Consumer complaint received 2015-06-29
Company: ACS Education Services
State: CA
Product: Student loan
Sub-product: Non-federal student loan
Issue: Dealing with my lender or servicer
Sub-issue: Having problems with customer service

Complaint:
My problems with ACS Education Financing are too numerous to summarize effectively but I will try my hardest : Customer ServiceEasily some of the worst I 've ever experienced. Their website is slow and old. I ca n't easily access information such as contact info, documents, payments, etc. It 's a functional atrocity. The only online convenience they offer is payment, but sending in and processing forms must still be done by hand and postal mail. If I need to call they have limited hours, based on eastern time ( So living on the west coast makes it even more inconvenient for me ). 
If I email, send a payment, or basically try to contact them in any capacity it takes XXXX days for a response/acknowledgement. That 's IF they choose to respond. There have been numerous times where my payments simply did n't go through since their system just does n't make much sense. 
If I do get responses, it 's usually with major attitude. They try to state the obvious and make me feel dumb and beneath them. They also try to imply that I say things I did not ( even though almost all my correspondence is in email form and I can easily go back and copy/paste my responses ). 
My last correspondence with them resulted in them sending me the wrong paperwork I needed,, acknowledging receipt in email, saying they will process within XXXX business days, and me having to contact them XXXX business days ( XXXX weeks later ) only to receive the, " You have the wrong form '' response. 
Last year it took them XXXX months to file a deferment on my accounts. XXXX MONTHS. Of which I assumed they had already applied it. They never contacted me to say my accounts were delinquent when they should have been in deferment, resulting in me and my cosigner with giant hits on our credit reports, and only after repeatedly complaining and threatening with a lawsuit did anyone ever respond to me that had an actual email address and extension. Even then it was thrilling if she even acknowledged my existence. 

Handling my accountMy account has been bought and sold countless times so far. The original lender is bankrupt. They sold off assets to XXXX companies, who bankrupted and sold to XXXX, who sold it back to those companies, who sold it some mysterious company named XXXX XXXX. When I received notices of these actions, it was just barely in time to question them. When I questioned the sale to XXXX and sending a debt validation request, only ACS responded with old information from the first lender. This also took them an incredible amount of time, yet somehow just shy of the deadline for such requests. 
I was also denied a response when I asked them to tell me why my interest rates change up and down so drastically. No clear answer on that, just pages of numbers and math XXXX XXXX would have trouble with. Of course I ca n't even contact this XXXX XXXX, only ACS will handle things. 

Other things : They have also called my cosigner, my mother, and said some nasty things to her, all because someone made a mistake on their end with handling payments and repayment periods. Not appreciated at all. 
If I have to talk to a collections officer, they are very rude and leave indecipherable voicemails to call them back ( at my inconvenience ). Again, not appreciated. The level of hostility is too much, and they seem to not be able to coordinate between their accounts and billing departments. 

I think I have most of it here. I have to admit I have become hostile as well a couple of times, but my level of tolerance versus the frustration is extreme here. It takes a lot to tick me off that badly. So yeah, someone should check them out, or come talk to me, I 'd love to have a great conversation with the federal government about how I 'm treated.

Company response to consumer: Closed with explanation