Consumer complaint received 2017-03-22
Company: ACS Education Services
State: TX
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with my lender or servicer
Sub-issue: Received bad information about my loan

Complaint:
I have XXXX loans that are serviced through ACS. My loans were delinquent and I applied for forbearance in XX/XX/XXXX. At the time I spoke to the rep he let me know that I had forbearance time and he would submit my application and it should be a seven day turnaround. 
I received a letter from ACS stating my forbarance was denied due to I had " exhausted the maximum amount allotted by my lender '' XX/XX/2017- I called ACS and spoke with a rep named XXXX ( ID XXXX ) who told me that I had no time. I informed him that I did have time for forbearance and could he please review my account info to tell me when my forbearace was used to confirm ; He then stated he did see I had time available and he would be submitting a new request for reason for denial. 

I waited called XX/XX/2017 I spoke with a rep and told them my issue The rep reviewed the account and stated that they saw I had XXXX months of forbearance time and that they would submit a request for my file to be evaluated for reason for denial. I then received a letter dated XX/XX/2017 stating that I had exhausted the maximum amounts allotted to me by my lender. 

I called XX/XX/2017 and spoke with a representative named XXXX ( no id recorded ) I told her my issues and she said I indeed did have XXXX months of forbearance time available we got disconnected and I called back and spoke with a rep named XXXX ( ID XXXX ) who I told my situation to and also asked to speak with a supervisor He transferred me to Supervisor XXXX XXXX ( id XXXX ) She said she had difficulty hearing me and I said I would call back. I later that day called and spoke with XXXX CSR ( ID XXXX ) who I explained my situation and that I had XXXX months of forbearnace time she asked me who informed me I had that available and I told her previous reps I then asked to be transferred to a supervisor and she transferred me to Supervisor XXXX ( ID XXXX ). XXXX told me that she saw where I had XXXX months available of forbearance time but she had to request to see what had been used. She gave me her direct number at that time. 
XX/XX/2017 I called back to speak with XXXX who stated she was waiting on history from the previous lender to confirm the forbearance time I had available. 
XX/XX/2017 I called and left a message with XXXX to call me back because she was unavailable. 
XX/XX/2017 I called and spoke with XXXX ( ID XXXX ) She stated the information was not received from the previous lender as of yet. My due date was this day so I paid online I have a confirmation printed I paid online as of this date however it scheduled the payment to come out the next day which would result in me being 90 days late. I spoke with XXXX that day as well after I called again and she stated that how much forbearance time I had used from the previous lender was not available so she sent a request to the ACS processing department to get the information from the previous lender. 
XX/XX/2017-I called XXXX to follow up and she told me there was no response yet from her processing department. I also asked her was my loan going to be transferred to which she responded no I do not see where it is scheduled to transfer. 
XX/XX/2017 I called ACS because I was reported 90 days late despite paying on my due date. When I called the system and entered my information it said ACS no longer handled the loans. I spoke with representative XXXX ( XXXX ) who told me they had been transferred. I told her XXXX told me on the XX/XX/2017 there was no transfer scheduled and I received no correspondence indicating they would be transferred. I asked if they sent any she stated one was sent on XX/XX/2017 I never received this and it should have been seen by XXXX XX/XX/XXXX. I then let her know I would be filing a complaint. She gave me the number to contact navient but since then I have received a bill from ACS. ACS damaged my credit and did n't notify of transfer or resolved forbearance

Company response to consumer: Closed with explanation