ACS

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

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 [redacted], and have determined that this does not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.I was in good faith by providing a valid deferment/forbearance application which the company did not process correctly. The information they are reporting on my credit file with the major credit reporting agencies is inaccurate. 
Regards,
[redacted]

To be clear, the stress and aggravation they caused not only for me but for everyone else's accounts they are mishandling. They as a company should pay and if I could hire an attorney I would sue them. They are not a good company to deal with and no one should have to deal with them.

Dear [redacted],
This is in response to the complaint filed by [redacted].
Per Ms. [redacted]’s request, I was able to review her account history.  Our records do not indicate that we received a call requesting forbearance in February of 2015.  We do show that a call was received on March 12, 2015, in which forbearance was requested.  While this forbearance backdated to remove the delinquency on the account, it does not remove any previously reported delinquencies from the customer’s credit report.  A review of the account has determined that the 60 day negative credit reporting for February 2015 is an accurate reporting and is unable to be removed.
An Income Based Repayment (IBR) application was received on March 3, 2016.  This application as rejected on March 11, 2016 as ACS was unable to determines Ms. [redacted]’s pay frequency.  On March 17, 2015 ACS received a new application for IBR.  This was approved and applied to her account on March 29, 2016.  Ms. Zeter is currently on IBR with monthly payments of $29.27.
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,
Sarah S[redacted]

October 19, 2015
File #: [redacted]
,
This is in response to the above-referenced complaint filed with the Revdex.com (Revdex.com). 
Xerox Education Services, LLC. doing business as ACS Education Services (“ACS”) services three Federal Family Education Loan Program Stafford Loan accounts for Ms. [redacted] on behalf of her lender, [redacted].  [redacted] partnered with ACS to maintain servicing, repayment and collection activities on her student loans.  While ACS remains the primary contact for the servicing activities, her loans are owned by [redacted] and are serviced per their terms and federal regulations.
I was able to reach Ms. [redacted] via telephone on October 13, 2015 in which we were able discuss her concerns she had outlined within her complaint.
In addition, I was able to review the call that took place on October 6, 2015; Ms. [redacted] did contact ACS and was able to speak to a representative in regards to her concerns.  During that call she was advised that her In-School Deferment was shortened and forbearance was placed on the account preventing delinquency from occurring.
Per Ms. [redacted]’s request, the information below will outline her concerns regarding the application of forbearance and capitalized interest:
In- School Deferment
On February 18, 2015, the National Student Loan Clearinghouse (NSLC), an organization used by the majority of colleges and universities to report enrollment information to lenders, certified that Ms. [redacted] was enrolled full-time at [redacted] College until August 21, 2016.  As such, an In-School deferment was placed on her account covering the period of May 29, 2014 through August 21, 2016. 
Deferment is a federal entitlement which allows the customers to suspend payment of principal and interest on their account.  For subsidized loans, interest accrued during a deferment period is paid by the government.  While in deferment, the customer is not required to make interest payments, however they may make payments at any time. Please note that all unpaid interest accrued on the unsubsidized portion of her account during the deferment period, is capitalized (added) to the principal balance outstanding the day after the deferment expires. 
It was not until September 18, 2015 that [redacted] College updated NSLC to show she graduated effective August 21, 2015. Based on this new information, we were required to shorten the In-School deferment to her graduation date. 
Forbearance
As a result of the deferment being shortened, forbearance was applied to cover the required installments due for September 2015.  Her first installment then became due on October 28, 2015.
During periods of forbearance, interest will continue to accrue. The customer is not required to make interest payments, however, all unpaid interest accrued during the forbearance period is capitalized (added) to the principal balance outstanding the day after the forbearance expires.
Notification
 
Multiple notifications were sent to Ms. [redacted] which advised her that while in deferred status, interest will continue to accrue on the unsubsidized portion of her loans, that she had the option to make payments during that time, and any interest remaining at the end of the deferment period will be capitalized (added to the principal balance). 
On September 27, 2015 notification was sent to Ms. [redacted] informing her that the forbearance was placed on her accounts.  This notification included details in regard to the interest accruing and at the end of the forbearance period the outstanding interest would capitalize.
Interest Capitalization
 
Per our conversation on October 13, 2015 Ms. [redacted] had also requested for copies of her payment histories for each of her accounts.  Attached are the copies for her review, this will include the interest that has capitalized to her accounts throughout the life of her loan.
On October 19, 2015, I again spoke with Ms. [redacted] via telephone and informed her that to date, $10,658.40 of interest had capitalized on all three of her student loan accounts.  It was conveyed that if she was able to make that payment in full, ACS could then reverse the interest capitalization.  Ms. [redacted] indicated she would contact ACS directly if she wished to pursue this option.
Should Ms. [redacted] have any further questions or concerns, she may contact our Customer Care Department Monday through Friday, 8:00a.m. to 11:00p.m. ET, at ###-###-####.  For additional account information, she may also visit our website at www.acs-education.com. 
Sincerely,
Samantha H[redacted]
Resolution Management Group

This letter is to acknowledge receipt of your correspondence from [redacted].
 
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 14 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for responding to my complaint in an expeditious manner. I am currently not satisfied with ACS response. We are in communication with each other but despite the continued back and forth my request to ACS has not moved and I am constantly brushed off when they tell me, "its a process". After almost three months of saying this, there response is no longer acceptable. Thank you in advance for your timely response. [redacted]
Regards,
[redacted]

This letter is to acknowledge receipt of your correspondence from [redacted].
 
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 14 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

This letter is to acknowledge receipt of your correspondence from [redacted]
 
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 14 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

This letter is to acknowledge receipt of your correspondence from [redacted].
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 14 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 [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I received this same message a few days ago and responded with the signed General Release and a short message. I'm attaching the General Release again. I sent a written complaint to the business about a year ago, to which the business never responded. I have been corresponding with Jennifer B[redacted] from management for several months now, and per her suggestion, sent a three-page dispute/complaint letter on May 15, 2015. I have received no response or action regarding that letter. Thank you again for your time and assistance!
Regards,
[redacted]

This is in response to the rebuttal filed by [redacted] 
 
The response to the initial complaint has been provided to [redacted] through regular mail as of  August 10, 2015.
 
Sincerely,
 
Resolution Management Group

To Whom It May Concern:
This is in response to the above-referenced complaint filed with your agency by [redacted]. We are providing you with a detailed response that addresses her concerns
The ACH update submitted on October 12, 2015 was not received in time to be in effect for Ms. [redacted]’s October 14, 2015 ACH debit.  Due to this, the ACH debit failed.  Additionally, the September 14, 2015 ACH debit had been denied by her bank as well.  Due to two failed ACH debits, she was removed from ACH and a letter was mailed on October 19, 2015 advising of this.
In addition to the ACH update, the customer also remitted an online payment with an effective date of October 13, 2015.  This one payment was inadvertently attempted to be debited twice.  In order to rectify the inadvertent second debit, ACS immediately issued a refund.  Unfortunately, the second debit failed which resulted in a net payment to ACS of $0.00.  One of Ms. [redacted]’s future payments has been back dated to an effective date of October 13, 2015.  We apologize for any inconvenice.
Ms. [redacted] submitted another online ACH application on October 29, 2015.  She was under the impression that she had also remitted an online payment on this date as well.  Unfortunately, this was not the case.  Only the ACH application was submitted on that date, not a payment.  Included in an ACH application is an authorization to apply a discretionary forbearance to cover any delinquency and the next installment.  When this ACH application was processed on November 2, 2015, a forbearance was applied for September 14, 2015 – November 14, 2015.  The ACH payments resumed on December 14, 2015 and have been successful each month since then.  As the forbearance was authorized by Ms. [redacted], it is unable to be removed.
ACS does not begin reporting delinquencies to the credit bureaus until 60 days past due.  Our records do not indicate that ACS reported Ms. [redacted] as delinquent during the disputed time frame.  She had indicated to me during a telephone call that she disputed the delinquency directly through the credit bureaus and it has since been removed from her report.
Ms. [redacted] has now paid her account in full.
Should [redacted] have any further questions or concerns, she may contact our offices Monday through Friday from 8:00 AM to 11:00 PM EST by calling ###-###-####.  She may also email us at [redacted], or access her account online at www.acs-education.com.
Sincerely,
Dan F**
Resolution Management Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
Unfortunately my complaints against ACS the servicer and [redacted] the lender do not fully overlap.   While I don't mind working with [redacted] legal representation I have legitimate requests and concerns that ACS will have to answer to.  Additionally [redacted] still has not responded to my request for documents and 14 days have passed since their legal representative told me documents would be sent to me.  So no, this matter is no further resolved but has become even more complicated.  The promissory notes are time stamped with Xerox received 3/15/16.  I received 3 of the 6 around this date but called ACS asking for the other 3.  I was told A.  That the 3 given was all of them. B. That Xerox did not have them and I would have to send a written request in.  This is an outright lie   But for what?  It's now clear ACS was trying to mislead me into thinking I only had 3 applications and 3 loans with multiple dispersements.  The 6 apps and promissory notes prove I have 6 separate loans and my university financial aid and cashier agree.  Then when requesting documents ACS will refuse to answer the question any legitimate servicer will easily answer.  Is my loan a variable, mixed, or fixed loan at the time it was originated.  When asking this question I've been told we don't know, we will ask your lender, and "according to your truth in lending documents your loan is private.  This then bring up more concerns as I've been requesting the truth in lending documents l, disclosures l, and any document that implies an agreement for months.  The response according to your truth in lending documents your loan is private means that ACS can see these documents but are withholding and have lied stating they couldn't see them, the system is down, a request must be in writing, or request them yourself from [redacted].  Obviously my loans are private loans.  Federal loans would never be allowed to be serviced this way.  Then requesting interest rates on my 6 loans at origination I found one honest employee Kim who stated I did have the 6 loans and then gave me the interest rates that were all different at the time of origination.  Then an ACS employee when asked why my loans were combined told me they all had the same rates so they combined them.  He claimed they weren't consolidated though.  So they were combined, employee lied about the interest rate, and lied about it being consolidated.   Then same employee lied about my third loan which is two separate variable loans by stating the loans were mixed at inception and were set up that way.  This isn't possible as I have 2 loans, one in July and one in October, and both are variable rate loans.  So even though [redacted] may be the ones that broke the contract to set up the account this way ACS is easily on the hook for 1.not sending documents. 2. Misrepresenting my loans. 3.  Misapplying payments.   So until I receive all loan documents, have my loans honestly explained, payments corrected, loan corrected to the contract, and compensation for interest and now court costs this complaint will never be agreed on my behalf.  
Regards,
[redacted]

This letter is to acknowledge receipt of your correspondence from [redacted].
As previoulsy advised, 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 14 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 [redacted], and have determined that this does not resolve my complaint.  For your...

reference, details of the offer I reviewed appear below.
They are a multimillion dollar organization. They do not need $460 a month from me, especially when I only make $400 a month. I will end up homeless because of them.
Regards,
[redacted]

This letter is to acknowledge receipt of your correspondence from [redacted].
 
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 14 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

This letter is to acknowledge receipt of your correspondence from [redacted].
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 14 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]