New Mexico Student Loan Guarantee Corp

New Mexico Student Loans is focused on providing the best possible service to our borrowers We have reviewed the concerns outlined in this complaint and found the following: From the period of April 1/2015- 8/1-the account was past dueIn the months of April, June and August, the account was days or more past due and was reported to the credit bureau accordingly During that time many calls were placed to the borrower to resolve the delinquency without success No contact was made until the borrower sent us an e-mail on 8/10/ complaining about the frequency of calls and stating that she was in process of consolidating her loanShe was offered an arrangement at that time; however her consolidation payment posted later that day The NMSL Student loan account was paid in full by consolidation on 8/10/ A payment from the borrower in the amount of $was received on 8/11/and was refunded back to the borrower(Since the consolidation had paid off the balance) The borrower contacted us on 4/28/to complain that the negative credit reporting in August of was preventing her from getting a mortgageThe borrower was advised that the reporting was accurate and could not be changedShe claimed the account consolidated in August and thus should not have been reported as delinquent (The account was reported accurately as delinquent on August 1st, but the consolidation payment was received on August 10th, 2015) In regards to the frequency of calls to Ms***’s parents, we have checked our history of calls that were placed to the telephone numbers on record while the account was delinquent and found no examples of a number called more than once per dayIf the borrower will provide the telephone number called and the dates of the calls, we would be happy to investigate the issue further Thank you-

To Whom It May Concern: New Mexico Student Loan Guarantee Corporation (NMSLGC) is contracted with [redacted] to provide default prevention servicing for borrowers that are delinquent on their federal student loan payments To perform our servicing activities, we receive information from a national student loan data provider, administered by the Department of Education This information includes telephone numbers provided by the students, schools and federal loan servicers The telephone number currently belonging to Mr [redacted] was received in February 2015, from the data provider and is documented as having been provided by the borrower In March 2015, Mr [redacted] notified NMSLGC of the error in the telephone number, and we updated our records to indicate that the number was no longer valid The federal data provider continued to provide the same number as being a valid number of the borrower Based on this reporting the number was changed back to valid in the system and calls resumed We are apologetic that we have communicated with Mr [redacted] erroneously To prevent any further communication, we have removed the telephone number belonging to Mr [redacted] and placed the account in a “Do Not Call” state This state will override the information provided by the federal data provider and will ensure that contact with Mr [redacted] does not resume when the next file update is received We have contacted the College and requested they contact the Loan Servicer and data provider to update their records concerning the invalid number Sincerely, Melissa D [redacted] Director, New Mexico Student Loan Guarantee Corporation On Behalf of: Michael N [redacted] President, New Mexico Student Loan Guarantee Corporation

New Mexico Student Loans has reviewed the above referenced complaintWe regret any inconvenience that has occurred as a result of efforts to reach our borrowerThis place of employment was provided to us as a point of reference and contact by the borrowerSince this is a federal loan, it is very important we establish contact in order to divert any derogatory consequencesDiligent efforts are required to reach our borrowers to advise them of their options While we make every effort to contact our borrowers on their primary phone, it often becomes necessary to use other numbers when that is not successfulIn this case, the primary number was called three times more often than the business number Again, we apologize for the inconvenience to [redacted] and its staff and will remove their phone number from our calling records