Consumer complaint received 2016-05-02
Company: ACS Education Services
State: FL
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Trouble with how payments are handled

Complaint:
I have a private student loan from ACS and have experience several issues and inconsistencies when paying for my student loan. First, I do not deal with ACS directly but with an establishment called XXXX XXXX. XXXX XXXX automatically debits from my debit card for payments to the ACS owned loan. As much of an convenience this sould be, XXXX XXXX has failed to debit my account for payment on several occasions. When this occurred I was never notified the account was past due until 30 to 60 days with a phone call from a representative from XXXX XXXX. However, if it was 30 days late instead of asking for the past due amount of XXXX dollars. I was yelled at and requested to provide a payment of XXXX dollars at a time. When I asked how this number came to be, I was told about the past month, the next month. If my math serves me correct that would be a payment of XXXX dollars. So I would not pay they allowed me to pay the miss payment and set up my account for debit for the follow ( next ) payment that was due in several days or weeks. This unfortunately has happened again however this time we went almost 2 years with no issues. On XXXX and XXXX 2016 my debit card was flagged for suspicious activity and reissued a new card. That means ACS / XXXX XXXX did not receive a payment for XXXX or XXXX 2016. However they had bank account and routing number info as well in order to make payments. This did not occur and I received a phone call for XXXX dollars. Everytime they call it 's a new large crazy number they know I would not be able to pay. Then they stated they have a new deal for restructuring my loan since I went 2 years with no payment issues. I was told to XXXX XXXX as a new monthly payment. I asked about the late charges and late payments, with a request to have them removed off the credit report. I was advised with my new restructuring of the loan those late payments would be removed and just paying a flat fee would ensure that. I was advised to electronically sign the new deal and provide a new payment. I went to read the new deal and actually due to their website could not read the contract but it only provided a table of sorts about how it works. I signed this deal and provided payment. A month later checking my credit report late payments of 150 days was report and the credit score dropped at the worse time. I 'm in the mist of buying a house for our new family. But even though only XXXX and XXXX were missed ( even with me paying a large payment to catch the account up and reflects on the pdf ) my credit report states I am currently ( as of XXXX ) still 150 days late on payments. However, the credit report and reporting from ACS states I made full payments in XX/XX/2016. Again going back to my basic math, I did not know 150 days were in XXXX and XXXX combined, I guess 2016 was a very large leap year. On this pdf attach you will see XXXX payment XXXX and XXXX XXXX payments. XXXX of those XXXX payments for XXXX dollars for XXXX and XXXX plus an amount down for restructuring the loan for a lower payment. I have complied with every wish and demand of ACS and XXXX XXXX only to be let down once again and given the run around.ACS and XXXX XXXX both record their lines when on the phone with customers. If you request XXXX XXXX, 2016 between the times of XXXX and XXXX, you will hear a conversation with me and their representatives about removing the late payments per the new contract and a letter stating they would on XXXX XXXX, 2016 the next opportunity to report to the credit agencies. This did not occurred and another phone conversation for XX/XX/2016 at approximately XXXX stating ACS and XXXX XXXX will not do this as agreed. And I could write a letter but that 's not a guarantee they will fix the error as previously agreed to do so. No contact about these late payments were given

Company response to consumer: Closed with explanation