Consumer complaint received 2016-04-27
Company: ACS Education Services
State: MA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
Even though I have been a XXXX since XXXX, my student loans started coming due a few months ago because of a promptly fixed error at XXXX ( where I am currently enrolled as a XXXX ) that briefly reported me as XXXX for Fall. I fixed the problem and ACS sent me letters reporting that they received my status and that my loans were on deferment. However, apparently this only applied to my federal loans ( ACS I think only just represents both my federal and private loans ) and this was NOT mentioned in the letter, which suggested all of my loans were deferred. I only found out recently that my private loans are still considered delinquent and I have received an array of misdirection and delays from ACS regarding this issue, even though I call them and XXXX XXXX ( whom I believe holds my loan ) on a weekly basis now. A statement I received today says that unless I pay all of my " delinquent '' payments by Thursday they might refer me to collections and potentially demand the full amount of my loan -- approximately XXXX ( it 's a " Right to Cure '' notice, whatever that means ). The text of these notes is always buried beneath tons of confusing information, so it has been extremely difficult to keep track. I have never received anything resembling a formal letter from them about the delinquency -- this information was hidden in statements. 

In general, I feel like somewhere I received some bad student loan advice and possibly made some errors along the way. XXXX University in XXXX, where almost all of my loan debt came from, at one point issued me a flat, massive check for double my student loan amount then asked me to return half of that amount a month later ( thank god I 'm responsible -- I had no idea this amount was an error because I did not need loans during my XXXX career and XXXX costs of living are so ridiculously expensive ). XXXX also persistently printed my name as XXXX XXXX when contacting me about student loan issues and printed all of my checks with my name reversed ( or as XXXX, XXXX ) even though I faxed my loan companies corrections several times. I am even a tad bit skeptical that I required private loans in the first place, though I was told that I had hit my cap on federal loans for my XXXX program -- which might have been true. I have XXXX federal loans ( currently at XXXX and XXXX ) and a private loan at XXXX. I know that XXXX had some terrifying student loan scandals in their financial aid office shortly after my time there, but I do n't believe the companies I used were implicated directly. The culture in general did seem to push me towards private loan companies, however. The XXXX University Financial Aid Office was horrifically inept and even though I regularly tried to contact them, I never received any helpful advice or support. In general and partially as a result of XXXX 's bad service, I chose XXXX XXXX because of their quick and easy customer service ( loans are confusing ). Once XXXX XXXX shifted to ACS, I became horribly confused with everything and their customer service quality dropped. 

I am not completely sure I have documentation of everything -- ACS spams me with confusing mail regularly, at one time including in the same envelope a buried note saying I was in deferment and another buried note saying I was overdue, and the XXXX University conversations were usually in person, over the phone, or via my now deleted XXXX University email address. Information from ACS is hard to sort anyway since it is always buried in fine print and their letters are never formatted as letters, just financial statements with letters hidden inside. That said, I might have a lot of this information lying around still. I try to save whatever I can now. 

Anyway, sorry for all of the backgroun

Company response to consumer: Closed with explanation