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

Just received my deferment letter from Erudio, no mention at all of the DD requirements during periods of deferment. Has anyone else had this, from what I remember of the successful deferments reported on here, the DD requirements was stated in the letter? Could mean Erudio are backtracking on the DD?

Incompetent bastards!! I had a letter dated 20th May saying that my application for deferment had been successful. I checked my bank today and they've taken the best part of £100!!
When I rang them up the guy I spoke to said that if I applied for the money back through them I asked how long it would take.
"3-5 working days" he said.
"We will action it from the 20th" he said.
"So will that be 3-5 working days from the 20th?" I asked.
" Yes" he said.
"So you lied then as it's 3-5 working days from the 20th" I said!!
Needless to say I've made a complaint.
He said that they have up to 8 weeks to reply to a complaint as advised by the Financial Ombudsmen!!

I had a letter saying thanks for your complaint. However it is too complex for us to reply to!!

My MPs office was told that erudio told them they reserve the right to check people's direct debits are in place, any time during deferrment, however, the only way to check is to actually request money! When MP office rang again they were told differently.

The good thing being of course that they are messing around the MPs office as well.

I'm not having anything to do with this now as I have far too much else to cope with but at least the MP office is keeping going (unusual for them!)

@ owlbegoing You can phone your bank and claim the payment back under the DD guarantee, the bank must refund you immediately - the one time I've had to use the guarantee, the payment was credited to my account within an hour of phoning my bank.

Your bank then claims the payment from Erudio, but if Erudio still goes ahead and refunds you around the 25th, let them know that you'll action the refund in 3-5 days from (date of your choosing) - see how they like it!

That is good news on one front, a least your MP is seeing what we have been put through by their joke of an operation. Lets hope your MP spreads the word and acts on how incompetent they are. It shows how pathetic the system is that has allowed these big companies to be this terrible and treat anyone they communicate with like dirt.

Hi guys, posted in legal matters before someone pointed mein your direction. There is a lot to scroll through but just wanted to ask if anyone has had the same problem as me and if I can do anything about it!
Today I checked our bank account and found ESL ltd( had no idea who this was till I googled it) had taken £165 out of our account ( on bill day!) without our permission. I received a letter telling me I had successfully deferred a month ago! I rang them and they said sorry for the mistake, we will refund the money in 3-5 working days!!! I was livid ( although didn't take it out on the poor girl I was speaking to) and said that's not good enough - I want the money back in there today or I have no money!! She said did you want to make a complaint and I did but I'm sure nothing will be done about it . I have had to extend our overdraft( incurring fees) in order to pay bills!!! Am really cross about it and I wondered if there is anything I can do - I want to cancel my direct debut but am worried I will be in breach of contract. Surely I should get some kind of compensation for this!!!!!!!!!!

Owlbegoing. - I just saw you have the exact problem as me!!!

Martin Lewis from MSE and Simon Read from the Independent were the journalists reporting on the wrongly taken direct debits payments before.

If this is still going on in a regular fashion then everyone it happens to should inform [email protected] and [email protected] and/or tweet @MartinSLewis and @simonnread

Erudio and Zachy Lewy promised this would stop.

Obviously they lied.

Definitely contact Simon Read, as should all those with this worrying new problem. Nothing will get into the media if you dont all complain to him because he was covering just this issue!

I have in my hand, a piece of paper..

Finally! I have written confirmation of deferment, plus a check of my credit files shows no entries or searches having been made by Erudio

:)

@gil101 Pleased for you :)

Here's where I am up to in this mess -
I have a letter saying I am deferred (although what is that worth?) but have still not received a reply to my complaint (apart from 2 'holding' type letters) or my CCA request. They actually received it on 24th April (not 20th as I wrote previously)so their 8 weeks is up now - if my maths is correct.

I have downloaded the forms to complain to the FOS. I am complaining about the Erudio form and the attempt to make us fill this in and thus change some of the terms. I also complained about the customer service/delay in processing and the extra details they requested.

I just need to decide who else to complain to now.....

I guess I am lucky that they haven't taken any money from my bank account - yet - like some very unlucky people who are actually deferred Keep fighting people.

I am still waiting. I sent an application to defer (not the form) which they received on 7th May, over a month before deferment expired. I followed this up by an email a few days before the expiry date in which I notified them I have changed banks and therefore have no DD. Got various please wait 7 days responses and was then asked to forward what I had sent by email which I did, got another we will get back to you in 7 days response. Called them on expiry day and was told someone was looking at my deferment application and not to worry about it. A week later I have sent them yet another email saying I have had no reply and I have been sent a deferment form by return. So I have sent them yet another email saying I applied for deferment over a month ago please reply!

In the meantime I have received a letter from 'legal counsel' saying they are looking into the issues raised in my letter and will reply in due course. It was an application for deferment, not a complaint! They are a shambles.

Dun dun duuuunn!!!

UPDATE.

So just to recap I am deferred until next June. After much tooing and froing and also getting the FOS on board too. I got successful deferement 2 days after I told Erudio FOS were involved.

Anyhow today. I have recieved a letter from them today saying they were upholding my complaint and an apology.

I complained about their crap customer service, the delays in process deferment applications etc. They said they "failed to deliver the level of service you should expect from us".

The letter again confirmed I was successfully defered until June next year. There was no mention about the CRA part of my complaint, but its a start.

Now they refered to ALL the correspondence I had sent (emails and signed for letters) also the noted I had gone to the FOS so I'm thinking that they perhaps have replied as a result of FOS neing involved. I don't know.

Anyway thats my story so far.

I have tried to post a picture of the letter. I'm not sure if it's readable or not..

Hello, I'm new to this forum, but hoping for some help.

I received a letter from SLC about them being non compliant and giving me reduction on my mortgage style student loan. The loan is stated as for the years 1995, 96 and 97.

I've not made any payment in the last 6 years or at all, as I've never met the threshold for payment.

I contacted SLC in past about my deferment and they refused to send me a deferment form, saying that I had reached the point where I could no longer defer and I had to start paying it back. I argued that I wasn't earning the threshold amount, but was told that didn't matter because I was no longer entitled to defer. I spoke to two different people at SLC, I figured it must be right. This contact was just over 6 years ago. Since then SLC have been chasing me for arrears from not deferring.

They employed debt collectors, I was forced to write to the debt collectors and SLC concerning these arrears, not the actual loan.
SLC still wouldn't send me a deferment form. And actually got a deferment from one of the debt collectors last year and deferred. This deferment expires in July.

I received the non compliant letter from SLC in relation to admin letters to me in the past. And loan was sold to Erudio.

I've made no correspondence to Erudio. The statement from Erudio states loans from 95 to 97.

I would like some advice on what my next move is. Do i send out a CCA letter, SAR letter or could it be statute barred? Or should I fill in only a few sections of the deferment form and send that in recorded delivery, but do I sign it or not?

Thanks for posting that powerpooh. I also had my complaint answer, which also avoided the key issues i mentioned. Still, thats all good for the ombudsman i guess. Shit service and complaint responses that avoid answering the complaint.

Erudio on You and Yours again today around 38.40 in www.bbc.co.uk/programmes/b046nvxv
Someone called Georgina Hayes speaking for them. Anyone know who she is and if she works for Erudio or Capita/Ventura/Arrow? Anyway, she said as a "responsible lender" Erudio "will" report loans to CRAs...however, who have they "lent" money to? They are a debt management company officially, but are a collection agency, so saying they are a responsible lender treating customers fairly is a slight lie i think. Can they be deemed a lender officially...anyone know?
The CRAs will be informed from what she has said, so we need to all keep complaining now and not let up because it will become an issue very soon i imagine.
She also touches on the childcare issue but i think they still have a wall up & they arent letting any light in.

Georgina Hayes uk.linkedin.com/pub/georgina-hayes/0/33b/5aa

Well, i found out who Georgina Hayes is, taken from Arrow Global Guernsey Holdings website:
Tom Drury, Chief Executive of Arrow Global, commented:

"We also extended our relationship with Experian and increased our proprietary PCB database to 13.4 million records at the end of June.

"We are committed to remaining at the forefront of the industry for compliance and risk management and our continuing progress in these areas was enhanced through the appointment (... &) Georgina Hayes to Director of Operations. Under their direction, our preparations for the transition of our principal regulatory body from the OFT to the FCA are progressing well."

14 August 2013

Not majorly important i know, but just so we know who we are dealing with, here is a short bio also from Arrow's website and why Arrow cherish her, and why she was touching on the issues she was today on You and Yours:

Georgina has 13 years experience in the delivery of operational business systems with specific expertise in the area of risk and mapping statute and regulatory guidance onto business processes. Prior to joining Arrow Global, she worked at LexisNexis, one of the leading providers of legal and regulatory content and systems solutions in the UK, where she ran a professional services team in the practice and productivity management division. Her primary focus was the delivery of business change incorporating new IT systems to legal firms in the debt recovery arena and regulatory public bodies. Georgina holds an honours degree in Physics and a PhD in optical electronics from the University of Manchester.

you got to it before me mandakl, i didnt see yours before i posted.

Sigh........an update on my situation and some advice please.

I'm a SAHM who back in March reluctantly filled in the form and sent a letter from DH and reluctantly sent in a backed out bank statement to prove that I get child benefit!!!! (HMRC supplied a new copy of child benefit award certificate but I received it too late for it to go in with my application)

Its now exactly 1 month after my original deferment deadline and the only correspondence I've had from them is a letter to say they will take money tomorrow. So I've called today and my deferment application is incomplete because I've not sent in a copy of my ISA interest (A grand total of £58.40 a year!!!!) I was told during my first call to them 2 months back that I didn't need this as the amount is so low.

They suggested that I let them take the DD tomorrow and I could claim the money back after deferment was granted, which I refused to agree to, so they have supposedly (hopefully) suspended my account.

So what I need to know is..... can I black out any details out on my ISA Interest certificate? I didn't mind them having account numbers etc for my current account as they have them anyway for their DD but I don't want to hand all my building society info onto them as I'm sure that's what they're after!

Wow so many posts! I'm glad others have found Eurdio to be underhand and difficult. I was in tears last night after rowing with them on the phone. They are referring me to a collection agency for £92 of arrears I've incurred - I've only incurred these arrears because they've come along and suddenly started demanding massive amounts of evidence to defer my loan.

My first letter stated I needed CSA maintenance statement form within the last month....I told them I was waiting for one, and would send it as soon as the CSA pulled their fingers out. The woman who rang last night told me a bank statement would have done! I asked why I wasn't told that when I emailed to say I didn't have all the paperwork they insist on!

I'm being told I have £92 arrears, because I didn't provide enough evidence before my deferment period ended. They wrote to me on 20th May saying 'please return these documents as soon as possible,' no mention that if it wasn't with them by 9th June, I'd be liable for arrears. I'd emailed and said I was waiting for documents to arrive in the post that I could send to them. I earn £200pm and £226 in maintenance, so I'm way way below the threshold.

The lady on the phone said I should have rung, I replied that everyone uses emails these days, so it was ridiculous of her to complain about my method of contacting them. She also didn't believe me when I said my husband sent SLs a generic letter once a year, stating that he financially supports me, and that SLs never once asked to see anything else!

What do I do about owing £92? Which I feel I've incurred only because they've been very unfair and not given enough time for me to gain evidence.

I have still had no written response beyond a standard holding letter from 'legal counsel'. I am sure they are going to ask for more evidence but I have no idea why it has taken them six weeks so far to not ask for it. I have drafted a complaint to send tomorrow, about their lack of response.

SheetPillow I'm a bit confused about what has happened to you. I think I would start by asking SLC to put in writing the status of your account as sold to Erudio. How much owing, what is deferred, how much arrears etc.