ERUDIO student loans help

anna2007

@ Tommygunn FWIW, this is how I went about the deferment application (sorry, I've not got much time, so I've copied and pasted it from my post on the Mumsnet thread - there's lots of useful advice on there, as well as here, to help with your application). It took less than 3 weeks from Erudio receiving my application to getting deferment confirmed yesterday - this was by email, rather than a letter, but at least I have it in writing - my deferment end date was yesterday.


I removed the FPN, deleted the statement at the top of the DD mandate and signed the application. Added "My signature at section 9 above relates only to the certificate and warranty and does not give or imply consent to any changes to the original terms of my loan agreements with the SLC. I do not consent to Erudio passing my deferred loan data and personal details to CRA's". Worked out the amount of financial support from hubby, half of mortgage, Council Tax, etc and provided evidence of that for the previous 3 months (like you, I previously gave SLC a letter from partner saying he financially supported me, but I'd read on the forums Erudio aren't accepting that alone). I wrote the customer reference number on every page of the application and evidence.

I emailed Erudio Customer Services the day after they signed for my application (21 May), with a copy of the RM proof of delivery attached, along with a scanned copy of every page of my application and evidence, the idea being that they couldn't claim any of the documents had gone missing/form not signed. I also got a "read" receipt for every email, not sure if Erudio know that one's been sent, but they've always been quick to reply, so I'm guessing they know there's proof that they've opened the email.

Emailed my formal complaint on 27 May, which covered the DD and CRA issues (DD to be cancelled if Erudio/the FOS uphold the complaint), and requested that all collection activity was put on hold until my complaint was resolved. My complaint mentions the FOS/FCA/CSA (I also copied Erudio in to an email I sent the same day to the Commons Select Committee - their inquiry into student loans isn't concluded yet), I got a written acknowedgement of the complaint within a few days, confirming collection activity on hold until they issue their final response. I've no idea if the complaint/Committee emails have any bearing on how quickly they confirmed deferment. I haven't contatced the FOS at all yet.


As far as how much information to give on the form goes, it's what you feel comfortable with, but I didn't have a problem with it, most of the info they had already, or could get from the search on my credit file. I think they may have deliberately padded out the application and guidance notes to try and make the whole deferment process more intimidating.


Hope this helps, good luck with it all

Jonez

So if the application isn't dealt with by the time the deferment expires, despite the form having been with them for well over a month, can they legitimately begin collecting money? Are we liable to pay whilst the application for deferment is pending?

Tommygunn

Anna,
Thanks for your reply.
Just to clarify, are you saying to blank out all white on black printed T&C's (FPN, CRAs and Fraud Agencies) at the bottom of page 5 and all of page 6?

The statement you refer to for the DD is that the part below '2. Direct Debit Set Up' and above '(a) Do you hold a current account'?

I presume you still filled in the DD details from what you've said later in your post, above?

You presumably sent the deferment by both post and email just as a double whammy?

Out of interest why did you register a complaint as everything seemed to go to plan? Did I miss a detail?

Thanks.

anna2007

Jonez wrote: »

So if the application isn't dealt with by the time the deferment expires, despite the form having been with them for well over a month, can they legitimately begin collecting money? Are we liable to pay whilst the application for deferment is pending?

I would say no - as long as your deferment application's in before your current deferment ends. However, there have been reports on the Mumsnet thread of Erudio post-dating the new deferment end date, so leaving a one month 'gap' between current deferment ending and the new deferment starting. There has to be an ulterior motive for that, it's unlikely Erudio are feeling generous and granting 13 months' deferment?


It was the main reason I emailed yesterday for an update on how my application was progressing. Also asked them to confirm that the deferment would be backdated if they didn't process the deferment before deferment end. They replied to say deferment has been accepted, so no backdating is necessary.

anna2007

Tommygunn wrote: »

Anna,
Thanks for your reply.
Just to clarify, are you saying to blank out all white on black printed T&C's (FPN, CRAs and Fraud Agencies) at the bottom of page 5 and all of page 6?

Yes, I removed bottom of page 5, photocopied that page only and submitted that, no FPN attached at all.

Tommygunn wrote: »

The statement you refer to for the DD is that the part below '2. Direct Debit Set Up' and above '(a) Do you hold a current account'?

Yes, the statement:
"You are required to maintain a direct debit mandate for your your repayments regardless as to whether your repayments are deferred. Failure to do this constitutes a breach of your agreement".

Tommygunn wrote: »

I presume you still filled in the DD details from what you've said later in your post, above?

Yes, but made it clear that in my complaint letter that the DD would be cancelled if Erudio or the FOS upheld my complaint. I didn't want to give Erudio the opportunity to claim I had breached the agreement, or to put my account in arrears, so thought the DD mandate was the best way to avoid that until I get a decision on my complaint.

Tommygunn wrote: »

You presumably sent the deferment by both post and email just as a double whammy?

Stalling tactics used by Erudio include saying weeks after receiving the application that the form hasn't been signed (even when it has been), or that they've lost supporting evidence/not even received the application, despite signing for it when sent Recorded Delivery. I was trying to limit Erudio's chances of doing this by submitting everything by email too, and also putting the customer reference no. on every bit of paper.

Tommygunn wrote: »

Out of interest why did you register a complaint as everything seemed to go to plan? Did I miss a detail?

Although the deferment process was straightforward for me, and there have been no Customer Service issues whatsoever, I don't agree with Erudio trying to sneak the new term into the mandate, about the DD being a requirement during deferment. I also don't agree that Erudio have the right to report my deferred loans to the CRA's, so I'm prepared to take both of these issues to the FOS if need be.


I wasn't going to make a complaint until the deferment was out of the way, as I fully expected there to be CS issues too. It was the fact that Erudio set up the DD on my bank account within 4 days of receiving my application which annoyed me, as I was convinced they were at it. So I've every intention of seeing the complaint through - I think it's important to do that even if deferment's granted, as it might help make next year's application a bit easier

Forever

I have some good news.

Last Saturday, I passed a fair chunk of my day constructing an email of complaint and sent this to my MP (conservative party) and the Financial Ombudsman. Later, I then forwarded this to the Student Loans Company (hell, why not?!) just to see if they could help me too.

On Saturday, I received an automated email from the Financial Ombudsman saying I must wait for Erudio to deal with my complaint first. So I have to wait another six weeks before I can officially log my complaint with them. Unfortunately.

However, today, I received a lovely letter from my MP (I'm quite impressed actually!) saying that he has read about other people having bad experiences with Erudio. He also says that he is going to be writing to David Willetts, the Minister of State who has responsibility for student loans, and will write to me as soon as he receives a response. Good news indeed!

Regrettably, my MP will not liaise directly with Erudio because I have contacted the Financial Ombudsman, and Erudio will not deal with two different parties.

I have also just received an email from the Student Loans Company saying that they have logged my email as a complaint with them too. I'm not sure what they can do but I hope it helps. This is good news too!

So I just wanted to share that it looks like help is out there

ptolomy

Well this is excellent. After being assured by a team leader that my account would be frozen while they looked into my account, I checked my bank account this morning and obviously Erudio have taken an enormous chunk of money out.
I just called to complain and was told that this is their policy and they don't suspend payments while they deal with deferment complaints. And it's not possible to speak to a team leader at the moment as it's too early - they don't work mornings!
Really quite furious right now with their made up on the hoof 'policies'.

Jonez

An enormous chunk of money? That's worrying - I thought they could take no more than 1/60th of the balance - i.e. the balance divided by 5 years?

ptolomy

well £182 is quite an enormous chunk of money when your earnings are £583...
I did languages so took out 4 loans, all for the full amount.
This is such a different experience than when I once didn't get my deferment application in on time to SLC. I called them up and they were absolutely lovely and promised a refund as soon as they had processed my application. Which they did, without any further hassle. Seems Erudio have different priorities...
(They're contesting my deferment because we rent out our old flat and they claim 100% of the rent is mine which puts me just over the threshold when it's only 50%, the rest is my husbands. And none of the rent is usable income as it just covers the mortgage payments and expenses this year)

anna2007

@ ptolomy Did you give them proof of joint ownership? They can't continue to claim 100% of the rent is yours if you do that. Thinking about it, the threshold is based on gross income, so it'll be your rent before expenses, but if 50% of the rent figure brings you under the threshold, they can't refuse deferment.

Have you made a formal complaint to Erudio, as collection activity should be put on hold until they investigate and give their final response?

You could try copying in Erudio's Director, Mark Filer [EMAIL="mfiler@wilmingtontrust.com"]mfiler@wilmingtontrust.com[/EMAIL]
when emailing Customer Services, might help get something done about your complaint.