U.S. Department of Education — Horrible Loan Consolidation Service
I've been trying to consolidate my loan from ACS to Direct Loans since July 1st, when the new interest rates came out. Originally I was told the whole process would take a couple weeks, but whenever Direct Loans would send out the payoff amount request to ACS, ACS would never receive it. This went on for weeks before I got Direct Loan to fax the request to ACS. Finally a few weeks ago Direct Loans said they got the payoff amount from ACS and that they would send out the amount to ACS on September 14th. Since then I've gotten a bill from both lenders for October 14th. ACS claims they never received the payoff amount while Direct Loans repeatedly claims they did and that I now have a loan with them. ACS immediately agreed to put my loan into forbearance while this gets figured out (actually it was their idea) but I had to speak with three different customer service reps before Direct Loans would put the loan into forbearance. The funny thing is they don't have my loan, irregardless of whether they sent a check or not. Until ACS receives the payment from Direct Loans how can Direct Loans claim I need to now send them money? During all this ACS has been nothing but helpful while Direct Loans has been completely useless. All DL does is go by what's on their computer without even considering that they did something wrong and that's why the whole process has been a nightmare. Tonight I got them to put the loan into forbearance and asked if they could figure out whether or not the payment was sent properly. I was told no. Just no, without a reason or anything. Direct Loans has also given me 3 different time tables for how long ACS should take to receive and accept the payoff amount; 7-10 days, 15 days (after I told them its been over 10), and 30 days now. I completely regret trying to consolidate with them. This is even more complicated because while I've been in the process of consolidating I've made 2 scheduled monthly payments to ACS so now ACS has one payoff amount and Direct Loans has a different amount.
I'm at a complete loss as to what to do now. ACS can't do anything and Direct Loans refuses to do anything, all they say is to keep calling ACS to see if they received the payoff amount. They won't even try sending another payoff check to ACS. Is this really my job to try and figure out? I thought I only had to fill out the paperwork and the two lenders would take care of the rest, especially Direct Loans. I'm going to give this till November and if it isn't straightened out, will try to cancel the consolidation with Direct Loans and stay with ACS. I don't even know if that is an option anymore but I can't think of anything else. I just hope ACS finally receives the payment from Direct Loans.
Can anyone suggest anything? I seriously doubt anything will happen from now till November and the way the customer service reps at Direct Loans talk, I now have my loan with them even though ACS never received the payoff amount. I have two lenders claiming I need to send them payments for the same loan. I refuse to send any money to Direct Loans until ACS receives the payoff amount from them, but like I said Direct Loans refuses to look beyond their computer screen. Their computer is telling them I now have my loan with them. I'm afraid that before this is over I'm going to have to get a lawyer. I'm completely exhausted with this whole experience.
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