ACS Education Services

Review: On 12/4/13 I contacted ACS to request a loan deferment for 6 months. All information was given as requested by the Representative. A date was given when my payments were to resume. On 1/7/14 I received a telephone call from ACS informing me my loan was 62 days past due. At this time this time I informed the representative of my previous conversation on 12/4/14. He informed me I could not have made such a request over the phone. When I asked what happen to my initial request he informed me I did not complete paperwork that was sent to me and that is why my request was not granted. My resolution was to accept a loan deferment for 5 months. The same type of request I made the first time on 12/4/13 was accepted over the phone on 1/7/14. I received the same type of email both times for each request. Also, I was informed no further actions was needed on my part. As a result of this service I negative was sent to the Credit Bureau.Desired Settlement: I would like the negative report sent to the CB removed from my account.

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: I have a student loan payment due to acs-education today 10/14/13. I went online to their website and the site was down. I called to make an automated payment the automated lady on the phone stated that the system was down and that there was not customer service assistance available. This was around 11AM, I checked the web and called again at 10PM and received the same result. My payment is now late and I'm sure I will be charged a late fee. I'm worried that this will effect my credit score and or my good standing for other student loans. My loan was originally held by Wells Fargo, I didn't even choose to have a loan with this company.Desired Settlement: To make sure that my payment is considered on time and that I'm not charged a late fee.

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 education services received paperwork to complete on June 22, 2015. This paperwork needs to be completed and submitted to the Department of the Navy so that ACS can receive payment on the outstanding balance. ACS has not completed the paperwork and it has been almost 5 months. For every month they delay this process $304.00 is added as interest onto my principle balance. Two other companies were also provided this paperwork and they had it completed and received payment within a couple months. I have spoke with ACS on several occasions in which I continue to receive the same response, we are working on your paperwork, but need to make sure we have the correct amount to submit to the Navy. I truly believe they are purposely delaying this as the amount they will receive as payment will drastically reduce the amount of principle balance in which will dramatically decrease the amount of interest they are able to profit from my current loan amount.Desired Settlement: I would like my paperwork to be completed ASAP and submitted so that the Navy can pay them. I would also like the $304.00 in interest that they are adding each month to my principle balance deducted from the final outstanding amount.

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

Review: this company has had my student loans misplaced since 2012 then reported me to the credited reporting agency negative while they said they did not have them and nslds.ed.gov didn't have any record of them as well.Desired Settlement: I would like the delinquency removed from my credit and interest covered on my subsidized loans.

Business

Response:

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

Review: ACS is the current holder of my student loans. I made an effort back in November to consolidate my loans through another company. At the time of the request, ACS was recalculating the eight loans of mine they held. Seven of those eight loans were recalculated with the last yet to be done. I was notified by my new loan company that ACS could not fulfill the request to purchase the loans because my loan totals reported to them by ACS were $0. As a result, I contacted ACS to find out what the reason was for the $0 report. They told me there was one last loan they were trying to recalculate and that they would put a rush request on the last calculation, which should result in a 30 day or less turn around. This was in December. Now, more than two months later and two follow up calls I am being told that ACS does not give a time frame on when this new calculation would be complete and all they can do is place a rush request. The delay, at this point, appears to be negligence on the part of ACS knowing I am working to have my loans consolidated by another company. What was supposed to be a 30 day fix is now an open ended problem with no formidable resolution and no one at ACS available who I can speak with to try and formulate a plan for rectification of this issue. Student loan companies have absolute power between consumer and provider. As the consumer, I am handcuffed to the will of ACS. In other industries I could not use their product or get a new carrier. In the student loan industry the consumer is at the mercy of the loan holder. In this case, ACS is impeding my ability to consolidate loans and work towards my payoff through the Federal Loan Forgiveness Act.Desired Settlement: I would like my last loan calculation to be completed and the information sent to the loan consolidation company on file with ACS so that I can begin to pay my student loans to my new loan company. I was originally told 30 days, we are now moving towards a 90 day delay.

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 his concerns On March 14, 2016, I spoke to Mr. [redacted] regarding his request for a complete Loan Verification Certificate (LVC). At that time, I had advised him that the LVC would be would be completed within the next few days. The LVC was completed and returned to the consolidating lender on March 15, 2016. We apologize for any inconvenience that he may have been caused while we ensured the accuracy of his accounts. We are committed to improving our service and implementing changes that will better serve our customers. 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 ###-###-####. He may also email us at [redacted], or access his account online at www.acs-education.com. Sincerely, Dan F** Resolution Management Group

Review: Lucky me.. my account was "sold" to ACS. I am still at a loss as to how it is allowable that a student loan service provider can sell a loan to a Revdex.com "F" rated company. I have attempted with several phone calls to correct inaccuracies within my account payment history, but so far have been unable to get anyone to help me. My account is showing severly overdue, however I have proof that every payment has been paid as scheduled and at least two weeks in advance of the due date. I have been told with every phone call that the account will be sent for review, but I have yet to have anything resolved. The first problem appeared with the payment application of the 6/30/13 payment. The full payment was applied to only the -1 account. This left a delinquent amount on the -2 account. This was never corrected after I reported it. I still have a late fee on my account due to this mistake. The statement dated 11/24/13 shows my account to be behind a full payment. My October statement only shows the amount due from the misapplied payment in June (Yes, 5 months later it still shows my -2 account as late) and my payment history shows all payments made. Where did the missing payment go?? And I have a another late fee, why?5/3/14 - The online payment history shows yet another late fee. No statement from April to June shows this late fee. What is it for?6/27/14 - ACS is not showing that a payment was made. I have attached proof to an email as instructed 3 TIMES. This information was sent from the bank as well. Not sure why this hasn't been taken care of yet. This missing payment has added an additional $55.20 in late fees through December 2014.I now have a total of $75.63 in late fees and not one payment has been late.I have sent all documentation. I am very concerned as the payment that was made on 12/29/14 is supposed to be my January payment and as of today my account is more than two payments behind. One is missing, one didn't show on my account, and the countless late fees.Desired Settlement: I want my accounts to be reviewed as I have been told they would be. I want a full explination as to why this hasn't been resolved after countless phone calls. I want all the late fees removed from my accounts!! I want my accounts back in good standing as I have proven they should be.

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

Business

Response:

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

Consumer

Response:

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!

Business

Response:

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

Review: I believe the interest and fees being applied to my account are being misappropriated. For the past 4 years, I've routinely made monthly interest payment on all of my accounts. These payment would normally range from 70-80 dollars per month. The only time it was more than 85+ is when I missed a payment from the prior month. However, since the past 2 months I've noticed that my interest payments have doubled, and no one can explain why. I haven't changed anything on my end, I still make my monthly payments however now the payments have increased tremendously. For example, I made a payment on 10/9 for 55.90, however 2 weeks later I made another payment of 100.63 on 10/26. How did I accrue that much interest in only 2 weeks?Desired Settlement: Please review my payment history and timing of each payment. You will then notice the fluctuation of accrued interest starting in Jul 2015

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I've provided the signed privacy release form to ACS on 10/28 via the Revdex.com portal. ACS still hasn't provided any feedback on the interest that i've paid thus far. I spoke to someone from ACS on 10/30, and he stated he will call me back the following Monday to provide additional information on my loans and the interests applied, but he never called back. I haven't spoken to anyone since that day.

Regards,

Business

Response:

Please find attached our response to this complaint. We request that you update your records to indicate receipt of our response.Please feel free to contact me directly with any additional questions or concerns.Thank you!Brian H[redacted]Functional Analysis AssistantFinancial Services GroupThis 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. [redacted]’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.[redacted]’s lender Nelnet, and two FFELP Stafford loan accounts on behalf o f College LoanCorporation. These lenders have contracted with ACS to maintain servicing, repayment andcollection activities on their student loans. While 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. [redacted]’s accounts are currently enrolled in the Income Based Repayment (“ IBR”) plan, and aredue for installments of $0.00 ending November 14, 2016 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. [redacted] that the accrued interest amount displayed on our website does notupdate daily. These 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 payment. Dependingon the amount of time that has elapsed between her last payment, and the date that she logs intothe website, the interest amounts may vary. Please 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. [redacted]’spayments and their application to principal, interest and late fees.We apologize for any inconvenience Ms. [redacted] may have experienced, and appreciate herbringing these concerns to our attention.Should Ms. [redacted] have any further questions or concerns, she may contact our offices Mondaythrough Friday from 8:00 AM to 11:00 PM EST by calling ###-###-####. She may also emailus at [redacted]. or access her account online at [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Similar to how ACS DID NOT respond to the Revdex.com complaint within a timely manner, they've completely dismissed both of my concerns and needs. Brian called me on 10/30 and since then he's NEVER contacted me again, even though he said he would. He never explained the billing/interest issues with my account nor why my total payments within my billing cycle continue to be more than the interest he stated I should be charged within that timeframe. I explained and expressed my issues/concerns with him on 10/30. He said he would look into it and call me back, which he NEVER did. I don't even have his contact information.

Review: On Nov 16th I filed a request for correction to my credit report directly with ACS. Case#[redacted]. They currently have my school loan reported twice on my credit report. I only have one school loan with ACS. I provided all necessary account information as well as a copy of the credit report. ACS said it would take up to 30 days....that time has now passed without resolution. I called Customer Service on 12/23 @12:03pm and spoke with Rovina, she said to wait a few more days.

This duplicate entry has caused me to be denied a home loan. I am actively in the process of trying to purchase a home and cannot move forward without this resolved. This is a huge dent in my credit report...having an additional $28K on my credit report is causing a big problem.

I need the duplicate entry removed and all 3 credit bureaus updated ASAP.Desired Settlement: I need the duplicate entry removed from my credit report and all credit bureaus update asap. I also would like a letter stating the duplicate entry was an error and has been resolved.

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

Consumer

Response:

Being that the dispute with ACS has already been in motion 30+ days I would like resolution sooner than 14 days. I have provided ACS with my actual credit report as documentation of the duplication. This matter is drastically impacting my ability to secure a home loan. A three-five day response is more reasonable at this point. ACS should escalate the research.

Regards,

Business

Response:

This is in response to the rebuttal filed by [redacted].

The response to the initial complaint has been provided to [redacted] through regular mail as of January 5, 2016.

Sincerely,

Resolution Management Group

Review: MADE MY PAYMENT FOR MY STUDENT LOAN AND THEY TOOK OUT THE PAYMENT AMOUNT FROM MY CHECKING ACCOUNT TWICE. THEY HAVE REINBUST ME FOR THE ERROR OF THE OVER PAYMENT, BUT IT THEN CASUED AN ISSUE FOR AN OVERDRAFT TO BE ON MY BANK ACCOUNT AND WAS CHARGED ANOTHER FEE.Desired Settlement: REFUND OF THE OVER DRAFT FEE 35.00 I WAS CHARGED BY MY BANK SINCE THE COMPANY CASUED THE OVERDRAFT IN BANK ACCOUNT

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: The company's website has multiple issues with processing payments. More than once I have attempted to make payments online, was taken to a notification page stating my payment was successfully process, only to later find out that my payment did not process at all despite having adequate funding in my bank account. This subsequently resulted in late fees for me, which ACS refused to reverse, despite admitting by telephone to similar customer complaints. I spoke with several individuals at the company regarding this, was told I would be contacted by a manager and never was.Desired Settlement: I am not requesting a settlement, I simply want ACS to hold themselves accountable for defects in their online payment system and in their website.

Business

Response:

Morning,

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.