Sponsor details received but not showing on my account.

Hi SFE,

I've just phoned customer service, and I feel extremely stressed now after I've come off the phone. My partner supports my application, and his details were received on 19 June (as confirmed in his account and by email). Still, I've been told this is not showing on the student finances' own records, and I've been asked to fill in a PFF2 form and upload it into my account as evidence. This now means I might not get my payment in time for the school year as well as be able to confirm my LSF. Is there any way I can expedite this since it is no fault of my own?? We are filling the form now, but you need to fix your system if you are not receiving applications in full.

Hi there. Have you been told that the form isn't on his account or your account, or both? Thanks, Leah.

Reply 2

Sd_vipz

OP

2

Original post by Leah SLC

Hi there. Have you been told that the form isn't on his account or your account, or both? Thanks, Leah.

Hi Leah, The person I spoke to didn't specify and just said that they couldn't see it and I would have to fill the form. I phoned up because it was saying not completed on both our accounts but when my partner clicked the button to complete it just says thank you for submitting your information. I thought that was just how it appears while processing the application.

Hi there. I would maybe contact us again to look into this. Unfortunately, we can't do this on social media. The PFF2 forms are currently taking around 20 working days to process. You would still receive the minimum payment first while we are processing the PFF2 if it won't be processed in time for your course starting. Thanks, Leah.

Reply 4

Sd_vipz

OP

2

Hi SFE - Unfortunately I have still have not been paid. I've been told its an 'internal error' and they cannot give me a time frame. I am calling every week for an update but Im constantly told the same thing. I am so stressed and I don't understand why I am being given no information at all. My application was submitted before the deadline and I completed all of my actions, my partner uploaded his information online, then when I called (if i hadn't called I would never have known) and was told there was a problem (error) I sent in the PFF2 straight away - its now been over 6 weeks since i sent it in. Please can you give me any more information on what I can do to receive even the non means tested amount while they process my application - I thought this was standard even for late applications. Also please tell me where I can put in a complaint because this is absolutely unacceptable. I have a child and Im having to borrow money with no idea when this will be resolved - at no fault of my own!

Original post by Sd_vipz

Hi SFE - Unfortunately I have still have not been paid. I've been told its an 'internal error' and they cannot give me a time frame. I am calling every week for an update but Im constantly told the same thing. I am so stressed and I don't understand why I am being given no information at all. My application was submitted before the deadline and I completed all of my actions, my partner uploaded his information online, then when I called (if i hadn't called I would never have known) and was told there was a problem (error) I sent in the PFF2 straight away - its now been over 6 weeks since i sent it in. Please can you give me any more information on what I can do to receive even the non means tested amount while they process my application - I thought this was standard even for late applications. Also please tell me where I can put in a complaint because this is absolutely unacceptable. I have a child and Im having to borrow money with no idea when this will be resolved - at no fault of my own!

Hi there,

What were you advised when you last called us?

Thanks,
Claire

Reply 6

Sd_vipz

OP

2

I called again today and I was told there is an internal system error, minimum payments are not given with internal errors and that there was no time frame. The person I spoke to had no empathy for my situation and i feel so frustrated. Can you give me any inkling on why this is happening, why its taking so long, why I don't get any updates and why its not possible to have the minimum payment in the mean time?

Original post by Sd_vipz

I called again today and I was told there is an internal system error, minimum payments are not given with internal errors and that there was no time frame. The person I spoke to had no empathy for my situation and i feel so frustrated. Can you give me any inkling on why this is happening, why its taking so long, why I don't get any updates and why its not possible to have the minimum payment in the mean time?

If there is system error on the account/application, it's correct we can't release any payment. The team will be trying to resolve this as quickly as they can so we can then make payments to you. There is no timescale for this so its correct the advisor couldn't advise further on this. I would suggest speaking to the university welfare advisor's to see if they can help you until this has been resolved.

Thanks,
Claire

Sponsor details received but not showing on my account.

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