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Hi thank you for your message, if you have not done so already you can raise a formal complaint with student loans, they state they will acknowledge your complaint within 5 working days of receiving it. The team will the investigate your complaint and provide a response within 15 working days of receipt. If you are unhappy with the response you can ask for a senior manager to review your complaint. Beyond that if your complaint still remains unresolved, you can ask for it to be escalated to an Independent Assessor where they will carry out an impartial review. This is the final stage of the SLC complaints process. I hope this helps, if you can please accept my answer and rate me 5 stars (in the top right of your screen) then Just Answer will credit me for helping you today.