Consumer complaint received 2015-11-03
Company: ACS Education Services
State: CA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Can't repay my loan
Sub-issue: Can't decrease my monthly payments

Complaint:
In XX/XX/XXXX, I took out a few private loans which to help cover the high cost of living in XXXX XXXX, where my school, the XXXX XXXX XXXX XXXX is located ( I earned a XXXX ). These loans were eventually consolidated ( without my consent ) into XXXX large loan which has since been purchased by ACS ( original lender was XXXX XXXX XXXX ). The lender has changed several times during this process but ACS has been the main servicer. Since graduating in XX/XX/XXXX, I have found work but none of it has paid very well. During this time, I have used as much forbearance, deferment, and income-sensitive repayment with this loan as I could just to get by ( paying interest only! ). When my income-sensitive payment plan ( ISR ) ran out this year, I tried to reapply through ACS. This is where things get complicated : The first time I submitted my application I was consistently told by a representative over the phone that it would be processed within 7-10 business days. I waited and waited calling every week to see if a decision had been made. When the decision was finally made, the information in my application was outdated by this time ( over 60 days ) so they rejected it and said I needed to submit a new, current, application. So I did. I called on XXXX XXXX to confirm they received it and a representative said that it would be processed by the XXXX. So I called on the XXXX and they confirmed that it was received and forwarded to the lender ( the bank/trust ). Expressing my anxiety to get it processed as soon as possible, the rep. informed me that since I was getting so close to default, I was eligible for two months worth of forbearance to give me breathing room. This was either a lie or a serious mistake because I received a letter in the mail a few days later informing me that I was denied forbearance because I had already used all that was available. Mind you, every time I call I am told it will only be a few days to process the application meanwhile months are passing with nothing getting resolved and default looming closer. Once I get the denial letter I immediately call ACS again and ask why I was denied the forbearance when the representative who suggested it confirmed that it was being applied immediately. Confirmed on the phone! Did I get a call back telling me that it was a mistake? No. Just more days passing while I try to figure out what the delay is. Meanwhile, after several weeks the application for ISR has still not been processed. When I call ACS again on the XXXX ( when I received the denial letter for forbearance ) I am told that they are putting ( yet another ) rush request on the application and that it will be processed within 3 days and that the person I talked to would call me back. This did not happen. I wonder what 's taking so long so I call on XXXX XXXX ( the last day day before the loan goes into default ) and I am told yet again that the application will be processed within 3 days. I ask why it was n't already processed now that it 's been 6 days since my last call. The representative does n't know. I ask to talk to a supervisor and after being put on hold I am told that nobody is available but that someone would call me within XXXX hours ( and another rush request was supposedly attached to the application ). I did not receive a call. As of this writing, I called XXXX more time to finally get all of this resolved and move forward so I can get the loan back in good standing. I talk to someone who seems to care about my situation and they again say that they 've forwarded my case to their supervisor and that I will get an answer within 3 days. They also inform me that I apparently qualify for an economic hardship deferment good for 3 months if my ISR application is denied. This would have been good to know earlier I say but I 'll take anything I can get at this point. The amount of duress this has caused is overwhelming.

Company response to consumer: Closed with explanation