financial standing and feel we have managed these loans to the best of our ability, however it is becoming increasingly more difficult to manage. We feel especially blessed and grateful to have found the avenue we have through the XXXX XXXX and we are pleased to be a part of the XXXX 's aviation family, however the reality is that we continue to face the consequences of the schools dishonest dealings on a daily basis and will for many years to come until we are able to pay off all of these debts and the substantial interest they 've been accruing. We sincerely appreciate any help or assistance you might be able to offer on our behalf and thank you for considering our claim and looking into this further for us.
Company Response: Closed with explanation
2015-12-21
Columbus, OH
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: I have mostly federal loans but I have a private loan as well. After graduation, my loan was assigned to XXXX XXXX. That was a great agency. The representatives were always helpful and explained things in detail. My account was then switched to ACS Education Services. I have experienced numerous communication issues with ACS. There is always a lag time between when I submit documents, the acknowledgment of receipt, and processing those documents. On XXXX XXXX, 2015, I resubmitted my Income Based Repayment application because of an error that I made. My payment date XXXX XXXX XXXX ) was approaching and I called on XXXX XXXX for the status of my application after checking the website. I was told the application had not been processed and was offered a temporary forbearance for my XXXX payment. I accepted that. I waited a couple of weeks and called XXXX. I was told my application was processed and approved XXXX XXXX. I did not receive notice of the application approval and was told the application was no longer useful because of the forbearance. I asked the agent, XXXX, if I needed to resubmit the application. She told me no and that she would resubmit it on my behalf. I waited and did not receive any correspondence from XXXX nor was anything updated on the website. On XXXX XXXX around XXXX p.m., XXXX called me ( I found this unusual ) to tell me that I needed to resubmit the IBR application that she originally told me I did not have to submit. I asked her why there was not clear instruction when I specifically asked and what I should do about my XXXX payment. My account was placed in forbearance again " as a courtesy ''. I resubmitted the XXXX application again on XXXX XXXX via fax. I have a fax confirmation. I checked the website XXXX XXXX and received a message that I should check XXXX XXXX. I checked the website on XXXX XXXX and called. I was informed by the representative that my paperwork was received but that it was still pending. I have not received any correspondence or communication from XXXX. I am beyond frustrated because I have had to spend a great deal of time trying to pay the money I owe at a rate that I can afford. ACS is difficult to deal with, has a poor website, and communication is lacking.
Company Response: Closed with explanation
2015-12-17
KY
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: This is related to a previous request, Case number : XXXX.
Based on the success of my previous request. I have requested that my co-borrower be released from my loan. ACS stipulates that I must make 24 consecutive payments for this to occur. However, since my payments were misapplied, ACS is not showing that I meet the stipulation.
If my payments are adjusted correctly and the overage balances are moved forward, I believe I meet the requirement for the co-borrower to be released. I would like to see a full audit of my account and payments, along with the stipulations of my loan, to have my co-borrower released from the loan. I would also like to know the stipulation of my loan in the event of the death of the co-borrower.
Company Response: Closed with explanation
2015-12-02
Clermont, FL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Received bad information about my loan
Company Response: Closed with explanation
2015-11-23
Hayward, CA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Company Response: Closed with explanation
2015-11-19
Clermont, FL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Complaint: As of XXXX/XXXX/2015, I have maintained part-time enrollment within XXXX University 's XXXX program. XXXX University is located in XXXX XXXX, FL. In early XXXX, I contacted ACS, my private student loan servicer to request a continued deferral on my private student loan account. ACS told me that they would process my deferral if I provided them with a letter of enrollment from my institution. I faxed a letter of enrollment to ACS on XXXX/XXXX/15 and XXXX/XXXX/15. I received successful verifications of the transmittal of the faxes to ACS. Despite this, ACS claims that they did not receive the fax and debited my checking account for the monthly payment of my private student loan. I e-mailed ACS a copy of the enrollment verification letter from my school on XXXX/XXXX/2015 since it is apparent that they have difficulty with not misplacing faxes. Today, I received an e-mail from ACS stating that they will not accept the " verification '' of my enrollment because the letter does not indicate my enrollment status. However, the enrollment verification letter does display my current enrollment status. I need your assistance in sorting out this letter because it is clear that ACS is attempting to thwart my attempts to defer my loan in an attempt to swindle money from a hard-working XXXX who is pursuing a graduate level degree. Notably, this is not the first time that I have had to file a complaint with your department regarding ACS and this private student loan account. Please reference your case-numbers : XXXX & XXXX & XXXX.
Company Response: Closed with explanation
2015-11-12
Denver, CO
Dealing with my lender or servicer
Student loan: Non-federal student loan
Having problems with customer service
Company Response: Closed with explanation
2015-11-10
Orlando, FL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Don't agree with fees charged
Company Response: Closed with explanation
2015-11-03
Point Arena Air Force Statio, CA
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Complaint: In XX/XX/XXXX, I took out a few private loans which to help cover the high cost of living in XXXX XXXX, where my school, the XXXX XXXX XXXX XXXX is located ( I earned a XXXX ). These loans were eventually consolidated ( without my consent ) into XXXX large loan which has since been purchased by ACS ( original lender was XXXX XXXX XXXX ). The lender has changed several times during this process but ACS has been the main servicer. Since graduating in XX/XX/XXXX, I have found work but none of it has paid very well. During this time, I have used as much forbearance, deferment, and income-sensitive repayment with this loan as I could just to get by ( paying interest only! ). When my income-sensitive payment plan ( ISR ) ran out this year, I tried to reapply through ACS. This is where things get complicated : The first time I submitted my application I was consistently told by a representative over the phone that it would be processed within 7-10 business days. I waited and waited calling every week to see if a decision had been made. When the decision was finally made, the information in my application was outdated by this time ( over 60 days ) so they rejected it and said I needed to submit a new, current, application. So I did. I called on XXXX XXXX to confirm they received it and a representative said that it would be processed by the XXXX. So I called on the XXXX and they confirmed that it was received and forwarded to the lender ( the bank/trust ). Expressing my anxiety to get it processed as soon as possible, the rep. informed me that since I was getting so close to default, I was eligible for two months worth of forbearance to give me breathing room. This was either a lie or a serious mistake because I received a letter in the mail a few days later informing me that I was denied forbearance because I had already used all that was available. Mind you, every time I call I am told it will only be a few days to process the application meanwhile months are passing with nothing getting resolved and default looming closer. Once I get the denial letter I immediately call ACS again and ask why I was denied the forbearance when the representative who suggested it confirmed that it was being applied immediately. Confirmed on the phone! Did I get a call back telling me that it was a mistake? No. Just more days passing while I try to figure out what the delay is. Meanwhile, after several weeks the application for ISR has still not been processed. When I call ACS again on the XXXX ( when I received the denial letter for forbearance ) I am told that they are putting ( yet another ) rush request on the application and that it will be processed within 3 days and that the person I talked to would call me back. This did not happen. I wonder what 's taking so long so I call on XXXX XXXX ( the last day day before the loan goes into default ) and I am told yet again that the application will be processed within 3 days. I ask why it was n't already processed now that it 's been 6 days since my last call. The representative does n't know. I ask to talk to a supervisor and after being put on hold I am told that nobody is available but that someone would call me within XXXX hours ( and another rush request was supposedly attached to the application ). I did not receive a call. As of this writing, I called XXXX more time to finally get all of this resolved and move forward so I can get the loan back in good standing. I talk to someone who seems to care about my situation and they again say that they 've forwarded my case to their supervisor and that I will get an answer within 3 days. They also inform me that I apparently qualify for an economic hardship deferment good for 3 months if my ISR application is denied. This would have been good to know earlier I say but I 'll take anything I can get at this point. The amount of duress this has caused is overwhelming.
Company Response: Closed with explanation
2015-10-30
Dublin, OH
Can't repay my loan
Student loan: Non-federal student loan
Can't decrease my monthly payments
Company Response: Closed with explanation
2015-10-26
Columbus, OH
Dealing with my lender or servicer
Student loan: Non-federal student loan
Need information about my balance/terms
Complaint: When beginning my college career at XXXX XXXX University, I had a federal loan. My second year I had missed a deadline and had to get a private loan. I came across ACS and they were willing to help me. I ended up using them throughout my years at XXXX from XXXX to XXXX and it was great. They recommended deferments etc. when I finished as I was not making a lot of money. Once I was no longer able to do push back any further, the nightmare began. I told them I could not pay what they wanted at the time and wanted to give them as much as I could. I even sent them my pay stub! Anything I could do to show them that I was just hurting and want to pay. Customer service as ACS is ridiculous. No one is willing to talk to you. help you, and they follow up on nothing. I continued contacting them on the same issues over and over and paid everything I could. It got to a point where I wanted to get a lawyer to help me. After hearing no response from ACS at all and just paying what I could on their ridiculous payments, fees, interest rates ... I receive a court letter claiming ACS is suing me. I had the opportunity to rebuttal and sent everything I could to the courts. All the emails between ACS and I, payments ... everything. I wish I could have the phone calls that they " record '' while attempting to speak with customer service. Well, my rebuttal to the situation was obviously denied by the judge because ACS is big business and no kid can stop them. I go to a lawyer to see my options. He says I can not file bankruptcy on private loans and I should just pay them! Not to mention this whole time while making payments and fighting with them I am being assessed a ton of fees on XXXX separate loans from them. So, finally we reach a point where we settle on a payment starting XXXX XXXX at {$210.00}. That 's great except it is all going to late fees and interest. Then XXXX XXXX they raise it to {$310.00} and that is all going to interest now. I ask them why it went up and all they can say is that that 's just how it is. I have {$170.00} TOTAL paid to my principal. Now today as we speak I have not missed a payment since we agreed to this settled payment amount ( well that lasted 1 year and was raised ) and now I go to schedule my payment and it is all zeroes and says " in collection ''. I am sorry if this story sounds long, jumbled, and crazy but I have been fighting with this company for so long that it really is crazy. I just feel like there is nothing I can do but sit back and get robbed with no help from anyone. These guys need to be shut down. I will tell anyone going to school do not mess with ACS. I saw consumer finance and this just seemed like a place who would listen and maybe give me a louder voice. Thanks for the great work.
Company Response: Closed with explanation
2015-10-26
South Florida, FL
Improper contact or sharing of info
Debt collection: Federal student loan
Contacted employer after asked not to
Complaint: had went directly to my employer with out ever contacting me, this has happened several times, even when i was in school.
Company Response: Closed with explanation
2015-10-20
Flushing, NY
Dealing with my lender or servicer
Student loan: Non-federal student loan
Don't agree with fees charged
Company Response: Closed with explanation
2015-10-15
Ionia, IA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: On XXXX/XXXX/15 I paid ACS education services {$340.00} out of my checking account. Instead of taking out {$340.00} they took out {$680.00}. I have called them them twice to inquire about when my monies will be put back in my account and they state " 24-48 hours ''. I have yet to see the money in my account. I have other checks outstanding and if they do n't put the money back in my account, i will be penalized by my bank. What they did was theft plain and simple and they are dragging their feet to correct it. My account # is XXXX.
Company Response: Closed with explanation
2015-10-15
AL
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Complaint: I spoke to a collection agent for ACS on XXXX XXXX. I informed the agent that I could my make my payments at their current amount. He informed me that, due to using 6 months forbearance in this calendar year XXXX it started in XXXX of XXXX, but they have my application date as XXXX XXXX ) I was ineligible. I asked if there were any hardship programs or reduced payments available. He put me on hold, came back a few minutes later, and said that they could apply forebearance to my account, starting now and running through XXXX XXXX. He went took more personal information and went through scripting asking if I still intended to repay the debt at the end of forebearance. I answered in the affirmative and he assured me the matter was resolved.
I received a call again today, XXXX XXXX, telling me my account was still past due, and that I was ineligible for forbearance of any kind. The agent told me that a supervisor had spoken to me last time, and that she was sorry for his mistake. I thanked her for her help, but informed her of my dissatisfaction and told her I intended to file a formal complaint.
Company Response: Closed with explanation
2015-10-14
Denver, CO
Dealing with my lender or servicer
Student loan: Non-federal student loan
Trouble with how payments are handled
Company Response: Closed with explanation
2015-10-05
WA
Dealing with my lender or servicer
Student loan: Non-federal student loan
Received bad information about my loan
Complaint: I have tried to work with my current student loan over a couple of years to receive contact information the the bank that holds my loan or to understand why I can not receive that information. I have not been receiving statements or information about my loan for several years & my student loan company has not providing me information. I recently reached out ( again ) to the company to understand more about my loan & my current interest rate. It took 2 months of run around to even get access to my account and when I did, I was shocked to discover it was XXXX points higher than I believed. I have asked to receive information about the interest rate or contact information for the bank that holds the loan. I was told I could n't not have it. ACS, as the servicer of the loan, could not make any changes, and did not have any information or contact to discuss the loan with the holding bank. I was repeatedly told I would just have to " find another bank. '' I do not understand why I can not speak to my current bank about my loan and potential changes, before seeking out another bank or refinancing!
Company Response: Closed with explanation
2015-10-01
Houston, TX
Dealing with my lender or servicer
Student loan: Non-federal student loan
Received bad information about my loan
Complaint: My complaint ( s ) :1. ) ACS has refused to answer the questions below. The questions are in response to XXXX XXXX XXXX statement to CFPB complaint # XXXX. Her response contradicts how delinquent items are to be reported under the FCRA.
My questions : -Reporting the date of last delinquency ; does it start from the date the account first went into non payment status ( i.e. payments were to begin XXXX but a forbearance is added on XXXX account is 2 months delinquent ; does the date of first delinquency begin on the month after the first payment was due PRIOR to forbearance or does it begin at the end of the forbearance ... no payment was ever made before or after )? Considering no payments were made ; does a forbearance negate the original date of delinquency and cause it to start after the forbearance?
2. ) ACS did not address why it is reported differently on the XXXX credit agencies. ACS stated this account is not being reported on XXXX. It is ... see below.
XXXX : ACS/XXXX / XXXX.
XXXX : XXXX / C/O ACS.
XXXX : ACS/XXXX.
3. ) ACS is telling me that I need to contact XXXX XXXX to resolve this issue. XXXX XXXX is no longer in business. All the numbers for XXXX XXXX ring back to ACS. ACS is telling me that they are not responsible for reporting because they no longer have the account.
Company Response: Closed with explanation