My student loan was originally through Panhandle Plains and has been in repayment since 2003. I had never had any issue with Panhandle Plains and had my loan paid through auto debit. My loan was recently transferred to ACS. This is when the nightmare begins.

As soon as I received the notice from Panhandle Plains (9/30/2010) that I would be dealing with ACS, I created an online account with ACS, filled out the paperwork for auto debit and sent it in with a cancelled check.

On 8/20/2010, I attempted to sign in to my online ACS account and was refused because ACS said my username/password was incorrect. I then called ACS and spoke to a representative who, while verifying my account info, stated that I lived at a certain address in New Jersey. I told her that info was incorrect and that I lived in Texas and had never even visited New Jersey, much less lived there. She informed me that I was incorrect, that I did indeed live in New Jersey. After I became irritated, she then stated that one of my relatives must live in New Jersey. I assured her that none of my relatives, friends, or pets have ever lived in New Jersey. I asked her if my auto debit was set up for the 10/28/2010 payment. She assured me that it was.

Of course, the auto debit did not happen. Today (11/4/2010) I called ACS to inquire as to why the debit did not go through. The customer service representative informed me that the bank had refused the payment because I had not called the bank to get their permission. I told her that did not make sense, as I had filled out their form, sent them a cancelled check, and that is all that is required for an auto debit. Her reply "what does not make sense, mam?" It was like talking to a brick wall. After sensing that I was getting nowhere fast, I ended the call and called my bank to see why they had refused the payment.

My bank laughed at what the ACS rep had told me, checked my account, and said that ACS had never even tried to debit my account. She then (while laughing) stated that I could tell ACS that they had my bank's permission to debit my account. She had never heard of anything of this sort either.

I then called ACS back and told the new representative what had transpired, what my bank had stated, and asked what to do next. His solution? To resubmit all the auto debit paperwork, along with another cancelled check, to ACS. I told him that I preferred to just do a manual debit every month, as it would be easier than the auto debit (isn't auto debit designed to make things easier? hahahah).

Not only are they incompetent, but insolent and insulting.

I am still concerned about the New Jersey issue...nothing about ACS instills confidence in their ability to serve their customers or prevent identity theft.