ERUDIO student loans help

Donkeyfash

Erudio kindly sent me overdrawn today, by taking out over £133, without any prior notice to myself. I called my bank and had the money refunded and called Erudio, who basically told me to cancel the direct debit so they can't take any more money out and that there is a 28 day back-log in processing deferments. Wouldn't it be better if they, knowing there is a back-log, deferred taking payments from people?

I'm soooo annoyed, I knew this would happen.

BaffledByErudio

Just thought I'd write a quick post to say I've had telephone confirmation my loan has been deferred. After the weeks of sloppy customer service and garbled dos and don'ts, this is, while not in writing, a step towards removing some of the stress and confusion. Guess the CRAs issue doesn't seem one we can fight our way out of, so that simple 'your loan is deferred' (while only verbal) is a positive for now.

BaffledByErudio

@Donkeyfash That's appalling. I thought Erudio had said they had ironed out the issue that was causing erroneous payments being taken. Very sloppy!

Beezmouse

I called Erudio today re my deferment. First they said they couldn't read my payslips. They were in PDF format and perfectly legible when they were posted and then emailed to them. They then changed their tune and said it was because I hadn't used their form. I asked for them to point out in the literature they had sent where it said I HAD to complete their form. Im still waiting on an answer to that. 6 weeks after my application was signed for I have had no response from Erudio. Nothing, nowt, nada. I am now 9 days from my current deferment period ending!

So I called the FOS this afternoon and they are now complaining to Erudio on my behalf and requesting that all collection activity be suspended until the issue is resolved to my satisfaction. They advised me to keep my DD (erudio kindly set this up without my knowledge) in place and see what happens and if they take money I have to get back in touch with FOS. I got the impression that Erudio would get it tight should this happen whilst my account was in dispute.

Sorry for the long post, I would urge anyone who is havi g problems with Erudio to contact FOS and get their help in this. I personally felt I was too little a fish to take these people on myself, however I feel much better now I have FOS in my corner. The more people who get in touch with them the better. Knowledge is power and I know I would rather Erudio did not have that power.
Thanks.

anna2007

fermi wrote: »

There is no ulterior motive.

Interest and charges were added to loans affected by that by the SLC when legally they should not have done so. It's just part of the transfer agreement with Erudio that the balances which HAD to be changed anyway were adjusted at that point.

Hence anyone affected got a goodbye letter from SLC telling them of the adjustment, and a hello letter from Erudio showing the actual new balances and the how much each balance had changed.

Thanks for that Fermi.


I thought Erudio might use the refunds issue as an excuse to delay deferment applications, but sounds like there's no work to be done there.

Grunaki

Ok, this is winding me up now.

I've been in touch with them several times. I sent everything in for deferment by e-mail (which I was told - by their rep - is fine). They said that if I didn't receive a 'message undeliverable' back, then they had it.

I composed an e-mail with a bunch of attachments (my completed deferment form and supporting evidence) that came out to quite a few MB in total.

I sent that in, then realized that one of the PDF files I had attached hadn't compiled properly, so I fixed that and attached it to a second e-mail where I clearly added 'Addendum' to the subject line and explained what had happened in the body of the e-mail, and that it was an addendum to the last e-mail.

I received notice back from them with the subject line of the addendum e-mail saying that they had received it and would process it within 21 days.

The date they wanted to start taking money passed, and they didn't take any so far, so I hoped it had been settled. I phoned today and talked to a rep and she said that they had "received your e-mail but you only included a piece of supporting evidence and not the actual deferment application form".

So what they've done is they've taken this addendum e-mail as 'it' and not bothered searching for the other one, which is in their inbox someplace. (Do they actually READ these e-mails? )

I tried to get a direct e-mail address for the person who was handling my file, but was told that all I could do was re-submit the form to the deferment e-mail address (where it no doubt goes to the back of the queue).. I sent the original e-mail back as separate e-mails (clearly labeled as such - 1/3, 2/3, etc) with the attachments spread out in case their server couldn't process a large e-mail.

(I tested by forwarding the original e-mail I sent them to my alternate e-mail address and it came through fine, but whatever..)

I thoroughly expect further notifications telling me that I didn't include the correct material as they'll open one e-mail and then won't bother to read it properly and search their inbox for the others (they all include my reference number, so it can't be that hard..) and will probably give me instructions to re-submit everything to the same useless e-mail address and wait a few more weeks..

:mad:

Update: I received the "we are in receipt of your e-mail" acknowledgement the day after re-submitting. Will have to see what happens.

fermi

anna2007 wrote: »

Thanks for that Fermi.


I thought Erudio might use the refunds issue as an excuse to delay deferment applications, but sounds like there's no work to be done there.

No. I've seen several of the letters, and all the ones with a balance adjustment have had that done in the first letter straight away, so there is no form of delay at all.

GirlGeek

I'm a bit late to the party on this one, I've just received my 'technical issue' letter from Erudio telling me they've taken money that they shouldn't have. I've read some of the posts (disappointed to see so many) and Martin's original statement that 50 people have been affected, is there a running total of how many have really been wrongly charged or is their admin up to this kind of counting and it's 'only' 50?

S'pose it's a good job that I have the wrong type of current account linked to that loan and I can't claim for lost interest (cos there isn't any!) in the month they had my money!!

Very unimpressed and worried what else they're going to get wrong.

fermi

It's over 500 now and counting.

See ---> http://www.moneysavingexpert.com/news/loans/2014/05/erudio-student-loans-500-people-had-mistakenly-taken-from-accounts

GirlGeek

Apologies for not searching properly! They don't have a suitable icon for the face I just made!! |