I have the inside scoop

I happily worked for EDULINX for many years and I saw my share of stories and heard a lot of frustrated people.  I'd like to share some of my observations with you.

Some of my observations included:

- Customers (the people with the loans) were not very good keeping their files updated.  They often did not update their address.  Then would complain they did not get notice of repayment and didn't know they were behind in payments.  How would CIBC/EDULINX know where to find you if you didn't tell them?  I had no sympathy for anyone in this situation since if you were responsible enough to borrow and spend the money, you should be responsible enough to pay it back or at least change your address when you moved

- Paperwork - this has 2 parts

Customers - seemed not read things, especaily IR application forms as 70% of all applications are temporarly declined because the customer forgot something - usually to sign it or send the proper documentation.  70% is a scary number.  I know the applications and letters are difficult to understand but blame the government for that one.  They write and/or approve every letter that is mailed by EDULINX.

EDULINX - has over 30,000 documents - faxes, letters & e-mails enter the building every day.  Most get processed but you're right - some do get lost.  A huge tip - make sure you get the fax # for the correct department - less chance it will get lost this way.  Always put your name and SIN or loan # on every page you send in.

Customer Service Reps. - generally great people who want to help.  Being mean to them or yelling won't get you anywhere.  If you want them to help you, get them on your side and you'll be amazed how far it will go.  All call centres have high turnover and EDULINX is no exception.  This can lead to some CSR's giving inaccurate information.  Not to mention - the government changes guidelines on student loans at least once a week.  The poor CSR needs to update themselves all the time to keep on top of all the changes.

 

Student Loans in General. 

Could it be any more complicated?  Apply here.  Go to Canada Post to get a form, send it somewhere different for processing.  God forbid you have loans before and after 2000/2001.  You could have up to 3 different service providers and 5 different payments each month.   Jump through hoops for Interest Relief.  Deal with up to 3 different collection agencies if you miss a payment.  Get transfered all over the place.  The system needs an overhaul.  Talk to the government on that one.

Hope you enjoyed the inside story.

 

WELL SAID JOHNNY!!! 

former:

I think that most of us who have had to deal with collectors have started out being as polite as possible.  But I speak for myself when I say that being polite and willing did ABSOLUTELY NOTHING.  So your advice goes both ways.....yelling and shouting at their "customers" will not get them anywhere either. You claim that most are "generally great people who want to help".....hmmmm not the norm on this site!  Read a bit and you will see that most stories about collectors are the same "he told me I had to borrow" "she said they would sue" (all lies).  I personally haven't read ANY good posts concerning SL's or their collectors.  What does this tell you?  And if by some chance you find one, what is the ratio of good vs. bad?  I am not saying that there aren't some bad apples out there, not wanting to pay at all for no reason....i'm sure there are, but a collector should get to know their "customer"  before making a haste judgement on them.   I certainly gave my collector the benefit of the doubt when she called me, but thanks to this site I realized she was lying to me from the get go.  So now I come here to get informed of my rights before I have to deal with her.  I have evey intentions of paying my loan, but I will NOT be harrassed in the process.

Formeremployee:

Let me add to Johnny's comments by stating that I was an 11-year employee of the CIBC. In other words, I learned how to cross my t's and dot my i's.

And my forms were repeatedly lost.

Edulinx apologized and offered to make restitution. Too late, however...I'm under consumer proposal protection now, my credit destroyed.

I am also 43 years old and a parent of a child about to enter Student Loan hell. If I had problems with my extensive banking experience, what hope does a 17 year old have?

By the way, Johnny...I will be in contact with you. Just need my life plans finalized first -- they're in the hands of another government bureaucracy!!! *sigh*

Poly

I also think that the government should have better foresight than to put a system in place where all the onus is on the student to check up on whether or not their loans are being processed properly. Truth be told, a lot of these students going for their first loans are basically still children coming from underpriveleged backgrounds who have never held bank accounts, never mind having financial savvy to take on the Canadian banking system if a problem does arise.

I would like to applaud the Liberals for one thing, their efforts to educate new students on the process (CanLearn) and bugeting is commendable. Too little, too late, but a step in the right direction.  Having said that, we have to remember who this system is supposed to be helping and put their needs first.

  

My apologies to formeremployee then.  I have never had to deal with Edulinx and just assumed them to be another collections agency.

Just a note to clarify a few things.

 

EDULINX is owned by CIBC.  It is managed completely separately from CIBC although it does report into the CIBC Boad of Directors.

 

EDULINX is a service provider that bids on contracts with all governments in order to service student loans.  EDULINX has 3 clients.

CIBC - All federal and some provincial loan issued prior to 2000/2001.  Currently issues loans for the province of NB.

Outsources collections - Loans that are 1 day late are handled by CIBC Collections Management Services.  If you called and your loan was 1 - 5 payments behind, this is where you would be transfered. (Few exceptions)  Once your loan is up to date, the EDULINX call centre would handle your loan.  If your loan is more than 6 months in arrears, a collection agency would be assigned to collecting the loan or at least the outstanding interest.  These collection agencies are given a lot of freedom.  If you have a concern with the way you are treated by them, file a complaint with CIBC student loans who will look into the matter.

 

National Student Loans Service Centre (NSLSC).  Issues loans for the federal government (for public schools only, since 2000), ON, SK (both since 2001) & NF (since 2004).

Outsource collections are handled by Tricura.  Tricura is a separate company but it is owned by EDULINX.  Again, once the payment is one day late, Tricura has the loan, payments are up to date, it comes back to EDULINX.  All this is done electronically.

 

AB Government - Issues AB Provincial loans (since 2001)

Outsource collections handled by Tricura.

 

BDP and EDULINX do not have any type of contracted relationship.  The federal government has awarded BDP the contract to service loans for people who attend private schools.  Another strange thing on the part of the government if you ask me.  Why the separation?  As I did not work for BDP, I have no idea about their computer systems. 

 

Statement of Accounts - again,  not the decision of EDULINX.  This is a government decision.  The government says a yearly statement (comes with your tax rcpt.) is enough.  Any others have to be at the customer's request.  EDULINX would probably love to send a statement because a) less calls as mentioned earlier and b) they could bill the government for this service.

 

Hope this clears up some confusion.

 

 

formeremployee,

I'm not sure if you still check up on this site but I have a couple questions:

Do you know anything of the Edulinx bid for the NSLSC? 

Can I get photocopied records they have on my account? 

Thanks.

Do you know if Edulinx wants to renew the contract with the government?  Also, do you know who at CIBC supervises Edulinx?   My sources who work on the executive floor at CIBC with all the VP's have never heard of Edulinx - must be some top-secret organization. 

A copy of the notes - that's exactly what I want.  Shorthand - do you mean I need a legend to decifer them?

Also, I'd be interested to hear any stories or other info you may have.  Are they aware of this site?  What's it like to work there?

Thanks.

I appreciate your time posting info on this topic.  You have provided very interesting and useful information.

Buzz around here has it that a lot of people have left Edulinx.  Any comment?

More questions:

When putting in a bid for CSLP, how much money are we talking here?

Were you in management or on the front lines answering the phones?   I take it you still keep in contact with your colleagues at the company. 

Does management really want to get things done right?  Does Edulinx  want to correct it's mistakes, or acknowledge them?  I was fed bad information over the phone, and as a result, the loan went into default.  But I can't prove what was said over the phone because there was no recording of it.  So in your experience, what is the best way of resolving such a dispute?  Anyone in upper management with sympathies to our situation? 

Thanks.

EDITED BY ADMINISTRATOR:

ZAFIRES COMMENTS REPLACED WITH:

How can you say all of this? You cant predict the future... blah blah blah... Edulinx made all of these claims too... look where it got us.

Yet I hold out some hope that this mess will one day be cleared up.



Edited by administrator