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 6 lenders of 2018!
|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 3.89% APR (with Auto Pay) to 6.97% APR (with Auto Pay). Variable rate loan rates range from 2.47% APR (with Auto Pay) to 6.30% 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 Month/Day/Year, 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 08/21/18. 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 ourstudent 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 Laurel Road.
Laurel Road Disclosures
APR stands for “Annual Percentage Rate.” Rates listed include a 0.25% EFT discount, for automatic payments made from a checking or savings account. Interest rates as of 11/8/2018. Rates subject to change.
Variable rate options consist of a range from 3.27% per year to 6.09% per year for a 5-year term, 4.64% per year to 6.14% per year for a 7-year term, 4.69% per year to 6.19% per year for a 10-year term, 4.94% per year to 6.44% per year for a 15-year term, or 5.19% per year to 6.69% per year for a 20-year term, with no origination fees. APR is subject to increase after consummation. The variable interest rate will change on the first day of every month (“Change Date”) if the Current Index changes. The variable interest rates are based on a Current Index, which is the 1-month London Interbank Offered Rate (LIBOR) (currency in US dollars), as published on The Wall Street Journal’s website. The variable interest rates and Annual Percentage Rate (APR) will increase or decrease when the 1-month LIBOR index changes. The variable interest rates are calculated by adding a margin ranging from 0.98% to 3.80% for the 5-year term loan, 2.35% to 3.85% for the 7-year term loan, 2.40% to 3.90% for the 10-year term loan, 2.65% to 4.15% for the 15-year term loan, and 2.90% to 4.40% for the 20-year term loan, respectively, to the 1-month LIBOR index published on the 25th day of each month immediately preceding each “Change Date,” as defined above, rounded to two decimal places, with no origination fees. If the 25th day of the month is not a business day or is a US federal holiday, the reference date will be the most recent date preceding the 25th day of the month that is a business day. The monthly payment for a sample $10,000 loan at a range of 3.27% per year to 6.09% per year for a 5-year term would be from $180.89 to $193.75. The monthly payment for a sample $10,000 loan at a range of 4.64% per year to 6.14% per year for a 7-year term would be from $139.65 to $146.76. The monthly payment for a sample $10,000 loan at a range of 4.69% per year to 6.19% per year for a 10-year term would be from $104.56 to $111.98. The monthly payment for a sample $10,000 loan at a range of 4.94% per year to 6.44% per year for a 15-year term would be from $78.77 to $86.78. The monthly payment for a sample $10,000 loan at a range of 5.19% per year to 6.69% per year for a 20-year term would be from $67.05 to $75.68.
However, if the borrower chooses to make monthly payments automatically by electronic funds transfer (EFT) from a bank account, the variable rate will decrease by 0.25%, and will increase back up to the regular variable interest rate described in the preceding paragraph if the borrower stops making (or we stop accepting) monthly payments automatically by EFT from the designated borrower’s bank account.
3 Important Disclosures for SoFi.
4 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.
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 2.28% effective October 10, 2018.
6 Important Disclosures for Citizens Bank.
Citizens Bank Disclosures
|2.47% – 6.99%3||Undergrad & Graduate|
|2.47% – 6.30%1||Undergrad & Graduate|
|2.51% – 8.09%4||Undergrad & Graduate|
|3.02% – 6.44%2||Undergrad & Graduate|
|2.69% – 7.21%5||Undergrad & Graduate|
|2.79% – 8.39%6||Undergrad & Graduate|