• Report: #312373

Complaint Review: Affiliated Computer Services - ACS, Inc.

  • Submitted: Tue, February 26, 2008
  • Updated: Tue, March 20, 2012

  • Reported By:Mesa Arizona
Affiliated Computer Services - ACS, Inc.
www.acs-education.com Utica, New York U.S.A.
  • Phone:
  • Web:
  • Category: Loans

Affiliated Computer Services - ACS Incompetent Bureaucracy Utica New York

*Consumer Comment: ACS is Terrible and liers

*Consumer Comment: How to get through to these people...

*Consumer Suggestion: how to get results

*Consumer Suggestion: how to get results

*Consumer Suggestion: how to get results

*UPDATE Employee: To the person that posted the rebuttal...

*Author of original report: ACS (www.acs-education.com)

*Consumer Comment: Perhaps you shouldn't make light ...

*UPDATE Employee: yea sure.....

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This student loan servicing company has gone downhill lately. I graduated from a certificate program last December. The following month I received my repayment notice and payment coupons in the mail.

I called ACS to ask why my student loan is suddenly due, making reference to the fact that under federal law, once a student graduates or drops below half-time status, he/she has a 6-month grace period before repayment begins. I was informed that because my loan is a consolidated loan, that law apparently does not apply. Why did I bother to consolidate my student loans? Obviously to waive certain rights, I'm finding out.

So I asked to go on their income sensitive repayment plan, and I soon received a copy of the application in the mail. I filled out the application, included copies of my last two pay stubs, made a copy of everything, and mailed it back in the envelope provided.

It's been at least a month, and no progress has been made. I just received a Financial Hardship Deferment application, which is not what I asked for. I have written a number of letters trying to explain that I simply want to go on the income sensitive plan for the time being, until I get a higher-paying job.

I'm at the point where I'm going to tell them I will turn this matter over to my lawyer and see if ACS speeds things up. Maybe there's a loophole in the law that will cancel my student loan debt ($29K) on account of ACS' incompetence. It's fun to think about...

Jason
Mesa, Arizona
U.S.A.

This report was posted on Ripoff Report on 02/26/2008 07:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Affiliated-Computer-Services-ACS-Inc/Utica-New-York-13504-7051/Affiliated-Computer-Services-ACS-Incompetent-Bureaucracy-Utica-New-York-312373. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 9Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

ACS is Terrible and liers

AUTHOR: bnesvold - (United States of America)

ACS is the worst company out there. I have been trying to deal with them on an issue and they keep telling me they have no record of me calling. I can call today and tomorrow they will have no record of it! How do you run a business like that? I asked to talk to a manager the other day, the rep was nice and sweet until I asked for a manager then it was "why do you want to talk to a manager?" So I told her, I waited on hold for 5 minutes she said "I'm sorry I cannot find a manager for you" I said I will continue to hold until you do. Fifteen minutes went by at that she she was irritated at the fact that I was willing to continue to hold. I said I will hold once again she she"I cannot find one, but added that I can take a message and will have a manager call you back. I said NO I will wait! She was then really angry got mouthy and I said I will wait. 30 seconds later I got a manager. He was nice until I stated the fact that everytime I call in I get a different answer, I can call one day and you have no record of it and the lies that I am told. He wanted specifics of exactly what I was talking about so I gave him an example of something that happened, he said I don't understand what you are asking. You have got to be kidding me!!!! I got pissed once again yelled at them and hung up. They have no regard for making a customer happy they want their money and they want it right now. I have loans at 2 other student loan companies and they actually help you! I cannot believe how many complaints about this company I have found online, and I will be contacting BBB and a few other places for them calling me at work and harassing me about a late payment, that is not tolerated and against the law.
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#2 Consumer Comment

How to get through to these people...

AUTHOR: jaz4vb - (USA)

I have personally gone through a nightmare with ACS.  I have been making payments on time for the past 3 years using the same method of payment during those 3 years.  All of a sudden I start recieving phone calls from a collection agenct stating they have not recieved my payment.  I go ahead and forward them a copy of my processed check and they stated they would take care of it.  Over the next 2 months I continue to get harrassing calls saying that I still owe them money and it keep compounding as each months checks were not debited to my account.  After 55 days of professed to be late on payments, I go around the ACS collections and call them directly.  The person on the phone noticed my payments were being debited to another persons account, and they would have the "banking department" work everything out.  Long story short I get a phone call saying that I am still 70+ days late on payment, which means the credit bureau has been informed that I am 60+ days late and my credit score has taken a hit.  I refaxed all my documents to ACS and demand they confirm reciept.  They confirmed over the phone but can not send external emails or faxes.  I was told that my information has been sent to the banking department to be processed.  I demanded to speak with the banking department and they apparently cannot recieve calls or emails, so I am left hoping that this will get taken care of. 

Finally I decide to track down the emails of all senior level staff in ACS and send email with my complaint, and they finally started to take care of buisness.  In two days, which is longer than I wanted, they credited my account and are forwarding a letter to the credit bureau to fix my ruined credit.  While it is not acceptable that they ruined my credit I did figure out how to get things done. 

Here are a list of email addresses I used in my email to the company:

kathy.harris@acs-inc.com, christi.christensen@acs-inc.com, Jennifer.Crawford@acs-inc.com, Robin.Davis@acs-inc.com, susan.reynolds@acs-inc.com, sandra.perez@acs-inc.comjodi.meola@acs-inc.com, greg.leon@acs-inc.com, stacy.tucker@acs-inc.com, julie.veleber@acs-inc.com, david.williams@acs-inc.com, lynn.blodgett@acs-inc.com, kevin.kyser@acs-inc.com, tom.burlin@acs-inc.com, lora.villarreal@acs-inc.com, tas.panos@acs-inc.com, john.rexford@acs-inc.com,

I sent the email directly to Kathy Harris the Senior VP of Student Loan Financing.  I also obtained the following buisness numbers of real people that can make things happen.

Kathy Harris - 480-586-9700

Lisa Lenling - 650-622-6904

Jessica Bretch - 640-622-6874

You can also go to page 16 of this pdf http://www.aasfaa.org/docs/memberservices/0809Directory.pdf for more names and phone numbers.

I hope this helps someone get around the constant headache of dealing with thier call centers.

 

 

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#3 Consumer Suggestion

how to get results

AUTHOR: Bobo - (U.S.A.)

I am running into a similar problem w/ACS. They purchased my loan from SLFC and they have lost over $300.00 in payments. I called the # listed which the prev. comment from an employee states to call, however, I as well got in touch w/someone in Jamica. I requested to speak w/someone in the US. After 20 min. on hold, I hung up. To get results - go to the website for the ACS corporate - http://www.acs-inc.com/contactus.aspx . Send a detailed letter w/your complaint to ALL of the bigwigs listed on their contacts. I work for one of the largest credit card finance companies, in their corporate dept., responding to complaints that get mailed to the president/bigwigs in the company, complaints from government agencies, regulatory agencies, etc.... And speaking from experience, if you mail something to the president, tell them that you are going to go to the media, and for s&g, throw in a sob story, you pretty much get what you want. I've waived thousands of finance charges for people that rightly owed the money. Foolishly, I thought, hoped, I would not have to go that route w/ACS, but $300.00 is a lot to me in these economic times, and I will do whatever I need to do, to get them to fix their screw-up.
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#4 Consumer Suggestion

how to get results

AUTHOR: Bobo - (U.S.A.)

I am running into a similar problem w/ACS. They purchased my loan from SLFC and they have lost over $300.00 in payments. I called the # listed which the prev. comment from an employee states to call, however, I as well got in touch w/someone in Jamica. I requested to speak w/someone in the US. After 20 min. on hold, I hung up. To get results - go to the website for the ACS corporate - http://www.acs-inc.com/contactus.aspx . Send a detailed letter w/your complaint to ALL of the bigwigs listed on their contacts. I work for one of the largest credit card finance companies, in their corporate dept., responding to complaints that get mailed to the president/bigwigs in the company, complaints from government agencies, regulatory agencies, etc.... And speaking from experience, if you mail something to the president, tell them that you are going to go to the media, and for s&g, throw in a sob story, you pretty much get what you want. I've waived thousands of finance charges for people that rightly owed the money. Foolishly, I thought, hoped, I would not have to go that route w/ACS, but $300.00 is a lot to me in these economic times, and I will do whatever I need to do, to get them to fix their screw-up.
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#5 Consumer Suggestion

how to get results

AUTHOR: Bobo - (U.S.A.)

I am running into a similar problem w/ACS. They purchased my loan from SLFC and they have lost over $300.00 in payments. I called the # listed which the prev. comment from an employee states to call, however, I as well got in touch w/someone in Jamica. I requested to speak w/someone in the US. After 20 min. on hold, I hung up. To get results - go to the website for the ACS corporate - http://www.acs-inc.com/contactus.aspx . Send a detailed letter w/your complaint to ALL of the bigwigs listed on their contacts. I work for one of the largest credit card finance companies, in their corporate dept., responding to complaints that get mailed to the president/bigwigs in the company, complaints from government agencies, regulatory agencies, etc.... And speaking from experience, if you mail something to the president, tell them that you are going to go to the media, and for s&g, throw in a sob story, you pretty much get what you want. I've waived thousands of finance charges for people that rightly owed the money. Foolishly, I thought, hoped, I would not have to go that route w/ACS, but $300.00 is a lot to me in these economic times, and I will do whatever I need to do, to get them to fix their screw-up.
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#6 UPDATE Employee

To the person that posted the rebuttal...

AUTHOR: Breezy89 - (U.S.A.)

Mr.????.....
If your student loan was not on ACS's Servicing system prior to the Consolidation and YrS after then no they would not be able tot get ur promissary note...
Secondly, i work at ACS in the USA, i speak perfect english!! You are calling the Jamaican facility, you must have an Wachovia acct, they handle Wachovia loans there.
You can call 1.800.835.3511, 0r 3411, 0r 4611...those are most of the numbers that i know, thata will get you to english speaking reps...they not only annoy you but me as well, i cannot stand them!!!
Anyways enough about Jamaica, Also as far as loan balance sometimes like YRS after the loan has been a closed acct it enters a system at ACS that nobody has access to, like an archive system, all we can look up as reps is ur SSN, it'll display ur name, AMT, closed date....Prob the reason...anyways for further asst contact ACS, pCe..~1~
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#7 Author of original report

ACS (www.acs-education.com)

AUTHOR: Jason - (U.S.A.)

Well I finally got my income sensitive plan approved. I was just excessively frustrated at ACS' slow responsiveness to my requests, and getting that other application in the mail (that I didn't ask for) just set me off. I know I'm not the only borrower to complain about this servicing co.

At least their website makes it easy to make loan payments (of course). While my app was pending, I chose the forbearment option (I don't qualify for anything else since I work full-time and I'm not in the military or the peace corps) in order to keep my account current until I went on the new payment plan.

I got no phone calls from ACS, just letters in the mail, so I responded by letter, sent copies of everything they requested. and called them a couple of times, once to ask what happened to the 6-mo grace period i mistakenly thought i was entitled to, and another time to ask about a bill they had just sent me after they approved my income sensitive app.

I have a relative who works for ACS here in Phx and she says that the saying there is that ACS = Always Changing Something.

My beef is that there was a glitch in the communication at some point and the process of approving my application took longer than in the past, at least from my point of view.
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#8 Consumer Comment

Perhaps you shouldn't make light ...

AUTHOR: Rippedoff - (U.S.A.)

Just wondering, Mr. Breezy ... do you have a valid reason why ACS refuses to furnish a copy of the promissory note? We've asked four times in the last 6 months and are unfortunately going to have to retain a lawyer. Hopefully, then, we'll be able to get a few answers. Such as a payment history (since ACS apparently has nothing for us for the first 6 years of the loan), the correct loan amount, and perhaps why seemingly none of the customer service staff can speak English!


Any suggestions? ;)
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#9 UPDATE Employee

yea sure.....

AUTHOR: Breezy89 - (U.S.A.)

okay, firstly you have to read the ENTIRE CON loan application/promisary note before you sign it buddy. it states in the signature part that you waive the rite for yoru student loan to have a 6 month grace period!!! that is with ANY student loan company, it;s simply federal regulation. the reason is because entirely it is NOT a FEDERAL STAFFORD LOAN any longer. By consolidating you took out an entirely seperate loan-that wasn't used for college-but to pay off another student loan. So you taking out that loan to pay for another loan-why would they still give you a 6 month grace period-because u can't even consolidate when ur in school-only once you graduated/dropped below/in grace period. -thats why the govt made that con loan no grace period thingy... Secondly sorry about the income sensitive pymt plan it should have been applied to ur acct. just remail it! thats a new one rite?? and call up and chekc on it. AND while u were supposedely waiting for the income sensitive repayment plan you \r loan was goin delinquent. u didnt recive the past due notices?? or the phone calls?? come on be serious!! AND the Economic hardhsip deferment is a GOOD thing-itt bring sur acct current and up to date! that way while ur waiting for the pymt plan to change-ur loan is defferred!!

Lesson learned-read ur paperwork before you sign it-call and check up on things-do not disregard acs mail-and just do ur homework, okay?? WOWWW..lol...
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