Complaint / review text:
On March 12,2015 I was enrolled as a full time student. On May 25,2015, ACS placed my account in default and turned the account over to the default company ECMC. I was told by ECMC in July that the original loan agency (ACS) would have to repurchase the loan from them and then ACS would have to correct the data so my account will be taken out of the default status. I then called ACS in July and informed them of their error. ACS then proceeded to inform me that indeed I was in default that is why they turned my account over to ECMC and that I would have to take this matter up with ECMC. I informed ACS they were mistaken and that I was a full time student when they turned my account over to ECMC. I had asked the representative from ACS if they had known I was a full time student before turning my account over to ECMC in a default status and I was told yes.
I placed a call to ECMC in July and spoke with a Mike. Mike told me ECMC could not do anything with my account and the original loan agency would have to repurchase the loan from ECMC. I then called ACS once more and spoke with a representative and informed them of what ECMC had reported to me. At that point ACS sent me the Repurchase Request for me to fill out. I asked ACS what other information would they need from me to go along with the repurchase request. ACS responded they would also need an enrollment letter from my university showing the dates I was enrolled at the university.
On August 11,2015 I received the enrollment letter from my university and on August 12,2015 at 1:26 I sent the repurchase request along with the enrollment letter to ACS at the fax number provided: 1-315-738-2232. I then called ACS to ask them if they would email or telephone notifying me they had received the repurchase request along with the enrollment letter. ACS informed me they could not call or email me; they would send me a letter stating they had received the information.in the third week of August I received a letter from ACS informing me they had received the repurchase request along with the enrollment letter and that I should call 1-800-835-4611 to check on the status of the request.
During the last week of August, I called ACS to check on the status of the repurchase request and was told the information had been sent to ECMC and ACS was awaiting a response from ECMC regarding the repurchase request. I waited until the following week to call ACS. I then called ACS during the first week of September to check the status of the repurchase request and was told again that ACS was awaiting a response from ECMC. On September 10,2015 at 12:15 P.M. I called ACS again to get a status update and again I was told by ACS representatives they were waiting for a response from ECMC. Once I got off the phone with ACS I placed a call to ECMC at 12:36 P.M. And spoke with an ECMC supervisor.
The ECMC supervisor proceeded to inform me ECMC has not received any repurchase request nor enrollment letter from ACS, but if I wanted to send ECMC the repurchase request along with the enrollment letter and a class schedule they would begin the process on their end. On this same day at 12:55 I called ACS once more to inform them that ECMC has not received any information from ACS regarding the repurchase request and the enrollment letter. I was told by a representative from ACS that the repurchase request and enrollment letter has not been sent to ECMC and it was still in house pending a review. I got angry and asked to speak with a supervisor.
A supervisor from ACS got on the phone and I proceeded to inform said supervisor that I was being mislead by ACS representatives into thinking the repurchase request and enrollment letter had been sent to ECMC and ACS was waiting for a response from ECMC. Said ACS supervisor was not pleased the ACS representatives were giving out misleading information and she stated she will be looking into this matter. I questioned the supervisor as to how long could it possibly take for someone in their business to review paperwork and to proceed. The ACS supervisor responded saying the process could take anywhere from three to six months to complete. I told the supervisor ACS made the error and that as long as my account is in default I cannot continue with my classes.
I have taken two classes starting on March 12,2015 and the last one ending on July 22,2015 and cannot continue until my account is out of default. The ACS supervisor proceeded to tell me there is nothing she could do to make the process go faster. On September 14,2014 I faxed ECMC the repurchase request, enrollment letter from my university and a class schedule. On this same day I called ACS and inquired if they had sent the information to ECMC and I was told at this time the repurchase request and enrollment letter had been sent to ECMC and were awaiting a response. I also called ECMC to make sure they had received the information I had faxed and they stated they did.
On September 25,2015 I called ECMC to get a status update and was informed they had sent the file along with the quote to ACS and were awaiting a response from ACS regarding the repurchasing of the loan. I was also told from the point of ECMC's perspective "this was going the way I was wanting it to go". I then called ACS on September 25,2015 to find out if they had received the information from ECMC. I asked to speak with a supervisor. I spoke with another supervisor and was told ACS had received the information from ECMC. I asked this supervisor how long will the process take until it will be resolved and my account will be taken out of Default. The supervisor responded with, "it will take between two weeks to thirty days". I was thrilled that this will soon be coming to an end and I will be able to continue with my classes to earn my master's degree.
On October 2,2015 at 3:40 P.M. I called ACS to check on the status. I was told that the information received from ECMC had not yet been updated to my account and that process can take up to thirty days. I became upset and asked to speak with a supervisor. I felt it was ridiculous that it would take that amount of time to update information. I again spoke with the supervisor and told her that I was told on September 25 that the information was received and it would take two weeks to thirty days for this to be resolved. The supervisor then proceeded to inform me that I was mistaken and the information would take up to a month to be updated to my account and then after that it will take up to six months to be resolved. I was flabbergasted!
I was frustrated and let her know that I again am receiving misleading information and feel it is ludicrous for this to be taking so long. I told the supervisor that this is causing consequences with my university and do not want to be kicked out because of their error. The supervisor with ACS proceeded to tell me that I misunderstood the information she gave me the week before and I proceeded to tell her that the information she gave me was not vague nor ambiguous; the information she told me was very specific. She also told me there was nothing they could do that I would have to wait until the process is over. I have since called ACS every week to get a status on this matter and am being told the information has not yet been updated and is still pending review.
I have asked to speak to supervisors and have been told they were unavailable. I have not yet been able to speak with a supervisor anymore. Until this matter is cleared up I cannot continue with my classes and am having to pay for the last class I took which began on May 28,2015 and ended on July 22,2015. I have been told that since I have been out of attendance at the University that I could be dropped. My goal is to become a school counselor and had a time frame of completing my degree but since ACS's error this goal is on hold. I am frustrated and feel that ACS has been providing misleading information and they do not feel this is important. I am at my wits end and am getting nowhere.