New Mexico Student Loan Guarantee Corp.

Attached is a letter sent to the borrower on May 23, 2017, explaining what specific dates were reported negatively and that the reporting was correct The letter also explains why the reporting was correct ThanksKerry

Complaint: ***
I am rejecting this response because what you are saying is simply not trueI did receive non-stop phone calls at work, my elderly parents received nonstop phone calls at their homeI requested and submitted a deferment while my loans were undergoing consolidationIt's curious that NMSL makes it difficult for consumers to submit the documentation they need, there are no online options to do so as are at every other institution -all documents must be mailed or faxedAfter realizing my deferment was not processed, I submitted a payment which was returnedUnfortunately, it appears others here have had the same experience
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

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notified NMSLGC of the error in the telephone number, and we updated our records to indicate that the number was no longer valid.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 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- 8/1-2015 the account was
past due. In the months of April, June and August,...

the account was 60 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 8/10/2015
complaining about the frequency of calls and stating that she was in process of
consolidating her loan. She 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 8/10/2015.  A payment
from the borrower in the amount of $104.00 was received on 8/11/2015 and was
refunded back to the borrower. (Since the
consolidation had paid off the balance).
The borrower contacted us on 4/28/2016 to complain that the
negative credit reporting in August of 2015 was preventing her from getting a
mortgage. The borrower was advised that the reporting was accurate and could
not be changed. She 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, 2015 but the consolidation
payment was received on August 10th, 2015).
In regards to the frequency of calls to Ms. [redacted]’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 day. If 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-

New Mexico Student Loans has reviewed the above referenced complaint. We regret any inconvenience that has occurred as a result of efforts to reach our borrower. This place of employment was provided to us as a point of reference and contact by the borrower. Since this is a federal loan, it is...

very important we establish contact in order to divert any derogatory consequences. Diligent 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 successful. In 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.

Attached is a letter sent to the borrower on May 23, 2017, explaining what specific dates were reported negatively and that the reporting was correct.  The letter also explains why the reporting was correct.  ThanksKerry