ERUDIO student loans help

GinOClock

Some encouragement for those thinking about taking Erudio to FOS:

http://www.ombudsman-decisions.org.uk/viewPDF.aspx?FileID=109242

Here Erudio messed up a customer's deferment. The adjudicator told Erudio to pay £250 in compensation, but Erudio rejected this decision as it felt this was too high. The ombudsman then told them to pay up.:D

anna2007

@ Ibreakwind Yes, completely agree with that. Sending DAF packs out 8 weeks in advance was an established practice by SLC for more than two decades, borrowers have a legitimate expectation that it will continue. And we might not have any rights under the S&P agreement, but it's relevant evidence for FOS or court that Erudio legally agreed with the Government to abide by the 8 week rule (as well as the fairly simple steps to process a deferment application). Add to that, Erudio confirming the 8 week period on their website, in official statements to the media, in correspondence with borrowers... they're clearly on very shaky ground.

Erudio confirmed in an email to me in January that DAFs are automatically sent out 8 weeks before deferment ends. But that was to correct an "error" in their previous email which said they were sent out 6 weeks before - it now looks like 6 weeks is their 'unofficial' policy!

anna2007

That is encouraging GinOClock - FOS must be getting fed up of deciding on the same issues over and over again with Erudio complaints. Hopefully it's an upwards trend that'll continue, the longer Erudio continue to cause the same problems with deferment. Is it too much to hope that FOS is taking a tougher stance?

Good on Ms M too, for sticking to her guns, and leaving Erudio's bank balance £800+ lighter

Pluthero

anna2007 wrote: »

That is encouraging GinOClock - FOS must be getting fed up of deciding on the same issues over and over again with Erudio complaints. Hopefully it's an upwards trend that'll continue, the longer Erudio continue to cause the same problems with deferment. Is it too much to hope that FOS is taking a tougher stance?

FOS DECISION LINK: http://www.ombudsman-decisions.org.uk/viewPDF.aspx?FileID=109242

Good on Ms M too, for sticking to her guns, and leaving Erudio's bank balance £800+ lighter

ONE reason everyone should complain to the FOS: MAYBE THEY WILL GET SICK OF DEALING WITH THE SAME ERUDIO COMPLAINTS AND GET THE FCA INVOLVED or make a ruling on the bullsh1t Erudio are STILL pulling in YEAR THREE of deferment. I mean we Erudio prisoners must be draining the FOS of TIME/RESOURCES and our issues are pretty minor in the grand scheme of things:

WE only want our loans deferred/administrated under the same terms we signed up to. Even the FOS own complaints DATA is evidence that this is simply not what is happening, and is continuing to happen.

KEEP complaining folks!

anna2007

Pluthero wrote: »

KEEP complaining folks!

This is so important, because if we ease off on the complaints, it looks like Erudio have improved, when it's simply a case of getting nowhere with FOS/FCA/ICO and Erudio wearing us down, which puts people off repeating the process. The more people officially complain, the worse Erudio looks, the worse our Government looks, and the worse the regulators look if they continue to do nothing about it. All of this helps when it comes to further FOS complaints, court cases, FOI requests, as it shows that Erudio aren't improving. And Erudio should be getting better at this over time.

That FOS decision GinOClock linked to, the ombudsman acknowledges that Ms M had problems deferring the previous year too, and it looks like that had a bearing on the amount of compensation awarded. Although the FOS process takes forever, it doesn't take that long to fire off an angry email:
complaints@erudiostudentloans.co.uk

http://www.erudiostudentloans.co.uk/services/complaints-procedure.htm

And when Erudio don't resolve your complaint, complain here to FOS, it doesn't take long:

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

We ALL need to keep the pressure on (I'm guilty of not doing that, my last FOS complaint was the end of 2014). If every one of us officially complained about each individual thing Erudio gets wrong, they'd be sitting very near the top of the FOS table of shame!

Has anyone noticed when on Erudio's mobile site and you click through from Services - Applying for deferment - it takes you straight to Erudio's complaints procedure - says it all really

BorderReiver14

Completely agree with the above posts. I believe my complaints to Erudio and the FOS must have cost them in time, admin, paperwork, fees and quite possibly equals how much they actually paid for my slavery.
I appreciate that it can be frustrating having to deal with ESL, FOS, FCA et al. but if you stop believing that you can change things, then nothing will actually alter and they may even dream up yet more tactics. Remember that Erudio want to profit and that the deferment process is not in their interests. The evidence to date is proof of that.

Ibreakwindinerudiosdirect

erudioed wrote: »

if we are able to be deferred 2 months before, we can only do it if we have the stuff to hand surely. And there is only one place the dafs can come from...Groupenerudio HQ.
its yet another one of those things that can be read 2 ways if someone wants to be real awkward.

Because of the insistence that the DAF must be used, it puts an even greater onus on Erudio to deliver in a timely manner. If I was being incredibly picky and holding Erudio up to unrealistic standards, I'd admit it. But this is such a basic thing: deliver a form on time.

That it's late and comes with ambiguous paperwork that alters the date of financial obligations and subsequent transactions without any formal declaration of when these will occur is completely unacceptable to me.

Ibreakwindinerudiosdirect

anna2007 wrote: »

We ALL need to keep the pressure on (I'm guilty of not doing that, my last FOS complaint was the end of 2014). If every one of us officially complained about each individual thing Erudio gets wrong, they'd be sitting very near the top of the FOS table of shame!

Has anyone noticed when on Erudio's mobile site and you click through from Services - Applying for deferment - it takes you straight to Erudio's complaints procedure - says it all really

Yes. I will escalate things this year whatever Erudio reply to me. I'll detail the entire history going right back to the failure to notify me as a customer that my account had migrated from SLC to Erudio.

Rosskie

Got a reply to my complaint about DAFs being delivered with less than 8 weeks to go.

The gist is that they are in the process of assigning new dates for those affected to ensure we get 8 weeks, and if for some reasons your DAF isn't processed on time, we can backdate deferement by 3 months and any arrears will be removed...

Also says I can advance this complaint to the ombudsman if I wish.

Ibreakwindinerudiosdirect

Rosskie wrote: »

Got a reply to my complaint about DAFs being delivered with less than 8 weeks to go.

The gist is that they are in the process of assigning new dates for those affected to ensure we get 8 weeks, and if for some reasons your DAF isn't processed on time, we can backdate deferement by 3 months and any arrears will be removed...

Also says I can advance this complaint to the ombudsman if I wish.

Rosskie, any chance you could forward me some pictures of the reply via PM? I'd like to check out the printed dates and any printing codes on there.