What to expect with Conduent Education student loan servicing

Repayments and more with this servicer formerly known as ACS.

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Student loan servicer ACS rebranded itself as Conduent Education Services in 2017. It handles repayments and customer service for private, Campus Based Student Loans and federal loans in the FFEL program. However, Conduent’s website is difficult to navigate, so you might have an easier time getting answers to questions by contacting customer service directly.

How repayments work with Conduent Education Services

Couduent Education Services offers multiple ways to pay off your student loans. If you’re making an online repayment for the first time, have your bank account and routing number on hand before getting started.

How can I pay off my loan early?

You can pay off your loan early through any of the above mentioned methods other than the automatic repayment options. First, you might want to contact Conduent’s customer service team for instructions on how to make sure your student loan repayment gets applied correctly.

How to contact Conduent customer service

You can contact Conduent by phone, email or mail. You can find the correct contact information on your billing statement through Conduent’s website. Either log in to your account or follow these steps:

  1. Go to the Conduent website.
  2. Click Contact Us in the main navigation bar.
  3. Enter your Social Security number and click Continue.
  4. Follow the steps to set up an account and get in touch with customer service.

Campus Based Student Loans contact information

Campus Based Student Loan holders can get in touch with Conduent by phone or mail.

How to refinance your Conduent student loans

You can refinance your Conduent student loans by taking out another loan with a private lender to pay off your current student debt. Refinancing is the only way to switch servicers if you have private student loans, and one of two ways to switch servicers for federal loans.

Federal loan holders might also want to look into taking out a Direct Consolidation Loan if they want to take advantage of federal benefits like income-driven repayment plans and flexible deferment options.

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How to avoid common problems with Conduent

Since Conduent’s recent rebranding, it has no complaints filed against it with the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB) as of March 2019. However, ACS Education Services does.

Over 1,100 borrowers filed a complaint against ACS with the CFPB and over 14 customers have closed complaints against it through the BBB. However, the BBB gives it an F rating due to its failure to respond to six complaints filed against it.

Here are two of the chief complaints borrowers had with ACS or Conduent:

Incomplete or incorrect information about loans

Several customers complained about how difficult it was to get information about their loans. One wasn’t sure who their servicer was after ACS rebranded itself as Conduent. Another was led to believe that their loans were eligible for Public Service Loan Forgiveness when they weren’t.

  • How to avoid it: Do some research on your own before making any changes to your loan and reach out to third parties like the CFPB or BBB if customer service isn’t able to answer your questions.

Incorrect credit reporting

A handful of customers also complained that ACS reported wrong information to the three credit bureaus, potentially hurting their credit scores. Many said the information was out of date, while others claimed the servicer reported late repayments when they’d only ever paid on time.

  • How to avoid it: Regularly check your credit reports — you can get a free copy each year from the three main credit bureaus. If you see an error, contact both Conduent, the CFPB and the credit bureau to correct the mistake on your credit report.

How do I file a complaint with Conduent?

You can send Conduent a complaint by logging in to your online account and sending an email, downloading and mailing in a form or writing a letter.

If you choose to write a letter, include your first and last name, as well as your account number. Conduent typically responds within 30 days of receiving your complaint.

What to expect with other student loan servicers

Bottom line

Conduent isn’t the easiest student loan servicer to work with. Its website is difficult to navigate, and it has a history of reporting wrong information to the credit bureaus. Since its customer service team isn’t always available — and sometimes gives out misinformation — you might want to consult our student loans guide and the Federal Student Aid website to learn more about how they work.

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