Complaint Rating:

My daughter has a student loan (I am the co-signer) with Wachovia who contracts with ACS eduction services. She graduated from in Oct 2009 and then continued as a full time student with an unpaid internship until Feb 2010. The requested documentation of this has been mailed, faxed, emailed starting in May 2010 and continues until today 7/14/2010 to ACS. ACS turned the account to Credit Collection Services who continue to mail/call saying she has not made payment. ACS has put our names into collections and the 1st loan payment is not due until 8-28-2010 (6 months from end of schooling). I started to call and deal with ACS on 6/25/10 and was told they couldn't find the paperwork. She sent the paperwork to the Credit Collection Services as she was told. I then sent another copy to ACS via a confirmed email. I was then conferenced with both and the ACS rep hung up when I could not verify a 2nd phone number. I called ACS 7/1, and was told again paperwork was received it will take 7-10 days to process. I called ACS again today and was told again by a Rob that the paperwork is in the system and her deferment has already been processed! He told me to tell collections to take us off their list? I then called CCS and spoke to a Jennifer who says we do not have the correct paperwork. She then put me on hold contacted someone at ACS who told her the same, we do not have the correct paperwork? I called ACS back again and talked to a Teresa who told me she read the notes and the paperwork is correct?
Today I filed a complaint with the BBB against the customer service we have received from ACS. We cannot get complete answers as to what is needed for her deferment to be understood. They also say they cannot stop the collections through CCS? I am extremely disappointed that we would chose a bank such as Wachovia to do a student loan and we now deal with a ACS who we have never even heard of and cannot get resolution!