Cheerfulness

Cheerfulness is in rather short supply. Early last year I decided I would like to take a degree course in psychology. I decided on the university and contacted them. I didn't have the required entry grades and it's been some years since I studied so they, not unreasonably, wanted me to prove myself with some modules. I applied and was accepted to study, then I applied via UCAS to study full time and they made me a Conditional Offer. I accepted. In January I started the process of applying for student finance. It seemed simple enough. The correct forms were filled in and correct evidence supplied. In April we moved and I updated all my contact information. In May I undertook my final exams and passed with a good average. I met my conditions and shall be starting my full time degree with Oxford Brookes this coming September.

Last month I checked my application for finance and was a little concerned that it was still showing that my evidence was outstanding - as I'd sent my marriage certificate, official translation (it's in Spanish) and passport I was a little concerned. A harrowing phonecall to Student Finance England revealed that they thought they'd lost my documents. I was distraught, it was a couple of weeks before my fifteen wedding anniversary and the thought that they might have misplaced such a valuable document reduced me to tears. My details were passed to their "Retrieval" team to resolve. Thankfully the Friday before our anniversary ( 12th July) my documents returned safely, to our new address. Panic over. Or so I thought.

17th July, Sarah rings me to discuss my application - they've finally (even though I originally gave them the information) realised I've previously used Student Finance - back in '93 when I did an HND. They now want to link my two accounts for full traceability. They have all my details and it just makes sense. Apparently. Only now I need to send them my birth certificate so I can prove I'm who I say I am. It sounds farcical but I agree to do it - if that is 'their' system. I duly get my birth certificate verified that its true and send it off. I log on the system today to see how it's all going, only my details are no longer there. No application for funding for this year... I panic. Another phone call, this time to Katy, who assures me she will sort it all out for me. Today. She says this eight times during our conversation. So, that phonecall to merge my accounts apparently resulted in the mother of all c**k ups. Student Finance England, who have seen my marriage certificate are now using my maiden name. Last used in 1998, to change it to my married name requires me to send the certificate back to them. They also have changed my new address back to my old address - even though I don't live there. This is also where they have 'returned' my birth certificate to. I'm now in tears. Again. They also have me down as not requiring funding for university...

Apparently my account is now being passed to the "Resolve" team to correct the anomalies, and yes, they'd like me to supply further documentation - I'm thinking this is just so they can lose it.

I appreciate there are a lot of applicants for funding, and that this must be a very costly system to administer, but surely they could do it without making such a pigs ear of it.

In the mean time I'm just sitting and feeling very upset with how I've been treated, and I hate the fact that at the end of this very distressing phonecall I was told really jovially "Thanks for calling". That was just an insult, so yes, cheerfulness is currently in short supply.