Consumer complaint received 2017-06-12
Company: ACS Education Services
State: IL
Product: Student loan
Sub-product: Federal student loan servicing
Issue: Dealing with your lender or servicer
Sub-issue: Problem with customer service

Complaint:
I refinanced some of my student loans with XXXX. They sent checks to all of the lenders that we are paying off. All of the checks were received and cashed by all of the lenders except ACS education loans. After realizing its been a month and they have not cashed the check I began to investigate this issue. I tried calling there customer service line which is impossible to get through to. It says my account number and social security number are not valid and wo n't let me call. If you do n't have either of these then you can not get through on the phone. So now I can not contact my loan company via the telephone so I try to email them from there automated emailing system on the website. I get a reply 6 days later that is completely inaccurate. They stated that my last payment wasXX/XX/XXXX for  {$150.00} when my last payment was actuallyXX/XX/XXXX for {$300.00}. XXXX sent them a check XX/XX/XXXX to pay off the remaining balance. So I attempt to call them again after I received a reply 6 days later. Still not able to access them via the phone because its claiming my account and social are not correct. So I do some research and find another number to call. This number accepts my social security number and I am able to select options to attempt to talk to someone about my issue. After selecting the correct options I was on hold for an hour. After ONE hour of waiting for someone to answer the representative answers the phone he notifies me that the system is down and they are not able to answer any questions or access my account. When I asked if there was another number to contact them he said there was not. And that there was no email to reach them other than the automated service on the website. I asked him what the policy if they received a check from a lender and he said it would be cashed within 7-10 business days. I just would like to be able to contact someone that I am giving THOUSANDS of dollars to. It is impossible to get ahold of them and I do n't know if they received a check or not. Also, my account is still open and accruing interest so I can not make payments towards it if they are going to cash a check for the full amount. But once the account goes past due then I am going to be responsible for these fees. I also started to look up the company and found hundreds of people in worse situations with this company. It seems like this may be a trend that this company is XXXX people over to get as much money as they can while making it virtually impossible to get ahold of. Who do we have to protect us and help us out when this is happening? Some of these people are spending every dollar they make to make payments to this company and we ca n't even get an answer or response from them. Then they can report us to credit agencies and ruin our credit. This company needs to be investigated and we need advocacy when this is occurring. Who do we turn to when this company bullies us for our money and it is not fair?

Company response to consumer: Closed with explanation