ACS Education Services

Please find attached our response to this complaint. We request that you update your records to indicate receipt of our responsePlease feel free to contact me directly with any additional questions or concernsThank you!
Brian H***
Functional Analysis Assistant
Financial Services Group
This is in response to the above-referenced complaint filed with the Revdex.com(Revdex.com), We are providing you with a detailed response that addresses Ms***’s concerns.Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) services twoFederal Family Education Loan Program (“FFELP") Consolidation loan accounts on behalf of Ms.***’s lender Nelnet, and two FFELP Stafford loan accounts on behalf o f College LoanCorporationThese lenders have contracted with ACS to maintain servicing, repayment andcollection activities on their student loansWhile ACS is the primary contact point for servicingactivities, the loans are owned by their respective lenders and are serviced per their terms andfederal regulations.Ms***’s accounts are currently enrolled in the Income Based Repayment (“ IBR”) plan, and aredue for installments of $ending November 14, due to Partial Financial Hardship.Although she is not due for installments on a monthly basis, interest continues to accrue daily asnormal.I have explained to Ms*** that the accrued interest amount displayed on our website does notupdate dailyThese figures are only updated on the Sunday following her due date (which is the14th of each month), on the last day of the month, and when she makes a paymentDependingon the amount of time that has elapsed between her last payment, and the date that she logs intothe website, the interest amounts may varyPlease find enclosed a letter describing how interestis calculated, which will provide instructions for calculating accrued interest on any given day.Please also find enclosed payment histories for each account, showing all of Ms***’spayments and their application to principal, interest and late fees.We apologize for any inconvenience Ms*** may have experienced, and appreciate herbringing these concerns to our attention.Should Ms*** have any further questions or concerns, she may contact our offices Mondaythrough Friday from 8:AM to 11:PM EST by calling ###-###-####She may also emailus at ***or access her account online at ***

This letter is to acknowledge receipt of your correspondence from *** ***
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Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within days via US mail
ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched
Sincerely,
Resolution Management Group

Good morning-
This letter is to acknowledge receipt of your correspondence from *** ***
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third
party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within days via US mail.ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched.Sincerely,Resolution Management Group

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Good Afternoon,
This letter is to acknowledge receipt of your correspondence from [redacted]
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within days via US mail
ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched
Sincerely,
Resolution Management Group

To Whom It May Concern,
">This is in response to the above-referenced complaint filed with your agency by [redacted]We are providing you with a detailed response that addresses the customer's concerns
Xerox Education Services, LLC, doing business as ACS Education Services ("ACS") services one Federal Family Education Loan Program ("FFELP") account on behalf of [redacted]'s lender, [redacted]), who contracts with ACS to maintain servicing, repayment and collection activities on their student loans. While ACS is the primary contact point for servicing activities, the loans are owned by [redacted] and are serviced per their terms
[redacted]'s Military Deferment application has been received and reviewed. Unfortunately, the supporting documentation does not indicate eligibility for this deferment as the Active Duty is not in connection to a war, military operation, or national emergency
In order to qualify for a School Deferment, the customer must be attending a Title IV eligible school at least half time. No school is currently reporting any enrollment status to the National Student Clearinghouse. Should [redacted] currently be eligible for a School Deferment, she should obtain enrollment verification from her school, and submit this to ACS for review
ACS has submitted an update to remove the derogatory credit reporting previously reported for the month of May, 2016. Please allow the bureaus up to days to reflect this update
[redacted] may contact our offices Monday through Friday from 8:AM to 11:PM ET by calling ###-###-####, or via email at [redacted]'s online account may be accessed at www.acs-education.com

Good Afternoon- This letter is to acknowledge receipt of your correspondence from [redacted]. Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a...

third party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group

This is the worst student loan company I ever had. The CSR's tell incorrect information and refuse to fix the issues when addressed.

Dear David Baker-This letter is to acknowledge receipt of your correspondence from Harold Moore.Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third party. Since a...

signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group

Good Afternoon-
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a...

third party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail.ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched.Sincerely,Resolution Management Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  The business responded by requesting that I submit an authorization for release of my records to the Revdex.com so that they could respond.  If I don't allow the release, then ACS (the business) will correspond with me through US mail.  I elect not to authorize the release of my personal information and will not be signing the authorization.  I am ok with ACS corresponding with US mail with me, as long as the correspondence provides easy and quick contact information for follow up.  As I assume that ACS' correspondence will include that information, I'd prefer that it correspond with me via US mail.  Also, since ACS will be corresponding with me via US mail, I'd greatly appreciate that the Revdex.com keep my complaint active for at least 30 days while we discuss the issue through the alternative forum and attempt resolution.  
Thank you for your assistance.
P.S.  Please note that the Revdex.com system gave me a choice either to accept or reject the business' response to my complaint.  I chose "reject" only because the I will await the ACS' mail correspondence.
Regards,
[redacted]

Morning,
 
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third...

party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail.
 
ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched.
 
Sincerely,
 
Resolution Management Group

Dear David Baker- This letter is to acknowledge receipt of your correspondence from Natosha Carney. Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a...

third party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group

Good Morning- This letter is to acknowledge receipt of your correspondence from [redacted] ([redacted]) [redacted].Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third...

party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group

This letter is to acknowledge receipt of your...

correspondence from [redacted].
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a third party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail.
ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched.
Sincerely,
Resolution Management Group

ACS has reviewed and settled this misapplied payment for June 2013 and relieved my account of all late fees related to that incident.  However, ACS still does not show the June 2014 payment received any applied to my account.  The proof of payment has been sent on 3 separate occasions (1/16, 1/28, and 2/8) to [redacted] as per the instructions given to me.  After a phone call to check status, I was given the direct email of the customer support person, [redacted] at [redacted].  I have since contacted the owner of my student loans PPLSC for assistance.  I have received absolutely NO RESPONSE from any emails or phone calls placed to correct the June 2014 payment.  I am NOT behind on payments!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10272330, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

This is in response to [redacted]’ rebuttal regarding the above-referenced complaint filed with the Revdex.com (Revdex.com).  We are providing you with a detailed response that addresses her concerns, as my attempts to reach her directly were unsuccessful.  Ms. [redacted]’ payment of $184.00 has been applied to her account effective June 29, 2014. Our review has determined that Ms. [redacted]’ payments are being received through a bill-pay service, which is listing the last four digits of her Social Security number as the account number on the checks being sent.  This has caused the payments in question to be applied to other accounts with similar demographics as hers. We recommend that she change the memo field through her service to show the account number of [redacted], as this account number definitively identifies her account.  Payments received with this account number will be split between her two accounts. If Ms. [redacted] would like to specify that a particular payment be applied to a specific account, we ask that she indicate on the check which account she would like it applied to [redacted]). No late fees or derogatory credit reports have been assessed as a result of this payment misapplication, which may be verified online at www.acs-education.com. Should Ms. [redacted] have any further questions or concerns, she may contact our offices Monday through Friday from 8:00 AM to 11:00 PM EST by calling ###-###-####.  She may also email us at [redacted], or access her account online at www.acs-education.com. Sincerely,  [redacted]Resolution Management Group

Good Afternoon- This letter is to acknowledge receipt of your correspondence from [redacted]. Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to...

a third party.  Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation.  We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group

This is in response to the above-referenced complaint filed with the Revdex.com (Revdex.com). We are
providing you with a detailed response that addresses our customer’s concerns.
Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) services one Federal
Family Education Loan Program loan on behalf of Ms. [redacted]’s lender Wells Fargo, who contracted with
ACS to maintain servicing, repayment and collection activities on their student loans. While ACS is the
primary contact point for servicing activities, the loans are owned by Wells Fargo and serviced per their
terms and federal regulations.
ACS has reviewed Ms. [redacted]’s concerns, and have determined that the approximate amounts that she
was given were incorrect, as they did not take into account the term she had already utilized.
Federal Stafford Loans are given a repayment term of 120 months. Anytime deferment or forbearance is
utilized, that time extends the original repayment term end date. As of the date of this letter, Ms. [redacted]’s
current remaining repayment period is 35 months. As she has chosen a graduated payment plan, her
current fixed monthly installments of $113.67 are required in order to satisfy the account within the allotted
term. Unless she has other federal educational loans that would cause her overall balance to exceed
$30,000.00, this is the lowest amount we will be able to offer.
We appreciate her bringing this to our attention, and regret any inconvenience this may have caused. Our
Management team will continue to strive to provide the level of customer service Ms. [redacted] expects.
Ms. [redacted]’s account is presently severely delinquent. We encourage her to remit payment to resolve
this delinquency and avoid the negative consequences of default. She may also contact our Customer Care
team Monday through Friday from 8:00 AM to 11:00 PM EST by calling ###-###-#### or emailing
[redacted] Her account is also available online at www.acs-education.com.
Resolution Management Group

Good Morning-
This letter is to acknowledge receipt of your correspondence from Narine Mikaelian.
Due to Federal Regulations, ACS Education Services (ACS) requires a signed privacy authorization from the consumer to release any account specific information to a...

third party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via US mail. ACS takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched. Sincerely, Resolution Management Group