ACS

Revdex.com:ACS has not been in contact with meI have heard nothing from themI have, however, attached the general release.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have been unsuccessful in every attempt to contact anyone at this companyThey do not respond to emails sent via their website and no one ever answers my callACS has accepted payments from me, yet they claim they cannot find an account with my informationI do not receive any kind of statements (paper/paperless) and I cannot log in to my account online (to retrieve account information) because their website is still malfunctioningThey need to contact me directly at ###-###-####
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Their offer was that I send another payment and deal with any and all adverse consequences of a late payment.I have 3rd party documentation that payment was sent on 3/Money was removed from my payment account (and is still gone)ACS lost or misapplied the paymentI am paying extra interest, late payment fees, etcThis is not acceptableThe payment was sent and receivedACS did not process it properly and now I am being asked to pay the priceI want the 3/payment applied as of 3/and late fee removedI don't want to suffer because of ACS's error(s)
Regards,
*** ***

Revdex.com:
Thank you for your support in this matter I am still waiting on a response from ACS and will reply to Revdex.com if and when the matter is resolved
Regards,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you so very much for getting back to me so quickly with regards to the complaint I filed against ACS Education Services. I tried to fax the Release form to you via the # you supplied (###-###-####) but it just rang. Attached is the signed release from me authorizing Revdex.com to act on my behalf on this matter with ACS and for ACS to release my account information to Revdex.com. I have also included a copy (redacted) of my bank account showing the unauthorized duplicate withdrawal by ACS and the subsequent insufficient charge of $ I incurred when a payment by a different vendor was processed. I just want to be reimbursed the - its been a month now and all ACS does I tell me it is "under review". I am so frustrated at this point.Thank you for your helpI truly appreciate it
Regards,
*** ***

File #: ***
*** ** ***
Dear ***,
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 our 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 Loan Science, 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 account is owned by Loan Science and is serviced per their terms and regulations
On October 14, 2015, ACS became aware of an issue in which payments that were initiated through ACS’ website and/or automated telephone system drafted twice. This was limited to payments that were processed on October and October 13,
ACS promptly took steps to return the excess funds to our customers’ accounts, and processed properly documented requests to compensate them for any overdraft or associated fees they may have been charged by their financial institution
I confirmed with Ms*** today that the $reimbursement she requested was deposited into her account today
We apologize for any inconvenience this issue may have causedOur management team is committed to improving our service and implementing changes that will better serve our customers
Should you have any further questions or concerns, Ms*** 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,
Brian H***
Resolution Management Group

The CBSL or Campus Products and Services Division of ACS Education Services (ACS) services a Federal Perkins Loan account and an Institutional loan for *** *** on behalf of University of ***, who has partnered with ACS to maintain servicing and repayment activities of their student
loans. While ACS remains the primary contact for the servicing activities, the loan is owned by University of ***. They themselves provide the available options with regards to the repayment for *** ***’s loan. In reviewing the details from *** ***’s complaint, he expresses concern over the timeframe a payment takes to process on the account after making a payment onlineHe states he made a payment online on March 31st and the payment wasn’t processed until April 4th causing a $dollar late fee to be assessedHe stated this has happened several times and would like to have his account adjusted and credited for the late feesWhen making payments online the timeframes for processing are provided and advises the borrower to allow to business days for payments to be applied to the account and to ensure the payment is made in time to be processed by the 1st of the month which is their due date.I looked at the payment made on the 31st and he stated was process on the account April 4th and confirmed the payment was processed on the account on the 3rd not the 4th and that was actually the 2nd business dayTo avoid this in the the future Mr*** would need to make his payment with enough time to process on the account for the 1st of the month Should you have any further questions or concerns for your Federal Perkins Student Loan, please contact our offices Monday through Friday from 8:AM to 6:PM ETat ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes I contacted ACSThe reason that I filed the complaint was that I wanted it on record their questionable practices regarding student loans and the federal governmentWhen I asked them to remove all late fees and interest since April they said "they would forward my request"That's what I wanted on record, the fact of their delay tactics in order to get more money from the federal government
Regards,
*** ***

Dear John,
This is in response to the complaint number *** filed by *** ***
Based on the orders provided by Ms***, ACS was able to apply SCRA benefits to her account for the timeframe of October 22, to July 29, 2016. All late fees that were assessed during this period have been removed from her account
Please note that ACS was unable to retroactively apply military deferment to Ms***’s account due to the fact that the orders provided do not indicate that she was serving active duty in connection to a specific contingency operation, national emergency, or war for the month of February when this account was credit reported. If Ms*** was in-fact active duty under one of those options, I have included a copy of the military deferment form. Ms*** may fill this form out, and have section completed and certified by an authorized official indicating the specific contingency operation, national emergency, or war the orders are in connection to
Should you have any further questions or concerns, please contact me directly Monday through Friday from 8:AM to 4:PM EST by calling ###-###-####
Sincerely,
Sarah S***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The complaint was not for specific information, however, there was a communication issue that I would like to be resolved that resulted in inaccurate reporting Thank you very much for your help
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In regards to complaint ID *** I would like to say that I am dissatisfied with the response from ACS. ACS sent me an email (from email ***) with a link to read the message. Upon clicking the link, I am directed to a security page that says I am on an open network, and that the link is from an unverified source. I checked on several different servers and still had the same response. When I finally proceeded despite the security risk, I was asked to create a passphrase to receive further secure emails from ACS. Once that was completed, I was able to read the letter, which states: "We are eager to address any questions or concerns you may have. Unfortunately, we are unable to positively identify your account using the information that you have provided." They go on to ask for my ss# or account #, my primary, secondary phone number, my full mailing address, my email address that is associated with my account (the one the original "secure" link was sent to), and my full name as it appears on the account. This is not an answer to my concerns about the illegal activity of the ACS/XEROX corporation, just another process to waste my time. I am hesitant to answer the questions, since it came over an unsecured network. I was given a number, ###-###-####, but this is the same number found at ***, which has been extremely unhelpful, to the nth degree, from the day I first began trying to resolve this issue of the LVC request (which began 90+ days ago, and which, again, is far past the days allowable by law for ACS to respond according to CFR (f) (1) (i)). In short, I am completely dissatisfied with the response from ACS ***, I appreciate your contacting me regarding my response to ACS. At this time, I am completely dissatisfied with their effort to resolve my core issue, which is 1) I need the LVC, 2) I need to know why my account is in financial review and I want documentation/transcripts of the process and 3) I want to immediately know my payoff amount. ACS is holding peoples loans hostage, providing information, and, furthermore, by doing business in New York, ACS is doing illegal business practices by disregarding NY Code Article 22-A, section 349, Deceptive acts and practices unlawful: "(a) Deceptive acts or practices in the conduct of any business, trade or commerce or in the furnishing of any services in this state are hereby declared unlawful." I have voice recordings of ACS employees telling me 1) they'll call, never do, 2) they don't know my payoff amount, which is posted online in my account information (I have screenshots), 3) that the "account review" will be done in thirty days, when it has been over 90+, and many other dubious claims. I am tired of this company getting away with treating customers unfairly and illegally.I appreciate your time, and look forward to your response Take care, ~*** ***
Regards,
*** ***

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,
*** ***

Rejected Dear Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my
complaint. I have sent a number of faxes to the Revdex.com to keep you informed of the ongoing communications regarding this complaintI also have an open complaint that is filed with the Consumer Financial Protection Bureau against both ACS (also known as Xerox) and *** GroupThere have been a number of responses from Dan F** and Sarah Shorey with ACS /Xer** to the CFPB as well as from *** Group. I have responded back to the responsesThe response to the Revdex.com from Sarah is the same response that was sent to the CFPBOn June 17th, I sent a response to the CFPB in response to *** GroupThis is the most recent and last response from me regarding this issue Here is the letter that was sentIt was pagesIf you need another copy of the documents, please let me know----------------------------------- June 17, Dear Consumer Financial Protection Bureau,Re: Letter Case Number *** I received an email notification today that there was a response on my caseIt appears that *** Group has respondedI am now responding to *** GroupI continue to dispute this response from *** GroupThey again state that I had a month time limit to return to school for in school defermentI disputed this in for the exact same reason that I am disputing it again nowThey tried to deny me in school deferment in stating the same month time limitHowever, I disputed this because as I am stating again today there is nothing in my loan contracts THAT I SIGNED that state I had a time limit to return to school (at least half-time) to be eligible for in school defermentI have never found this clause and *** Group and ACS have never presented any proof of it.In this response *** Group is now using the word “forbearance” but all of the communications that I have seen designate “deferment or forbearance.” These are not the same in their communications and the way I understand itThere is complete separate and different paperwork for in school deferment versus a forbearanceI am not requesting a forbearanceI am requesting an in school deferment while I am maintaining half-time status while I am in school studying and completing my education.*** Group further states that there was a repayment booklet sent to me and then gave a quote that was in that bookletI HAVE NEVER EVER RECEIVED ANY TYPE OF REPAYMENT BOOKLET from *** Group or ACS! This is a statementThe only booklet that I have ever received from *** Group is the booklet that encased each of my loansThose booklets do not have the statement that was just provided by *** Group to the CFPB, and there is also no mention of a time limit for in school deferment (see the copy of the booklet).Further, I have a June letter that I received from *** Group which states on page in the clauses that “DEFERMENTS: You do not have to make payments in certain circumstancesFor example, you will not have to make payments while you are attending school at least half-time or for up to years while you are unemployed.” Do I have a year unemployment option also that I can take? I was never notified of thisNot even when I was caring for my mother.Additionally, what it appears based on *** Group’s response today, is had I not endured an extreme hardship with my family where I was caring for a sick and dying parent, but instead had returned to school before the “months” time limit they reference, I would be eligible for in school deferment nowSo someone else who didn’t have this kind of family hardship is eligible for the in school deferment but I am notThat is really awful.Please see the copy of the booklet that encased my loansIt is pagesI do not see the statement that *** Group mentions in their response letter.Please see the copy of the letter I received on June that states I am eligible for in school deferment as long as I maintain half-time status and I am also eligible for up to years of no payments while unemployedThis is on page 5.Please see the copy of the letter I received on April 20, that shows that deferment and forbearance are not the same(page 6)Please see pages 8-which are the invoices that I received from *** GroupI never at anytime had any type of payment booklet sent to meI only received these invoice statementsPlease also see page as that is the notification I received that loans were ready to begin repaymentI did not receive a payment bookletI have never received anything like that.Additionally, please notice that beginning in February 2009, when ACS took over, it took them from February until November (months!) to finally enter my name correctly into their databaseI had to send them many notifications and I called a number of times to try to correct thisThey could never make this change for monthsAlso notice that in June they said my account was past due even though I had paidThis was the second or third time this had happened to meI have the letters where I had to try to correct these wrong past due problems.I think that it is really awful that loan companies can seemingly declare all kinds of statements or changes to loans that were never stated in original loan documentsAdditionally, I am not sure what the problem is when if I would have gone back to school sooner but was still in school now, I would still be eligible for in school defermentBut since I had to take a break to care for my mother they are now saying I am ineligible*** Group and ACS have only made statements but they have never provided any specific contractual proof with my actual loansThey also continue to avoid providing what loan options they are suggesting if they are unwilling to provide deferment while I am in my doctorate program. I would like to know where else I can make complaints regarding this problem because this isn’t rightThese were education loans and they should have certain deferment circumstances for people who are in schoolThank you for your help with this matter.Sincerely,*** *** Support Documents: 1) *** Group Response (one page) There is no date on this 2) Copy of *** Group Private Loan Booklet (pages) 3) Copies of *** Group Invoices from (pages) ----------------------------------- Currently this matter is being reviewed by legalThank you, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your
reference, details of the offer I reviewed appear below
Regards,
*** *** The Higher Education Act only requires the reporting of loans that are currently guaranteedSince these loans were paid, this no longer appliesThe part of my SSN that is masked on the account number is the last digits, which happen to be the numbers that CRAs provide as identificationAnother loan provider lists the full SSN with letters appended to the end, confirming that this is my SSN.My identity was stolen, and the person who stole it had the entire number from my credit report, in part because of ACSI do not believe I am asking too much to have this fixed, as I have been asking for over a year

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.It really concerns me that they were able to confirm me being on active duty since I begin in October of unitl now but managed to skip an entire period. I have been on the same type of since the beginning. I have attached the order from 2014/10/01-2015/03/
Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint Rather than wait days for a response outside of the Revdex.com, I have attached a signed general release form so that this whole complaint can proceed *through* the Revdex.com Please forward the attached document to ACS so we can proceed properly here Thank you
Regards,
*** ***

Dear ***-
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