Erudio Student Loans and Direct debit

A question about : Erudio Student Loans and Direct debit

I had a call from Erudio last week saying I was in arrears and requesting that I set up a new direct debit and make a card payment for the missing payment. I checked my bank and could see that a direct debit was in place but the guy on the phone said someone at Erudio had done something and they couldn't take the payment. I refused to give payment details over the phone and requested a letter be sent. I also said I'd cancel the direct debit showing up on my bank account and he said I couldn't as they wouldn't be able to take any money, even with the new direct debit.

I now have the request for a new direct debit mandate and am hesitant about sending it. Does anyone know about these things and if I'm correct in setting up another one?

They are threatening to report me to the credit rating agencies over one missed payment which is their fault!

Best answers:

• There is a very in depth help thread here -> https://forums.moneysavingexpert.com/....php?t=4923210
• They said this to me too - there was a d/d set up but they couldn't claim on it for some reason which they never explained to me.
  Bunch of idiots who cant seem to get anything correct - read the thread Fermi has linked & then make a decision....
  Best of luck!