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.
Interested in refinancing student loans?Here are the top 7 lenders of 2019!
|Lender||Variable APR||Eligible Degrees|
|Check out the testimonials and our in-depth reviews!
1 Important Disclosures for Earnest.
To qualify, you must be a U.S. citizen or possess a 10-year (non-conditional) Permanent Resident Card, reside in a state Earnest lends in, and satisfy our minimum eligibility criteria. You may find more information on loan eligibility here: https://www.earnest.com/eligibility. Not all applicants will be approved for a loan, and not all applicants will qualify for the lowest rate. Approval and interest rate depend on the review of a complete application.
Earnest fixed rate loan rates range from 3.45% APR (with Auto Pay) to 6.99% APR (with Auto Pay). Variable rate loan rates range from 1.81% APR (with Auto Pay) to 6.49% APR (with Auto Pay). For variable rate loans, although the interest rate will vary after you are approved, the interest rate will never exceed 8.95% for loan terms 10 years or less. For loan terms of 10 years to 15 years, the interest rate will never exceed 9.95%. For loan terms over 15 years, the interest rate will never exceed 11.95% (the maximum rates for these loans). Earnest variable interest rate loans are based on a publicly available index, the one month London Interbank Offered Rate (LIBOR). Your rate will be calculated each month by adding a margin between 1.82% and 5.50% to the one month LIBOR. The rate will not increase more than once per month. Earnest rate ranges are current as of November 6, 2019, and are subject to change based on market conditions and borrower eligibility.
Auto Pay discount: If you make monthly principal and interest payments by an automatic, monthly deduction from a savings or checking account, your rate will be reduced by one quarter of one percent (0.25%) for so long as you continue to make automatic, electronic monthly payments. This benefit is suspended during periods of deferment and forbearance.
The information provided on this page is updated as of 11/06/2019. Earnest reserves the right to change, pause, or terminate product offerings at any time without notice. Earnest loans are originated by Earnest Operations LLC. California Finance Lender License 6054788. NMLS # 1204917. Earnest Operations LLC is located at 302 2nd Street, Suite 401N, San Francisco, CA 94107. Terms and Conditions apply. Visit https://www.earnest.com/terms-of-service, email us at email@example.com, or call 888-601-2801 for more information on our student loan refinance product.
© 2018 Earnest LLC. All rights reserved. Earnest LLC and its subsidiaries, including Earnest Operations LLC, are not sponsored by or agencies of the United States of America.
2 Important Disclosures for SoFi.
3 Important Disclosures for Laurel Road.
Laurel Road Disclosures
Laurel Road is a brand of KeyBank National Association offering online lending products in all 50 U.S. states, Washington, D.C., and Puerto Rico. Mortgage lending is not offered in Puerto Rico. All loans are provided by KeyBank National Association.
ANNUAL PERCENTAGE RATE (“APR”)
There are no origination fees or prepayment penalties associated with the loan. Lender may assess a late fee if any part of a payment is not received within 15 days of the payment due date. Any late fee assessed shall not exceed 5% of the late payment or $28, whichever is less. A borrower may be charged $20 for any payment (including a check or an electronic payment) that is returned unpaid due to non-sufficient funds (NSF) or a closed account.
For bachelor’s degrees and higher, up to 100% of outstanding private and federal student loans (minimum $5,000) are eligible for refinancing. If you are refinancing greater than $300,000 in student loan debt, Lender may refinance the loans into 2 or more new loans.
ELIGIBILITY & ELIGIBLE LOANS
Borrower, and Co-signer if applicable, must be a U.S. Citizen or Permanent Resident with a valid I-551 card (which must show a minimum of 10 years between “Resident Since” date and “Card Expires” date or has no expiration date); state that they are of at least borrowing age in the state of residence at the time of application; and meet Lender underwriting criteria (including, for example, employment, debt-to-income, disposable income, and credit history requirements).
Graduates may refinance any unsubsidized or subsidized Federal or private student loan that was used exclusively for qualified higher education expenses (as defined in 26 USC Section 221) at an accredited U.S. undergraduate or graduate school. Any federal loans refinanced with Lender are private loans and do not have the same repayment options that federal loan program offers such as Income Based Repayment or Income Contingent Repayment.
All loans must be in grace or repayment status and cannot be in default. Borrower must have graduated or be enrolled in good standing in the final term preceding graduation from an accredited Title IV U.S. school and must be employed, or have an eligible offer of employment. Parents looking to refinance loans taken out on behalf of a child should refer to https://www.laurelroad.com/refinance-student-loans/refinance-parent-plus-loans/ for applicable terms and conditions.
For Associates Degrees: Only associates degrees earned in one of the following are eligible for refinancing: Cardiovascular Technologist (CVT); Dental Hygiene; Diagnostic Medical Sonography; EMT/Paramedics; Nuclear Technician; Nursing; Occupational Therapy Assistant; Pharmacy Technician; Physical Therapy Assistant; Radiation Therapy; Radiologic/MRI Technologist; Respiratory Therapy; or Surgical Technologist. To refinance an Associates degree, a borrower must also either be currently enrolled and in the final term of an associate degree program at a Title IV eligible school with an offer of employment in the same field in which they will receive an eligible associate degree OR have graduated from a school that is Title IV eligible with an eligible associate and have been employed, for a minimum of 12 months, in the same field of study of the associate degree earned.
The interest rate you are offered will depend on your credit profile, income, and total debt payments as well as your choice of fixed or variable and choice of term. For applicants who are currently medical or dental residents, your rate offer may also vary depending on whether you have secured employment for after residency.
The repayment of any refinanced student loan will commence (1) immediately after disbursement by us, or (2) after any grace or in-school deferment period, existing prior to refinancing and/or consolidation with us, has expired.
POSTPONING OR REDUCING PAYMENTS
After loan disbursement, if a borrower documents a qualifying economic hardship, we may agree in our discretion to allow for full or partial forbearance of payments for one or more 3-month time periods (not to exceed 12 months in the aggregate during the term of your loan), provided that we receive acceptable documentation (including updating documentation) of the nature and expected duration of the borrower’s economic hardship.
We may agree under certain circumstances to allow a borrower to make $100/month payments for a period of time immediately after loan disbursement if the borrower is employed full-time as an intern, resident, or similar postgraduate trainee at the time of loan disbursement. These payments may not be enough to cover all of the interest that accrues on the loan. Unpaid accrued interest will be added to your loan and monthly payments of principal and interest will begin when the post-graduate training program ends.
We may agree under certain circumstances to allow postponement (deferral) of monthly payments of principal and interest for a period of time immediately following loan disbursement (not to exceed 6 months after the borrower’s graduation with an eligible degree), if the borrower is an eligible student in the borrower’s final term at the time of loan disbursement or graduated less than 6 months before loan disbursement, and has accepted an offer of (or has already begun) full-time employment.
If Lender agrees (in its sole discretion) to postpone or reduce any monthly payment(s) for a period of time, interest on the loan will continue to accrue for each day principal is owed. Although the borrower might not be required to make payments during such a period, the borrower may continue to make payments during such a period. Making payments, or paying some of the interest, will reduce the total amount that will be required to be paid over the life of the loan. Interest not paid during any period when Lender has agreed to postpone or reduce any monthly payment will be added to the principal balance through capitalization (compounding) at the end of such a period, one month before the borrower is required to resume making regular monthly payments.
KEYBANK NATIONAL ASSOCIATION RESERVES THE RIGHT TO MODIFY OR DISCONTINUE PRODUCTS AND BENEFITS AT ANY TIME WITHOUT NOTICE.
This information is current as of November 8, 2019 and is subject to change.
4 Important Disclosures for Splash Financial.
Splash Financial Disclosures
Terms and Conditions apply. Splash reserves the right to modify or discontinue products and benefits at any time without notice. Rates and terms are also subject to change at any time without notice. Offers are subject to credit approval. To qualify, a borrower must be a U.S. citizen or permanent resident in an eligible state and meet applicable underwriting requirements. Not all borrowers receive the lowest rate. Lowest rates are reserved for the highest qualified borrowers.
5 Important Disclosures for CommonBond.
Offered terms are subject to change. Loans are offered by CommonBond Lending, LLC (NMLS # 1175900). If you are approved for a loan, the interest rate offered will depend on your credit profile, your application, the loan term selected and will be within the ranges of rates shown. All Annual Percentage Rates (APRs) displayed assume borrowers enroll in auto pay and account for the 0.25% reduction in interest rate. All variable rates are based on a 1-month LIBOR assumption of 1.9299999999999997% effective October 10, 2019.
6 Important Disclosures for LendKey.
Refinancing via LendKey.com is only available for applicants with qualified private education loans from an eligible institution. Loans that were used for exam preparation classes, including, but not limited to, loans for LSAT, MCAT, GMAT, and GRE preparation, are not eligible for refinancing with a lender via LendKey.com. If you currently have any of these exam preparation loans, you should not include them in an application to refinance your student loans on this website. Applicants must be either U.S. citizens or Permanent Residents in an eligible state to qualify for a loan. Certain membership requirements (including the opening of a share account and any applicable association fees in connection with membership) may apply in the event that an applicant wishes to accept a loan offer from a credit union lender. Lenders participating on LendKey.com reserve the right to modify or discontinue the products, terms, and benefits offered on this website at any time without notice. LendKey Technologies, Inc. is not affiliated with, nor does it endorse, any educational institution.
Subject to floor rate and may require the automatic payments be made from a checking or savings account with the lender. The rate reduction will be removed and the rate will be increased by 0.25% upon any cancellation or failed collection attempt of the automatic payment and will be suspended during any period of deferment or forbearance. As a result, during the forbearance or suspension period, and/or if the automatic payment is canceled, any increase will take the form of higher payments. The lowest advertised variable APR is only available for loan terms of 5 years and is reserved for applicants with FICO scores of at least 810.
As of 11/07/2019 student loan refinancing rates range from 1.79% to 8.65% Variable APR with AutoPay and 3.49% to 7.75% Fixed APR with AutoPay.
7 Important Disclosures for College Ave.
College Ave Disclosures
College Ave Student Loans products are made available through either Firstrust Bank, member FDIC or M.Y. Safra Bank, FSB, member FDIC. All loans are subject to individual approval and adherence to underwriting guidelines. Program restrictions, other terms, and conditions apply.
1College Ave Refi Education loans are not currently available to residents of Maine.
2All rates shown include autopay discount. The 0.25% auto-pay interest rate reduction applies as long as a valid bank account is designated for required monthly payments. Variable rates may increase after consummation.
3$5,000 is the minimum requirement to refinance. The maximum loan amount is $300,000 for those with medical, dental, pharmacy or veterinary doctorate degrees, and $150,000 for all other undergraduate or graduate degrees.
4This informational repayment example uses typical loan terms for a refi borrower with a Full Principal & Interest Repayment and a 10-year repayment term, has a $40,000 loan and a 5.5% Annual Percentage Rate (“APR”): 120 monthly payments of $434.11 while in the repayment period, for a total amount of payments of $52,092.61. Loans will never have a full principal and interest monthly payment of less than $50. Your actual rates and repayment terms may vary.
Information advertised valid as of 09/23/2019. Variable interest rates may increase after consummation.
|1.81% – 6.49%1||Undergrad & Graduate|
|1.81% – 5.98%2||Undergrad & Graduate|
|1.99% – 6.65%3||Undergrad & Graduate|
|2.43% – 7.60%4||Undergrad & Graduate|
|2.02% – 7.09%5||Undergrad & Graduate|
|1.79% – 8.65%6||Undergrad & Graduate|
|2.74% – 6.24%7||Undergrad & Graduate|