ERUDIO student loans help

pepedopolous

Hi guys,

Do you think there is anything I can say to Erudio so that they give me an honest update on my deferment application which I've been waiting for over 4 weeks? Their responses have been 'cut-and-paste' so far.

I'm just dreading the thought that they will eventually send a letter saying there's some problem with the application, meaning they will take even more money while further 'processing' happens. Why does it have to be via letter?

Isn't it totally unacceptable that they apparently haven't got enough resources to process the deferment applications for the loans they bought? I mean they bought a specific number of them so it cannot be a surprise that people defer. I think they even wanted information from people not in deferment, all adding to the workload which they should have been prepared for.

Cheers,

P

Jonez

I requested updates via email. I know some people have had problems with this, but, to be fair, they were generally quick to respond. I decided from the outset that I would not conduct any business with them over the telephone.

As for processing of applications, according to this piece in The Guardian, that work is out-sourced to Capita. Say no more.......
http://www.theguardian.com/money/2014/may/20/student-loan-erudio-under-fire

erudioed

Its actually outsourced to Ventura, which is owned by Capita. Here is the HQ in Rotherham:
https://twitter.com/erudioed/status/477375355305873408

mon75

I wondered if someone might be able to help. My deferment finished on 9th May and I sent all the paperwork, form etc back to erudio at the end of March. I have not had a decision no letter or email to say if the deferment has been approved. I am reluctant to ring them as I did so at the end of April and know that they have received my application. Is it best to contact them or just wait and see what happens. I have cancelled the dd which they set up so no money can be taken. Thanks in advance.

abraxas

Just saw this article in the Guardian:

Student Loans Company debt collection letters lead to calls for compensation
Business secretary to meet agency about tactics in which more than 300,000 graduates sent misleading 'Wonga-style' letters

Rowena Mason, political correspondent
theguardian.com, Thursday 3 July 2014 14.25 BST

Student loans
Statements from the Student Loans Company, which sent debt collection letters purporting to be from Smith Lawson and Company Recovery Services. Photograph: Johnny Green/PA
The Student Loans Company is facing calls to compensate more than 300,000 graduates sent misleading "Wonga-style" debt collection letters, as it emerged that the business secretary, Vince Cable, is to meet the agency to question its tactics.

The letters, sent between 2005 and June of this year, purported to be from Smith Lawson and Company Recovery Services, acting on behalf of their government "client". In fact, the firm was merely a subsidiary of the Student Loans Company, which was only revealed in tiny print at the bottom of the letters.

Speaking in parliament, Lord Stevenson of Balmacara said that when similar practices were undertaken by the payday lender Wonga the firm agreed to make "redress to those affected by letters of this type with significant amounts of money".

"Will you confirm that all students who have been similarly affected in this way will also receive redress?" the Labour peer asked the government.

The Student Loans Company stopped sending out the letters on 27 June just days after it emerged that Wonga used fake law firms to threaten people who owed the payday lender money. Wonga has agreed to pay £2.6m in compensation to customers and apologised "unreservedly" for its failings.

Lord Ahmad, a government business spokesman in the Lords, said Cable would now look at "what other remedial action is necessary" in relation to the Student Loans Company.

But the peer insisted there was a "difference" between the tactic adopted by the government agency and by Wonga.

"First of all there were no charges made for these particular letters that were issued and secondly the actual name of Smith Lawson was set up as a trading name and was in accordance with procedures registered with the intellectual property office," he said.

"But the secretary of state and the minister responsible are looking at this situation and any further action that needs to be taken I will let the House know."

Liberal Democrat peer Lord Paddick told peers: "Companies sending threatening letters falsely representing themselves as debt collection agencies is something we might expect of payday loan companies but not something from a government agency."

In a statement, the Student Loans Company said it has merely "suspended" use of the Smith Lawson letters and it may revive the debt collection "branding" at some point.

"The Smith Lawson collection process has been used since 2005 to support collection activities and was mainly used after the initial in-house collections process had been exhausted for customers who had persistently defaulted on their loan repayments and were in arrears for a minimum of three months," it said.

"The Student Loans Company has suspended all use of Smith Lawson branded correspondence. The company had reviewed its Smith Lawson letters following discussions with the Office for Fair Trading in March 2014 and had agreed to implement their suggested changes.

"The issuing of any revised Smith Lawson correspondence has still to be agreed."



What does it say about the Government that they are selling on the Student Loan book to a company that is de facto a debt collection agency? If there is no change to the conditions of deferment/handling of the loans, why the threat of recording those at CRAs?

I think this is a good opportunity to highlight our issue in the public arena. Any ideas? I can't recall the name of the Indepedent journalist who wrote about Erudio.

Michelle1976

I started to read this thread and had a headache by page 5 so jumped straight to the end to share my dealings with them!


Had my deferment application a couple of months ago (March, I think). I wrote a covering note and attached the relevant documents. As it turns out I hadn't supplied everything they needed. Although I had sent copies of my Tax Credit entitlement for 2013-2014 it wasn't dated within the month. Anyone who gets Child Benefit will know you generally don't hear from them unless there is a change in circumstances so had nothing to send from them. I also sent copies of my last 3 payslips.


A few weeks later I had a letter from them asking for a tax credit and child benefit letter dated within 30 days. They also asked for a print out of my bank statement, more pay slips, my P60 (which my employer hadn't sent out yet anyway) and a letter to prove child maintenance money from the payee (my ex husband).


That's where I got upset. I receive a sum of money from my ex husband that is paid directly into my bank every month. Now as my ex husband is abusive (hence him now being my ex) the last thing I wanted to do was approach him to ask for a letter outlining how much he pays for the kids and how often! At this point I was all set to just pay the thing off (would have to beg, steal or borrow to do it mind). After a couple of sleepless nights I decided they had no right to demand that I put myself in that position and wrote to tell them exactly that. That money isn't income anyway.


So I sent off a strongly worded letter informing them that I would not be asking my abusive ex for that letter, that I was waiting for letters from Tax Credits and Child Benefits, and had not yet received my P60 and would send everything on as soon as I got them. Which I did, the following week.


A couple of weeks later (last Friday) I get another letter demanding MORE payslips, Proof of benefits, and asking for "Confirmation of Total Gross Income Section 9 Certifate and Warranty". I have no idea what that last one means!


By this point I was both upset and fuming so called them. Upon speaking to one of their representatives on the phone that morning it turns out that my payslips had "gone black" and could not be read. They were perfectly fine when I sent them! I was advised to forward them by e-mail with my reference number, name and DOB attached to the e-mail. Which I did first thing Monday morning. To then be told on Wednesday to resubmit the e-mail with full address and any other names I may have used over the duration of the loan.


A couple of hours ago I had a letter from them telling me they had not received my monthly payment, that I was now in arrears and to make a payment immediately.


I spoke a lady who although very nice tried to insist that even if my deferment was successful I would still have to pay any outstanding sums as they only role deferment back by 3 months. Now although I accept that, in part, the fault was down to me not sending the correct documents initially, they certainly have made things difficult plus they damaged my payslip copies (I'm guessing someone didn't scan them correctly onto the system). I feel that even with my error of not sending the correct stuff in the first place they have dragged their heels the rest of the way and wasted time by demanding stuff they already had.


The lady passed my account on to someone else as my e-mail was still in the queue and should be dealt with today.

Am just having a rant more than anything but would like to know if anyone else was asked for letters from ex's paying child maintenance and if they were/were not able to get them?? They made no further mention of it in any later correspondence or phone calls so find it odd they would ask for it if they didn't really need it. And as the money is for the children, are they even allowed to ask for it??


Rant over!

Sarebear78

Michelle1976

I am sorry you are having such a nightmare with them. They are deliberately being difficult in the hope you just pay it off.

If I were you I would send them copies of your bank statement with everything but the credits blanked out - showing what you receive in. I would also send them a complaint explaining that you have sent everything in, in accordance with the terms and conditions and if they don't reply in 8 weeks to forward that complaint to the Financial Ombudsman.

They are freaking unbelievable but stick to your guns - They are just trying to be bullies!

Good luck x

Confused17

Hi
Can anyone advise me on what to do next with Erudio? I had a letter saying my loan had been sold to them, then nothing else at all for weeks -I was hopeful I had dropped off their list- then, a letter saying I was in arrears and must pay immediately. I have not contacted them yet as the letter was sent to an address I no longer live at (I have very recently moved and am still collecting my old post) and in my unmarried name which I have not used for over 10 years, they also do not have my bank details as in the past I have deferred each year with SLC who have not required these. As I never received anything from them until now, I have not signed any agreement with them , I guess my question is.. What should I do next, and what will happen if I do nothing!

BaffledByErudio

Haven't written anything on here for a while, but have been dipping in and out of the forum.
Just thought I would give you all a heads up on a little point.
I was (as I've mentioned before) deferred back in May, after filling out the form and pretty much answering everything and providing P60 an payslips. I also signed the direct debit mandate.
I went on Paul Lewis's advice on BBC Breakfast (April) when he said something along the lines of 'why be concerned about what information you give? These companies know everything about you anyway'.
But, I haven't rested on my laurels either. I've complained to FOS and my MP, as well as Erudio, multiple times about the whole situation and the shambles of a customer service system we've been presented with. I've lost track of how many complaints I made to Erudio, so when one of their many, many letters arrives, I just read it and accept what they've said.
As long as things remain the same as they did under SLC, I'm fine with it all and I'm willing to pay back the loan when I cross the earnings threshold.
The key bugbear of mine has been the Direct Debit though. I had no issue with it until all the rogue payments were taken. And now I hear this is happening again with deferred loan holders.
In the latest letter I received from Erudio, it says they are now taking a different approach to the requirement to have a Direct Debit in place on a deferred loan, as long as you are well away from the pay threshold. It doesn't say I can cancel the DD. Just that it's a different approach. Don't know what that means legally. Are they chancing it and tempting me to cancel it to breach T&Cs?
Who knows?

Jonez

Interesting that they mention a 'different approach' to DDs - according to a letter sent to them by a lawyer (the spouse of someone applying for deferment) they have no right to demand that a DD is in place for a deferred loan. The applicant was successfully deferred and Erudio do not appear to have challenged this assertion. See post # 903.