Consumer complaint received 2017-12-06
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:
Dear Sir or Madam, I am filing this complaint with the Consumer Financial Protection Bureau against the loan servicer formerly named ACS Education Services ( recently renamed Conduent Education ) for violations of federal law. 

I registered with then-named ACS Education Services in XXXX XXXX to make payments on a XXXX XXXX XXXX and institutional loan assigned to that loan servicer. I specifically requested that my financial documents, including billing statements, be delivered to me electronically. Although other e-mails from ACS Education were received properly, no billing statements were provided as required by federal law. 

In XXXX XXXX, I received a notice from my educational institution that they were changing to XXXX XXXX as the new loan servicer. I immediately attempted to log in to my ACS Education account to retrieve all records of my payment and balance. However, ACS Education had already blocked me out. 

I attempted to contact them through the web form on their website, which asked for either my account number or the last XXXX of my Social Security number. The web form did not request information as to the type of loan in the account, nor were there different web forms for different types of accounts. The web form rejected my correct ACS Education account number ( provided several times with different formatting ), so I provided my SSN last XXXX. I also provided my full name, telephone number, and e-mail address as required. 

ACS Education responded with an e-mail requesting that I provide the same information that I had already provided, so I did so. ACS Education then sent an e-mail claiming they could not find " a loan that was ever on [ their ] system. '' At their subsequent request, I informed them that the account consisted of two loans, a XXXX XXXX XXXX and an XXXX loan. Without addressing the institutional loan, ACS Education responded, " The division that you are contacting does not service XXXX XXXX loans. '' However, as noted earlier, the ACS Education web form did not provide for contacting different  departments. There were no different forms for different departments, nor was information on the type of loan requested. 

After contacting the XXXX XXXX XXXX XXXX, I was provided a different e-mail address to escalate my issue. I informed that complaint department that the servicer was refusing to help me and was claiming they had no records of my payments and balance history, and received an automated acknowledgment, but never received a response from the complaint department. Subsequently, I received another e-mail from the " XXXX XXXX '' claiming, " it appears you initially contacted the wrong department hence why they were unable to assist you. '' The e-mail further directed me to my educational institution, instead of providing me with documents reflecting my balance and transactions with them during their time as my loan servicer. It appears that the former ACS Education, as a business practice, is preventing customers from  selecting a department to contact and then subsequently accusing them of contacting the incorrect department in order to delay customers and avoid revealing that they have destroyed evidence of their acceptance of customers ' prior payments. 

Please help me retrieve records that show my monthly balance, interest, and payments with ACS Education -- not statements from another institution that purport to reflect my monthly balance, interest, and payments. I further request that all penalties for violating federal law be assessed against ACS Education. Thank you for your assistance with this matter.

Company response to consumer: Closed with explanation