ACS Education Services

2018-08-06

Alexandria, VA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-07-25

NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Don't agree with the fees charged
Complaint: I was charged {$3000.00} fee in 2010 and was told by ACS that there was nothing that I could do about it. I had been out of work off and on for 5 years. In late 2010 I finally found steady employment after moving to North Carolina. Not only did I receive excessive fees, but my interest rate was raised to 5 % from just over 3 %. Now ACS has changed to Conduent and apparently no longer service my loan as I tried to log on to pay my bill. I also just jacked my credit app and who ever they gave my loan to has jacked up my interest rate to 7.75 %. I need help. I would greatly appreciate assistance in dealing with these crooks.
Company Response: Closed with explanation

Timely Response

2018-07-24

Bache, OK

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-07-18

Long Beach, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-07-11

Mableton, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Company Response: Closed with explanation

Timely Response

2018-07-10

Raymond, NH

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Complaint: Having trouble with conduent who is the loan servicing agency for XXXX. We took educational loan from XXXX for our daughters college education and then repaid it on XX/XX/2018 by refinancing it with XXXX XXXX for better rate. We called them after to make sure the loan has been paid off in full and they told us that we overpaid around {$5200.00}. They assured us that it will take 60 days to refund the amount. We waited for 60 days and more and called them again on XX/XX/18 and they told us that account was frozen so now they will send the request to refund. Called them again on XX/XX/18, we were told that still waiting for the approval from XXXX since the amount is over {$5000.00}. Called again on XX/XX/18 and was told that the 2 Cheques for {$3900.00} and {$1300.00} totaling to {$5200.00} were sent on XX/XX/18 as a refund and I should be receivng them shortly. Waited whole week and called again on XX/XX/18. To my surprise, I was told the same story again that they are waiting for approval from XXXX for refund and no Cheques were sent. Asked them to transfer my call to a supervisor and was told that they are all busy on other calls and took my number so they can call me back and they never called back. I hope XXXX understands that they owe me interest on my money they are holding for no reason as it is not a small amount and that amount is supposed to be used for my daughters educational loan repayment. Since they charge us interest on the money they lend us then they should be paying interest on the money they are holding back. Please help us in getting our money back from them with interest and compensation for time and energy spent in calling them and talking to the customer service professionals who will give us different answers each time. They are incapable of giving any right answers. We are very disappointed with this company and probably will never work with them again. The above complaint was closed with a response from company saying that they have issued and sent a Cheque to XXXX for the amount of {$5200.00} on XX/XX/2018 but to my surprise the funds have not been received by XXXX till today XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-07-09

Scottsdale, AZ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Received bad information about your loan
Complaint: Please note that anything I say here, I will say under oath in court. This is 100 % truth and we swear on the lives of our children that we are being honest and sincere. In XXXX, our student loan was under forbearance through XX/XX/XXXX. I remember getting the confirmation in the mail in the summer and double-checking that it was for this loan. I remember vividly the relief I felt when getting the forbearance, as we are struggling with unemployment in our family. In XX/XX/XXXX, I submitted another forbearance form for XXXX as our struggles continued. In XXXX, we received a default notice from XXXX, a collector for ACS. This destroyed us in many ways. Primarily because of the shock of it - we were under forbearance! We worked so hard to rehabilitate our loan back in XXXX, that we were being very careful. Common sense alone says that we wouldnt have ignored this for 270 days - which is what is needed to default on a loan. I asked both ACS and XXXX to do an audit of your forbearance system, as ours apparently slipped through the cracks after we received the approval letter in the summer of XXXX. Plus, we would have received almost 9 months of collection letters and probably collection calls almost daily. We did not. Why? Because we were in forbearance. Again, common sense, we still had 24 months of available forbearance time on this loan. Why would we ignore ( 1 ) 270 days of collection calls ( 2 ) 9 months of mail and risk defaulting on a student loan where it only took one forbearance form to relieve us of that? Even circumstantial evidence shows that something went haywire here. Again, please remember that Id say this same thing under oath. This is not one of the common excuses that Im sure you may hear routinely. Ill swear my life on it. This is not a mistake that we can live with, as it has a devastating effect on the financial future of not only the two of us, but our kids and extended family. We are sending this correspondence directly to you instead of XXXX and ACS this time. It has been evident that they have brushed off our request as a borrower just seeking to get a free pass from default. It's evident they didn't do the dirty work and they're putting the burden of proof on us to fix their administrative error. They've been garnishing our wages for over a year and they have ignored all of the common sense, circumstantial evidence, their administrative errors and have just bullied us by not seeing that this is not our fault and we should have been in forbearance status. This type of thing is why ACS was sued in a class action suit in XXXX and ultimately had to be sold. We are victims of these practices and are seeking CFPB 's help.
Company Response: Closed with explanation

Timely Response

2018-07-07

Boston Clg, MA

Written notification about debt

Debt collection: Private student loan debt

Didn't receive enough information to verify debt
Company Response: Closed with explanation

Timely Response

2018-07-07

OH

Attempts to collect debt not owed

Debt collection: Federal student loan debt

Debt is not yours
Complaint: I XXXX XXXX have tried to invalidate several negative collection accounts placed on my credit bureau from a company called ACS EDUCATION SERVICES. My attempts to obtain proof that this agency was even in the chain of ownership on several student loans has fallen on deaf ears. I hereby submit a qualified written request for all education loans either posted on various credit bureaus, or loans that ACS EDUCATION SERVICES states they had a right on servicing of said accounts. A qualified written request ( QWR ) will either validate or invalidate the right to my personal information, either from a collection stand point or an ownership. If a QWR can not be submitted, it means that ACS never had a position on any of my student loans and that my file ( s ) must be purged and all references to a collection process on my credit bureaus must be deleted immediately. The US Department of Education will be notified of this request as well.
Company Response: Closed with explanation

Timely Response

2018-07-07

OH

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: The major credit bureaus such as XXXX, XXXX and XXXX XXXX have an obligation to the public for honesty, that mandated through the Fair Credit Reporting Act. The credit reporting agencies have a strict subscriber agreement to those companies, banks, credit card companies and collection agencies to abide by the laws of the Fair Credit Reporting Act, Fair and Accurate Credit Transactions Act, and the Fair Debt Collection Practices Act. However, debt collectors for student loans break the law continuously. Take ACS EDUCATION SERVICES for one. This agency has never shown proof that they were ever granted collection rights from a securitized trust where all of my student loans were owned. However, upon obtaining my student loan information, I never made one payment to this agency as my loans were always in deferment while I finished school. However, this agency, upon obtaining my information without a right to report it without servicing rights or ownership rights, and this same agency took my information and posted immediate 90-day late payments across the board on at least six separate accounts. This abusive practice by student loan collection agencies is abusive, and I have been the victim of an agency that in my belief had no rights to servicing or ownership. Accordingly, this agency has violated my rights under FCRA and the subscriber agreement they signed with all pertinent credit reporting agencies. These accounts must be deleted and my files purged along with my personal information.
Company Response: Closed with explanation

Timely Response

2018-07-01

Plattekill, NY

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Complaint: XX/XX/2016 called ACS for a student forbearance information relayed to me was my loan was being sold to navient that my request can not be granted until the transition period is over and the new loan company has my files. It's in my report that the my loan has delinquencies of late payment. Accountability has not been acknowledge by irther party both loan offices are stating that during transitions the request of a forbearance was not granted and will be applied retro active. My student loan is still showing up as delinquencies of payment. ACS student loan has not fix the account. It is effecting my credit score.
Company Response: Closed with explanation

Timely Response

2018-06-28

Philatelic Center, CA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: Income-driven repayment calculations are based on the borrower 's XXXX and not on gross income.This complaint concerns new student loan payment amounts for federal loans based on a misstated XXXX. In XX/XX/XXXX, I recertified for XXXX student loan payments with XXXX. I am both self-employed and employed by a temporary agency. My tax consultant filed an extension for my XXXX income tax return. Due to this extension and the lack of an income tax return, I had to provide my XXXX and XXXX forms to XXXX directly. I did on XX/XX/XXXX. Thereafter, I called XXXX on XX/XX/XXXX to inquire about my XXXX recertification. They calculated my XXXX at least {$10000.00} higher than my tax consultants estimated XXXX and set the student loan payments accordingly. Because my income in XXXX is drastically lower than last year, I submitted XXXX applications for recalculation. I submitted self-certifications for self-employment and pay stubs from my employer as supporting documentation. After submitting each new XXXX application, I called XXXX to inquire about the status of my application. I submitted new XXXX applications for recalculation on : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and on XX/XX/XXXX. I spoke with Conduent representatives on XX/XX/XXXX, XXXX, XX/XX/XXXX and on XX/XX/XXXX. XXXX lowered my XXXX by about {$13000.00} but their XXXX is still significantly higher than my projected gross income for XXXX. I am struggling to pay my student loan debt. I am age XXXX ; my financial struggles have been exacerbated by medical expenses. Conduent does not reveal their XXXX calculations, discusses their XXXX number only when asked, and has stated that I provided " too much information '' or denied my application based on some other issue such as failure to use the word " gross '' income in conjunction with my self-employment. I also newly understand that XXXX is exiting the student loan business and that my loans are scheduled for imminent transfer to a new servicer. I have received little concrete guidance from XXXX concerning what documentation is sufficient but not " too much. '' There is no transparency in their conduct and their XXXX calculations are grossly misstated.
Company Response: Closed with explanation

Timely Response

2018-06-28

Missouri City, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-06-27

Chicago, IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

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

Timely Response

2018-06-26

Fort Pierce, FL

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-06-26

Medway, MA

Dealing with your lender or servicer

Student loan: Private student loan

Trouble with how payments are being handled
Complaint: In XX/XX/XXXX my XXXX loan servicing was transferred from Conduent/ACS to XXXX XXXX XXXX. Payments sent to ACS after XX/XX/XXXX were supposed to be applied by ACS to XXXX. I sent in my regular monthly payments ( timely ) on XX/XX/XXXX. I had not at that time received a notice from XXXX at that time to change servicers. THE XXXX FAQ site covering the change says that any payments received after XX/XX/XXXX would be applied by ACS to XXXX. As of today, XX/XX/XXXX I do not see that this has happened as I am getting past due notices from XXXX for a month 's worth of payments ( {$300.00} ), which I assume to be XXXX 's which were never sent by ACS to XXXX. This issue encompasses XXXX loans, whose monthly payments total the above {$300.00}. The XXXX # are : XXXX XXXX XXXX Thank you very much for any assistance you can provide.
Company Response: Closed with explanation

Timely Response

2018-06-22

Northside, NC

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: I have requested verification of a loan reflected on my credit report by ACS. The dispute results come back verified, but the letter sent from ACS states " We have received the material requesting to validate your debt. Unfortunately, Conduent Education Services does not service the education loan you referenced in your dispute. Therefore, we are unable to assist with this request. Please contact your current education loan servicer, XXXX, with the information provided ''. If they are unable to provide verification to me, how are they still able to report the account to the consumer reporting agency under the name and account number listed on the report and not provide verification. I have contacted XXXX and they advised me to contact ACS/XXXX.
Company Response: Closed with explanation

Timely Response

2018-06-20

Muncy Creek, PA

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Company Response: Closed with explanation

Timely Response

2018-06-19

Bremen, GA

Dealing with your lender or servicer

Student loan: Private student loan

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

Timely Response

2018-06-17

Raymond, NH

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: Having trouble with conduent who is the loan servicing agency for XXXX. We took educational loan from XXXX for our daughters college education and then repaid it on XX/XX/XXXX by refinancing it with XXXXXXXX XXXX for better rate. We called them after to make sure the loan has been paid off in full and they told us that we overpaid around {$5200.00}. They assured us that it will take 60 days to refund the amount. We waited for 60 days and more and called them again on XX/XX/XXXX and they told us that account was frozen so now they will send the request to refund. Called them again on XX/XX/XXXX, we were told that still waiting for the approval from XXXX since the amount is over {$5000.00}. Called again on XX/XX/XXXX and was told that the 2 Cheques for {$3900.00} and {$1300.00} totaling to {$5200.00} were sent on XX/XX/XXXX as a refund and I should be receivng them shortly. Waited whole week and called again on XX/XX/XXXX. To my surprise, I was told the same story again that they are waiting for approval from XXXX for refund and no Cheques were sent. Asked them to transfer my call to a supervisor and was told that they are all busy on other calls and took my number so they can call me back and they never called back. I hope XXXX understands that they owe me interest on my money they are holding for no reason as it is not a small amount and that amount is supposed to be used for my daughters educational loan repayment. Since they charge us interest on the money they lend us then they should be paying interest on the money they are holding back. Please help us in getting our money back from them with interest and compensation for time and energy spent in calling them and talking to the customer service professionals who will give us different answers each time. They are incapable of giving any right answers. We are very disappointed with this company and probably will never work with them again.
Company Response: Closed with explanation

Timely Response

2018-06-12

FL

Incorrect information on your report

Student loan: Federal student loan servicing

Account status incorrect
Complaint: All my Federal student loans were officially discharged last year, due to XXXX XXXX XXXX XXXX. My student loan servicer ACS/Conduent reported to the credit agencies, I filed for Chapter XXXX bankruptcy. I subscribe to credit monitoring, which alerted me to the changes in my credit. I immediately disputed the information, as I have never filed for any bankruptcy. A few weeks later, ACS confirmed with the credit agencies I had indeed filed for bankruptcy. I put in another dispute today, but the credit agencies say my ACS can just confirm the information is correct and start the cycle over. I have spoken with Conduent today, twice. The first woman wanted me to send in my credit report to them for them to do anything. The second woman gave me an email address to send in my information and complaint, while I wait 48 to 72 hours for a supervisor to contact me. I wasted over three hours of my time today on the phone, trying to get this resolved. In the mean time, my credit score continues to plummet, due to their error and this company is servicing Federal loans.
Company Response: Closed with explanation

Timely Response

2018-06-12

Bloomington, MN

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-06-11

Philadelphia, PA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: ACS folded and formed into a new company XXXX. I have no way to contact said company because all correspondence by phone or email require an account number that I don't have. I have tried calling several times and received no help. How am I supposed to pay a loan when according to the website I have no account with them or my Social Security does not register with them?
Company Response: Closed with explanation

Timely Response

2018-06-08

Jacksonville, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: The loan opained has reported last payment and have been sent to another company which shows current but the old account still shows deliquescent and the account is no longer valid
Company Response: Closed with explanation

Timely Response

2018-05-31

Fort Pierce, FL

Dealing with your lender or servicer

Student loan: Private student loan

Received bad information about your loan
Complaint: I reached out to The University of XXXX XXXX ( XXXX ) financial aid department multiple times at least 4 over the early month of this year. Between XX/XX/2018- XX/XX/2018. After being out of school and working for six ( 6 ) month I realized that my grace period was up, and it was time to begin repaying my loans. I knew this because of small reminders and emails from XXXX about managing debt and tools to help. I immediately went to studentaid.gov and took a good look at all of my loans. I saw the Federal Perkins loan there among all the other typical subsidized and unsubsidized loans, but I did not think much of it at this time and followed steps to pay my loans which brought me to the Navient website where I made my first payment. The following month when I took a look at my loans again I noticed the Federal Perkins Loans I received from XXXX did not budge. I began to worry a bit and it hit me that I would probably need to pay that loan specifically to XXXX. When I was finally able to reach the Department of Financial Aid, the person on the phone I spoke with specifically told me that all I needed to do was continue making payments through XXXX and that should cover all my loans. I felt uneasy by the statement because when I called the loan by name, Federal Perkins Loan, it was as if she had never heard of it or was unsure of what it was. But again, she assured me that was the way. After awhile it went out of my mind and it wasnt until I was making my second payment to XXXX that I began to feel uneasy again because the Federal Perkins Loan was not listed on my account on the Navient website. I called XXXX Financial Aid Department again and this time I recall speaking to a gentleman I told him my situation and my concern and voiced that I have not received any notifications and wasnt sure that I have been paying the loan. I also told him that when I go to the studentaid.gov website to view all my loans it shows that the loan is not yet in repayment or generating interest which did not seem accurate to me. The guy on the phone was able to pull up my account at XXXX and he was able to see the Perkins loan I was referring to. Even then he too was also a bit confused about the loan and the specifics on how to repay the loan. He did say that I should have received emails about payments or something of the sort. I told him I have never once received an email, a phone call or letter from XXXX or loan company. At the end of it, it did not seem like he had the information or was trained on how to deal with private loans. I am unsure how the conversation ended but he was not able to help me with finding out more information about the Perkins loan and repayment. This went one for another call. It was not until my 4th call in the second week of XXXX which I spoke to another gentlemen that I finally got the answers I was looking for. He told me there was a specific website. He also gave me a contact number of another lady I could speak with incase I needed further assistance. I do not have his name, but his initials are XXXX as his signature suggested from the email he sent me. When I went to the link in the email I saw that my account was just a few days from becoming 3 months overdue and I would need to pay the 3 months worth of payments. I called the number of the lady he gave me the next day during business hours but of course I got the voice mail. The next day I tried again and was able to reach her. I told her the predicament I was in and how the school never informed me or told me how to repay the loan. All she told me was that there is nothing she could do and if it has already been reported then thats that. There was nothing I could do but make the 3 months worth of payments which is did two days later. The lady on the phone did mentioned that she could put my account into forbearance which would bring it back to current however it would not fix that it was already delinquent and has been reported ... but that was not the issue, the issue was my above 700 credit score dropped 50+ points because the University of XXXX XXXX failed to provide accurate and timely information to me despite my efforts to reach out to them and get said information. The Financial Aid Department of XXXX failed to properly train their staff on the matter and because of that my credit score which we as consumers are so harshly judged on was severely damage. I have never missed payments before or have had any negative factors on my credit report. It takes a full seven ( 7 ) years for a delinquency to be fully removed off a report! Not once did I receive and email, phone call, or letter about this loan. I should not be treated unjustly because of inaccurate, inadequate, misinformation, and lack of information from XXXX!
Company Response: Closed with explanation

Timely Response