Consumer complaint received 2019-02-27
Company: ACS Education Services
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Hi, I have recently found out through my credit report that ACS/Conduent education, a loan service company that works directly with XXXX University, has filed multiple reports against my credit, because of delinquent payments. But on the report it doesn't state why my payments were delinquent. I am always on top of my loan and debt repayments ; however, ACS is an unreliable company which makes repayments almost impossible. My loans first became due on XX/XX/XXXX. Since that day until XXXX of XXXX, I made several attempts to repay my loans by either visiting their website or calling them. Whenever I visited ACS 's website I encountered a message claiming that " service is unavailable ''. This happened every single time I visited their website. Since, repayments through website was obviously not a solution, I attempted calling the company on various days at various times. I would either receive a busy tone, or the call would keep ringing without anyone ever responding. To investigate this further, I called XXXX University 's loan and financial department, and a represintive went over different possibilities. They told me that ACS often has these problems, and it is very like that they are changing the service provider for those loans, and I shouldn't worry about. That was a relief to hear as ACS seemed very shady in the way they conducted business. Unavailable website and customer service can be very very alarming. This company has wasted a lot of my time from writing this complaint, calling them, visiting their website, etc. I shouldn't chase after them and waste every day of my life to hopefully catch their uptime. This is unreasonable. 

On XXXX of XXXX, I was able to access their website, and realized they are still handling my loan. Their website 's interface is not intuitive and errs on the simplest actions and inputs. Even with all these obstacles, the first thing I did was to setup ACH so that they could directly transfer money from my bank account. Again, this was the first thing that I did to prevent any delinquent repayments in the future. I believe the way that ACS handled my case is absolutely wrong and bizarre, since they provided no medium for me to take care of my repayments at all. ACS 's business is very concerning and suspicious. No transparent communications, no website, and no customer service. Even as I am writing this the website is unavailable. However, this time it doesn't even show any messages, the website just doesn't load at all. I have tried to load the website in different browsers and still no luck. I have attached the picture of one of the instances when I visited the company 's website to make a payment. This problem was so frequent, I took a screenshot. In case something like this would ever happen. I am glad I did.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation