ACS Customer Service Complaints - page 2

THIS COMPANY is not professional.
I am not able - ever - to get a customer service representive.
Everyone has to answer to someone.
At this point I am calling the federal department of education. They will learn what poor service this company provides.

Total BS, I can't get any info because I don't have the account number, and on the website, you have to have your password to recover your user name, or your user name to recover your password.

The website says I can't set up an account because something in my info is wrong. But what?

Terrible customer support. Trying to make payment and exhausted the choices offered on ACS's recorded prompts. After several attempt I was unable to speak with a real person and send payment. :-(

What a joke - get a freaking person to answer the phone if they are calling during business hours that you list.

I was able to log on and make a payment at 2010 MDT on 10/14/2013. I was also having problems with the website and call center. Good luck to all that are trying to make their payment! F5 is your friend.

I, Alicia Jackson-Warren, feel a bit better knowing that I am not the only one who has had difficulties w/ this site all weekend long through today. Looking forward to an appropriate resolution.

I have called 6 or 7 times to change my routing number. The first two times I actually got two associates who were useless. The next several times all I got was recordings. If you don't want my payment anymore ok. Bout I tell you this, I will not pay any late free.

I have been trying to pay since Saturday and their website has been down. I keep getting to the point where I can login and then it says "Your are not authorize". I spoke to someone on Saturday and she told me they sent everyone home for the day because it was too much to fix the website. She said it would be back up today, once the weekend was over. I refuse to pay a late fee for their company having issues with their website. Your credit will be fine, they can't send out that you missed a payment until it has been late past 30 days. I am going to try and call again tomorrow, but if it's anything like today I'll be on hold for twenty minutes with no answer!

Took me about 15 times throughout the day today, but finally got my payment posted. Tried calling in earlier and got a message they weren't able to accept calls due to circumstances beyond their control. I've had a loan with them for the last 7 years and have had zero issues and always good customer service with ACS. This was a really odd situation - hopefully one that is not only getting resolved, but unlikely to happen again. Things happen folks....give the company some slack as I'm sure it's incredibly stressful for those working there (and most likely get paid about $10/hr or so to work in a phone center environment).

I too, cannot get into the website (says I'm not authorized or can't find the page) so I can pay my bill and have been trying since Friday and my payment is due today!!!

I HOPE they waive any late fees due to this as I don't want any credit problems either!!! I ALWAYS pay my bill on-time and have never been late!!!

I read all of the comments in here, so at least I'm not alone with this!!! How frustrating!!!!

I was just able to make my payment on line. It seems to be up and running at least for the moment. Hope it stays that way.

What the hell is going on? The site doesn't work and also I can't get a representative (47 mins on hold).

I am having the same issue with both the phone and web-site services. Late Fees? Better not be!

The site was working for a moment, I was able to login successfully but then gave me the "you are not Authorize" page when I clicked on express pay button.

Called twice without any answer.

Hopefully they get this up today as I'm paranoid that this will hurt my credit :/

ACS never has a clue what is going on. Their service is so bad even the government has cancelled their contract and is no longer using them as a servicer. Hopefully other loan holders will soon follow suit and find other servicers for their loans.

Called and they said server has been down since 10/11. They said if you will be charged a late fee since we are unable to make payments that they will be reimbursing somehow. I don't think they even know what is going on.

Same here. Trying to make my first payment and website wasn't working. Looked online and apparantly ACS is extremely shady. I really hope we aren't hit with late fees when we can't pay our payment.

I'm having the same problem. Unbelievable! Not even a human being to speak to. Anyone out there have any luck!

Called and was hung up on after receiving an error message. The website is down. How are we supposed to make a payment? Hopefully there won't be any late fees since it's not our fault we can not pay.

I am furloughed and put in an unemployment form about two weeks ago. Haven't heard a peep. Have been unable to reach anyone by phone until today. Have been unable to make my payments either, and been attempting to for over a week now. The woman on the phone said she had no idea what the cause of the entire system being down was. She did suggest I call back later this afternoon.

Finally got thru to someone, who was rude and said even if the site was up today you would still be late, because it is a holiday and banks are closed so payment wouldnt go until tomorrow! I do ALOT of online payments and never have this issue. Might be time to see if I can move the loan! Oh and they don't know when the site will be back up but I can mail their payment. Maybe when they receive it, their website will be back up, hahaha

Called a few minutes ago and spoke with agaent. they are aware of issue and they are not able to take payents over the phone either. Said to keep trying maybe later will be back up. no ETA. Also said that they will reimburse if they tack on a late fee.

Website down for me as well. Need to pay my loans - unable. Phone number throws you to a robot who then tells you "we cannot take your call at this time" and hangs up on you.



I hope we all don't get charged late fees for this. What a joke. Their Borrower Services number for anyone who can't find it on the cache page

This is ridiculous. Website down for days with no ability to make payment. Unable to talk to a live person to make payment over phone. I surely hope they get this fixed and don't charge late fees for THEIR mistake!

Unable to reach ACS as well. My calls keep getting dropped. There is no way of contacting them in order to process payment that is due today. I am afraid they will add on late fees "which are beyond our control" or even worse, report this to my credit file.