Erudio - forms not received, they want money!

[CloserThanYesterday]

Apologies first of all, I know there's a massive thread (or three!) but I've been trawling through them and getting more confused!

I had a welcome letter from Erudio, and then nothing more.

Now I've had a phone call to say I'm in arrears and need to pay £84 as my deferment period is up.

I explained I hadn't received deferment forms and would happily fill them in if they sent them out again.

They told me I would need to make this payment in the meantime, otherwise I'd be in breach of the agreement and they would demand full payment. They would refund this when my deferment was accepted.

I asked why I should have to pay, when it isn't my fault they haven't sent me the deferment forms, but he was having none of it.

We left it that I could have two weeks 'grace' to go away and check out my position before paying anything.

Does anyone know where I stand here? Should I pay the arrears and then chase for the refund after the deferment goes through? Or hold out based on the fact that I genuinely hadn't received anything from them?

Thanks for any advice!

I'm a little confused by what you have said, but I'll do my best. I'm not sure what the £84 is for, is that previous arrears or current?

I got a deferment form with my 'welcome letter'.

You need to register a complaint with them immediately and get the deferment form filled in. It is extremely unlikely they will refund you any money once they have it, a complaint supposedly stops any money being taken for three months. They can take ages to put a deferral through, in the meantime they will take money from you.

You could try posting on one of the threads you mentioned (I know it's hard to keep track of them!) or you could try your local CAB for more advice. I'm not sure if I've posted anything helpful or not but that is what I would do in your position. You clearly have grounds for a complaint.

Thank you very much! That's great advice, I'll get a complaint lodged straight away. I still haven't had any forms through!

I didn't make it clear that the £84 is because the deferment is now late, and payments should have started.