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Conduent Education Services / ACS Education
Conduent Education Services / ACS Education Customer Service Phone, Email, Contacts

Conduent Education Services / ACS Education
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3.0 76 Reviews

Conduent Education Services / ACS Education Complaints Summary

37 Resolved
39 Unresolved
Our verdict: Dealing with Conduent Education Services / ACS Education, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Conduent Education Services / ACS Education reviews & complaints 76

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10:47 am EDT
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Conduent Education Services / ACS Education cant get them to apply over payments to principal balance!!!!!

I have been trying to pay OFF this loan that my mom co-signed for, for over 6 years.. the balance has barely budged because of "interest" EVERY time I send in a payment on the receipt I hand write " Please apply extra money sent to PRINCIPAL balance!"
They don't do it.. Why does it have to be SO difficult to apply it? HMM not sure who works for these idiots but its really frustrating to try to pay off when they don't apply it to principal like they should!

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CristianG
SF, US
Apr 29, 2012 10:45 am EDT

They are absolute terrible.

I have been paying my bills on time, and slightly over the due amount for some time now, but every single quarter they raise the APR anyhow.

They are absolute crooks. DO NOT take out a loan with them for whatever reason if at all possible. They are one of the worst student loan companies around, and it's a TRAVESTY our government doesn't do anything for students like us struggling to make ends meet post graduation and having to pay outstanding interest rates that get raised and raised and raised.

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Conduent Education Services / ACS Education criminal acts

my student loan was with Wells Fargo and they sold it to ACS. I am in still school and I had the school submit an in school deferment via email and when ACS said they did not get it I had the schools financial aid office call ACS to straighten the mess out. I thought everything was taken care of until today I received a notice from ACS stating that I am delinquent on my loan they have tacked on late fees and raised my interest rate. This company is a scam I am in the process of contacting the Department of Education as well as Wells Fargo I fear that they have already reported this to the credit agencies. Can anyone give me some advise should I get a lawyer to have the mess they have created reversed?

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Conduent Education Services / ACS Education collections/customer service/unethical

Business ID: [protected] Name: ACS Address: PO Box 7051 City: Utica State/County: NY Zip/Postal Code: 13504
Business Phone Number: [protected]
Send complaints also to
Better Business Bureau, Inc. (Upstate, NY)
100 Bryant Woods South
Amherst, NY 14228
Web: http://www.upstateny.bbb.org
My husband was permeability & totally disabled right after he graduated in May 2011. We had almost lost him. While he was in the hospital/ICU I had called and started the process to have these loans removed before the payments started. I called LSU-S the school where he graduated they put me on a conference call with ACS (in america. i think ATL) they were helpful and sent me that information. I certified that information of his disability in Sept/ at the same time as NEtlet(loan company). ACS sent a letter stating they needed my husband's signature /netlet did not need that info-- I went to the hospital and refiled that information with his signature (lucky at that time he was not in a coma) I received again in Sept they received the 2nd completed packet now with his signature. At that time, netlet sent a letter stating they already were processing the claim thru department of education and he was approved to suspend all payments. We received a our first bill from ACS. I called immediately to check on the status of the ACS claim, I was treated very rudely from an person who not only refused to help me but refuse to transfer me to a supervisor or give me another number to contact someone else. I called repeatedly for months and received the same rude service with no help along with more bills from them with added late charges/ harassing phone calls from english as a second language "customer representatives" who could not help resolve that situation . I have even received a letter from the Department of Education stating they have discharged those loans while ACS is still trying to collect. I sent a third copy of the packet included the letter from the Department of Education along attempting to log on to their limited access website which was also no help in resolving this matter. I have had to get the school involved again to help break thru their walls of denying help or access. My their actions/inaction it is clear to me their only point in business to take advantage of the public by their unethical money collections. They provide not only no customer service but RUDE insensitive and at times evil service ( they agent told me only if my husband died would he be able to be released from this loan, and send the death certificate)
Desired Settlement: Billing Adjustment
Desired Outcome:
1.) immediately adjust this bill ( suspending or stopping collections) the department of education released us from this loan they should have updated their files 2.) train their agents where ever they are located on customer service practices and to be able to give or transfer calls to people who could help the customer 3.) Have people available to help the customer not send their calls to the lowest bidder 4.) Apology stating how they will change those business practices in the future and do so.
Complaint Background
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: school laon
Dates you complained to the company/organization
7. First Date: 8/1/2011
8. Second Date: 9/28/2011
9. Third Date: 11/1/2011

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Update by The Stones
Feb 11, 2012 8:09 pm EST

negative stars

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4:50 pm EST

Conduent Education Services / ACS Education call forwarded to India or other

I have been paying on this school loan for 6 years. In that time, I have paid 200 a month and 300 the last year. My total loan was for 10, 500. I should have had this paid off a LONG time ago, at 6.25% Interest. In the last year, I paid 10, 000 alone. My statement says I only paid 212. in interest. Something is rotten.
I requested to call customer support and got a woman in either India or Pakistan that says I have no account and they wanted my social sec. number. I hung up.
SOmething is wrong. I have nearly bought a house with the amount of money I paid.
Chase sold my loan and its been crazy ever since. I am a consumer and I resent signing a contract with Chase and having them flip it to someone who is unreliable and a thief.

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Conduent Education Services / ACS Education Incorrect Billing

I am a co-signor on an account for a student loan for Tia McNeese. W have a letter from the company stating this loan is in deferment. Ms. McNeese and I have made several attempts to resolve this issue with the company but no representative will contact us back. A University of Phoenix representative has also made several phone calls on our behalf, to no avail. This account should be in deferment and the company needs to correct the negative reporting to all credit bureaus.

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Conduent Education Services / ACS Education Student loan

This company tells me they will work with me on lowering my payments after I recently only been notified by them that they took over my student loan after Bankruptcy. I would rather deal with the people I worked with before or some other company because they do not deal reasonably with customers in this time with the economy. They tell me I have options and then I don't have any good ones. I have tried 3x's unsucessfully to register on line to see my acct. and have talked to a representative 3 times with no sucess. Is there anyway to change buyers of my loan? I did not even know about this until a month before they tell me my loan is due-no other letter which only arrived this past week.

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Sue1
Lomita, US
Dec 09, 2011 2:54 am EST
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I don't understand these people, at all. I've never had such poor communication with any company, ever! They make up their mind, at will, how they will charge you, and their communication is one-sided--all theirs! I'm planning on getting a lawyer. I've had it. I'm not going to live forever, and would rather have other things on my mind when I go than how strange these people are.

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Conduent Education Services / ACS Education Student Loans

I was unable to work during school due to the strenuous hours of my class loads. I was a full-time student. From my original graduation date, I was unemployed up until five months afterward (still not making very much money). When my payments started in September, what with my cost of rent and other living essentials, I was unable to make the full monthly payment. I called customer service to ask if I could get lower monthly payments. The woman on the phone told me no, that that was impossible for them to do, and that I would just have to make the payments somehow. They told me that my ONLY option was to defer for another 6 months, but that afterwards, I was no longer able to continue doing that any longer ever again. I had no choice at the time and agreed. When the six months was up again, I was married for a month and I was unemployed again for three months. We were able to make the payments as his payments hadn't started yet. I was unemployed for another two months and we were okay with all of our combined student loan payments (he has ACS loans too). His second loan through them is starting up for repayment this month (December 2011) and it is definitely beyond our means to pay all of our other bills and loans off. We filled out their Income Sensitive Repayment application, and with our combined monthly GROSS income and with what we owe combined to ACS, we would, according to the application, be required to pay the full amount. With our rent, our other student loans combined, and with all of our other bills- before we even had to start worrying about this loan, we were living paycheck to paycheck- we are not going to be able to do it. I don't think it's fair that they only take into account on how much we make and not all of the other bills we have to worry about or the family size. The U.S. Board of Education is so much more willing to help us out by giving us more time to fill out the paper work and have it processed, while ACS is so unwilling.

If you are lucky enough to read this before you sign a loan with ACS education, don't sign with them! The thing is too, my husband did his loan through Wells Fargo, and Wells Fargo sold his loan to ACS. I think they should ask people's permission before they just so willingly sell our loans while we have to deal with the repercussions.

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CristianG
SF, US
Apr 29, 2012 10:50 am EDT

Unfortunately, the way student loans work in this country is anyone and everyone can buy the loan from the original lender, and we as consumers have absolutely no say at all whatsoever.

And our government is willing to do absolutely nothing about it.

But I am sick and tired of having them rip me off year after year, raising my student loan APR every quarter despite having my payments on time, and in fact, overpaying them. I just took a look at my minimum amount, and it's less if you can believe it.

They are crooks. Don't take out any loans with them.

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Conduent Education Services / ACS Education Fraud

I get phone calls everyday and mail saying I owe a loan to ACS for a school I have never went to.I never signed for this loan.I requested the MPN (master promissory note) four times.Each time I requested for it, they said they never received the request.So I did a return receipt and certified mail for the last request for the mpn.I received the mpn and the signature is not even mine.I have documents from the school stating I never went to school there.My name nor social security number has never been a student there. I have been battling this since 2008.Now that I am scheduled to start college in Jan. 2012, I fear that because they are about to default me, it will just get harder for me to fight.I have done everything they asked for, and still ask for more.I was told if I sent them a copy of the document from the college that I didn't attend than that would be all they would need to cancel this loan.They have yet to even put a freeze on the account as well.They were suppose to investigate it and never did.I have been stressed to the max since 2008 with this "company".and on top of it, I went to my local police station to file a report last Friday, and because this is bigger than what they deal with I have been getting the run around from them as well.Identity theft is not a walk in the park at all.This is not my first time dealing with identity fraud either.I had to fight a case in Florida as well as in Detroit.So if anyone has any information they can help me with please don't hesitate!Thanks [protected]@yahoo.com

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CristianG
SF, US
Apr 29, 2012 10:46 am EDT

They are absolute crooks.

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10:28 pm EST
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Conduent Education Services / ACS Education Criminal Servicing Techniques

ACS has the most confusing and deceptive invoices, notifications, and disclosures out there. I have diligently paid my student loans on time for 7 years and have I never missed a payment. (And man, I have worked SO hard to do that...) They have managed to lose my payments (that were on auto pay, no less) and confuse me on a routine basis.

Recently they tried to overcharge me more than $2, 000! Just as I am trying to consolidate my loans they added more to the prinicipal as if I wouldn't notice. I should not be more educated and better business person than my servicer...

Their procedures are straight up criminal. You cannot reach a coherent person who knows about loans, ever. The CFPB needs to check in here.

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Conduent Education Services / ACS Education Late fees/customer service

Worst company ever! I have been charged multiple late fees, even after my payment had been processed and money had been taken from my account. My loan was split into two, one was in a prepayment status, and didn't need payment until December, they then failed to send me bills for my other loan, resulting in MORE late fees. I try to call them, I was put on hold for close to an hour, completely unacceptable. This company is useless and should be ashamed.

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Conduent Education Services / ACS Education RIP OFF SCAM ARTIST

I have been paying on these student loans for years now, this "business" has changed carriers several times without notifying the indivudals carrying the loans. I have (for the past 5 years) paid THOUSANDS of dollars in an attempt to pay my student loans down, having gone through times of default because my ACS loan "could not be located". I was told that LOAN SCIENCE was carrying my loan; contacted them: answer here was NO. No they were not carrying the loan. I am enraged with this system. I received word today that ACS states "I am over 60 days past due" without any mail in the past several months from them after hearing that they changed carriers AGAIN, now all of a sudden they are carrying this loan? Where is all of my hard-earned money going? Where is the class action lawsuit? I need someone to contact me with the correct steps, I am saddened and sickened over this entire scenario, the scamming, the lack of integrity, the fraudulent ways of stealing someone's money. Downright awful

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Burger1
, US
Nov 21, 2011 10:41 pm EST

@Kemm, I was recently told the same information about my loans, that Loan Science carried two of my loans, but ACS would not give me the contact information for Loan Science and said that I would have to do a search for it. I haven't had any luck with my search, do you still have the number to Loan Science?

Stephanie

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mel longendelpher
Greenville, US
Aug 30, 2011 12:34 am EDT

I CO-SIGNED FOR MY DAUGHTER 4-5YEARS AGO AND SHE DE -FAULTED ON LOAN. NOW I' M STUCK PAYING LOAN OFF .PLEASE ADVISE ME ON WHO OWNS THIS LOAN? HER NAME WAS MELODY RICHARDSON. I'M MELVIN LONGENDELPHER HER FATHER. ACCT.#P-[protected] LOAN TYPE
EFPPCC . I SEND MY PAYMT. TO P.O.BOX371834 PITTS. PA. [protected].
MY OLD ACCT.#0J168Q XXX-XX-2890-1. PLEASE SEND ME A COPY OF CONTRACT OR I NEED TO SEEK LEAGLE ASSISTANCE.
E-MAIL ADDRESS: osuboomer@hotmail.com

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Conduent Education Services / ACS Education ACS- Class Action Lawsuit for Fraudulent and Deceptive Practices

I am looking to join the ACS- Class Action Lawsuit for Fraudulent and Deceptive Practices. Does anyone have the lawyer's information so that I can contact them?

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nomie25
Los Angeles, US
Aug 01, 2012 10:05 am EDT

Hello!
Your post is over a year old but I wanted to know if you ever moved forward with that class action suit against ACS? If so how did it turn out? I'm currently having problems with them regarding an old student loan that they purchased from Chase. Any information would be greatly appreciated!
Many thanks!

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ACSvictim2011
Scottsdale, US
Jul 12, 2011 12:09 am EDT

Can I get the information on the Class Action suit against ACS, please.
Jaime

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Conduent Education Services / ACS Education bad customer service

I recently filed a complaint against ACS on behalf of our daughter. Too soon yet to know if filing the complaint will help her situation.
Those of you who have listed your complaints might want to consider doing this for yourself.

ACS is a part of the Xerox company. I phoned the Ethics Office below at the help line number. My complaint was taken by a third-party service, who gave me a reference number and an email address to follow up with. Within a day I had a response from the ACS Ethics Officer that my complaint had been received and forwarded to the appropriate people to follow up.

(http://www.acs-inc.com/contact-acs.aspx
Ethics Office
800.443.1946 (helpline)
214.841.8426
[protected]@acs-inc.com

There's also a second email, which I did not use.
[protected]@xerox.com

Xerox states that its company ethics apply to all its branches.
http://www.xerox.com/about-xerox/citizenship/ethics/enus.html

Consumer complaints about ACS:

http://www.consumeraffairs.com/finance/acs.html

http://www.complaintsboard.com/complaints/acs-education-c224536.html

http://www.studentloansconsolidations.org/problems-with-acs-student-loan-handler/

http://www.personalfinanceanalyst.com/acs-student-loan-information/ (student complaints at end of article)

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susan Pepper
Levittown, US
Apr 06, 2012 8:20 am EDT
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Dear Sir, My name is susan Pepper and my account # is B05021813 and I am very angry about the service. I am a teacher and I usually make several payments at one time that are sent with the booklet stub for that month or months. Since Jan there has been a problem who ever processed my payments did not do it correctly. I have been in contact with two people since Jan and they both told me it was fixed. The last person s name was Mana # 3028 and she told me everything was corrected. I than got a letter from aes that they were taking over the loan, so I sent a payment to them in March but it was an April payment with a note to make sure it was applied to April not March. Well I get a letter from AES saying that April's payment is due, so I called ACS spoke to Malcom 0n 4/6/12 he said it should be taken care of within 7 to 14 days. Then I had to go and call AES and explain to them what happened then I had to call ACS back and talk to them. I want a letter clearing this matter and I want the two agencies to talk because i am tired of being on the phone for two hours. I have always paid my loan on time but there seems to be a problem with the people who process them They don't look at the stub when it goes in and they assume it is for that month. I would like this matter cleared up immediately . I can be reached at [protected] Home or cell [protected]. I don't want my credit screwed up or I will take further action . Sincerely, Susan Pepper

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Conduent Education Services / ACS Education Fast Cash Scam

Someone kept calling me by the name of Ryan Moss from ACS (which clearly wasn't his real name, was a heavy Indian accent) and leaving messages on my work number saying it was of urgent matter that I called him back and if I didn't, the best thing he could do would be to wish me luck for all the things that befell me. It was pretty clear that what he was reading was a script as the messages never changed and were verbatim. The number of my phone showed up as [protected] but he kept leaving a number of [protected] to call him back. Fed up, I finally answered it, and he promply confirmed my name and asked that I supply my lawyers name. I told him I didn't have one, and then he asked if I was going to be in court the next day. I mentioned I did not know what he was talking about, and he acted surprised that I didn't know of my court date (don't you need to be served papers for court in person?!?!) He went on to say that he had an affidavit and then held up a bunch of papers to the phone like he was shuffling through imaginary paperwork. He told me I couldn't interrupt him during his reading of the affadavit. Basically charging me with theft, fraud, and something else, he said that he was in charge of taking me to court for unresolved debt with Fast Cash and that the charges would be nearly $5000. After a bunch of questions asking him who he was (I asked what his website was, and he blew up and said it was ridiculous that I didn't trust him or his validity for his company - please note, the website I used to file this report may be incorrect, but it was the only ACS collection agency I could find on the internet). I told him I'd meet him in court then, and he said that he couldn't meet me since he was in California and court was in my home state of Minnesota. I then asked what he wanted me to do...and he said that he could settle the matter out of court for a mere $900 some dollars. I told him that I would contact Fast Cash instead to figure out why they still claim I owe them money, and he said that no, they didn't have time to talk with me direct and that he was going to settle it for them. I told him I'd try to take care of everything without his help because I didn't trust him. He proceeded to tell me that he was going to send the litigation to my employer (ummm, why not me, since I haven't gotten it?) and let them know how bad of an employee they have. I hope they do, as my employer would probably help me sue them for defamation. Long story short, don't let these people scare you into payment. Their practices are totally deceptive and illegal. He said at the original time of the call that I was being recorded...at the end of the call, I asked if he could potentially send me a copy of the recording. He hung up.

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Joanne L.
Aiken, US
Feb 09, 2012 8:20 am EST

I had the same thing happen to me, but they added that I would be arrested on 2/10/2012. I went straight to my local sheriff' department and found out that I do not have a warrent for my arrest. The number that I received was an 818 number, also located in California. This is not the first company to do this. I did not even give him a chance to blow at me because I hung up on him. Someone needs to look into these scams.

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Conduent Education Services / ACS Education Suspect Accounting Practices

Wells Fargo financed my student loans and the loans were %400 paid ahead. Suddenly ACS Education Services bought the loan. ACS sent a letter demanding payment although the account was paid $500 in advance. I sent an email over tot their CEO Lynn Blodgett lynn.[protected]@acs-inc.com to ask about their fraudulent accounting practices which appear to be a Sarbanes Oxley violation. I advised I would take them to small claims court which is allowed in each state. The limits of the claim can not exceed $15, 000 in Georgia. One of Lynn's people responded in two days to "straighten the matter out" within two days. Seems lighting a fire under Lynn gets things resolved if they arent too far out of hand. Judging from the number of complaints on ACS Education Services I think they are a class action suit waiting to happen.

Thanks
Rhett Murphy CEO
Executive Escalations LLC
http://www.executiveescalations.com

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Conduent Education Services / ACS Education Poor customer service

My loan was recently sold to ACS Education Services. Last month they sent me a letter telling me that I would be getting a bill from them, but I never did. I had no account number, place to send my payment or payment amount so I waited a month thinking that my bill would come, but only received another letter telling me that they decided to consolidate my student loans. There was no account number, no place to send my payment or payment amount so I decided to try to register and log on to pay my now 2 month late bill. I couldn't log on so I called the company. The first thing the automated phone asked for was an account number. It settled for my social security number but wouldn't let me go any further because it said that my phone number was wrong. I was stuck on this setting forever until I was finally transferred over to a real person. This person was extremely rude, unhelpful and barely spoke any English. We argued for at least 15 minutes because he wanted me to magically guess what numbers that they had for me. He said that my address was wrong even though the company had mailed me their letters to my current address. He wanted me to pay my 2 month late bill on the spot over the phone with an additional charge for paying over the phone. I refused to do it and the man was even ruder. He told me that I could pay online that my account information was now OK. After 30 minutes of dealing with this rude employee, I was able to log on and pay my bill. This company is horrible. I am currently researching how to transfer my student loan to a better company.

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PC_1
San Diego, US
Apr 10, 2012 4:36 pm EDT

ACS Education has possibly the worst customer services I've ever experienced. I called them on three separate occasions, and talked to three separate people who all were rude, short, and had a thick accent. They actually rose their voice and started arguing with me, and when they started speaking really fast I could barely understand what they were saying. Their website is not user-friendly at all, and is extremely hard to navigate. I think the worst thing was the fact that they all gave me somewhat different responses on how to get my money back (I overpaid), and when I asked them (as clarification) if they said something, they immediately argued back saying "I didn't say that - YOU said that." Pretty taken aback by their aggressiveness. I usually never complain, but this company is ridiculous. I guess they don't really need to have good customer service, as I did not choose this company to deal with my student loans, but it was simply transferred to them. If you have a choice, definitely don't take your loans to them.

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Conduent Education Services / ACS Education ACS taking over Wells Fargo Student Loans

ACS is taking over Wells Fargo Student Loan -- in an effort to make sure my history matches what is transfered over here's what Im finding out. Ive been making payment --they are saying Im delinquent status at a certain point (270 days) they can garnish wages... WELL my last payment to Wells Fargo i.e... of $257 was NOT credited in full --they are only showing $130 payment. HELP! Of course, I don't want to send anymore payments. I have called WellsFargo for a payment history...and I will do my part to compare w/my bank I was making payment thru. THIS IS CRAZY! ALL THIS SHOULD BE A RED FLAG! NOW I have to spend time/energy/money to fight this. What recourse does one have for this? With all the CROOKS AND CRAZINESS w/financial institutions, there should be some recourse. Im seeing complaints on-line. Any advise!? People do your homework on payment history --

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ACS Sux
right here, US
Jan 05, 2013 9:07 am EST

Yes, take them to court! The fair credit reporting act seems to have been violated!

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Conduent Education Services / ACS Education Practices

My wife and I had student loans which were recently transferred to ACS education. We had been applying for Income Based Repayment with the original lender when it happened (something we found a little fishy). They have been impossible to deal with. We carefully sent them everything they asked for. Months went by without hearing from them.I called many times and was told they had never recieved anything. Finally, I talked to someone who told me the IBR had been rejected because the application did not contain pay stubs. NOWHERE did they ever request pay stubs. It took a lot of verbal wrangling to convince the representative that we needed another packet with instructions on exactly what they need, it was like pulling hen's teeth. I am concerned about how this process will go.

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Conduent Education Services / ACS Education Unwanted calls

I keep getting calls from this place where they are not speaking very good english and tell me I owe $782.00 on payday loan (I never took out and there is no record when checked with my bank). They keep calling relentlessly and have even harrassed my 13 year old child, saying someone is going to show up at my house and that I am really home etc, and in fact, I was at work! They want to talk to my attorney and when I try and get their information, they will not give me anything in writing or verbally. What a scam! How do I make them stop? I am not going to be harrassed at home nor at work for something I did not do! This ACS needs to be stopped!

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Conduent Education Services / ACS Education Income Based Repayment plan

Last year (2010) ACS Education started servicing one of my student loans. I had been granted an Income Based Repayment plan for every student loan I had withstanding for a full year. When IBR plan renewal time came I sent each and every loan holder a new IBR application along with the required documents. ACS Education never contacted me for about one month while the other loan holders (AES and Great Lakes) granted me a new IBR plan for a full year in less than one month. Later I received a letter from ACS telling me that I had not been granted IBR repayment because they needed other documents from me. I called ACS and the representative told me to fax proof of my income, which I already had done at renewal time. Nevertheless, I faxed them the papers. Another month silence followed and I became very worried so I wrote them a certified mail letter in Dec. 2010 complaining about their customer service and IBR plan and sending them my application for the THIRD time. Later I called ACS and the customer service rep told me thah my IBR repayment plan was granted on dec.2010. Today (feb. 2011) I had just received a letter from ACS telling me that my IBR plan was not granted and that I have to pay full payment amount in march. This is driving me nuts! These people do not know how to service student loans. I will file a complain with the Department of Education as I have seen too many complaints about them over the web.

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Concerned Oklahoman
Muskogee, US
Mar 14, 2013 9:37 pm EDT
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I am going through IBR problems with ACS right now. I have sent them numerous forms only to be told that I am now in default status. The customer service reps have been extremely rude and have given conflicting information. I submitted IBR forms last year. I received confirmation of them and that my payment amount was $0. After 3 months, I kept getting e-mails telling me that my payments were past due. I contacted ACS regarding this, and they told me it was a computer glitch, I was in IBR status, and my payment was $0 and to ignore anything else. I just submitted my IBR forms in February for the year 2013. I submitted them via e-mail with the paperwork as a 2-page document attachment. I received a form today telling me that they are calling in my loan. The very same day I submitted my paperwork was the day that this default letter was generated. It was as if my request for IBR caused them triggered a default notice. When I talked to the customer service person, they told me that they had not received my application, just my W2. That is impossible because it was a 2-page document (i.e., 1 attachment that when opened should have revealed 2 pages). I'm now being told that because my loan is in default, they will not accept an IBR request and I must apply for either a deferment or forbearance requiring 6 pages of documentation plus 60 days' worth of check stubs. The customer service person then told me that had I made a phone call, they could have made a note. What?! I did make a phone call. Numerous phone calls! When I asked if I could just resubmit the IBR with the W2 via mail, the rep told me that I could but that it would be rejected because I am in default, and that I "should have taken care of this days ago." Here is the problem: The letter I received notifying me of the error was dated 02/25/2013. The envelope was metered/postmarked for 03/05/2013, and I just received the notification regarding the "nonreceipt of the IBR application" today. Did it sit on someone's desk for 2 weeks?! Also, I received a default notification letter today, as well, and it is dated 02/28/2013 and postmarked for 03/08/2013. So how is it I was put into default status when I had submitted the IBR on 02/12/2013 and hadn't even received notification of a problem with my IBR until today? Are you confused? It was as if they were determined to put me into default. I'm tired of getting the runaround! Has anyone found a resolution to this situation?

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Concerned Oklahoman
Muskogee, US
Mar 14, 2013 9:22 pm EDT
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I am dealing with ACS's IBR status right now. Their customer service reps are horrible and rude. I had been in IBR for 2011 with a reduced payment because my income varies. Last year I submitted my 2012 forms. I received acknowledgement that I was in IBR status and that my payment was $0. About 3 months later I started getting an e-mails stating that I had a payment due of $199. I called them, and they told me that no, my payment should be $0, it was a computer glitch, and to ignore it. Cut to this year. At the end of January, when I received my W2, I went to file my IBR forms and received a message that my loan was 248 days in arears and that I was in danger of going into default. What? How?! I was supposed to be in IBR. I called them, and they told me to go ahead and submit the new IBR forms this year. They would make the IBR retroactive plus apply it to this year. That very day, the SAME DAY that I submitted my IBR, they generated a letter stating that they were calling in my loan. Again, why? I called them, and they told me no, the IBR was still processing. The customer service rep told me that I had missed deadlines and that I should have called. I told him that I had called repeatedly, and if they looked at the telephone log they would see that not only had I called I had received messages through their system regarding my submission. TODAY, I got a letter that was dated 02/25/2013 but metered/postmarked as 03/05/2013 stating that while they had received my IBR application, I had not filled it out. When I called them, a customer service rep told me that I am now in default. I stated I'd turned in my IBR. He then told me that I had not included the application. I told him that is impossible because I had e-mailed it in and it was an entire file that was attached with my application being page 1 and my W2 being page 2. They claimed they only got the W2. That is not technologicaly possible! I was then told that I am now in straight default status because I missed the window for the IBR application. How can that be when I have an e-mail acknowledgement showing it's receipt? Now, they are telling me that I have exhausted all other avenues, and there is a 6-page form that I must fill out plus attach 60 days' worth of check stubs in order to be considered for a forebearance. Once the forebearance expires, I am then eligible to apply for IBR. I asked them why I couldn't just resubmit, since I had an e-mail acknowleding that I had indeed filled out the IBR and had it in on time. I was told tough noogies, fill this out and send it in, but now I must MAIL it. So apparently I am going to have to send this by certified mail. It just keeps going in a circle with me sending them forms, they claim they didn't get them, and telling me I have to send in more forms. Has anyone been able to find a resolution to this? Have you gotten anyone to at least listen to you?

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addddddy
lub, US
Mar 02, 2013 12:17 am EST

today i logged into my acs account to pay my bill and it told me that they have transferred me to american education services. there was no explanation. i dont even know if this is legit. i am relunctant to pay my bill until i get an answer from an actual person at acs education. i googled american education services and saw that there were so many complaints about them. this is the only loan i have ever taken out and i am so new to this.

-addy

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loanman
, US
Dec 15, 2011 1:11 am EST

Happening like that to me too, right now, with ACS and IBR. They seem not set up in their system to deal with IBRs. I insisted on talking to a manager; they tried to discourage me by saying I'd have to hold, I just said I can hold all day, I'm not going away. They got me a manager, that one pissed me off and I asked to talk to HER manager...had to wait like 30 min on hold but another one came on...That one finally told me she would have the IBR people call me directly tomorrow (we'll see if that happens). I asked for manager's name and "badge #, she said Natalie 2661 but here's the thing--as a test, I called back a few hours later and just pretended like I was calling for the first time with another random agent. I asked if he had notes on my call. He said, nope, you're all current until Dec 13. I said what's today's date? He says "December 13" and then paused. DOn't you think you should say YOU HAVE A PAYMENT DUE TODAY instead of, Oh everyhng's all up to date? Anyway, since he had no reference to the 2-levels up manager I dealt with before, I just duplicated my requested asking about my IBR status in order to tie up as many of their people as possible working on it at once. I think I will call once per day and assign a new agent to look into my issue until they get it right!

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Emmo
Oklahoma City, US
Jul 30, 2011 2:23 pm EDT

This is exactly the type of service I've gotten from them. It's a very long story that spans over a YEAR of talking back and forth with them. They tell me they need more documents- I send them (AGAIN), they tell me it didn't process, they tell me it's late and they need to put it in forbearance to bring it up to date and tell me to resend the IBR papers, I re-send the IBR papers and it doesn't process, b/c "it was in forbearance at the time"... This happens AGAIN. Every time I call, I talk to someone different who says something different. THEN, they start sending me a bill for an IBR payment that is INCORRECT. I have 2 loans with them and one of them has a $0 monthly payment, but this one has a $72 payment for some reason. (meanwhile, like you said, AES immediately granted me the IBR for the correct amount ($0), no problem). After a year and a half of going back and forth with them, someone tells me "I have no idea why this on is $0 and this one is $72. It should be $0. I will ask the IBR department what's going on and call you back" I get a call from them a couple of weeks later from that same lady and she says "I spoke to the IBR dept and they said it was miscalcuated and they are fixing it. It will be $0 just like the other one. There's nothing else you need to do, we will take care of it." YAY!... WRONG! A month later I'm still getting $72 bills from them! I call back, and OF COURSE talk to someone who tells me something completely different. After going back and forth with her she says she will talk to IBR dept and figure it out... calls me back a couple of weeks later and says "No, it turns out that your $0 loan was calculated wrong and it should be $86 and the $72 loan is correct."... said they calculated it based on my tax return from 2 years ago (which was higher than my current income) I told her I had sent in "alternative documentation of income" way back then and in the meantime (since this spanned over a year) had sent them the most recent tax return info that gives my new lower income. She said they only base it on the original tax return. I said "You mean to tell me that you guys are going to charge me based on an income that I haven't made in over a year and a half? An income that I was making BEFORE I even started the IBR application process with you?" She said there's nothing she can do about it. So, I'm extremely mad at this point and I ask to talk to a manager. She tells me that there's no one available. I ask her to tell me WHEN to call back so I can talk to a manager and give me a name of a manager so I can know WHO to talk to. She tells me that she doesn't know when a manager will be there or who will be there- it's not her "responsibility" to know that. She gives me the run around some more and keeps telling me their business hours and I finally just told her I will call back during their business hours and see if I can find a manager. This is where I have left off. I'm sure this story is not over. This started in the spring of 2010 and it is now August 2011. RIDICULOUS!

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