Consumer complaint received 2017-02-03
Company: ACS Education Services
State: OK
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:
ACS violated the following : ( 1 ) unfair and deceptive practices related to payment allocation. 12 U.S.C. 5531, 5536 ; unlawful practices related to payment aggregation in violation of Section 623 of the Fair Credit Reporting Act 15 U.S.C. 1681s-2 ( a ) ( 2 ) I took out XXXX individual loans. ACS aggregated the balances and rates into XXXX " packets '' exactly like a loan consolidation, without consent. 
XX/XX/XXXX : {$5100.00} 9.97 % Variable XX/XX/XXXX : {$5100.00} 9.25 % Variable XX/XX/XXXX : {$5100.00} 10.02 % Variable XX/XX/XXXX : {$5100.00} 10.03 % Variable XX/XX/XXXX : {$5100.00} 9.43 % Variable XX/XX/XXXX : {$6300.00} 12.06 % Variable THE NEW LOANS THEY CONSOLIDATED Before payments began, ACS shows the loans set up as follows XX/XX/XXXX : {$5100.00} 9.97 % Variable XX/XX/XXXX : {$15000.00} 9.25 % Variable XX/XX/XXXX : {$11000.00} 9.43 % Mixed The following are my allegations. 

1. ACS created a packet where only XXXX loans were shown to the consumer. The bill shows XXXX loans, online shows XXXX loans, and customer representatives only see XXXX loans. The same for balances and interest rates. It is a consolidation. 
2. Rather than combining for billing, the rates and balances were mixed and a new repayment method was introduced. Rather than paying {$50.00} each month towards the loans, around {$40.00} per loan per packet was applied. This drastically increased the amount of interest the company would receive on the loan. Again, without consent. Around {$8000.00} was stolen using this scheme. Another {$3000.00} for 10 years of interest is due. 

3. ACS denied me the opportunity to make payments individually towards the loans. They denied the opportunity to see balances for the loans individually. They denied requests to allow payments to go through individually and applied them how they wished. They applied extra payments to the next month, applied payments late, and held payments up to 20 days before processing making my loan late. 

4. ACS sent partial promissory notes with page numbers redacted in black to hide the number of pages in the document. They also sent XXXX of XXXX promissory notes to hide the fact that I had XXXX loans. They lied and told me " you have been given all of the promissory notes '' referring to the XXXX they sent. Then when I found out I really had XXXX loans and could prove it they sent me all XXXX and it was time stamped from when I originally asked for them. They just withheld this and lied about it. 

5. ACS misrepresented my loans, rates, balance histories, and gave factually incorrect financial information in order to keep me from knowing the truth of my loan. They additionally sent fraudulent payment histories that show balances accumulated before the loan had even been taken out. 

6. ACS billing only included information on the XXXX packets. I can not see the individual loans, nor are they online. I had no knowledge of my interest rates for my individual loans either. There was no way for me to know any details for loans XXXX. 

7. I requested ACS correct my credit reporting information that only shows XXXX loans when I had proof of XXXX loans. They refused. I sent the request to the credit agencies. ACS still refused to change or show that I had disputed the false information. 

8. I had decided to change companies by refinancing my loan in XX/XX/XXXX and requested payoff information and lender information as the information online was incorrect. They refused and did not respond. Certified letters were received. I then tried again in XX/XX/XXXX and the company needed the payoff, statements, credit information, balance history, etc. They all needed to show the XXXX loans I had. They delayed information, sent incorrect statements, made my loan go into late status, and refused to show my credit report correctly. Interest rate then jumped greatly. I still can not refinance. 

The rest of my complaint is in updated complain

Company response to consumer: Closed with explanation