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Original poster

Erudio Student Loans Continued

999 replies

halfpricedebt · 18/04/2014 22:53

Started a new thread following mrsbug's request.

I got an email from Erudio today telling me that an issue I raised with them on 27 March that was then completely ignored even though they asked for confirmation of my details to process the initial email. I gave them the details they requested and seven days later I still hadn't heard anything. So I wrote them a rather threatening complaint telling them if they didn't respond within 7 days I would report them to the relevant financial services. That was on 3 April and today they've told me that my complaint has been forwarded to their Customer Resolutions Team.

I wonder what they do?

OP posts:
mandakl · 08/05/2014 21:04

@persephone49

This DD leaflet?

www.directdebit.co.uk/SiteCollectionDocuments/DD_guarantee_leaflet.pdf

tigerbay201 · 08/05/2014 21:10

@Powerpooh

No banging on required!

I sent the form back on the 15th of April, signed but with the paragraph below the signature box blacked out and a note saying I do not give my consent etc.
I did not fill out the form in its entirety. No phone numbers at all - my employer wants everything in writing too.
I sent a covering letter based on the one laid out in a much earlier post on the original thread by KnaveofWands.
I sent copies of 12 weeks payslips and a copy of my only interest paying bank account's entry showing the gross interest for the last year (a mighty 6p a month!).
I didn't send a P60 as I didn't have one when I sent all this off and I don't get any benefits.
Everything was sent recorded and I have names and dates and times.

I emailed them to ask for an update two Saturdays ago (pointing out I know who signed for it) as I had seen reports in the national press and other media that they were 'experiencing difficulties' and then I forwarded the same email again a week later as I had had no reply. I cc'd Capita into this email as well.

Then in quick succession, I got the 21 day email response to my first email, then to my second email, then the successful deferment email.

However, my deferment doesn't end until later this month, the DD is still on my account and I don't have much faith in their processes so far, so I am not yet assuming all will go smoothly.

Powerpooh · 09/05/2014 05:50

Thanks Tigerbay.

They've had my application since 9th April. (Recorded delivery signed for). I didn't use their form, just a covering letter and evidence. Sent an email last wednesday to chase and resubmitted all my evidence again. got a standard "we'll be in touch within 21 days" on Saturday. Sent another much more stern email last night saying I was sick of being ignored and that I looked forward to their authorisation of deferment within the next 7 days.
My deferment ends 22nd May.

emptycoffers · 09/05/2014 07:10

When people get 21 DAY LETTERS -

Do they come from a person described as LEGAL COUNSEL?

And have people checked that person on this database?

solicitors.lawsociety.org.uk/?Pro=True

Dazzydog · 09/05/2014 08:01

It is just a hastily constructed email saying:

"Thank you for contacting Erudio Student Loans.

We acknowledge receipt of your email and you will receive a response within 21 days."

That is all. The message names no individual and does not suggest anything like legal counsel.

mandakl · 09/05/2014 08:18

@emptycoffers

I imagine they put that on yours to try to put the wind up you as you dared to make a formal legal request for a copy of your agreement.

persephone49 · 09/05/2014 09:03

@mandakl

Thats the one thank you very much.

Just to update i emailed them yesterday requesting an update, no reply as yet. No DD showing on my account either.

theloanranger · 09/05/2014 09:17

Thanks again Mandaki, I'll get a letter off

Sarebear78 · 09/05/2014 10:43

Probably other people already know this - I am probably just out of the loop but if you do online banking then sometimes it won't show Direct debits until one payment has been taken.

I checked Natwest online and no DD for Erudio but I called Telephone banking and they confirmed it has been set up already in March. I hadn't read the online details and it does say it won't show until one payment made.

:)

erudioed · 09/05/2014 11:21

I didnt know that, i have been looking online and thought i was clear thus far. Guess thats another hour this damn thing is going to take out of my life finding out...on top of the previous 2 damn months.

joymaker · 09/05/2014 11:22

Hi All,

Had an inkling all might not be well with this new form so wanted to check out the company and so glad I did! Thankfully stumbled upon this thread before sending in my forms, however I cannot find my original agreement anywhere slaps own wrist

mandakl/ anyone can you help? I have two loans taken out in 93 and 94 and am Confused as to what legislation would be relevant. Only The Consumer Credit Act (1974) or The Education (Student Loans) Regulations (1998) also (retrospectively obviously as my loans are pre '98)

Unclear of the distinction between the pre and post '98 student loans.

Haven't decided but thinking of taking the route of sending in a letter and only partially filling in the form. KnaveofWands hope you don't mind me asking but were your loans pre or post '98?

TIA

persephone49 · 09/05/2014 11:23

No i didn't know that either, thank you!

joymaker · 09/05/2014 11:30

Hope you don't mind me asking you either but tigerbay201 are your loans pre or post '98?

mandakl · 09/05/2014 11:40

@joymaker

Yes, it is the CCA1974 and the Student Loan Regulations 1998 that apply to all the mortgage style loans now.

The only difference the loan date makes is on some things that were only part of the contract, and never the regulations, such as when they could report information to the credit reference agencies. In those the terms of your original loan agreement for those years apply.

mandakl · 09/05/2014 11:43

@joymaker

Also seems you can now get deferment accepted by just crossing out all the parts of the form you do not agree to. So it may be that the letter alone route is more hassle than it's worth if you are very clear on the forms what you do and don't agree to.

joymaker · 09/05/2014 12:15

Thanks a lot for your reply mandakl and to everyone who has contributed to the threads on this matter. I hope to get everything together to send off on Monday (my deferment ends 19/6) so will report back on the outcome Smile

louisefinlay · 09/05/2014 13:11

Well update on my deferment.

sent Application recorded delivery. proof it has signed for on the 30th April.

Just rang Erudio for an update. told that my application should be processed by the time my deferment runs out which is 14th May 2014.

Why do i not believe them????

I asked her what happens if the haven't processed it in time. She said they are going to lift £98.58 out of my bank account. This is the first time i have even heard what my repayments would be. I have never had this in writing.

I told them there is no reason why i will not be granted deferment as my income in not near the threshold. I also said that i will not have extra money for them to take DD. She said that if they take payment because the haven't processed my application i will have 2 options.

  1. get my bank to refund the DD
  2. Ask Erudio to refund the DD (will take 3 week to issue refund)

she also said i could cancel my DD with the bank but then my account would fall into arrears and be in breach of my terms and conditions.

I cant afford for them to be taking payments. what to do?

persephone49 · 09/05/2014 13:18

Just spoken to my bank, no DD set up as yet, i asked him to confirm that the only time it would show is if a payment was taken and he confirmed that, so checking for a new one online will not show to the account holder, he was very thorough and checked all our other accounts so pretty helpful, Santander have improved somewhat since the last time i rang them lol.

Powerpooh · 09/05/2014 13:21

Just got an email from them after I sent a rather stern email to them last night...

Thank you for your recent email.

I can confirm that we are in receipt of your deferment form and the Deferment Team will be in touch in due coursein writing to advise you of the decision.

I trust this is satisfactory.

All seems fine and well BUT I didn't complete their form!. either its another "standard" reply to emails, or they're telling porky pies and they have lost or haven't looked at my application.

The DD they set up is still lurking on my account. I signed the mandate nearly 18 years ago and its in my maiden name really don't know how they got away with submitting it.

mandakl · 09/05/2014 13:35

Any new DD shows up on my online banking even before the first payment is taken.

May be that a few certain banks have a crappy system where they don't?

louisefinlay · 09/05/2014 13:45

Just rang my bank and there is no DD set up on my account. my deferment runs out on 14th.

joymaker · 09/05/2014 14:39

I have no DD from SLC on my account I checked with my bank yesterday (although I know I did when I set it up because I forgot to renew my deferment ages ago and paid a few months payments even though I was below the threshold and if I remember correctly SLC asked me simply to cancel the DD and I mustn't have bothered reinstating it on deferring again)

For those of us who don't already have a DD on our account (but now may supply our details in this regard) and don't get our deferments in time it will be interesting to see and most outrageous if they 'find' the time to process our DD info and take payments. I'll be fuming....Then again if they have taken payments from peoples accounts who have successfully deferred, as has been reported, I wouldn't put anything past them!

leica · 09/05/2014 15:33

I'm going to see if I can set up some form of alert if Erudio try to take any money via DD. I wonder if banks can offer this service?

LittleMissGreen · 09/05/2014 16:01

Barclays offer a service that they text you if a large deposit or debit is added/taken from your account, but I can't remember if the smallest amount is £100 or £150. It will spark a text to me as I owe 4 loans so payback is nearly £200 a month.

ZZZZ123 · 09/05/2014 19:33

Hi, I've been following the thread since I received my deferment form about 6 weeks ago.

I filled in bits of the form, left out the phishing sections, signed it and sent it off with 3 payslips and savings interest proof. I included a cover letter stating that I did not agree with the "phishing" or any "change to t's&c's". I am a couple of hundred pounds under the monthly threshold.

Erudio received it 01/04/14.

My deferment is up next week. I have the DD setup on my bank account. I had no intention whatsoever of speaking to these muppets on the phone so thought that they'd be taking payments. I was resigned to the next phase of letter writing to recover funds and chase deferment.

Today I received a letter from Erudio confirming that my request for deferment has been granted and that they will be writing to me 8 weeks before deferment ends in 2015 which is very nice because I will celebrating my fiftieth birthday before then :-)

Many years ago I had to cancel the DD with SLC when they took a payment due to not sending me the deferment form that year. At the time the person I spoke to on the phone was insistent that I had broken the terms of the agreement in doing so but nothing ever came of it and I continued to defer. Be aware that Erudio state in their deferment confirmation letter that the DD MUST remain in place for the deferment period or you will be in breach.

Good luck everyone.