I spoke to a collection agent for ACS on XXXX XXXX. I informed the agent that I could my make my payments at their current amount. He informed me that, due to using 6 months forbearance in this calendar year XXXX it started in XXXX of XXXX, but they have my application date as XXXX XXXX ) I was ineligible. I asked if there were any hardship programs or reduced payments available. He put me on hold, came back a few minutes later, and said that they could apply forebearance to my account, starting now and running through XXXX XXXX. He went took more personal information and went through scripting asking if I still intended to repay the debt at the end of forebearance. I answered in the affirmative and he assured me the matter was resolved. 

I received a call again today, XXXX XXXX, telling me my account was still past due, and that I was ineligible for forbearance of any kind. The agent told me that a supervisor had spoken to me last time, and that she was sorry for his mistake. I thanked her for her help, but informed her of my dissatisfaction and told her I intended to file a formal complaint.