ACS Education Services

I am a co-signer to a loan my step son has and they will not let me have access to the account. They have filed a late payment with the credit reporting agency's so they feel they can hold me responsible for the payments but not allow me access to the account. When they call most do not understand the English language and they are just reading from a scrip. When you email them they tell you to call a number to talk to someone but they don't have that option. This is a very bad company to work with.

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

Good Afternoon-
 
0in 0in 0pt">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

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

Morning,
 
0pt;">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- This letter is to acknowledge receipt of your correspondence from Krystina Messick.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-
0pt">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

Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) previously serviced one Federal educational loan account on behalf of Mr. [redacted]’s lender, Navient. Navient...

has 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 accounts are owned by Navient and are serviced per their requirements, and the terms of the loans’ promissory note.
 
Our records indicate, ACS received a new telephone number from Mr. [redacted] on March 6, 2013. Mr. [redacted] later verified this telephone number via telephone with ACS on later dates. During the delinquency leading to the default of Mr. [redacted]’s loan in June 2015, ACS made numerous telephone calls to this telephone number in an attempt to resolve the delinquency on the account.
 
ACS received returned mail from Mr. [redacted]’s mailing address on November 20, 2014. ACS made skip trace attempts to obtain a current mailing address for Mr. [redacted] since this date and received a new mailing address from the credit bureaus on January 8, 2015. This address remained on file for Mr. [redacted] until a new mailing address was received from him on August 11, 2016.
 
Our records indicate that due diligence attempts were made; including past due notices and telephone calls in efforts to contact Mr. [redacted] regarding the status of his account during the delinquency period leading to default. As ACS did not receive adequate monthly payments or suspension options to satisfy the amount due, the loan subsequently was claim paid due to default by his guarantor, [redacted] Education Department [redacted]) as of June 6, 2015.
 
Should Mr. [redacted] have any further questions or concerns; he may contact his guarantor, USAF, via telephone at ###-###-####.
 
Sincerely,
Jessica Evans
Resolution Management Group

Good Morning- Thank you for your recent inquiry.  The account referenced in this Revdex.com complaint is not associated with our division of ACS.  Please direct this inquiry to the Revdex.com serving Chicago and Northern Illinois. Sincerely, Resolution...

Management Group

Dear Ms. [redacted],
This is in response to your letter regarding the above-referenced complaint filed with the RevDex.com (Revdex.com). We are providing you with a detailed response that addresses your
concerns. For your privacy, a copy of this letter has not been provided to the Revdex.com.
Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) services two
Federal Family Education Loan Program (“FFELP”) Stafford loan accounts on behalf of your lender
[redacted], 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 [redacted] and are serviced per their terms and federal regulations.
Payments made on June 30, 2013 and July 29, 2013 were not properly allocated between your two
accounts, causing them to appear more delinquent than they actually were. These payments have
been corrected, and late fees assessed since that time have been reallocated towards your principal
balance in the amount of $66.43. Please find attached payment histories showing the application of
your payments, and their allocation between principal, interest and late fees.
The amount of payments you have made has not satisfied the total amount due, and your accounts
are currently past due for the January 14, 2015 installment. If, upon review of your payment histories,
payments that you made are not posted to your account, please provide ACS with a front/back copy of
the cashed check or other proof from your financial institution that ACS received your payment.
We regret that the service you received did not meet your expectations. Our Management team is
committed to implementing changes in order to ensure customer satisfaction.
Should you have any further questions or concerns, please contact our offices Monday through Friday
from 8:00 AM to 11:00 PM EST by calling ###-###-####. You may also email us at
[redacted], or access your account online at www.a

Review: As a federal employee I am eligible for the public service loan forgiveness program; I initiated a consolidation of my student loans in January to enable my participation in this program. By law the loan holder (ACS) must return the loan verification certificate (LVC) to the entity requesting release of the loan (FedLoans). ACS did return the LVC to FedLoans but they submitted it as "paid in full", meanwhile they are making "adjustments" to my account before they will actually release the loans. I was assured this would be resolved prior to my payment due date of 06/14/2016; my account has yet to be resolved and the only option ACS has offered is to put my loans into forbearance, deferment or initiate a repayment plan. All of these options accrue more interest at my expense that ACS will be paid once the federal government buys the loan from them. These practices are unethical and disgusting. I will be forced to pay for their inaccuracies and incompetency's, which is unfair and unacceptable. If I cannot make my payments they do not offer to take care of my responsibilities; I am held accountable as should they.Desired Settlement: I would like ACS to complete the "adjustments" before 06/14/2016 and release my loans to FedLoans so I can go about my life and forget I ever did business with ACS.

Business

Response:

Good Afternoon-

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

Review: On February 17th 2016 I applied for a loan consolidation with another company. That company requested an LCV from ACS. Two Weeks passed and I didn't hear anything so I contacted the other company and was informed that they were still waiting on the LVC from ACS. I contacted ACS to expedite the processes and was informed that they were unable to provide any time frame and my account was going through some evaluation . From for the next three months ever two weeks I contacted ACD for an update and each time I was provided the same information. " We are still evaluating your account", " We are unable to provide a time frame". I tried to speak to the department that actually completes the LVC request and of course that are unable to connect me to that department. I spoke with a manager on April 15 named Brian who said he would place my account on a watch list which would expedite the process. two weeks later I called again to check on the status and once again my account was in the same situation. Today May 24th, I called for an update again which hadn't changed. so, I requested for my account to be placed on some sort of Forbearance. I explained to the rep that this process was taking entirely too long. since Feb I had continued to pay my monthly payments to ACS. I explained to the rep that I didn't feel that it was fair for me to continue to pay ACS when my consolidation would ultimately pay ACS to close the account and then I would be able to combines my loans and pay once company. I was informed that I had no more forbearance and there was nothing that could do. So, here I am doing everything that I can to get my financial situation together, and here is ACS who can not provide me with any answers on a time frame, has no one I can speak to directly regarding my situation, and appears to have a company issue with responding to the LVC request, yet they can not suspend my payments and requires me to continue to pay them until something magically happens? How is this ethical?

Now I have requested for my other loan company ( great lakes) to place my account on forbearance, which they did with no problem, until this mess with ACS is situated. However, I am not sure how long they will allow the account to remain that way if ACS still doesn't respond.Desired Settlement: I'd Like for Revdex.com to conduct an investigation of this company as it appears there have been a number of complaints on their business practices. I would like for ACS to either complete my LVC ( Loan verification request ) ASAP or place my account on suspension as it is entirely unfair to continue paying a company that is the sole cause for this delay,

Review: ACS Education Services placed my student loans into default status without making any effort to contact me. My telephone number has been the same since 2007 and I have held the same landline telephone number since 2010. The telephone number and address they advised were listed on my account did not belong to me at any point in time and I did not authorize them to change the information that was on file from the phone number I had already given them. ACS Education Services claims that they received returned mail and then attempted to get my contact information from the three credit bureaus. I have confirmed that ALL THREE credit bureaus have my correct telephone number and address - the telephone number has never changed, and I monitor my credit on a weekly basis. It is clear they did not get my information from the credit bureau and I can only assume that they put someone else's information on my account without my consent. I have six other student loans - all of which have perfect history. This is my seventh student loan - and is the only one that has difficulty contacting me when necessary, as I hear from the US Department of Education, Fed Loan Servicing, and NelNet on a regular basis - every 6 months. NAVIENT was the originating lender according to ACS, but NAVIENT claims I do not have any history in their system. They have mailed a letter to me advising me of this that I should receive within 6-10 business days (7-10 business days from yesterday when I called). A member of ACS Education Services advised that NAVIENT was providing me false information, yet I had spend nearly 2 hours on the phone with NAVIENT, ENSURING that I do not have and have not ever had an account with them. It still stands that ACS Education Services did not contact me via phone or mail at the address and telephone number I have provided and confirmed with them multiple times in the past. I have no idea where they got the current information, as I reiterate that my phone number has never changed. I have only ever added a phone number - never removed or changed a phone number. ACS Educational Services refuses to remove the loan from defaulted status, which has ruined credit I have been building for 7 years and is solely responsible for the decision to deny my application for the home I have invested several months in acquiring. Neither ACS nor USA Funds will accept responsibility for their error and continue to report derogatory information to my credit report and refuse to allow me to bring the loan out of defaulted status - a status it never would have EVER gone into had either of them made an effort to contact me.Desired Settlement: Removal of default status and placement into Forbearance/deferment as requested nearly 2 years ago.

Business

Response:

Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) previously serviced one Federal educational loan account on behalf of Mr. [redacted]’s lender, Navient. Navient has 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 accounts are owned by Navient and are serviced per their requirements, and the terms of the loans’ promissory note.

Our records indicate, ACS received a new telephone number from Mr. [redacted] on March 6, 2013. Mr. [redacted] later verified this telephone number via telephone with ACS on later dates. During the delinquency leading to the default of Mr. [redacted]’s loan in June 2015, ACS made numerous telephone calls to this telephone number in an attempt to resolve the delinquency on the account.

ACS received returned mail from Mr. [redacted]’s mailing address on November 20, 2014. ACS made skip trace attempts to obtain a current mailing address for Mr. [redacted] since this date and received a new mailing address from the credit bureaus on January 8, 2015. This address remained on file for Mr. [redacted] until a new mailing address was received from him on August 11, 2016.

Our records indicate that due diligence attempts were made; including past due notices and telephone calls in efforts to contact Mr. [redacted] regarding the status of his account during the delinquency period leading to default. As ACS did not receive adequate monthly payments or suspension options to satisfy the amount due, the loan subsequently was claim paid due to default by his guarantor, [redacted] Education Department [redacted]) as of June 6, 2015.

Should Mr. [redacted] have any further questions or concerns; he may contact his guarantor, USAF, via telephone at ###-###-####.

Sincerely,

Jessica Evans

Resolution Management Group

Review: Submitted military deferment request in April 2016 again in May/June 2016 along with required documents as requested. In June 2016 my account was reported negatively to the credit bureau without explaining to me in writing that the documents provided were not enough to obtain deferment. As a customer and Military Reservist who was called to Active Duty to an OCONUS tour should've been notified of my options if what was received was not enough proof. I'm now requesting that the negative reporting is removed and that the deferment is approved. I am also a student so a school deferment should also be an option. Thank you!Desired Settlement: Approved military/school deferment

Business

Response:

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] ([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 60 days to reflect this update.

[redacted] may contact our offices Monday through Friday from 8:00 AM to 11:00 PM ET by calling ###-###-####, or via email at [redacted]. [redacted]’s online account may be accessed at www.acs-education.com.

Review: ACS handles my student loans. I'm not sure exactly how long ACS has been handling them (i.e. I believe ACS purchased them from another student loan company at some point), but I've been paying my student loans for approximately 12 years. My payments are always timely. Due to ACS' repeated failure to send me account statements for nearly six months, I have no idea how much I still owe on my student loans, how much ACS is charging me in interest, or whether they are even applying my payments appropriately. My repeated attempts for information are disregarded.

Despite still owing approximately $40,000 for two loans, I have not received a proper account statement in nearly six months (since December 2015). In December 2015, I received my bill late. I paid it though. In January 2015, I didn't receive any account statement. Further, none of my previous account statements provide a customer service telephone number. The website is a maze that makes it difficult to find any contact information either. Despite ACS failing to send me a monthly invoice, I made a payment in January 2016 and also send a letter asking ACS to send me my monthly invoice. ACS cashed my check but ignored my letter.

In February 2016, the problem repeated itself. Again, I received no monthly account statement. Again, I made my monthly payment and sent a letter requesting an account statement. Again, I was ignored--except for ACS cashing my check.

In March 2016, the problem repeated itself for a third time. Again, I received no monthly account statement. Again, I made my monthly payment and ACS cashed my check. This time, I spent a great deal of time trying to figure out ACS' complicated website. I emailed customer service, but did not hear back for at least a day. (I don't remember exactly how long.) When I did receive an email response, the response simply provided me with a link to click so that I could access the message. When I clicked the link, I wasn't able to open the message to know how ACS responded. I replied back to the email telling them that I could not access the link; in response, ACS sent me an email with a link to open as a response. Again, I couldn't open the link.

Meanwhile, I called various telephone numbers on the website until I was eventually able to speak to a customer service representative. The customer service representative said that I wasn't receiving my monthly statements because I had been overpaying my monthly amount due. I told her that it didn't matter; I want to receive my monthly account statements and pay every month. She said that she would send it to me. I also told her that I wanted an accounting for the previous 4-5 months that ACS had been applying my payments. She said she couldn't do that--which seems very unusual.

In April 2016, I received an account statement for only one--not both--of my loans. Disturbingly, at some point during the previous four months, ACS had increased my interest rate on that loan by approximately 10%. I still have no idea what is happening with my other loan. I paid the amount.

Now, we are in May 2016 and--unbelievably--ACS has once again failed to send me any account statement. At some point, so much incompetence must be reflection of an intentional act. It has been nearly six months since I received an appropriate account statement. Therefore, it has been six months since I learned how ACS is applying my loan payments, what my loan interest rate is, or even what my current balance might be. It shouldn't be this difficult to pay my student loans.Desired Settlement: 1. I want my account statements sent to me every month.

2. I want an accounting to know what has been happening with my loans since December 2015.

3. I want some small amount of loan forgiveness to account for the hours that I've spent attempting to fix this issue over the past six months. I run my own business and am the only employee--every hour that I have spent trying to solve this issue has literally cost me money.

Business

Response:

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

Consumer

Response:

Review: My student loan is being managed by Xerox Education Services, LLC, doing business as ACS Education Services, with a mailing address of

ACS Inc.

Campus Products and Services

I have been paying interest into my student loan even though I had been attempt to have this agency to complete my Student Loan Repayment Program paperwork for the US Military (DD Form 2475). Through my enlistment I had been granted a benefit for $10,000 worth of Student Loan Repayment that should be allowed to be used with the Federal Perkins Loan that is being managed by said company. In order for my paperwork to be processed by the US Army, I need the said company to fill the form that has been email and fax multiple times and sent via US Mail or Fax to the US Military processing site listed on the From. Every Time I have reached out they have assured me that it is being handled. This process should not be difficult as it is a way to pay a student loan as quickly as possible. I feel that the said company is stalling in order to continue to collect interest on the student loan. This company who has to meet federal guidelines with the federal loan is in violation of their rules for process military repayment. As a current service member who has served my time in Iraq and Afghanistan and who has earned the student loan repayment benefit should be granted the trust that this company is following all guidelines the the US Government imposes on it.Desired Settlement: My main complaint should be resolved with confirmation that my student loan repayment paper work (DD Form 2475) has been processed and sent to the the required address and Fax number. I should also expect that any interest imposed on my account is adjusted as the company is clearly taking advantage of my veteran and service to this country.

Business

Response:

To Whom It May Concern,

This is in response to the above-referenced complaint filed with your agency by [redacted] A [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 a Federal Perkins loan account on behalf of [redacted] A [redacted]’s lender, University of California-Santa Cruz, who contracted with ACS to maintain servicing, repayment and collection activities on their student loans. While ACS was the primary contact point for servicing activities, the loans were owned by University of California-Santa Cruz and are serviced per their terms.

Our records indicate that the Department of Defense document referenced was received by ACS. However, ACS does not complete these forms. [redacted] A [redacted]’s lender requires these forms to be forwarded to them for completion. ACS forwarded the form to them on August 18, 2016. We apologize for any inconvenience this may have caused.

[redacted] A [redacted] may contact our offices with any further questions or concerns at ###-###-####. Agents are available Monday through Friday from 8:00 AM to 6:00 PM ET.

Sincerely,

Dan F**

Resolution Management Group

Review: On Jan 26th, I went to studentloans.gov to consolidate my loan. [redacted] has already submitted the LVC to [redacted] and that loan has been consolidated. However, ACS Education is refusing to provide the LVC requested by [redacted] on Feb 3; therefore, delaying the consolidation. Student Loan Consolidation is supposed to take 30 days, and it has been way longer than that. This consolidation is necessary as it affects my debt to income ratio for qualifying for a mortgage. I am unable to get approved for a mortgage until they do. They are reporting 2 loan accounts, with payments in excess of $800. Additionally, it is necessary for it to be added to my Public Loan Service Forgiveness program that I am currently enrolled in with [redacted]. I am begging for help. Really, I am pleading mercifully that they provide [redacted] with the LVC/payoff amount. Is there anything that can be done to expedite this request?

I have spoken with ACS on a weekly basis to get this resolved. I have also escalated this to Jessica, Rep ID# [redacted], who says they are the supervisor of the Resolution Management Group; yet, she is unable to resolve this issue. I have also filed a complaint with the Consumer Financial Protection Bureau on April 13th, who was also unable to help. Additionally, I contacted the Department of Education who directed me to the Ombudsman Group. I have just filed a complaint/claim with the Ombudsman Group.Desired Settlement: They will submit my loan payoff amount to the new loan servicer to complete the student loan consolidation.

Business

Response:

Good 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

Business

Response:

Dear [redacted]

This is in response to complaint number [redacted] for [redacted].

Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) currently services two Federal Family Education Loan Program (“FFELP”) consolidation loan accounts on behalf of Ms. [redacted]’s lender Nelnet. Nelnet has 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 Nelnet and are serviced per their terms and federal regulations.

ACS reviewed Ms. [redacted]’s accounts and determined that adjustments were required resulting from her Income Based Repayment (IBR) plan in December 2010, which caused a change to her principal balance as detailed below:

Account [redacted] required a decrease to the principal balance of $2,670.12. Therefore, we have decreased her principal balance by $2,670.12.

Account [redacted] required an increase to the principal balance of $188.52. As this adjustment was not due to anything she did or could have done, ACS has credited her account for the amount of the increase and there is no impact to her principal balance.

These adjustments were required to be completed prior to the release of account information to her consolidating lender. The Loan Verification Certificate (LVC) was completed and returned to the consolidating lender on August 15, 2016.

We apologize for any inconvenience that Ms. [redacted] may have been caused while we ensured the accuracy of her accounts.

Should Ms. [redacted] have any further questions or concerns, please contact our offices Monday through Friday from 8:00 AM to 11:00 PM EST by calling ###-###-####.

Sincerely,

Sarah S[redacted]

Review: I called ACS to set up a repayment plan on my student loans. On 12/26/13, I spoke with [redacted] and established a very specific repayment plan. $52.08 was supposed to be my January payment and then I was given two year installments at the following rates: $36.90, $48.55, $63.88, $84.05, then 5 payments of $110.59, and a final payment of $108.33. I was told by the representative that my plan was approved. I then received bills that didn't reflect these agreed upon terms. I called again on 1/10/14 and spoke with representative [redacted] who said my previously agreed upon plan wasn't reflected on file, but he established a new plan with me. On his plan, the two year payment terms I was given were as follows: $50.03, $50.77, $51.52, $52.28, $53.05, and $52.93. After this I continued to receive bills that didn't reflect this plan either. I called again and spoke with two separate supervisors who told me I didn't qualify for a reduced repayment plan. This was after I was already told by two separate representatives prior to this that I did qualify, and the terms were in place. This is absolutely absurd. All I want to do is repay my student loans at a rate I can afford which was previously agreed to twice before by the company. A business shouldn't be able to agree to something and then rescind on the agreement. I am experiencing a financial hardship, but can pay at the rate I was previously given.Desired Settlement: All I want to do is repay my student loans at the rate previously agreed to by [redacted] on 12/26/13. I shouldn't have been given the plan in the first place if it wasn't possible. The representative told me I was approved and these would be my new rates. I want to start my repayment plan by receiving bills reflecting the payment amounts previously agreed to.

Business

Response:

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

Business

Response:

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

Review: ACS has been "processing" my refinanced student loan for over a decade now, without any issues until last month (Oct. 2015).

Around the end of October,I received a threatening letter from them, claiming that my account is "delinquent," and that no payment had been received as of 25 Oct., even though I had been making payments; even a review of my online account at the ACS website showed a payment on 15 Oct.

I tried ringing this business at least thrice before finally being able to speak to a representative. I would be taken to a six-option menu and only be given the option to speak to representative after the first six options had been listed, and another pause lasting at least 15 secs. (so that I did not initially know that this option was available). The first two times I rang and chose this last option, I was told that no one was available, and to ring back within their regular business hours, 8 AM - 8PM EST; each time, I was ringing during these hours, but they did not specify that, for ex., no one is available at the weekend.

I finally managed to speak to a "representative" named Cassandra (?) on 5 Nov.; she seemed v slow on the uptake, needing to be told several times that she is not to address me by first name. I asked her about the reason for the above-referenced communication, and she explained that the last payment I sent was less than the required minimum -- by a little over $3 !!

I asked why my account was delinquent over this amount, and she explained that even $3 was enough for this to happen; why not, then, send a letter specifying how much I was short, instead of misinterpreting the situation?

I next demanded to speak to a supervisor and was told that none was available, as I might have anticipated. A "supervisor" calling himself Justin did ring -- on the 9th. I told him that I was no longer interested in dealing with anyone from this company.Desired Settlement: I want written confirmation that my account is up to date, as well as an apology for the way I was treated, esp. having my time wasted and being threatened.

Business

Response:

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

Review: I have student loans through ACS and I am getting charged a late fee each month before the due date of the bill. I understand I am behind in my payments but, and I have asked them when I speak with them, I should not be charged a fee two weeks prior to my bill being due. When I make my payments, and I can document this practice, I pay $120 (approx.) extra each month to catch up on the accrued interest, but about $20 of that goes to paying these late fees each month, even if I pay before the 14th of each month.Desired Settlement: I think this is an unsavory practice, one I do not see in any other agency I deal with and one that the Federal Government should be more closely monitoring. The government should not be making a profit from aiding me in my education. I want all of these fees returned to me, or credited to my account, on the months that I paid before the 14th and would have gotten that late fee, approximately 13 times dating back to July 13, 2012. The amount varies and the amount I paid varied, but on the dates I can review I can see late fees being taken from these payments all paid before the 14th of the respective months. This is not for every payment I made over this period, some are late and I have been making up these payments in my monthly payments since August 2014. All together this total is around $200, to apply;y that to my current loan situation would significantly impact my past due amount. Also I think this practice should be stopped. I understand late payments for the each month I am late, but I have made several payments before the due date and still have had this amount added to my loan. Currently I have a late fee on the amount due now on the 14th, and its not due for another 11 days. This seems and unlawful business practice. This is one account, I can't imagine the extra fees this corporation makes doing this to other in the same situation.

Business

Response:

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