Review Time
This company is actually ran by primatesHad to phone them atleast 5-6 times, complaining about accounts that don't even exist and for some reason need their passwords reset. Links not working, constant errors and the people on the phone can barely speak English sometimes. I was hung up on by one of them. Constant 40 minute calls about one simple thing shouldn't have to happen.
This company is actually ran by primatesHad to phone them atleast 5-6 times, complaining about accounts that don't even exist and for some reason need their passwords reset. Links not working, constant errors and the people on the phone can barely speak English sometimes. I was hung up on by one of them. Constant 40 minute calls about one simple thing shouldn't have to happen.
I don't think i've ever dealt with such an inadequate company and supposed "helpline". No one had any information, and they refused to pass my call on to someone who would be bale to ask my basic questions. When they finally realised they'd made a mistake and i was due a refund, they told me it would take 28 days to process and when i asked why, they couldn't asnwer me
I don't think i've ever dealt with such an inadequate company and supposed "helpline". No one had any information, and they refused to pass my call on to someone who would be bale to ask my basic questions. When they finally realised they'd made a mistake and i was due a refund, they told me it would take 28 days to process and when i asked why, they couldn't asnwer me
It must be the most incompetent institution I had ever dealt with. As everyone is saying, contacting them outside of the UK is borderline impossible. First, I had contacted them in February. I was told to re-aply. In May, they have told me I am not entitled to tuition, but I should make an appeal. I have made the appeal, and later on contacted them after the deadline for their response. I was told to wait a little longer. I have waited additional week, and called again. Then I was told to upload another appeal, and wait additional 3 weeks. And as everyone mentions here, they are stuck in the last century. Who communicates via letters in 2023.
It must be the most incompetent institution I had ever dealt with. As everyone is saying, contacting them outside of the UK is borderline impossible. First, I had contacted them in February. I was told to re-aply. In May, they have told me I am not entitled to tuition, but I should make an appeal. I have made the appeal, and later on contacted them after the deadline for their response. I was told to wait a little longer. I have waited additional week, and called again. Then I was told to upload another appeal, and wait additional 3 weeks. And as everyone mentions here, they are stuck in the last century. Who communicates via letters in 2023.
Awful communication. They’re still stuck in the past sending letters out that may or may not reach you. Then when you try and contact them it’s almost impossible to get through, especially if you now live outside of the UK.Definitely time for them to join the rest of the world in the 21st century and start using email communication and correspondence.
A lot of the reviews here seem to be very negative, so I wanted to say that I had a more positive experience.I had a problem with arrears being added on my account even though I had already sent SLC documentation showing that I had left my job and was living off savings. When I called I got through to someone almost immediately named Gabriella. She was very helpful and polite, she looked at my account and identified the problem fairly quickly. She took ownership of the problem, told me to check back in a few weeks and if the arrears were still there then to call up and ask to speak to her again. I check back a few weeks later and sure enough, the arrears on my account are gone. The whole process only took 20 minutes and was fairly painless, I just had to wait on hold for a while. Honestly the level of customer service I received from SLC was a lot better than what I get from most other companies who just tell me to check their website/download the app/speak to a chat bot. At least the SLC will let you speak to a human being!I can see my experience was the exception to the rule here, maybe I just got lucky and got through to the one person in Glasgow who knows what she is doing!
A lot of the reviews here seem to be very negative, so I wanted to say that I had a more positive experience.I had a problem with arrears being added on my account even though I had already sent SLC documentation showing that I had left my job and was living off savings. When I called I got through to someone almost immediately named Gabriella. She was very helpful and polite, she looked at my account and identified the problem fairly quickly. She took ownership of the problem, told me to check back in a few weeks and if the arrears were still there then to call up and ask to speak to her again. I check back a few weeks later and sure enough, the arrears on my account are gone. The whole process only took 20 minutes and was fairly painless, I just had to wait on hold for a while. Honestly the level of customer service I received from SLC was a lot better than what I get from most other companies who just tell me to check their website/download the app/speak to a chat bot. At least the SLC will let you speak to a human being!I can see my experience was the exception to the rule here, maybe I just got lucky and got through to the one person in Glasgow who knows what she is doing!
I've had to call for support six times, and each time my brain melted, to say I was disappointed and left unhelped was an understatement. And then today I had the pleasure of talking with Garry. The call was answered in seconds and within one minute he had already helped me more than every other support staff combined. I never leave reviews but Garry deserves the recognition, so if you need anything and have the ability to be transferred ask for Garry. Thank you Garry.
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Student Loans Company is a non-profit making, government-owned, organisation in the United Kingdom; providing loans and grants to students in further and higher education.
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