ACS

Dear John,
 
This is in response to the complaint number [redacted] filed by [redacted].
 
Our records indicate that Ms. [redacted] was working with a supervisor named Jennifer regarding this issue.  Jennifer did receive the correspondence sent to her, asking for the extra payments to be moved to her higher interest rates.  This action was completed on June 29, 2015, and a new disbursement detail letter was sent to Ms. [redacted] via e-mail on July 13, 2015.  I have attached a copy of this letter.  Please note this letter indicated the balances of each disbursement as of July 13, 2015.  Since that date the loan has been paid in full.
 
ACS received a payment totaling $13,947.69 on 07/17/2015 which paid off Mr. [redacted]’s account and left a small overpaid balance of $14.23.  This amount will be refunded to Ms. [redacted], it does however take 30-45 days after the payment date for this refund to be sent.  Once the amount is refunded, Ms. [redacted] will also receive a paid in full letter from ACS.
 
When payments are moved between disbursements on the account, they become effective as of the date they were received, and all interest would also be adjusted accordingly.  Due to this fact, ACS is not in a position to compensate Ms. [redacted] for interest on the account.
 
I do apologize if any of the representatives Ms. [redacted] spoke with previously did not provide the level of service she was expecting.  ACS will work to make changes that will ensure this does not occur in the future.
 
Should you have any further questions or concerns, please contact me directly Monday through Friday from 8:00 AM to 4:30 PM EST by calling ###-###-####.
 
Sincerely,
Sarah S[redacted]

The business has responded to the complaint however
has requested that their response not be published

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 continue to receive calls and emails insisting I am now 90-days late on my current amount due, which is not true. I received a call from [redacted]. She could not pin down the exact date of the so-called "delinquency" and said she would send me a copy of my payment history and would also review it and get back to me. That was 24-hrs ago, I havent heard from her. I have already supplied ACS with a copy of my payment history from my bank as well as their own website which shows payments are current and on time. [redacted] tried to tell me that a delinquency started during a date in 2007 that was not even visible to me on their user portal on their website. I have asked to be supplied with proof of delinquency, and all I get is verbal run-around. I received another email today saying I was delinquent from  December. As you can see from the attachment December was not delinquent.  In the past if there WERE legitimate missed payments, they were made up which should have brought my account to current every time. However, according to ACS, it was NOT. These continued practices are unethical, unfair, and coersive with continued threats of adverse credit reporting. and mounting late fees, and harassing phone calls, and evasive run-around treatments. Furthermore, payment history shows that I have paid $17,000. Only $4000 of that has gone toward the principal of the loan. $12000 has gone toward interest, $800 in late fees..... How is this fair, or even possible?
Regards,
[redacted]

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.The fact still remains that ACS does not disclose on their automated system, nor on their website that forbearances requested in the amount of 12 months is not available for my loan lender. When I requested to place my loans into forbearance for 12 months through their automated system I gives you an option to choos 1-12 months. I chose 12 and the system says " Your request was successfully submitted. About 7 days later I received and email stating "You forbearance was applied" Nowhere in that email does it state that my forbearance wasn't issued for the 12 months I requested. I don't care what communication was sent via USPS mail because I don't receive mail at the address listed on my account, which is why I signed up for electronic notifications. It is ACS responsibility to inform their customers what their lender limitations are when applying via phone and automated system. Since neither of those features are updated to protect their customer, it leaves the customer in the dark pertaining to the true status of their requested 12 month forbearance. The late payments that were accumulated on my account was the fault of ACS. If I applied for a 12 month forbearance and received my electronic email that I signed up for stating "Your forbearance has been applied " it is safe to conclude that my forbearance is for the 12 month just as I put into their automated system. ACS needs to take responsibility for their mess up and correct their mistake by deleting all of those late payment that they reporting on my credit file. 
Regards,
[redacted]

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]

Revdex.com:
The resolution department from ACS has made contacted on Friday October 30, 2015 in regards to the complaint filed by me against ACS. Brian, from the resolution department, has stated he is working on taking care of this matter. For the moment, I would like to work with ACS directly but would like to reserve the right to keep the complaint open in the event ACS does not fulfill their promise to remedy this matter. Sincerely, [redacted]

This is in response to the above-referenced complaint filed with the Revdex.com (Revdex.com).  We are providing you with a detailed response that addresses Ms. [redacted]’ concerns. 
Xerox Education Services, LLC, doing business as ACS Education Services (“ACS”) services one Federal Family Education Loan Program (“FFELP”) Consolidation loan account on behalf of Ms. [redacted]’ lender Academic Loan Group, 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 Academic Loan Group and is serviced per their terms and federal regulations.
A Loan Verification Certificate (“LVC”) was completed and provided to Ms. [redacted]’ consolidating lender on December 30, 2015.
We apologize for any inconvenience that Ms. [redacted] has been caused by the service that she has received, and appreciate her bringing it to our attention. We are committed to improving our service and implementing changes that will better serve our customers.
Should Ms. [redacted] have any further questions or concerns, she may contact me directly at ###-###-####.  She may also email us at [redacted], or access her account online at [redacted].
Sincerely,
Brian 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

The business has responded to the complaint
however has requested that their response not be published

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 is in response to the complaint filed by [redacted].   ACS Education Services is unable to locate an account for [redacted] with the information provided.   If this complaint is in reference to a student loan account with Affiliated Computer Services (ACS), please...

forward the full social security number so we may thoroughly research and address [redacted]’s concerns.    Should you have any further questions or concerns, please contact our offices Monday through Friday from 8:00AM to 11:00PM EST by calling ###-###-####.   Sincerely,   Resolution Management Group Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory. I will file a complaint against your license and the education section license if this helps any. Submitting documents that do not pertain to this transaction is prove of your fraudulent activities along with the class action suit in California.  
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

Good Morning-
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 in is response to complaint ID [redacted] filed by [redacted]. 
 
Mr. [redacted]’s letter did indicate that he was disputing negative credit reporting however; in order to accurately respond to a credit dispute, ACS would need to know exactly what derogatory information is being disputed.  Without this information, ACS is unable to provide any type of verification or reason for the reporting.
 
Mr. [redacted]’s account became past due 30 days as of December 2009, which reflects as the first date of delinquency.  Credit reporting began when the account became 60 days delinquent in January 2010.  This account was negatively credit reported every 30 days thereafter, until the account entered default in December of 2010.
 
ACS has verified that Mr. [redacted]’s information was transmitted to the credit bureaus correctly, and does accurately reflect the status of the account at that time.  We are only able to transmit the correct information to the credit bureaus, and have no impact on when that information falls off of Mr. [redacted]’s credit report.  Please note that the first date of delinquency is indicated as the first date which lead to Mr. [redacted]’s current status.
 
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]

Dear [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 from the date ACS received the orginal complaint.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.ACS has contacted me directly just to state that they had received my complaint I submitted to the Revdex.com. Still no timeframe was given as to when I could expect all adjustments on my account to be made and completed and this issue resolved. ACS could not provide me with any answers other then it will take a while; and that they do not know how long. I only have two loans with their company. So far adjustments have been processed for over 3 months--while interest and fees are steadily accruing on my account. I personally feel that this is bordering on unethical business practices.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me.  I have been paying...

on this bill since before 2006;  that is a total of 12 years at approximately $85.00 per month.  That totals approximately $1,020 per year.  Twelve years would be $12,240.  I don't care what this company is charging me for interest.  Whatever they are charging me should be against the law.  I have more than paid for this bill twice.  If Loan Science does not at least negotiate with me for a much lower amount than $5,500, I will seek legal action against them. Incidentally, I did an Internet investigation on them and there are numerous complaints about their tactics.  If necessary, I will start contacting other people who have been abused by this company and look into filing a class action lawsuit.  This is clearly a dishonest company that needs to be dealt with legally.  Actually, they shouldn't even be in business.
Regards,
[redacted]