Consumer complaint received 2016-09-16 00:00:00
Product: Student loan — Federal student loan servicing
Issue: Dealing with my lender or servicer — Trouble with how payments are handled
Company: ACS Education Services
State: PA

Complaint narrative:
On XXXX/XXXX/XXXX I received a delinquency notice from ACS Education mu student loan servicer. I was baffled when reading this letter because my loan payments ( I have XXXX loans that are serviced by them ) are made every monthly automatically. And the loan payment for XXXX ( due every XXXX of the month ) had not only been made on time but it was made 2 days earlier since the XXXX XXXX fell on a weekend. I called ACS Education immediately. After several minutes of having to make numerous selections to speak with a live person, I finally reached a CSR. I could barely understand the CSR since she spoke really bad broken XXXX. But I suffered through it because I did n't want to have to explain my issue to someone else. I told her how I did n't think I should 've received a delinquency letter since I checked my bank account and verified that my loan payments had been made to ACS Education. She did verify that the payments had been received on XXXX XXXX. But she said they were n't the correct amount. I asked her how that was possible since I had paid the amount that they assigned me to pay per the award letter I received in XXXX dated XXXX/XXXX/XXXX. I told her that I had applied for an IBR Repayment Plan back in XXXX XXXX and was approved per the approval letter dated XXXX/XXXX/XXXX. The letter stated the new payment amounts of the plan and that the new payments should be made by XXXX/XXXX/XXXX. She put me on a brief to verify my statement. After being on hold for a few minutes, she got back on the line and told me that the plan actually had n't been approved in XXXX but in fact it had been approved in XXXX and that the new payments were n't due until XXXX/XXXX/XXXX. I said ma'am I am looking at the approval letter dated XXXX/XXXX/XXXX stating that the new payments are due by XXXX/XXXX/XXXX but you are telling that this letter is incorrect and the new payments are n't due until XXXX XXXX? She said yes that is correct. I said well ma'am I never received that letter. I received a letter dated for XXXX XXXX so can you please honor this letter that I have from you? She said no, we can only honor the letter that we have on file. I said well that 's terrible because as you can see from my payment history, I make my loan payments on time every month and have been doing so since I started repaying them back in XXXX XXXX. She said yes I see that but there 's nothing I can do. You will have to pay the difference or risk being reported to the credit bureaus as delinquent. I said so let me get this right. I 'm going to be penalized for an error made by ACS Education? She said no, it was n't our error because we have the correct letter. So I asked to speak to a supervisor since I figured she had no authority to make this right. She said I need to put you on a brief hold. After being on hold for 10 mins. she said sorry I ca n't locate a supervisor. So, I am very frustrated by this time and tell her to note my acct. that I will be calling back the following day to speak with a supervisor. I calle back XXXX/XXXX/XXXX to speak to a supervisor and the same exact thing happened. The foreign speaking CSR put me on hold for 10 mins. and got back on the line and said that she could n't locate a supervisor. So by now I am angry. I ask what is a fax number and/or address that I can submit a complaint letter to because I want ACS to investigate this error and correct it and I want to report how I was n't able to speak to a supervisor. She gave me a fax number to send my complaint to and informed me that I would receive a response to the investigation in 7-10 business days. I have yet to receive any correspondence from ACS Education. I also had to pay late charges for this error that they made. It 's bad enough that I have the burden of this debt. But now I am getting penalized for something that they did. And what can I do? I 'm a nobody going up against a big company!

Company response to consumer: Closed with explanation