Consumer complaint received 2022-05-03
Company: ACI Worldwide, Corp.
State: FL
Product: Debt collection
Sub-product: Private student loan debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
I have been trying to email the company requesting information on how to pay the debt. My first initial email was sent on XX/XX/XXXX. 

" I would like to start making payments onto my account online, but everything I click does not have the correct path in order to do so. 

Can you please assist? I will not be paying the full balance as I have other bills to pay that would hinder where I am living so they take importance. Im already borrowing money per month from roommates, so Im already short handed.

Please assist so I can start making online payments. 

Thanks " I received an email back on XX/XX/XXXX. at XXXX am " Hello, Thank you for contacting ACI Payments. We are glad to assist with your inquiry. Please advise to whom your payment is being made as well as the error you are having. 

Thank you, Consumer Support Department '' to which I responded the same day. about 4 hours after their initial email was sent. at XXXX pm. 

" I am attempting to pay a debt to XXXX XXXX. I am unsure waht specific agency i am attempting to pay, as it was not listed on the paperwork. " by the XXXX, i still had not heard from anyone regarding the email I sent. So I sent another email at XXXX am. 

" Good morning, I still have not received a reply on this matter. I would like to make online payments for this. Please contact me with the information requested so that I can start getting this taken care of. 

This is the second email I have sent requesting this information. Please respond to this email with the information requested as I can not provide payment until I have the access and information on how to make a payment online. 
Thank you '' XXXX I had still not heard anything form anyone and it had been a week, I sent an email at XXXX pm again requesting the information. 

" Good afternoon, This is now the third time I have reached out by email and I have also reached out by phone, and I have yet to receive a response. At this point, it has come to be an issue making a payment no matter what I do. You have already stolen money from my savings account, and I had to borrow money from my boyfriend in order to make ends meet last month, as that is where I put my bill money until i need to pay the bills. 

This is not going to be accepted again, as I have attempted to make contact and make payment towards the balance due on the account. The fact of the matter is, I thought this was taken care of 4 years ago when I was still married. At this point it has become more of a hassle to attempt to reach out, and i feel as if it is no longer my issue. Your company clearly does not want payment since you are now withholding requested information in order to receive payment. 

I am unsure of where to go from here. I can not make payments towards the balance without the information, and you are not responding with the information in order to make payments.

I am at a loss here and at the point of reporting this. With who? I am not sure at this point, but I am sure that's something a simple google search could fix. 

How do you expect someone to pay their balance if you are not going to respond with the information for them to pay the balance? 

Thanks, '' I am unsure where to go from here. I have attempted to reach out regarding the debt I owe, and it does not seem I can get a response on how to pay the debt. 

They randomly took money from a bank account I had money in for bills for the month. There was no contact made regarding this, whatsoever. I literally just looked at my account to pay some bills and was not able to. They just took XXXX $ from me without notice. I have no idea what the remaining balance is after this amount was taken or anything. I can not seem to get ahold of anyone to even get that.

Company response to consumer: Closed with explanation