MSE News: Are you an Erudio student loan holder? We want your feedback

patanne

crusty toenail - I suggest you complain anyway. It may avoid you having the same problem next year. Erudio appear to be just a tad incompetent so they probably haven't updated your file properly anyway.

fermi

Reminder from earlier.

fermi wrote: »

Have to keep going on this.

A random thought summary on what to do if Erudio misbehave or do something you think is unfair or not right...

Please add anything you can think of or I might have missed this early in the morning before brain is properly caffeinated.


- Make a formal complaint putting Erudio on notice that you will be taking them to the Financial Ombudsman (FOS). http://www.financial-ombudsman.org.uk/consumer/complaints.htm

Take the complaint all the way to the FOS proper after Erudio give you a final response or after 8 weeks from your initial complaint. Whichever is sooner.

Don't let Erudio off the hook.

Before you get to that though, perhaps call the FOS on 0300 123 9 123 or 0800 023 4567 [EMAIL="complaint.info@financial-ombudsman.org.uk"]complaint.info@financial-ombudsman.org.uk[/EMAIL] as the FOS will often be willing to write at an early stage outlining your initial complaint to Erudio.


- FCA Rules - Perhaps familiarise yourself with at least section 7 CONC 7 of the FCA rules on how they shoudl behave collecting debts. Other parts such as post contract conduct and others in those rules may also be useful. All here. http://fshandbook.info/FS/html/FCA/CONC

Report any breaking of those rules in a formal complaint to [EMAIL="consumer.queries@fca.org.uk"]consumer.queries@fca.org.uk[/EMAIL]

FCA cannot do anything on your particular case, but they can log and look into complaints and use those to consider taking action (legal or regulatory or removal of licence etc), as they have shown so far this year with many of the dodgy payday and debt management firms. If the FCA don't have complaints against Erudio it is harder for them to act.

Breach of those FCA rules would also be highly useful to emphasise in any FOS complaint.

Unfair practice not technically breaking the rules should also be reported.


- Tell the media - If you have something you think MSE shoudl know and/or report on then email [EMAIL="news@moneysavingexpert.com"]news@moneysavingexpert.com[/EMAIL]

There are also other journalists who have shown an interest and/or published articles. Simon Read of the independent, Paul Lewis of BBC moneybox, Radio5, You and Yours on Radio 4 plus some others I'm sure.


- Other forums helping - primarily mumsnet

Link to the latest post on the latest thread there: http://www.mumsnet.com/Talk/legal_money_matters/2093805-Erudio-Student-Loans-Continued-part-3?reverse=1

Quite a lot of useful stuff, and if you have info useful to share with them I would post it (mum or not).

For legal aspects (primarily court action should it come to that, but also general stuff), there are several forums such as http://www.legalbeagles.info/forums/forum.php


- Your MP is wanting re-election - Talk to and complain to your MP. There is an election in less than a year.

TheRealMarie

I applied for deferral when Erudio took over my student loans. The deferral was granted but they still keep sending me letters saying that I am in arrears. I've never been in arrears with the Student Loans Company and I have always deferred with no previous issues.

I keep receiving letters from Erudio threatening that if I don't pay the arrears I will lose my rights and ability to defer but I don't see how I have arrears to pay when I have always successfully deferred. This has only happened since they took over my student loan in March. Should I ignore them or make an official complaint?

fermi

Official complaint is the way to go, then take them to the FOS if reqired.

Lou76

I received my deferment application from them in the post last week, telling me my current deferment period was due to end on 27/01/2015.

No surprise so far, as I know it's January. Was convinced it was earlier in the month than that, as I recall a mad panic each year due to Christmas/New Year post.

But anyway, after filling the form in, and going through my "filing" ehem for my P60 (Why, I have my last 3 wage slips copied?) I stumbled across a letter from them dated 22 April 2014 confirming my deferment period of 28/01/15 - 27/01/16.

Obviously I'll phone to check tomorrow, but does this mean that legally I don't have to fill their form in until next year?

evilsheep

I have three loans, dating from pre-1998, which have been deferred for the majority of the time as my earnings are below the threshold.

I emailed Erudio last October to notify them of a change of address. They took a week to reply to the email, in which they first requested that I confirm my current address, and previous address. I replied the same day providing this, PLUS one more previous address (to be on the safe side).

They replied (12 days later) saying: and said "we require you to confirm the following information in accordance with the Data Protection Act: full name, date of birth, current address and Erudio account number". (I'd already given them everything apart from DOB by this point). I replied with this information within minutes.

They then replied 12 days later, this time with "Please could you resubmit your email confirming all previous addresses resided at within the last 6 years for Data Protection. I trust this clarifies the matter". I replied (the same day) with:

No, this does not clarify the matter.

Please note all previous emails I have sent you before, within which I have included: two previous addresses, my date of birth, and my Erudio Account Number. This is more than the information than you requested from me on the 21st November and, as you should have all previous addresses of mine stored on your system anyway, I see no reason why I should again confirm this for 'Data Protection'.

Please could you reply stating specifically which paragraph of the Data Protection Act required me to confirm all previous addresses to you?

As I have provided the information that you've requested to approve the change of address, I expect my account to be updated accordingly. Please note that I initially sent you notification of my change of address on 30th October 2014, and I replied the following day providing ALL of the information you requested.

I look forward to a swift response and resolution of this matter

They replied a mere week later with:

I can confirm your address details were updated on our systems today. I apologise for the delay in responding to your request.

Today I have received a letter (at my current address) that my loan is now in arrears, as I have missed one installment, and have not applied for deferment. I haven't received any deferment forms of course, probably because they were sent to the old address.

I'll be replying with the letter listed in another thread regarding deferring, and I'll be including all necessary information, plus asking them to correct the 'arrears'. I don't expect it to be resolved within 2 months though.

Pluthero

evilsheep wrote: »

I have three loans, dating from pre-1998, which have been deferred for the majority of the time as my earnings are below the threshold.

I emailed Erudio last October to notify them of a change of address. They took a week to reply to the email, in which they first requested that I confirm my current address, and previous address. I replied the same day providing this, PLUS one more previous address (to be on the safe side).

They replied (12 days later) saying: and said "we require you to confirm the following information in accordance with the Data Protection Act: full name, date of birth, current address and Erudio account number". (I'd already given them everything apart from DOB by this point). I replied with this information within minutes.

They then replied 12 days later, this time with "Please could you resubmit your email confirming all previous addresses resided at within the last 6 years for Data Protection. I trust this clarifies the matter". I replied (the same day) with:

No, this does not clarify the matter.

Please note all previous emails I have sent you before, within which I have included: two previous addresses, my date of birth, and my Erudio Account Number. This is more than the information than you requested from me on the 21st November and, as you should have all previous addresses of mine stored on your system anyway, I see no reason why I should again confirm this for 'Data Protection'.

Please could you reply stating specifically which paragraph of the Data Protection Act required me to confirm all previous addresses to you?

As I have provided the information that you've requested to approve the change of address, I expect my account to be updated accordingly. Please note that I initially sent you notification of my change of address on 30th October 2014, and I replied the following day providing ALL of the information you requested.

I look forward to a swift response and resolution of this matter

They replied a mere week later with:

I can confirm your address details were updated on our systems today. I apologise for the delay in responding to your request.

Today I have received a letter (at my current address) that my loan is now in arrears, as I have missed one installment, and have not applied for deferment. I haven't received any deferment forms of course, probably because they were sent to the old address.

I'll be replying with the letter listed in another thread regarding deferring, and I'll be including all necessary information, plus asking them to correct the 'arrears'. I don't expect it to be resolved within 2 months though.

Please report them to the FCA: [EMAIL="consumer.queries@fca.org.uk"]consumer.queries@fca.org.uk[/EMAIL]

http://www.fca.org.uk/consumers/complaints-and-compensation/how-to-complain

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

We are trying to generate enough complaints against this bottom feeding DCA so that someone in authority does something about them.

They are IMHO unfit to handle the deferment process!

kalimai

My deferment form arrived from Erudio today for my deferment in March. What on the form can I not complete?

I know I won't be filling out the direct debit section as they took money out of my account last year when they shouldn't. It was eventually refunded.

My SLC loan was deferred in March 2014, at the same time the loan was sold. Erudio claimed it wasn't deferred as they hadn't received the info from SLC. I made a lot of phone calls chasing a response with them over them claiming I was in arrears and owed them monthly payments. During that time I also filled out one of their forms in an attempt to evidence again, mistake there. Eventually threatening to go to the ombudsmen got me a call back and it was all sorted out.

I am admittedly only £20 under the threshold since it went down. If you add on child benefit I go over it. Which is also not right because that is for my son, and the way he is growing out of clothing, the cost of nappies and all his other bits it is certainly not adding to my income!

Am I still allowed to defer based just on my income?

gustavep

kalimai wrote: »

My deferment form arrived from Erudio today for my deferment in March. What on the form can I not complete?

I know I won't be filling out the direct debit section as they took money out of my account last year when they shouldn't. It was eventually refunded.

My SLC loan was deferred in March 2014, at the same time the loan was sold. Erudio claimed it wasn't deferred as they hadn't received the info from SLC. I made a lot of phone calls chasing a response with them over them claiming I was in arrears and owed them monthly payments. During that time I also filled out one of their forms in an attempt to evidence again, mistake there. Eventually threatening to go to the ombudsmen got me a call back and it was all sorted out.

I am admittedly only £20 under the threshold since it went down. If you add on child benefit I go over it. Which is also not right because that is for my son, and the way he is growing out of clothing, the cost of nappies and all his other bits it is certainly not adding to my income!

Am I still allowed to defer based just on my income?

Simply put - Don't use the form.

I've today received a notice of deferment from Erudio. I refused to use their form, I have only provided proof of income as previously provided to the SLC, and I took the Certify and Warranty wording from the SLC deferment form. They initially rejected my application and demanded a signed form. I instead sent a complaint letter, now escalated to the FOS.

No reply from the FOS, only been about 2 weeks, but confirmation from Erudio my loan is deferred.

If they deferred my loan based only on income data, that's all they need.

rizla_king

Update on erudio faq

When will the new Deferment Application Form be ready?

The New Deferment Application Form will be ready by the end of February. We realise that the deferment process is complex and it is important that we provide the best service possible. Having listened to feedback from our customers and third parties, we’ve updated the form and guide so that they are easier to understand and clearly explain what information is needed and why.

As part of the changes we’ve made, we will no longer require customers to provide additional consent for listing with credit reference agencies. The new form will still feature a Direct Debit Mandate request but this will be optional rather than compulsory. However, in case the deferment application is unsuccessful, we do think it is still best for customers to complete this to ensure they can make a repayment and thus protect themselves from their account going into arrears.

Until the new form is in circulation you may receive the current Deferment Application Form which we will now accept without the Direct Debit Mandate completed. Equally, we will be happy to accept signed forms with the following wording crossed out: "ACCORDINGLY THEREFORE BY SUBMITTING THIS APPLICATION YOU CONFIRM THAT YOU CONSENT FOR ERUDIO TO PERFORM RELEVANT CHECKS AT CREDIT REFERENCE AND FRAUD PREVENTION AGENCIES."

Because of these changes, anyone due to receive a Deferment Application Form after 1st of February will have the option of requesting a new form instead of using the current version, which will be issued when it becomes available. Due to the way the deferment process works (forms are sent out well in advance of deferment) these customers will still have time to complete and return the new form for it to be assessed.

What should I do if I want to use the new Deferment Application Form?

The new application form will be ready for use from the end of February. Anyone due to receive a Deferment Application Form from 1st February will have the option of requesting a new form instead of using the current version. To make these customers aware of this we will be writing to them and informing them of this option.

Equally, in the interim, we are happy to process forms without the Direct Debit Mandate completed and/or with the wording "ACCORDINGLY THEREFORE BY SUBMITTING THIS APPLICATION YOU CONFIRM THAT YOU CONSENT FOR ERUDIO TO PERFORM RELEVANT CHECKS AT CREDIT REFERENCE AND FRAUD PREVENTION AGENCIES." deleted.