ACS Education Services

Review: ACS sold part of my loans to [redacted]. ACS has not communicative with me bout the sale. [redacted] informed me to start sending my loan payments to them, so on 9/11/15 I sent a payment to [redacted] and a payment to ACS. The loan amount I sent to ACS was $200.00 that cleared my bank on 9/14/15. ACS only applied $70.15 to my loan. I sent them an email through their portal on 9/20/15 inquiring why the ENTIRE amount of $200.00 was not applied to my loan. I want know what happen to the other $129.85. They have not answered my question. They just sent me a statement that said only 70.15 was applied to my account. I want the entire $200.00 that I sent them applied to my account.Desired Settlement: I want the $200.00 that I sent on 9/11/15 that cleared my bank on 9/14/15 to be applied to my loan

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: My husband recently lost his job and I need to suspend payments. Their website does not even load and if I call their 1-800 number it will not allow me to talk to a person. There is no way to let them know that I can not afford payments at this time. They will simply keep sending me letters that my account is overdue and place a black mark on my credit record. How can I contact them when their website says website not found after the initial page? Their phone number only allows you to make a payment or redirects back to the website.Desired Settlement: I need to reach a live person so I can have a deferment or forbearance placed or be placed on an income contingent plan.

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

Review: ACS has removed my student loan from in-school deferment while I am still attending school, causing me to have to being paying on the loan far earlier than scheduled, and to incur interest charges. I have submitted the requested forms and also requested my deferment be reinstated over the phone with no resolution.Desired Settlement: Please reinstate my deferment and credit all interest paid to the principal of the loan.

Business

Response:

Good Morning- This letter is to acknowledge receipt of your correspondence from Matthew Galisa. 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: The ACS website has not been working properly for years and has made it impossible to make payments online or change information. In addition to the inaccessible website, it is also impossible to speak to a representative in their customer service to arrange a payment. Not only do these complications cause payment issues, I am not able to access required tax documents that I need to report when filing.Desired Settlement: I would like the Revdex.com to put pressure on this company to provide customers with a working website and customer service.

Business

Response:

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

Review: I have a student loan through ACS and am in the process of having that loan consolidated elsewhere. In fact, that has happened over a month ago.

ACS was in the process of having my loan transferred to [redacted]. I called ACS to explain to them about my intent to consolidate. They told me there would be no problem. I went through with the consolidation and was told by my new company that all was set.

And then I got a bill from ACS for a loan payment. I called them and sat on hold for half an hour before someone told me that they no longer had my account and I had to speak to [redacted]. [redacted] told me they were in the process of receiving my information from ACS but if I was consolidating that they would see that once my account was live and I wouldn't hear from them again.

Then I got a bill from [redacted]. When I called them to ask why and explain the situation they informed me that ACS never gave them any information that my new company had paid off the loan for consolidation.

I am currently waiting from a call from my new company about the situation but I am LIVID. I have never had a single problem with my loans and now I feel as if ACS is stealing from me. They were sent money when they weren't even my loan company anymore and then they act like they have nothing to do with the situation.Desired Settlement: I want ACS to send the money that was paid to them by my new company to [redacted] so that this situation can be resolved. At this point in time ACS has stolen A LOT of money from my new loan company and until they send the money to [redacted] I will consider this a case of theft.

If this cannot be resolved through the Revdex.com I will be contacting the police and a lawyer.

Business

Response:

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

Review: I have loans that ACS handles for my school. I have been going back and forth with them for the past 2 to 3 months about needing a deferment or forbearance. They tell me I cannot get a deferment on the last 12 months of my 36 month deferment allowance without paying 512.00. Now my credit score is affected. I have over 174000 in school loans and all of them are deferred. I have a set income as a teacher single parent with 3 in the household yet ACS keeps reporting my credit as 130 days behind calling me harassing me and keeps denying my income based application. It is unfair and unethical.Desired Settlement: I would like them to grant me my deferment without harassing me for money I do not have. I did not pay money to get my other deferments. I am trying to finish college and ran out of loans yet they seem heartless and call me like I am a deadbeat.

Business

Response:

Xerox Education Services, LLC. doing business as ACS Education Services (“ACS”) services one Federal Stafford loan on behalf of Ms. [redacted]’ lender, Wells Fargo. On March 9, 2011 Wells Fargo contracted with ACS to maintain servicing, repayment and collection activities on their student loans. While ACS remains the primary contact for the servicing activities, the loan is owned by Wells Fargo and serviced per federal regulations.

We have reviewed the concerns Ms. [redacted] outlined in her correspondence. After a thorough review it was confirmed that on December 11, 2013 Ms. [redacted]’ application for the Income Based Repayment (IBR) plan was received. The document was processed and applied to her loan on December 26, 2013. The new installment amount will be $77.30 due on the 7th of every month beginning in January 2014.

ACS did receive an Economic Hardship deferment application from Ms. [redacted] on November 12, 2013. This application was reviewed and denied on November 18, 2013. A letter was sent advising Ms. [redacted] that at the time of application her monthly gross income exceeded the maximum allowed to qualify for the deferment. If Ms. [redacted] wishes to revisit the option of deferment or forbearance, she may contact our customer service department to review the qualifications.

Please note that Ms. [redacted]’ account was credit reported as 60 days delinquent in October 2013, and 90 days delinquent in November 2013. Due to the fact that her loan was accurately past due at the time in question, the negative remarks are valid and will remain on her credit report.

Ms. [redacted]’ concerns have been addressed with our Management Teams who are committed to improving our service and implementing changes that improve customer experiences. We regret any inconveniences this may have caused Ms. [redacted].

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 ###-###-####.

Sincerely,

Review: I have no idea who this business is or why they are trying to collect for an unpaid student loan. I do not currently have nor have I ever had any student loans. Upon doing an internet search to find out who these scammers were - that is exactly what I found out - they are scammers.Desired Settlement: To stop contacting me and nothing against my credit report from them.

Business

Response:

Dear David Baker-

This letter is to acknowledge receipt of your correspondence from Johnny Robison.

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 just started receiving numerous phone calls, yet no correspondence regarding my payment for student loans. I was told today by customer service that they have been mailing me statements, when I asked what address, the address they had was over 2 years old. Prior to going back to school, I was on time with my payments. Now I have a 90+ day late reporting on my credit because of a bad mailing address, which this company refuses to fix. I submitted a payment today as promised and will continue to do so. I take a lot of pride in my credit and don't have a single payment over 30 days late on my credit, but now I do. I never received a phone call stating they are receiving returned mail. Never one piece of mail stating payments will resume, which my other student loan company was able to send. We had a our mail forwarded when we moved and don't have any issues with any other creditors.Desired Settlement: The 90+ day late needs to reversed, so my credit isn't reflected as late.

Business

Response:

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

Review: Applied for Teacher loan forgiveness program and was denied based on reasons not valid per the National Student Loan Database Website and the Dept. of Education. After receiving the proper identification to validate what ACS claimed they needed to approve my application I am continually denied. I asked to speak to someone in the department regarding the program of loan forgiveness and I was told they don't take phone calls. Today, I was told there was not manager/supervisor for me to speak to. I received documentation in the forms they requested and I am not getting any further feedback that substantiates their claim that I should be denied. First disbursement/balance of my 1998 federal loan occurred on October 22, 1998, they claim September. I supplied statements from Hartwick college validating this and the printout of the Dept. of Ed. They refuse to honor either document.Desired Settlement: Approval of Teacher Loan Forgiveness

Business

Response:

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: Over the life of my loan ACS has neglected to bill me on a monthly basis. ACS changed my mailing address without my request, consent, or consultation and were sending bills to Illinois, a state I have never even visited. They made this address change on information they purportedly received from the USPS, however, I have documentation from the USPS stating that they do not have an Illinois address on file for me. I called ACS on June 30 to request a bill, which still has not been received. Since my request for a bill on June 30 ACS reported me delinquent on my loan causing a 37 point drop in my FICO score. ACS also charged me a $3.00 late fee. I have called ACS in the past to complain about negligence in billing and was assured I would receive monthly bills. ACS's negligence in billing me on a regular basis has caused undue hardship by negatively affecting my credit score and therefore negatively impacting my ability to secure a loan for graduate school.Desired Settlement: ACS has a responsibility to refund the $3.00 late fee and to remove the delinquency notice it placed on my credit report. ACS also has a responsibility to bill me on a monthly basis from now until the time the loan is paid in full.

Business

Response:

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

Business

Response:

Tell us why here...Good Afternoon-We have reviewed the complaint submitted by Ms. [redacted]. We have revised the credit bureau reporting processed as of 4/30/15, 5/31/15 and 6/30/15 to reflect a current status. We have also removed the $3.00 late fee that was assessed. Previously, this customer was set-up on coupon book billing. We have removed her account from coupon billing and she will receiving a monthly statement via the USPS.Thank you.Casey H[redacted]Manager, Campus-Based Student LoansXerox Education Services

Review: Upon checking my credit history I became aware of negative reporting initiated by ACS concerning non-payment for student loans. I called ACS SEVERAL times over a 6 month period to address this issue (Plan to spend a minimum of an hour on the phone each time after subsequent transfers hang-ups and attempts to frustrate you to abandon your claim). I was told there was a clearing house issue and I needed to submit forms ( proof of payment, in-school certification, enrollment certificate, I also added payment receipts to demonstrate my enrolled status) which needed to be certified by an official at my school to prove I had been in school (which I had been since October 2013, negative reporting started in 2014 through February 2016, while still enrolled). I had the forms certified and sent them via fax and email. For months I was told nothing was received or forms were invalid. After calling back SEVERAL more times and submitting the same information I was told the claim was being processed. My credit report was still being reported negatively (Note: I have 3 other loan service providers one including the Federal Government who accepted this information and granted an In-school deferment and did not report negatively on my credit). & months of inaction, I was informed that all negative information would be removed from my report.

However, information was only removed from October 2015 until April 2016, all preceding information is still on my credit report. I was also informed that there late fees from this previous period which were added to my account and capitalized. My credit is still impacted and ACS still has late fees on my account, anytime I call in, I am now transferred several times for hours until the line disconnects. There are no physical offices or people who take accountability for the inefficient and fraudulent practices of this company.

Despite providing all legal documents necessary to remove this information and cooperating with their unusual requests, my credit has been damaged and my loan has been increased under false pretenses. I would strongly urge any person with options for a service provider to steer clear of this organization as it lacks operational accountability and side steps any opportunity to assume responsibility for its sub optimal 'customer service'. I am being forced to pay a penalty on loans that should never have been due and subsequently had my principal amount increased due to fraudulent claims by the service provider. dealing with organization has been a full time effort and produced little if any meaningful results.Desired Settlement: Remove ALL negative information from my credit report AND remove any capitalized penalties and additions on behalf of ACS from my principal balance.

Business

Response:

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 was incarcerated from September 2014 to March 2016. Immediately upon incarceration, I wrote to ACS Education Services and requested that an Income Based Repayment Plan (IBR) application be mailed to me. My intent was to complete the application and return it to ACS Education, which would allow me to not make any payments while I was incarcerated (because I had no income). Also by doing this, ACS Education would continue to report to the three credit bureaus that my debt is "paid as agreed - never late". I received no response from ACS Education. Because of their lack of response, and lack of sending me an application as requested - it was reported to the credit bureaus that my bill was not being paid.

Months later I was able to have a friend complete the IBR application request, sent me a copy to sign and then I submitted it to the company. Around Nov/Dec 2015, my 12-month Income Based Repayment Plan was getting ready to expire. I wrote to ACS Education again describing my incarceration and my lack of internet access, requesting an Income Based Repayment Plan application be mailed to me. I received a computer-generated response from the company, stating "we have received your IBR application, however we are unable to process your application at this time, because of the following : "we have not yet received an IBR application". Again, I was not able to obtain or file on-time (as I should have been able to) another "Income Based Repayment Plan" application, which would have caused me to owe nothing (while I was incarcerated), and again it was reported to the three credit bureaus that I was not current with my monthly payments.Desired Settlement: ACS Education, report to all three credit bureaus that BOTH of my student loan accounts are and have been "Paid As Agreed - Never Late" (thereby removing the late payment status they have reported to the credit bureaus in the past).

Business

Response:

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

Consumer

Response:

I have attached a signed copy of the "Authorization For Release of Account Information" form, as requested by ACS Education Services - so you may continue processing my complaint.

Regards,

Business

Response:

Dear David,

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

Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) serviced two Federal Family Education Loan Program (“FFELP”) loan accounts on behalf of Mr. [redacted]’s lender, [redacted] ([redacted]) . [redacted] had 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 [redacted] and were serviced per their terms and federal regulations.

Our records indicate that Mr. [redacted]’s accounts began falling delinquent in October 2014. Per Mr. [redacted]’s complaint he indicated that multiple requests for the Income Based Repayment (IBR) were sent, which ACS failed to respond to. Please note that our records reflect that the only correspondence received during this time period was not received until January 20, 2015. His correspondence requested for ACS to update his mailing address as he was incarcerated, and requested for his statements to be sent by US mail. As such, ACS updated Mr. [redacted]’s records and correspondence was sent to Mr. [redacted] providing a list of possible deferment, forbearance and repayment options for Mr. [redacted] for review.

Please note that ACS begins reporting delinquencies at 60 days past due. Neither adequate payments, nor a valid deferment/forbearance application was received prior to the derogatory credit reporting. Given this information, the reporting is valid and will remain part of Mr. [redacted]’s credit history.

On March 2, 2015 Mr. [redacted] sent an Income Based Repayment (IBR) application to ACS. Based on Mr. [redacted]’s documentation, his monthly installments were calculated at $0.00 on March 6, 2015. Also, an administrative forbearance was applied covering October 2014 through February 2015 bringing his account current.

On December 18, 2015 ACS received correspondence from Mr. [redacted] indicating that he would like to apply for the Income Based Repayment plan. However, an application was not received. As such, notification was sent to Mr. [redacted] advising that we would need an application to have the Income Based Repayment plan applied.

In addition, Mr. [redacted]’s accounts were transferred to [redacted] on March 5, 2016. Mr. [redacted] may contact [redacted] regarding any further inquiries of his accounts by calling 1-877-336-7378.

Should Mr. [redacted] have any further questions or concerns, he may contact our offices Monday through Friday from 8:00 AM to 11:00 PM EST by calling 1-800-835-4611.

Sincerely,

Samantha H[redacted]

Resolution Management Group

Consumer

Response:

While incarcerated, I made several attempts to contact ACS by mail to request a paper IBR application. I received two separate computer-generated responses from them. The first was that I would need to access their website in order to apply for Income Based Repayment (even though I explained to them that I was incarcerated and did not have internet-access). Later, I wrote to them again requesting a paper application to apply for an Income Based Repayment plan - at that time I received a very confusing computer-generated letter, stating that my IBR application had been "received", but that they were unable to process it because, "they had not yet received the IBR application".It is feasible that one of my letters may not have made it to their mail processing center, which is why after not receiving a response from them - I chose to write to them again.Had a human being at ACS actually responded to my requests through the mail, and not been forced to check a box on a computer, thereby creating a computer-generated letter, not correctly relating to my requests - this whole situation would have been easily remedied. In the past, the human beings I spoke to at ACS were very courteous and helpful to me. However- when I was incarcerated and not able to contact them by phone or Internet, these problems arose. I tried to be as proactive as possible to keep ACS informed of my legal situation, and in requesting, completing and sending in the Income Based Repayment plan applications.ACS wants to automate all of their processes, in an effort to eliminate human jobs and increase their profit margin - however when an issue does not fit neatly into one of their customer management software programs, problems like mine are bound to continually occur.I once again am requesting that ACS report to the three credit bureaus that my student loan payments have never been late.Thank You,[redacted]

Review: On my account [redacted] I had contacted the company three times in July to edit the ACHII auto payment on my account from $300/mo to $148/mo. I was unable to edit my payments online because the database incorrectly stated that my minimum payment was $300/mo instead of $148/mo. I was unable to get his fixed. I filed a complaint with the ACS internal complaint system. On 22 July, I was contacted by an ACS complaint resolution representative and I thought the problem was resolved. On July 28th my checking account was charged $448 not $148. Since this couldn't get fixed I terminated the automated payments which resulted in ACS notifying me of an interest rate increase of .25%. Today I logged on to my account and notice the overcharge is still in place. I tried calling the resolution center but was unable to navigate through the confusing automated phone menu to reach a person.

Other Issues:

- It was difficult to locate a customer service phone # from the get go (I had to use a third party website to find that number)Desired Settlement: 1. Enable me to set the ACH payment to $148 - my account is still trying to charge $300/mo.

2. Correct the interest rate from 3.75% to 3.5%

3. Refund any backdate interest - I shouldn't be charged extra for something that's not my fault

4. Ensure that my account is not overcharged again for the month of August.

Business

Response:

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 been repaying my student loans with ACS education since 2013...I am scheduled to have automatic payments on my accounts and did not have any problems until January 2015 when I was informed that I was late on 2 of the 4 accounts due to a glitch with my bank account information. I called and was instructed to resubmit my autopay and later received a letter that it had been processed; I called in three additional times following the contact January 2015 due to the autopay only collecting on 2 of the accounts to dispute the late charges because I had been informed that everything was processed and that my payments would come out automatically and that I did not need to take any further actions. I spoke with someone in September and was informed that I needed to resubmit the form again online and I did so and called in once again in December due to the same issue and was told to resubmit the form again and did; I then received a letter in the mail stating that they no longer would service my loans and that my accounts had been sent to [redacted]. I then scheduled automatic payment with that agency. I received a credit alert on 4/14/16 stating that I was 91 days delinquent on my accounts and contacted ACS once again to follow up on the payments and inquire about my account due to receiving a letter that they no longer held the accounts and was informed by the representative that she did not know what was going on after being on hold for 1 hour and 3 minutes...she suggested that I submit the autopay form again and I explained to her that I have been submitting the same form for over a year and she continued to put me on hold to "review the account". I inquired about the letter received stating that they no longer had my account and was informed that they sent only the two accounts that were scheduled for the autopay but there was no explanation as to why the other two accounts were not sent over. When I asked to speak to a supervisor or someone in charge I was informed that they would tell me the same thing and that if I didn't want them to continue to service my loans then I had the option to consolidate with another company, I requested a letter stating that it has been an error on their part and was told that they do not provide letters. I paid the past due balance and current balance to bring my account current and still did not receive an explanation of why I was reported as delinquent when I submitted the autopay request on multiple occasions and had received confirmation that it was processed. My account number is saved on file and was entered twice and shows up in the drop box as the assigned account but ACS will not process the autopay on the two accounts.Desired Settlement: I would like for ACS to correct the delinquency reported on my credit report

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

Review: My son, [redacted] and I have both tried to contact and work with ACS to get a payment plan for his student loan in place so we can begin payment. Every time we try to contact them we are told a different story and spend many FRUSTRATING hours on the phone with them trying to agree to a plan, only to find out another 7 - 10 days (every month with late fees and my credit ratings being trashed) later our agreement was denied due to an error on their clerical part. We have been trying on to work on account after receiving many harassing phone calls. Account [redacted] has been trying to come current and to come to some sort of payment agreement. We worked with [redacted] and had a payment plan was agreed on 0n 8/29/14, then found out it didn't go through and again was denied to some technical issue from ACS and contacted [redacted] again on 9/26/14. Problem from ACS still not resolved, and continue to receive harassing phone calls. Called ACS on 10/16/14 and spoke to [redacted]. Asked for her manager and was told they were on a long hold and could not speak to me until tomorrow sometime, but advertise their hours are open until 11:00 p.m. After I demanded to speak to a manager tonight or I would be contacting the Revdex.com, I was put in contact with Manager [redacted]. She reviewed my case and said my call was being recorded which I said was great, because we keep getting the run around every time we call and then get told it would take another 7-10 day for our request to be processed. Meanwhile my credit rating is being trashed, they charge more interest and do not want to refinance or work with us on repaying this loan. [redacted] told me my credit would be restored, the loan would be brought current and they would work with us on an approx. monthly I expect a conferment call for this on 10/16/14 to us. VERY FRUSTRATING TRYING TO WORK WITH ACS TO BEGIN PAYMENTS, ONLY TO KEEP FINDING WE ARE BEING CONTINTUALLY CHARGED LATE FEES AND INTEREST AND DENIED SET REPAYMET PLAN ACCEPTED FROM THEM.Desired Settlement: Would appreciate my Good Credit rating being restored. Accept the deferment payment plan with a lowered interest rate and stop the harassing phone calls immediately, especially when we have tried contacting them. Do no appreciate there is no manager on duty until the next morning when they advertise they are open until 11 PM. When I say this is false advertising and demand to speak to a customer service manager, or will be contacting the Revdex.com, then I finally get to speak to a manager. BAD!!

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

Review: My loan should have been paid off years ago. An employee from ACS was stealing my money I was sending. I have the proof (payment history from ACS and money order receipts). I am sick and tired of ACS calling me claiming I owe them money. According to my records, ACS owes me $2,270.30. I will not be paying another penny to this company. I want them to stop contacting me and get this issue resolved. I am waiting for my money back. When I call the company I explain to them what is going on. They seem to not understand the fact that someone stole my money. I have sent them all records I have to prove this and they say they have not received my paperwork. It was sent to ACS on July 19th,2013 to the Pennsylvania address.Desired Settlement: I would like this problem resolved and I want my $2,270.30 back.

Business

Response:

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.

ACS Education Services (ACS) currently services one open Federal Family Parent PLUS loan for

you on behalf of Sallie Mae Servicing Corporation. This loan has an original principal balance of

$3,684.00 that was disbursed on October 9, 2002, and currently reflects a principal balance

outstanding of $1,101.40.

Our records also indicate that ACS previously serviced two additional Federal Family Parent

PLUS loans on behalf of Sallie Mae. One of those loans had an original principal balance of

$1,200.00 disbursed on April 2, 2003 and the other loan had an original principal balance of

$878.00 disbursed on November 13, 2003. Both of these loans have since been paid in full as of

May 2009.

After a thorough investigation of the detailed information you provided, along with a review of your

three loans, it has been determined that the funds in question were applied to the paid in full

PLUS loans. In order to validate this information, payment histories have been enclosed on all

three accounts for your review to show the full application of funds. If you determine that any

payments may still be missing, please send ACS clear copies of the front and back of any

cancelled checks. If payments were remitted by money order, please remit copies of the actual

cancelled money order. These may be obtained at the location that they were originally

purchased. Based on this investigation, the open PLUS loan reflects an accurate principal

balance of $1,101.40.

Your loan is currently 183 days delinquent with a payment of $379.18 due by September 14,

2013. While we understand that you are disputing this loan, payments will continue to be due per

the terms set forth in the promissory note. Failure to pay will result in further delinquency and

could result in the loan defaulting once it reaches 270 days past due.

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 [redacted].

Sincerely,

Resolution Management Group

Review: On October 10th I worked in levittown, I take three buses to work and three buses back. On wednesday night I pay $40.00 for a cab. I quit on friday ocotber 10th. I receive my paycheck on friday and my bank closes at 3:00. My bank was closed on saturday and sunday. My bank was closed for colombus day on monday. I went to the bank on tuesday 10/14. my student loan is due 10/14. I called on the 15th of october and told acs that the payment was mailed on 10/15 and that the post office stamped it with the fifteenth of october date. I asked to annotate my account and was told after seven days (business days) I would be reported as late, delinquent and then collections would get involved. this is not the case. my payment wasnt received yet and acs collections called me and loan science the lender for the loan. finally I spoke to a acs supervisor today and she said that after six days weekends including then acs collections get involved. I am also being charged a late fee. when I called on 10/15 I was told that my account was current and I should not be charged a late payment or have any problems, I am allowed seven business days. this is not the case.Desired Settlement: I want the late payment removed and I want student loan companies to grant seven business days then they call and harrass for payment. I am very upset and stressed over this issue. two years ago I was in a bad car accident and currently I still have issues and looking for work and I have to have knee surgery. I cant be stressed over a student loan that I paid.

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

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID 10272330, and find that this resolution is satisfactory to me.

Review: I put in an online application for a forbearance on March 18th. The website indicated a 7-10 business day processing time. I have not received any information regarding this application and is has been 16 business days. I called on 4/1/2014 and the customer service representative confirmed they received my application but it had not yet been processed, and cited the 7-10 business day timeline (at that time it had been 11 business days). I called again today (4/7/14) and once again the representative confirmed the receipt of my application and told me it takes 7-10 business days to process. I stated it has been 16 business days, and the representative only said they needed more time. My payment is coming due and although I applied a full month before the payment due date, I am concerned that my application will not be processed and I will not be notified either way in time to prepare financially.Desired Settlement: Application processed immediately. Information regarding processing time updated and made to be accurate on the website and via the phone. I request ACS be required to be accurate and honest with their application processing information and timelines.

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 PAID OFF MY STUDENT LOAN $15,302.00 THROUGH MY MORTGAGE REFINANCING ON SEP 10,2015. THERE WAS AN OVERAGE OF $632.62 THAT WAS TO BE REFUNDED TO ME. I CALLED ACS MORE THAN 6-7 TIMES TO INQUIRE WHEN I WILL GET MY REFUND. THEIR REPS TOLD ME EVERY TIME THAT IT'S 30-45 BUSINESS DAY TO GET THE REFUND, BUT NOTHING DEFINITE. IT'S BEEN 57 BUSINESS DAYS AND 81 CALENDAR DAYS, AGAIN I HAD TO CALL ,BECAUSE I STILL DID NOT GET MY REFUND. FINALLY , AFTER DEMANDING TO TALK TO NO ONE ELSE BUT A SUPERIOR, I SPOKE WITH MELISSA P[redacted], SUPERVISOR, WHO AGAIN DID GIVE ME A PARTIAL INFO STATING THAT THE REFUND WAS SENT BACK TO MY MORTGAGE PROVIDER. HORRIBLE BUSINESS EXPERIENCE. I FEEL LIKE DEALING WITH A BUSINESS IN A THIRD WORLD COUNTRYDesired Settlement: RECEIVING MY REFUND

Business

Response:

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

Business

Response:

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

Review: I enrolled into college in 2012 called ACS and updated them of my new enrollment and my student loan was deferred. Asked them when would the first payment need to be paid after graduation June 2013, was state it would be deferred for 6 month so Jan 2014. The company then only deferred it for three months and placed a 90 day late charge on my credit. Called to have them remove it after payment and they refused.Desired Settlement: Just to have the 90 day late pay taken off my credit report.

Business

Response:

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 one

Federal Family Education Loan Program Consolidation loan for you on behalf of your lender, JP

Morgan Chase. JP Morgan Chase partnered with ACS in May 2010 to maintain servicing and

repayment of the student loan. While ACS remains the primary contact for the servicing activities, the

loan is owned by JP Morgan Chase and serviced per their terms and federal regulations.

Your consolidated loan was completed and disbursed on January 23, 2006. These types of loans are

set to begin repayment immediately after disbursement and there is no grace period granted. Your

first monthly installment came due on February 28, 2006.

In June 2012 ACS received notification of your half-time enrollment at University of Washington.

Based on this information, an in-school deferment was applied to your account beginning June 18,

2012. In August 2013 ACS received the last update from the University that you were no longer

enrolled at their school at least half-time. As such, the current in-school deferment was shortened to

only cover the period of June 18, 2012 through June 14, 2013. An administrative forbearance was

also applied to cover the monthly installments due from June 28, 2013 through August 28, 2013; as

allowed by federal regulations. This forbearance was utilized to prevent your account from reflecting

past due from June 2013.

With this update, your loan was returned to immediate repayment and disclosure was sent to confirm

your first payment of $248.39 would begin September 28, 2013. Due to non-payment of the required

monthly installments, your loan became past due. ACS is required to abide by Federal Regulations

which require we report delinquencies to the four major Credit Bureaus when an account becomes 60

or more days past due. Despite diligent attempts to contact you regarding your account status, ACS

did not receive any payments or alternative arrangements from September 2013 through December

2013. Your loan was accurately reported 60 days past due in November 2013 and 90 days past due in

December 2013. These credit remarks are valid and will remain a part of your credit history.

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 ###-###-####.