Conduent, formerly known as ACS Student Loans, is a student loan servicer for both federal and private student loans.
If you had an ACS student loan and an ACS student loan login, Conduent claimed there would be few changes. But the transition hasn’t gone as smoothly as promised. Keep reading to learn about the updates and how to work with your new servicer.
How ACS Student Loans became Conduent
Conduent acquired ACS Student Loans in January 2017 and renamed the company Conduent Education Services.
For borrowers who had an ACS student loan, Conduent said there would no changes during the transition. You can still use your ACS student loan login, for example, and you don’t have to make any updates to continue making your payments on time.
As you’ll see later, the transition hasn’t happened as promised. But the servicer said it would send out email notifications if changes occurred, so keep an eye on your inbox.
The more you know about your student loan servicer, the easier it will be to find ways to pay down your loans faster.
Shortly before ACS Student Loans became Conduent, the servicer settled a lawsuit with the state of Massachusetts.
The Massachusetts attorney general accused the servicer of delaying applications for income-driven repayment (IDR). The servicer also allegedly charged some customers excessive fees and failed to comply with the Servicemembers Civil Relief Act (SCRA), which caps interest rates on federal and private student loans at 6 percent for active-duty troops.
ACS paid the state a fine of $2.4 million, a portion of which went to affected borrowers as restitution.
Conduent services only the following types of loans:
- Federal Family Education Loan (FFEL) Program Loans
- Private loans
- Perkins Loans and other campus-based loans (CPS)
For FFEL Program Loans, you’ll have the following student loan repayment options:
- Standard Repayment Plan: Monthly payments are a fixed amount up to 10 years.
- Graduated Repayment Plan: Monthly payments start small and increase over time — typically every two years — up to 10 years.
- Extended Repayment Plan: Monthly payments can be fixed or graduated, depending on your needs, for up to 25 years. You must have at least $30,000 in FFEL Program Loans to qualify for this option.
If you have a private student loan, your repayment options will depend on the lender that originated the loan.
If you have Perkins Loans or other campus-based student loans serviced by Conduent, your repayment options can vary depending on your school.
For all federal student loans, keep in mind that you also might qualify for income-driven repayment plans, depending on your financial situation and needs.
Making student loan payments to Conduent
Conduent offers several payment options to give you the flexibility to do what works best for you:
- Recurring monthly payments from your checking or savings account
- One-time payments through your online account
- One-time payments through an automated phone system or by calling customer service
- Authorized payments made by a third party
- Bill pay
- Check or money order sent by mail
Learn more about each payment option on the servicer’s website.
Deferment and forbearance options
It’s not always easy to know whether you qualify for deferment or forbearance. To help you find out if you’re eligible, Conduent offers assistance through your online account.
The servicer offers deferment and forbearance for several scenarios, including school enrollment, economic hardship, unemployment, natural disasters, military service, and more. Learn more about the eligibility requirements for deferment and forbearance here and here.
Conduent contact info
Conduent has three customer service phone numbers, depending on the type of student loan you have:
- FFEL Program Loans: 1-800-835-4611, Monday through Friday from 8 a.m. to 11 p.m. ET
- Campus-based student loans: 1-800-826-4470, Monday through Friday from 7 a.m. to 5 p.m. CT
- Private loans: 1-800-508-0806, Monday through Friday from 8 a.m. to 11 p.m. ET
If you’d already saved the ACS Student Loans phone number, make sure it hasn’t changed.
Conduent customer reviews
Conduent/ACS Student Loans has an average of 1.1 out of five stars on Consumer Affairs as of December 2017. Many recent complaints stem from the transition from ACS to Conduent, which hasn’t gone as smoothly as promised.
“ACS has changed names/ownership with no notification. Now I cannot log in to the new company to pay my bill.”
“ACS was acquired/merged with Conduent, and now I can’t log on to pay my student loans. I have been paying on time since I started in 2014. I tried logging in to pay, and it kept saying the action was unavailable at the time. When I tried contacting them via the “Contact Us” form, it requested my SSN and then said I did not have an account with them. When I tried to register again, it said I DID have an account! I live abroad, so I can’t be wasting additional money trying to call and being placed on hold for a ridiculous amount of time.”
“Unable to access my accounts since Conduent took over. … They must be making some good money on late fees! Conduent says a password reset was sent, but [it] never was! Several attempts made in past month. Finally, they sent one email at 6 a.m., and [the] code was good for 60 minutes. I have again sent emails and have tried to access my student loan accounts with no luck.”
How to get help with Conduent
If you’re having problems with Conduent as your student loan servicer, you don’t have to deal with the issues on your own.
The Consumer Financial Protection Bureau (CFPB) is a federal regulator that can help bring major issues to light. You can submit a complaint to the CFPB about a variety of issues, including the following, and get a response within 15 days:
- Loan balance discrepancies
- Wrongly charged or excessive fees
- Delayed payment applications
If you have federal student loans, you can contact the Federal Student Aid Ombudsman Group to resolve a dispute. A student loan ombudsman is a neutral party who can provide the student loan servicer with the information it needs to make an informed ruling.
But try to resolve your issue directly with Conduent first. The Federal Student Aid Office created a self-resolution checklist of steps you should take to attempt to fix the problem on your own before you reach out to an ombudsman.
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