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To Whom It May Concern, This is in response to the above-referenced complaint filed with your agency by Steven W***. 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 two Federal Consolidation educational loan accounts on behalf of Mr. W***s’ lender, Nelnet, 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 Nelnet and are serviced per their terms. Mr. W***’s Loan Verification Certificate (“LVC”) was completed and returned to the requesting consolidation lender on December 6, 2016, as well as January 4, 2017. 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, Torey G***

Revdex.com
File #: ***
To Whom It May Concern,
This is in response to the above-referenced complaint filed with your agency by *** ***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 private educational loan account on behalf of Ms***’s lender, *** ***, 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 loan is owned by *** *** and serviced per their terms. ACS has serviced this account since disbursement
If Ms*** is having difficulty affording her monthly installment, her lender offers up to months of forbearance over the life of the loan of which Ms*** has not utilized any months. I discussed this option with Ms*** verbally on January 23, and she declined. If she wishes to apply for forbearance in the future, she may contact our Customer Care department to obtain an application
Interest accrues daily based on the unpaid principal balanceAll payments received are applied first to late charges (if applicable), then to accrued interest, and finally to the principal balance. All payments received are applied in this manner. Unfortunately, it is not possible to remit principal only payments. We apologize for any inconvenience. A payment history will be mailed to Ms*** which will indicate how much of each payment was applied towards late fees, interest, and principal
A copy of Ms***’s Promissory Note was mailed to her on January 25, 2017. Ms***’s original lender was Education Finance Partners
Ms*** may contact our offices Monday through Friday from 8:AM to 11:PM ET by calling *** ***, or via email at ***. Additional information is available by visiting www.acs-education.com
Sincerely,
Dan F**Resolution Management Group

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

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

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 partySince a signed privacy
release was not provided, a detailed response will be provided directly to the consumer within days via US mailACS takes consumer feedback very seriously and we will immediately begin to review this specific situationWe appreciate the opportunity to respond and the case will be fully researchedSincerely, Resolution Management Group

March 24,
Consumer: *** ***
File #: ***
Dear ***,
This is in response to the above-referenced complaint filed by *** ***
Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) services three Private educational loan accounts for Ms*** on behalf of the lender, MEFA. MEFA 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 MEFA and are serviced per their terms and regulations
MEFA does offer a billing recipient change for individuals who would like to be changed from a co-borrower to a primary customer; if both parties agree to the change
On February 27, 2017, ACS received the application from Ms*** for the billing recipient change. The application was rejected on March 10, as our records did not have Ms***’s updated last name on system. On March 13, 2017, Ms*** submitted the name change request along with the billing recipient change application
On March 17, 2017, this request was completed. Ms***’s new account numbers are *** *** *** ***
Should Ms*** have any further questions or concerns, she may contact our offices Monday through Friday from 8:00AM to 11:00PM ET by calling ***
Sincerely,
Samantha H***
Resolution Management Group

Revdex.comFile #: ***To Whom It May Concern,This is in response to the above-referenced complaint filed with your agency by *** ***We areproviding you with a detailed response that addresses the customer’s concerns.Xerox Education Services, LLC., doing business as ACS Education Services (“ACS”) previously servicedone Federal Stafford educational loan account on behalf of Mr***’s lender, College LoanCorporationCollege Loan Corporation contracted with ACS to maintain servicing, repayment andcollection activities on their student loansWhile ACS was the primary contact point for servicingactivities, the loan was owned by College Loan Corporation and serviced per their requirements, theterms of the loan’s promissory note, and Federal Regulations.Our records indicate payment in the amount of $was due by March 14, As this was notreceived, Mr***’s account became delinquentThe following notices were sent via postal mail:Date Mailed Notice TypeDelinquencyReported for theMonth2/17/Payment due 3/14/---3/24/Past due reminder ---4/14/day delinquent notice ---5/15/day delinquent notice 606/16/day delinquent notice 907/14/day delinquent notice 1208/18/day delinquent notice 150In addition, attempts were made to contact Mr*** by telephone on the following dates:Date Action04/25/Voice message left05/01/Voice message left06/06/Voice message left06/11/Voice message left06/22/Voice message left07/09/Voice message left07/22/Voice message left08/06/Voice message left08/20/Voice message left09/11/Voice message left09/12/Voice message left10/02/Voice message leftThe account continued to reflect a delinquent status until notification was received on October 10, 2013,which informed us of his recently filed bankruptcyHis account was then brought current with anadministrative forbearance and suspended as required by Federal Regulations.Mr*** entered repayment status February 2014, and maintained a current payment status untilpaying his loan in full on November 12, 2014.Our records indicate we received correspondence from Mr*** on April 18, In this letter, herequested competent evidence bearing his signature confirming his repayment obligationA reply wassent in postal mail on April 27, which included a copy of his signed promissory note.Correspondence was received on May 22, 2017, in which he disputed his credit reportingAttempts tocontact him by telephone were unsuccessful; and a response letter was sent via postal mail on June 6,This response explained why his account was reported to the National Credit Bureaus in 2013.The full payment history for his account is included with this responseShould he identify payments hehad made but are not included in this history, we encourage him to submit documentation so we mayresearch further.ACS reports the status of each account monthly to the National Credit BureausWe begin reportingaccounts as delinquent once it reaches days past due and will continue negative reporting every 30days until the account is brought below days of delinquencyAs Mr***’s account had beenreported prior to his bankruptcy filing, this information is accurate and is unable to be removed from hiscredit history.In addition, our records indicate his dispute was reported to the National Credit Bureaus on June 6, 2017and June 16, Please allow the Bureaus up to days to reflect the dispute request.Should you have any further questions or concerns, please contact our offices Monday through Fridayfrom 8:AM to 11:PM EST by calling ###-###-####.Sincerely,Shannon W***

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

To Whom It May Concern, This is in response to the above-referenced complaint filed with your agency by *** ***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”) Consolidation account for Ms*** on behalf of Navient Navient contracted with ACS to maintain servicing, repayment and collection activities on their student loans. While ACS is the primary contact for the servicing activities, the loan is owned by Navient and serviced per Federal Regulations Our records indicate ACS received an Economic Hardship Deferment and Unemployment Deferment request from Ms*** on June 6, 2017. Notification was sent to Ms*** on June 13, 2017, advising that her deferment requests had been deniedThe denial was necessary because she has exhausted the maximum time allotted for these deferments. ACS attempted to contact Ms*** by telephone and left voicemail messages on several occasions. Our system shows the last telephone contact received from Ms*** occurred in 2013. As of July 19, 2017, Ms***’ account is days past due in the amount of $743.08. Late fees of $have been assessed and her next payment of $is due by July 28, 2017. Should Ms*** continue to experience financial difficulties, she may contact ACS directly to explore her repayment options. If Ms*** has any further questions or concerns, we encourage her to contact our office Monday through Friday from 8:AM to 11:PM EST by calling ###-###-####. She may also email us at *** or access her account online at *** Sincerely, Shannon W***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

Revdex.com File #: *** To Whom It May Concern, This is in response to the above-referenced complaint filed with your agency by *** ***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 Stafford educational loan account on behalf of Ms***’s lender, U.SBank, 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 loan is owned by U.SBank and is serviced per their terms and federal regulations ACS began servicing Ms***’s student loan on February 12, 2015. Listed below are the notifications that have been sent to Ms*** regarding her account Type of notification Date generated Welcome Letter February Disclosure Statement and Repayment Schedule February Statement confirming forbearance applied February Billing statement for payment due April 14, March Past due notifications April through August Statement confirming forbearance applied September Forbearance reminder November Statement confirming forbearance expiredDisclosure Statement and Repayment Schedule March Past due notifications April and May Statement confirming forbearance applied May Forbearance reminder July Statement confirming forbearance expiredDisclosure Statement and Repayment Schedule December Past due notifications December through February Statement confirming forbearance applied March In March 2015, ACS did receive return mail from the post office marked as undeliverable. This prompted ACS to take the necessary steps to locate a valid address for Ms***; of which was obtained on May 7, 2015. From that date forward, all notifications have been sent to that address This is also the address Ms*** verified in her inquiry Email correspondence was received from Ms*** in May and June of 2015; inquiring about past due notices that she had received. At the time of those emails, Ms***’s account had not yet been reported to the credit bureaus. Ms*** was provided with her monthly payment amount and also our customer service information to contact with any questions. To date, ACS has not received any telephone contact from Ms*** ACS reports the status of each account monthly to the National Credit Bureaus. We begin reporting a delinquent account once it reaches days past due and will continue negative reporting every days until the account is brought currentWhen forbearance is backdated, it does not remove derogatory reporting prior to the forbearance request being received by ACS Ms***’s account was reported to the credit bureaus as delinquent for the following months: June July August February As of the date of this response, Ms***’s account is reflecting in forbearance through November 14, 2017. The next installment will be due on December 14, 2017. Should you have any further questions or concerns, please contact our offices Monday through Friday from 8:AM to 11:PM EST by calling *** Sincerely, Torey G***

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

I originally requested a loan consolidation from *** back in March When I originally completed my application with ***, I was advised that I would need to list all loans that I would like to include in the consolidationI listed the three loans from ACS on that applicationI received correspondence from *** about a week or two later in regards to the loans that would be included and when the consolidation would be completeIn reading the correspondence I noticed that none of my ACS loans were on there so I decided to call ACSFrom what I was told by ***, an LVC was sent over to ACS in MarchACS reported that there was a $balance because they were no loans with themI asked ACS to confirm how many loans I have with them and was told loansI then questioned why that information was not given to *** when they sent over the LVC, and the rep said because my loans were in a "financial hold" and were not transferableAt this point I am confused, so I spoke with a supervisorShe told be that the loans were in default and that was the reason they could not be transferred(I had a defaulted loan that was just included in the consolidation, so I knew that was not the case)I was then transferred to the "cures" department and they advised that my loans were private so that is why they couldn't be transferredAfter being misinformed several times, I requested to be transferred to a supervisorFinally spoke with Davis Wwho has been a great helpI told him everything that was told to me by the ACS repHe confirmed that my loans were not private and that they should have been included in consolidationHe suggested that I contact *** and have them send over another LVC*** sent over the LVC on June 1, Called ACS a couple of days later and they did not receive itCalled *** and they advised that they did indeed sent it, so they sent it again on June Called ACS days later, and once again, they did not receive itCalled *** again, and they stated that they just went ahead and sent the LVC to *** to bypass ACS all togetherI am not sure what system ACS uses, but it is very odd that LVC were sent over, was received and completed with the wrong information, and the other are just in Limbo somewhereAre you guys checking the right social? Are you guys checking under Stevenson or my maiden name ***?I have been working since March to get these loans taken care off, but yet ACS still wants to report to the credit bureauI honestly think that it is not fair when, one, you all received the LVC in March and sent it back stating you didn't have any loans, and two, you received other LVC'sMy account would be paid in full if ACS would have just released my loans back in March. Because of the misinformation and the lack of careless with ACS, I decided to take matters with the Office of OmbudsmanApparently, I am not the only one with this issueI am working with *** to acquire all information and documentation that they sent to ACS and received from ACS and submitting that to them so that they may send it off to D.C.What frustrates me is that *** is saying one thing and ACS is saying anotherIt's either they received the LVC's or they didn'tSomeone is lying at ACSTwo reps and one supervisor confirmed that the 1st LVC was received and sent back to *** in March, but no one in the "cures" department seen any LVC's come inI really think that ACS should be audited.I just want my loans transferred and late payments from March adjusted so that I can get away from this nightmareHopefully the Office of Ombudsman can assist me further
Regards,
*** ***

While incarcerated, I made several attempts to contact ACS by mail to request a paper IBR applicationI received two separate computer-generated responses from themThe 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 remediedIn the past, the human beings I spoke to at ACS were very courteous and helpful to meHowever- when I was incarcerated and not able to contact them by phone or Internet, these problems aroseI 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,*** ***

This is in response to the rebuttal filed by *** ***
The response to the initial complaint has been provided to *** *** through regular mail as of January 5,
Sincerely,
Resolution Management Group

The information that was sent by ACS was not the same information that was given to *** by the Guaranty ***Once again my accounts are going to report negative because ACS is not giving the correct informationI spoke with *** and they advised that they are still the Guaranty and all accounts are showing current on their end*** is showing the my loans are Temporarily Uninsured which is not the case according to ***

Revdex.com
File #: ***
To Whom It May Concern,
This is in response to the above-referenced complaint filed with your agency by *** ***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”) previously serviced one Federal Family Education Loan Program (“FFELP”) Stafford loan account on behalf of Mr***’s lender, Utah Higher Education Assistance Authority (“***”), 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 loan was owned by *** and serviced per their terms
Mr***’s grace period expired on May 24, with his first payment due by June 14, 2015. Notification of this was mailed on May 31, 2015. When no payment was received, past due notices were mailed on June 21, July 19, and August 15, 2015. The account was reported as days past due to the National Credit Bureaus in August,
On September 10, 2015, Mr*** called ACS and requested forbearance
ACS reports the status of each account monthly to the National Credit Bureaus. We begin reporting delinquent accounts once they reach days past due. When forbearance is back dated, it does not remove derogatory reporting prior to the forbearance request being received by ACS.
Unfortunately, ACS is unable to honor Mr***’s request to remove the derogatory credit reporting as his forbearance request was received after the reporting had occurred. We apologize for any inconvenience
ACS did not receive any other communication from Mr*** prior to his account transferring to *** on February 2, 2016. On this date, *** transferred the servicing of Mr***’s account from ACS to their own servicing division. Mr*** may contact them at *** ***
Mr*** may contact our offices Monday through Friday from 8:AM to 11:PM ET by calling *** ***, or via email at ***. Additional information is available by visiting ***
Sincerely,
Dan Fox
Resolution Management Group

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

To Whom It May Concern,
This is in response to the above-referenced complaint filed with your agency by *** ***We are providing you with a detailed response that addresses her concerns
I discussed this matter with Ms*** via telephone on July 15, 2016. Her loans currently serviced by ACS are permanently uninsured. As such, the prior guarantor, *** *** *** ***, is not updated with their current status
Should Ms*** have any further questions or concerns, she may contact our offices Monday through Friday from 8:AM to 11:PM EST by calling ###-###-####. She may also email us at ***, or access her account online at www.acs-education.com
Sincerely,
Dan F**
Resolution Management Group