Consumer complaint received 2017-05-10
Company: ACS Education Services
State: CA
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Received bad information about your loan

Complaint:
I have been on an IBR with for my  XXXX  loans with ACS ( loan number  XXXX  ) for the last year, and the year prior. My payments were made on time and for most part fo r two to three ti mes the minimum amount. I believed my re-certification was coming up soon and I was on the lookout for emails and/or mail notifying me of the date to certify. I received nothing from ACS regarding this matter either my email or by mail. In fact I have received NO mail from  ACS  since sometime in   XXXX    XXXX  ; the exact month I do not recall. I received a letter from  XXXX , the guarantor of my  ACS  loans, dated  XXXX / XXXX / XXXX  stating my loans were 60 days past due. I believed my loans were current and this was just another scam trying to con me into signing up for student loan relief. I get these all the time. The only reason I hung onto to it was to file a complaint with the CFPB.   All this time I have been making monthly payments. Each time I make a payment I receive an email from  ACS  acknowledging my payment. There was NO mention of the payment being insufficient or that my account was overdue. I was on the site in late  XXXX  to get my  XXXX  and saw nothing unusual with my account.   By chance last Sunday,  XXXX   XXXX , I logged on to find my account was seriously delinquent. This was news to me. At the top it said " address is bad ''. Really? So how did I receive a letter from the guarantor?   This morning  XXXX   XXXX  I called ACS and requested a supervisor. She said  ACS  had mail returned by the post office saying my address was bad. News to me. I have had no complaints from anyone else. When I read her back the address she admitted it was the same address they had been using for the last eleven years, actually it is more like 20 years. I confronted her with the fact that  XXXX  mailed a letter. I said I did not give out my address to  XXXX . She admitted they provided  XXXX  with my address. I demanded to know why they did n't email me like  XXXX  does. They email an acknowledgement every month I make a payment. She said " they do n't email ''. What century are these people in?   She read me a forebearance which I agreed to put my  XXXX  accounts in forebearance till I can fill out an IBR form. The amount due is well over {$600.00}. A large unexpected sum. She said they attempted to call my three times on my land line. That number was given to ACS 20 years ago. I refuse to give ANY lender my cell phone as it has been proven over time these companies are unscrupulous and reckless with personal information. It has never been a problem with my paid off PEP loan, my paid off  XXXX  loan, my paid off credit card taken out at school, or my current credit card with near  zero  balance ; a card I have not been late on a payment in ov  er 17yrs.
By tonight only the smaller loan was listed in forebearance. The larger loan is still listed as delinquent leading me to believe all of this is just a scam to generate late fees.
She said ACS does not report late payments to credit agenc  ies till a loan is over 60 days due. The smaller loan is 54 days. The larger loan is 84 days due. That means they have reported to the credit agency. She refused to contact the agency to retract the late payment information saying they attempted to call me. I NEVER use my land line. I keep it solely as a c atch all for scams and marketing phone calls which are relentless. When I checked tonight there were 63  messages  ; two of which were messages from my sister. The balance were marketing or scam calls and three ACS calls. I ch eck my messages once every couple of months only to delete them.

Company response to consumer: Closed with explanation