ACS Education Services

2018-02-20

Dallas, OR

Dealing with your lender or servicer

Student loan: Private student loan

Need information about your loan balance or loan terms
Company Response: Closed with explanation

Timely Response

2018-02-18

Fairfax, VA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Company Response: Closed with explanation

Timely Response

2018-02-15

Best, TX

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-02-14

Bon Air, SC

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-02-07

N Haven, CT

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: In XX/XX/XXXX, the company processing my federal student loans changed from ACS Education to Conduent to now, XXXX. I've been trying to log in to ACS/Conduent 's website to retrieve my XXXX information for the year XX/XX/XXXX ( student loan interest paid ). The website does not allow me to login and retrieve this info ( I get told I will be sent an email with a verification code to access my account, but these emails never arrive, not even to my spam folder ). When I call their customer service number, I am unable to retrieve this info either through their automated system, or even speaking with a live operator. I just get routed to a series automated messages with the final one hanging up on me. XXXX does not have this interest info accessible on their website ( presumably because my first payment to them was inXX/XX/XXXX ). Please help, as I need that XXXX info for my taxes. Thanks! XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-02-07

Gastonia, NC

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: ACS and now Conduent have exhibited nothing but incompetence in the years since the servicing of my loan was taken over by the company. With my original servicer, I maintained one account and made one payment. Upon the transfer of my account to this company my loans were split into two accounts, which I was not made aware and therefore did not make payments on one of them for a few months. Additionally, I now make a payment per loan instead of one payment for all loans. Two accounts, multiple loans per account. This bifurcation of accounts seems to be a minor inconvenience, however, it proved problematic again a year later when I submitted paperwork for IBR re-certification. Again, it was not made clear to me that, even though I am but one person submitting paperwork to one company, I have to submit two applications. One of the accounts was put into IBR, the other was not and I had to defer and re-submit the information. Additionally, the process for re-certification requires paper. That's right, in 2018 I'm still printing forms ( TWO! ), writing with ink, and mailing the forms in hopes ( fingers crossed! ) that they'll be received and processed. I have another servicer - AES - with whom I fill out an online form and receive confirmation that all is complete in the same 24 hour period. With ACS/Conduent, it takes weeks. Further, regarding re-certification, this past year I re-certified with both forms for each account, making sure to write the account numbers on the forms. Weeks later I received notification that spousal certification was required with NSLDS. Knowing how things usually go with ACS/Conduent, I followed up with an e-mail via the web portal to Customer Care ( Yes, one for each account! ) to ensure that the NSLDS spousal certification was complete and my IBR re-certification could be processed. It wasn't. I received notification that my loan payment would triple. I contacted customer care, worked with them to resolve, and ultimately figured it out. Two interesting things have happened during this last round of confusion : 1 ) After my application was received and spousal certification complete and conversation had with Customer Care to resolve the re-certification issues, the customer care associate who I was working with called, having confused me with another borrower and told me information that did not relate to my accounts. I was confused and explained who I was. She called back later to explain that my IBR had been accepted and she had made a mistake. I thought I was out of the woods. I apparently am not. After this last confusing conversation with customer care, I logged into my account and noted that my payment date had changed from the XXXX of each month to the XXXX. I adjusted my budget to account for this, but ACS/Conduent strikes again : here it is XX/XX/XXXX and the funds have been taken from my account. This is absolutely unacceptable and I will be scrambling to ensure that my bank account does not overdraft. None of this makes any mention of the fact that my account, though having been on auto pay for years, frequently reflects late fee charges. I once reached out regarding these and was assured that they were cleared. I logged in and some of the charges for some loans were cleared. I needed to call back once again to have the rest cleared again. Since then, I've seen late charge fees listed and just throw my hands up.
Company Response: Closed with explanation

Timely Response

2018-02-07

Arco, CA

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt was paid
Complaint: ACS/Conduit seem to be lacking in communication with their debt collection department, XXXX XXXX. I receive multiple phone calls from XXXX XXXX regarding debt that i have already paid. It is time consuming, it is bothersome and it is harassment. I also worry about their reporting tactics and if they are accurate when reporting my payment history to credit beuraus. ACS is unorganized, uncommunicative and make paying back my debt very difficult. Private loans like this and XXXX, need to have the same protections as federal student loans. These companies operate like scam companies. Please fix it!
Company Response: Closed with explanation

Timely Response

2018-02-03

IL

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: I had a student loan through ACS and it was recently ( XX/XX/XXXX ) sold to another company. I have not received my interest paid in 2017 for tax purposes from ACS and I cant get through via telephone to someone to speak to. When I put in my account number the system tells me ACS no longer services my loan and then it gives me no options of speaking to anyone.
Company Response: Closed with explanation

Timely Response

2018-01-31

Carolina Forest, SC

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2018-01-30

San Jose, CA

Incorrect information on your report

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

Information belongs to someone else
Complaint: Violation Federal Debt Collection Practices Act 809 ( b ) " ( b ) Disputed debts If the consumer notifies the debt collector in writing within the thirty-day period described in subsection ( a ) of this section that the debt, or any portion thereof, is disputed, or that the consumer requests the name and address of the original creditor, the debt collector shall cease collection of the debt, or any disputed portion thereof, until the debt collector obtains verification of the debt or a copy of a judgment, or the name and address of the original creditor, and a copy of such verification or judgment, or name and address of the original creditor, is mailed to the consumer by the debt collector. Collection activities and communications that do not otherwise violate this subchapter may continue during the 30-day period referred to in subsection ( a ) unless the consumer has notified the debt collector in writing that the debt, or any portion of the debt, is disputed or that the consumer requests the name and address of the original creditor. Any collection activities and communication during the 30-day period may not overshadow or be inconsistent with the disclosure of the consumers right to dispute the debt or request the name and address of the original creditor. '' After checking my consumer credit reports, I noticed a company called ACS/XXXX was reporting on my credit report. On XX/XX/XXXX, I sent a debt validation letter to ACS/XXXX via certified mail ( receipt attached ). I disputed the entirety of their claims. On XX/XX/XXXX, I sent disputes to XXXX, XXXX, and XXXX certified mail ( receipts attached ). On XX/XX/XXXX, I received updated credit reports from XXXX and XXXX stating they verified the information and updated my credit reports. The information was not deleted. ACS/XXXX is in violation of the FDCPA 809 ( b ) because they continued with collection activities ( responding to and verifying credit reporting agencies ) while failing to send me verification of the debt. As of XX/XX/XXXX, I have yet to received any correspondence from ACS/XXXX. They failed to respond to my debt validation request but yet responded to the credit reporting agency, which is continued collection activity. This is a clear FDCPA 809 ( b ) violation. I respectfully ask that this tradeline and account be removed from all three of my consumer credit reports. Attached is : 1. Debt Validation letter to ACS/XXXX 2. Certified Mail return receipt for ACS/XXXX 3. Certified Mail return receipt for XXXX XXXX, XXXX, XXXX 4. Updated credit report from XXXX indicating the ACS/XXXX verified 5.Updated credit report from XXXX indicating the ACS/XXXX verified
Company Response: Closed with explanation

Timely Response

2018-01-27

Raleigh, NC

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-27

Lancaster, TX

Incorrect information on your report

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

Account status incorrect
Company Response: Closed with explanation

Timely Response

2018-01-24

Teaneck, NJ

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-01-23

Rumpus Ridge, SD

Attempts to collect debt not owed

Debt collection: Private student loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-01-22

Seattle, WA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Need information about your loan balance or loan terms
Complaint: My loan was transfer to XXXX at the end ofXX/XX/XXXX. XXXX has provided me with the interest paid to them in XXXX & XX/XX/XXXX. But ACS, now apparently this new company, XXXX, says there is no interest information available for XX/XX/XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-18

Atlanta, GA

Communication tactics

Debt collection: Federal student loan debt

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-01-18

Tulare, CA

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

Student loan: Private student loan

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

Timely Response

2018-01-17

PA

Struggling to repay your loan

Student loan: Federal student loan servicing

Problem lowering your monthly payments
Complaint: I obtained a student loan for my XXXX studies back from XXXX. Following graduation, I began repayment. In XXXX, I enrolled in graduate studies and obtained my XXXX XXXX in Secondary Education in XXXX. During my XXXX years of grad school, I deferred my student loans and began repayment after I graduated. I had difficulty paying the loan in the XXXX. I eventually applied for and received a forbearance. I then began repayment of my loans with a company that I can not recall the name of, and then the loan was passed along/purchased by different lenders without my knowledge until after the fact. For a time I did not even know to whom I should pay for the loan. In XXXX, ACS purchased the loan, and I have been paying them monthly, without fail, since that time ( though they were recently bought out by Conduent ). My loan interest rate was locked in at XXXX XXXX. I pay {$410.00} every month, and to date, I have paid {$36000.00} ( XXXX consecutive payments ) on a loan ( original loan amount being {$37000.00} ) that I now still owe {$44000.00} ( outstanding balance as of today ). I will admit that I have not checked my account often, as the payment comes out directly/electronically every month and has for almost XXXX years. I pulled up my account today and can not wrap my head around the outstanding balance. How can I owe this amount? I also do not see a projected loan payoff date on any of the screens that I researched while logged on to the website. Perhaps that is because at this rate, I will never pay it off. Something must be wrong here, and I fear that contacting the company without support will not get me anywhere, as I have read some very negative reviews about this new company, Conduent. I have no idea who to reach out to about this. I have found many resources online, but I am not sure which ones can be trusted or which ones are just other lenders or scammers. I found this resource, and I am making a plea for assistance, advice, information ... etc. Finally, when I clicked on the Website information for Conduent that is linked from my student loan account, I received a message indicating that the website I was trying access may be impersonating the company website to get access to my personal and financial information. I have attached screen shots of all of this information for your review.
Company Response: Closed with explanation

Timely Response

2018-01-13

San Francisco, CA

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Complaint: XXXX, my new loan service provider, abruptly dropped their services on my lap without any warning. I knew this because XXXX sent me an email on XXXX XXXX stating that they would no longer service my XXXX loan. By doing this they have removed the platform upon which I make timely payments to repay my XXXX loan, and forced me to find only one person on the planet at XXXX who might be able to help me. However, she is n't available until XXXX XXXX. In the mean time I am locked out of my account that XXXX took control of. I ca n't call them because their system wo n't recognize my social security number. I ca n't access my account online and they ignore my email communication ; in fact, I have no receipt from them that they received my email communication. Finally, I ca n't make a payment. I 'm a ghost to them, and my unblemished credit is at risk because of the incompetence of XXXX.
Company Response: Closed with explanation

Timely Response

2018-01-12

Tulsa, OK

Dealing with your lender or servicer

Student loan: Federal student loan servicing

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-01-09

Bremen, GA

Struggling to repay your loan

Student loan: Private student loan

Can't get other flexible options for repaying your loan
Complaint: Loan Details Current Interest Rate- Variable- 6.030 Current Balance effective- XX/XX/XXXX Date Loan was sold- XX/XX/XXXX sold from XXXX XXXX Latest Rate they were able to Provide-Starting interest rate- 4.950- XX/XX/XXXX Total Disburdenment- {$50000.00} I was not aware I thought it was this high Current Balance- {$39000.00} Goal : Private Student Loan Reliaf Paying loan over 12 years, balance is not really decreasing, school is now closed, was not informed of loan terms when applied in XXXX. - Also payment is not getting applied correctly in addation there was false certification. Please help me ... .. Contact info XXXX XXXX XXXX Tel- XXXX
Company Response: Closed with explanation

Timely Response

2018-01-08

Finksburg, MD

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

2018-01-08

Cherry Hills Village, CO

Dealing with your lender or servicer

Student loan: Private student loan

Problem with customer service
Company Response: Closed with explanation

Timely Response

2018-01-06

Occoquan, VA

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

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

Problem with personal statement of dispute
Complaint: After my graduation, I was notified by federal loan service for student loans. However, as Conduent takes one of my school student loan ( XXXX XXXX XXXX ), they failed to notice me about the loan. I had zero idea about this loan ( including loan amount, interest rate, loan collector or even repayment method ). On XXXX XXXX, my credit scored reduced by a whopping 55 points that I realized that there is student loan. On XXXX XXXX, I had to call my school financial office to learn about my loan collector. Then, I made a phone call to ask why they do not contact me for my loan. According to them, they sent paper mails to my correct mailing address and the postal office returned the mails. I highly doubt that the address they input is correct. Also, they did not try to send me E-mail notification even though they can easily achieve my school email address. They also did not make a phone call. They representative insisted that they can not do anything about the past due report, so I am desperate to file this complaint.
Company Response: Closed with explanation

Timely Response

2018-01-04

Magnolia, TX

Incorrect information on your report

Student loan: Private student loan

Information belongs to someone else
Complaint: Please accept this final written OFFER OF SETTLEMENT BEFORE LITIGATION as my attempt to amicably resolve your continued willful violation of the Fair Credit Reporting Act regarding your refusal to delete all of the UNVERIFIED account information from my consumer file. Despite my three written requests, the unverified items listed below still remain on my credit report in violation of Federal Law. In the results of your re-investigations, you stated to the Creditor Bureaus that you verified that these items are being reported correctly? You still have not identified who in your company verified the accuracy of these accounts or how they verified them? As previously pointed out to you, XXXX Law Dictionary, 6th Edition, 1990, defines Verification as, Confirmation of correctness, truth or authenticity, by affidavit, oath, or deposition. Affidavit of truth of a matter stated and object of verification is to assure good faith in averments or statements of a party. What this means is that your company must be willing and able to produce a document that proves the account ( s ) in dispute belong to me and the information being reported is accurate and you must be able to do this in a court of law. Someone in your company must authenticate the documents in your files that were used to verify the disputed accounts and to do this they must have 1st hand knowledge of the alleged account ( s ) and all that has ever transpired for the alleged account ( s ), under oath and under the penalty of perjury. Your failure to provide me with verifiable proof required for your company to post the accounts listed below is evidence that it does not exist and therefore is proof that you cant properly Verify the accuracy of any of the disputed accounts. Please be advised that under Section 611 ( 5 ) ( A ) of the FCRA you are required to promptly DELETE all information which can not be verified.
Company Response: Closed with explanation

Timely Response