Erudio Student Loans Continued part 3

[erudioed]

I dont know if this is the right way to do it and i apologise if it isn't but this is the continuation of www.mumsnet.com/Talk/legal_money_matters/a2057131-Erudio-Student-Loans-Continued

Found an email address for Mark Filer, Erudio's Director, (I haven't tried it yet), might be an idea to start sending all emails to him and copy in Customer Services:

[email protected]

^ Just sent another email to CS, copied to the Director's address, and the Director's was opened within 2 minutes, probably not by Mr Filer himself, but at least it's a valid email.

Erudio Student Loans are on You and Yours on Radio 4 tomorrow at noon.

www.bbc.co.uk/programmes/b0460p6c

@minimoosh:
In the earlier posts we found a whole wealth of info, including the google map address for where our forms our processed and links to the other 230 companies Filer is currently director or such of, as well as many other peaches. In fact, that is where we found out Erudio is just a shell company and that Capita/Ventura are actually processing our forms. It is worth looking back, you will find some good stuff!

I wonder who will be on you and yours, i hope its Martin Lewis taking on Zach Lewy again. I doubt it will be that though, lets wait and see if they give us anything new this time! From the write up though, it looks like it is touching on one of my big concerns that the CRA info will harm our credit ratings etc. I just wonder if they have found some conclusive evidence that that would be illegal based on our original agreements, for those of us in deferment anyway. Again, i doubt it because that would mean conducting independent research not given out by Reuters or such, but it cant hurt to listen in!

I have still not heard anything. Best they could do on Monday was say call back Friday if I still didn't hear. I am not too stressed. I expect them to refuse and ask for more info and signed form. I figure I can proveI sent the same info that got deferral granted by SLC a month before my deferment expired.

Hello All

I would advise people to be careful with the information Erudio gives to you in its correspondence. Do not simply take it at face value. I have recently gone through my original contracts very carefully. I notice that one of the threats in the Erudio correspondence to me, at least, is absolutely in contradiction to the T&C of the contract. Either they are highly incompetent or know this and are simply lying to customers in order to intimidate them. It's one or the other. Please read their correspondence with care and cross-reference it to the contract you signed.

Kind Regards

"From the write up though, it looks like it is touching on one of my big concerns that the CRA info will harm our credit ratings etc."

On this - this is dependent on the terms of the Data Protection Act 1984 (superseded 1998). One of the threats this vile company is making to customers is to release information to CRAs about them. Now, they cannot just release information willy-nilly and they are bound by the terms of the above act. I am going through the act, and will endeavour to refer the act to a legal forum with help unpicking it. It might be the case they are permitted to release information to CRAs and stay within the T&Cs of the contract, but I have two concerns -

1. They are threatening to tell CRAs about people even if they defer. Deferral is within the T&Cs of the contract, so does not constitute a breach of contract and therefore it must not be implied that deferral means negative.

1. Even if they have the right to release this information - including not only if people are in arrears but also if they simply choose to defer - they do not have the right to single customers out and use it as an instrument of harassment.

Experian are going to be speaking on BBC You and yours by the sounds of it.

experian have a special contract with Arrow( press.experian.com/United-Kingdom/Press-Release/arrow%20global%20extends%20relationship%20with%20experian.aspx ), so that will be interesting to hear about. I bet the interviewer doesnt mention that though after Experian say it wont affect our credit scores. Lets see.
Here is the info released by experian:

Arrow Global extends relationship with Experian

Nottingham, UK, 9th December – Experian, the global information services company, today announced that Arrow Global, a leading provider of debt purchase and receivables management solutions, has extended its long-term contract with Experian for the provision of specialist data and analytical services in the UK and Ireland.

Experian will continue to provide Arrow Global with data and analytical services until 2018. These services enable Arrow Global to more efficiently manage accounts, better understand specific circumstances of individual customers and to determine the recovery strategies across its diverse services book whilst ensuring customers are treated sensitively throughout the lifecycle.

Simon Waller, Head of Collections and Customer Management at Experian, commented: “This is an important partnership for Experian and we look forward to providing Arrow Global with data and analytical services for many years to come. Having a crystal clear view of individual customers through comprehensive data is becoming more important than ever for those who operate within the debt collection industry. The extension of this contract means Arrow Global will have access to a wide range of data, helping it better understand the debt portfolios it manages.”

Zach Lewy, Founder and Executive Director of Arrow Global, commented: “We are delighted to be extending this partnership with Experian, which has proved hugely successful over the last 18 months. It is vital we use the most robust data and analytical tools in order to more effectively recover debt for our customers. Continuing work with Experian will ensure we are able to provide the most efficient service for the debt portfolios we manage which includes more than £6 billion of receivables across over 3 million customers in a range of sectors.”

ENDS

that deal by the way between Arrow Global and Experian was 2 weeks after it was announced Erudio were given the loan book!

Right, i just twattered the link to the deal to youandyours during an interesting discussion on knot-weed, so they have no reason for not knowing about it!

We already know that Experian are unlikely to admit that the student loan will be seen as a BIG negative to some lenders.

Some ones with odd lending criteria may see it as a positive, but the vast majority will see their credit worthiness to lenders take a nose dive.

well, post-listen, what a waste of time that was!

@ erudioed I did read some of the posts on the Capita/Global Arrow links from you and Ibreakwindinerudiosdirection (has to be in the running for best forum username of the year!). I was checking to see if the email address had been posted before and got caught up in your posts instead, so apologies if the email was posted already.

I got a response to yesterday's email to the Director from a real, live person (rather than "yours sincerely ESL"), though not Mr Filer himself. It was a capita.co.uk email address. She said that another deferment letter was posted today, as I obviously hadn't received the first one sent on 23 May - they signed for my application on 21 May!! So 2 days is apparently all the time they need to turn around a deferment application Could have been a mistake, but she knew the specifics of my deferment.

Arrow Global even...

Approaching the end of the eight week limit to deal with my complaint (was really hoping not to get a reply, so it could go to the FOS), final response received today from Erudio agreeing that they had 'mishandled' the deferment application - initially they wouldn't accept 3 months wage slips that were sent in with the form, they also agreed that they were wrong in additionally asking for a P60 & a letter from the employer. They have apologised for the way the application was handled & have now confirmed that the Deferment is now accepted until next year.

Second part of my complaint was rejected - this was in relation to data sharing with CRA's but at least deferment is now in place :)

No worries minimoosh, it was good you posted it again. It is a shame some posts dont come up again and again, especially the list of email addresses to pester. I just thought some of the other info might help if you hadnt seen it, so was giving a heads up.
Also, someone else i know of just had a DD taken without being told, all whilst waiting for deferment after returning the forms on time.
Seems like it is becoming a trend again. Anyone affected has to started contacting people, with simon read at the independent a good place to start, well in the awareness realm, and also the ombudsman to file the following complaint in the pragmatic realm.

well done actingforson, you even got a sort of apology!

@ erudioed A good heads up :) there's loads of useful and interesting stuff on the previous threads, it's finding the time to read through it all with 3 wee rascals in tow!

If anyone going through all of Erudio's shite wants a copy of the stuff showing 2 days to process deferment, PM me and I'd be happy to email it - that's if the deferment letter arrives...

@ Actingforson - You can still take the CRA issue to the FOS? I've had deferment confirmed too but will still take a complaint to the FOS when Erudio don't back down on the DD requirement/data sharing. I'd hope everyone else would too, otherwise what's the point of complaining to Erudio (they were never going to back down on those points)?

Definitely carry on and take any issues to the FOS that they rejected a complaint on and you feel you have a case. That is what the FOS is there for, and it costs you nothing.

Many may find this interesting. It is a business report for: Arrow Global Guernsey Holdings Limited (“Arrow Global” or “the Group” or “the Company”)
www.arrowglobalir.net/files/file/download/id/102

Well, here is Arrow Global's FAQs about what they call a PCB (Pilot Collections Bureau) sheme run in conjunction with Experian. I suggest everyone read it and see what they think:
www.arrowglobal.net/lib/docs/133657-experian-and-arrow-faqs.pdf

So, it seems they have a very close relationship after all, which makes the BBC piece yesterday a little deceitful, with no one suggesting closer ties. One bit that stands out in the above link, of many:
2.1.2
Why did Arrow Global become the pilot Sponsor Creditor?
Arrow Global brought the concept to Experian for their support. Arrow Global sponsors the project financially and operationally.

In fact, Arrow are the sponsor creditors of the Experian Collections Network, paying and running it. They took the idea to Experian. To become a PCB member, one would make a deal with Arrow to join the scheme. I dont fully understand it just yet, but it seems that Experian going on the BBC and not mentioning the deal with Erudio etc, is like avoiding the elephant in the room. They are very very close.
When we all became alarmed at the mention of CRAs and they way it came across like a threat, maybe this is the reason why. In the links i post above, in the quarterly financial reports, Arrow Global list this relationship with Experian as being one of the new 3 or 4 things the business has going for it. I, more than ever, feel this deserves being looked into in greater depth to ascertain what the hell is happening with our data, and if it is in fact being traded.
Its not altogether too strange now why Experian would appear on the BBC and stick up for its business partner, and as good as waylay any kind of negative that deferers with Erudio have.
Maybe it isnt as important as it currently seems to me right now, but again, even with journalists involved, why has no one with supposed investigative skills already found this?
Interestingly, in the Arrow reports, they claim to have the lowest % of ombudsman complaints, at 17 in a million. This makes it more important for us to go through and contact the Ombudsman and make them aware of the issues we have.