ACS Education Services Complaint: Dealing with my lender or servicer

#1711072 21 Dec 2015

Student loan Non-federal student loan

Complaint #1711072 submitted on 12/21/2015 relating to ACS Education Services. Complaint relates to Student loan Non-federal student loan - Dealing with my lender or servicer Having problems with customer service.

Complaint was submitted via Web and sent to the company on Monday 21st December 2015.

Narrative (may be redacted).

I have mostly federal loans but I have a private loan as well. After graduation, my loan was assigned to XXXX XXXX. That was a great agency. The representatives were always helpful and explained things in detail. My account was then switched to ACS Education Services. I have experienced numerous communication issues with ACS. There is always a lag time between when I submit documents, the acknowledgment of receipt, and processing those documents. On XXXX XXXX, 2015, I resubmitted my Income Based Repayment application because of an error that I made. My payment date XXXX XXXX XXXX ) was approaching and I called on XXXX XXXX for the status of my application after checking the website. I was told the application had not been processed and was offered a temporary forbearance for my XXXX payment. I accepted that. I waited a couple of weeks and called XXXX. I was told my application was processed and approved XXXX XXXX. I did not receive notice of the application approval and was told the application was no longer useful because of the forbearance. I asked the agent, XXXX, if I needed to resubmit the application. She told me no and that she would resubmit it on my behalf. I waited and did not receive any correspondence from XXXX nor was anything updated on the website. On XXXX XXXX around XXXX p.m., XXXX called me ( I found this unusual ) to tell me that I needed to resubmit the IBR application that she originally told me I did not have to submit. I asked her why there was not clear instruction when I specifically asked and what I should do about my XXXX payment. My account was placed in forbearance again " as a courtesy ''. I resubmitted the XXXX application again on XXXX XXXX via fax. I have a fax confirmation. I checked the website XXXX XXXX and received a message that I should check XXXX XXXX. I checked the website on XXXX XXXX and called. I was informed by the representative that my paperwork was received but that it was still pending. I have not received any correspondence or communication from XXXX. I am beyond frustrated because I have had to spend a great deal of time trying to pay the money I owe at a rate that I can afford. ACS is difficult to deal with, has a poor website, and communication is lacking.

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