ERUDIO student loans help

Grunaki

These people are terrible to deal with!

I have sent my deferment paperwork in twice now, to their 'deferment@erudiostudentloans.co.uk' e-mail address, and just keep receiving grief and excuses.

I've tried phoning them, and they tell me that I haven't submitted things when I blatantly have. The first time I sent everything in a single e-mail (and they claimed they didn't get it). I also sent an addendum e-mail as one of the forms I attached didn't upload properly. they attempted to process the addendum e-mail as my deferment and told me that I hadn't sent in the form.

This time I sent three e-mails with my supporting evidence (just in case one e-mail was 'too big' for their inbox) - they replied to the first one (which was the deferment form at least) and again told me 21 days.

I got a response from them BY 2ND CLASS MAIL today (I live in Canada) which took two weeks to get here. They told me that I hadn't signed and dated the form, (which is a blatant lie) and sent me new ones.

I've tried phoning them several times. The only response they give me is to e-mail it to 'deferment@erudiostudentloans.co.uk', which puts me to the back of the queue with a 21 day wait for some more dismissive !!!!!!!! and claims that I didn't send something when I did.

They won't give me an e-mail for anyone who actually WORKED on my application, just that same generic e-mail.

Feels like they're just trying to grind me down to make me pay them.
It's not going to work. I'll definitely be complaining to the ombudsman.

aloadoflatchikos

To date, I have sent 3 letters of complaint about Erudio breaking the Terms and Conditions of the 1998 Student Loans Act. Their reply is to either to obfuscate or totally ignore my letters of complaint, which is typical of debt companies, do not take no for an answer. They are employing tactics bordering on illegal. They are as Terry Thomas used to say a "COMPLETE SHOWER OF SH...".I added the last 2 words, but the meaning is clear. Do not allow these people to bully you into giving into their demands for deferment i.e P60,letters of employment, bank statements etc, 3 Months payslips are all which is required under the 1998 Student Loans Act. They are trying to establish precedents!

Jonez

Still waiting for a reply re. the need to provide a bank statement. Although re-reading the note in the Deferment pack about third party support - it looks like they are expecting the support from my wife to appear as individual, easy identifiable payments from her to me. I have already stated that the support is in the form of meeting all of our joint household expenditure, plus my individual expenditure. Are they seriously going to wade through a lengthy bank statement, calculating how much we spend on food etc. in a month? I am already tired of dealing with this lot.

rizla_king

Jonez wrote: »

Still waiting for a reply re. the need to provide a bank statement. Although re-reading the note in the Deferment pack about third party support - it looks like they are expecting the support from my wife to appear as individual, easy identifiable payments from her to me.

If they are really expecting that then this bunch is even more loony, unreasonable and detached from reality than I thought. Finances just don't work like that. Complain and take these idiots to the FOS.

Jonez

I'll hold off on the complaint until I receive the next reply. On the subject of complaining - I seem to remember Eraudio stating in their initial contact with me, that in the event of a problem, I can't refer to the FOS until I have exhausted their own complaints procedure.

rizla_king

Only partly true. The FOS can't take on the complaint totally until you have, but if you contact them now they will usually write on your behalf outlining the complaint at this stage. A lot of people have done that as a letter from the FOS gets the attention of these morons and they take it more seriously

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

"We can help by contacting the business for you, and telling them about your complaint."

Jonez

Thank you rizla king - that is very helpful information.

anna2007

aloadoflatchikos wrote: »

Do not allow these people to bully you into giving into their demands for deferment i.e P60,letters of employment, bank statements etc, 3 Months payslips are all which is required under the 1998 Student Loans Act. They are trying to establish precedents!

The regulations don't say that 3 months' pay slips are all that is required, they say that the borrower can defer if he can show the lender that his gross income for the relevant month is not more than the deferment level.


Erudio don't need to set a precedent, they've simply chosen to be more strict in their application of the law. If, for example, you jointly own a property with your partner, and you are jointly responsible for the mortgage but your partner pays the mortgage, Erudio are entitled to request evidence of the monthly mortgage amount, half of which will be the level of financial support provided. Same goes for any other expenditure paid on your behalf, e.g. Council Tax.


Refusing to provide any such evidence will only result in Erudio refusing to defer your loans.

anna2007

Grunaki wrote: »

I've tried phoning them several times. The only response they give me is to e-mail it to 'deferment@erudiostudentloans.co.uk', which puts me to the back of the queue with a 21 day wait for some more dismissive !!!!!!!! and claims that I didn't send something when I did.

They won't give me an e-mail for anyone who actually WORKED on my application, just that same generic e-mail.

You could try [EMAIL="customerservice@erudiostudentloans.co.uk"]customerservice@erudiostudentloans.co.uk[/EMAIL] (from their website) - I emailed this address and the deferments email address on 20 May and got a response from Customer Services the following day, I still haven't received a reply from the Deferments address...


It helps to get a 'read' receipt if your email account has that facility - or log on to your email account via Windows Live Mail and you can get a read receipt that way.

Jonez

I have to say - I've used the deferments address and the longest I've waited for an actual response (rather than the automated 'we've received your email message) is two days.