Consumer complaint received 2016-10-20 00:00:00
Product: Student loan — Non-federal student loan
Issue: Dealing with my lender or servicer — Received bad information about my loan
Company: ACS Education Services
State: MI

Complaint narrative:
I have XXXX loan accounts with ACS-Education ( www.acs-education.com ). The relevant account for this complaint is my " XXXX '' loan with ACS. On XXXX XXXX, 2016, ACS delivered a monthly paper bill to my home requesting payment in the amount of {$57.00} due by XXXX/XXXX/16. On or about XXXX/XXXX/16 I sent payment of {$57.00} to ACS through my bank account 's e-bill payment system. ACS accepted the payment and deposited my check. On XXXX/XXXX/16, I signed into my online account at www.acs-education.com and noticed that ACS marked my account as " In Repayment, 6 days past due. '' Confused as to why ACS considered my account past due because I paid the amount ACS requested on their bill, I called ACS 's collection department on XXXX/XXXX/16 at XXXX, XXXX. A pleasant female read to me the mini-Miranda rights under the FDCPA and then attempted to get me to pay a past due amount of {$1.00}. I asked for an explanation because I had paid the amount demanded in ACS 's last bill. The ACS employee advised me that my interest rate is variable and that it was recently raised. In fact, she said that my interest rate was raised one day after the XXXX/XXXX/16 bill was delivered. ACS did not send a revised bill to reflect a different amount due. The ACS employee claimed that ACS sent me a notice explaining that the interest rate had changed. I deny receiving same. I asked for a copy but was denied a copy. Instead, the ACS employee offered to email me an account statement which is a new document showing the status " 6 days past due. '' I asked the ACS employee if she can understand my confusion as a consumer over why I am past due despite the fact that I have paid every amount requested by ACS bills. The employee remarked that she is making a note of my comments without attempting to explain the lack of a revised bill. As a consumer, I am completely confused on how ACS adjusts the interest rates on my account. I am also confused on how ACS can label my account " past due '' despite not sending me a bill for the deficiency. I am also displeased with the inability or unwillingness of the ACS collection department employee to provide me copies of recent documents or to issue a new bill. As a consumer, I believe it is imperative that ACS revises its policy on declaring an account " past due. '' First, ACS must explain why it does not send a new bill after ACS changes the terms of the loan. In fact, my next payment is not due until XXXX/XXXX/16. I assume the next bill I receive in the mail will show the past due amount from XXXX ( although previously never billed for ) plus new monthly charges for XXXX. I am concerned that ACS will treat me with hostility as a delinquent debtor although I was never informed of my past due status but for my random logging into my online ACS account. I am concerned that the terms of the my original loan include an incentive of interest rate deduction if I maintain a current account throughout the live of repayment. I am concerned that ACS will report negatively to the credit bureaus that I have a past due account for the relevant month ( s ). I believe that ACS has failed to communicate the proper amount due. ACS has issued conflicting statements of what amount is due. ACS is penalizing me for their failures to communicate. In short, ACS issued a bill which I paid on time ; without my knowledge, ACS amended my bill although never informed me that a larger amount was due ; ACS now marks my account and credit as " past due '' ; and not for my random auditing of my online ACS account, I would not have known I was past due until, who knows, next month, when ACS might take other actions against me including late fees, negative credit reporting, and so forth. I asked the ACS employee what more I can do to better understand my account or to get more information about this issue. That ACS employee invited me to file this complaint. I want a full investigation of ACS.

Company response to consumer: Closed with explanation