ComplaintsforThe NHHEAF Network Organizations

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm not liable for any debts with Granite State management because I have no contract with them or any of their subsidiaries or with their parent company. Despite numerous demands they have not provided me with a copy of any alleged contract with them. I respectfully demand this account be removed from my credit account immediately.

  Business response

  02/02/2024

  Granite Edvance Corporation (Formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources) is unable to locate the complainant in our system using the name, email address, telephone number, and mailing address provided.  In the event that Ms. ************** had a Federal Direct Loan that was previously serviced by Granite State Management & Resources on behalf of the US Department of Education, her account would have been transferred, with all the other Direct Loans that we previously serviced, to EdFinancial Services.
  
  As a result of that transfer Granite Edvance Corporation no longer maintains the authority to access information related to Federal Direct Loan accounts. We recommend that Ms. ************** direct any questions to the new servicer, EdFinancial Services. EdFinancial’s contact information is:

  Edfinancial Services
  P.O. Box 36008
  Knoxville, TN 37930-6008

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: I'm providing proof that this company has been damaging my credit for years and they need to stop. They are absolutely responsible for removing their ugly marks from my credit. Thank you for your assistance

  
  Sincerely,
  
  ********* **************

  Business response

  02/14/2024

  Complaint#: ********

  Granite Edvance (Formerly New Hampshire Higher Education Loan Corporation and doing business as Granite State Management & Resources) appreciates the additional information provided by Ms. **************.  The additional information included communication sent to her by GSM&R regarding the missed payments and the potential for negative credit reporting, as well as the complaint she filed with the Consumer Financial Protection Bureau which was responded to by GSM&R in September of 2018. Based on this information, it appears as though Ms. ************** was delinquent on her student loan account due to missing multiple payments in 2018. A delinquency at the level noted in the response to the CFPB complaint, that Ms. ************** provided, would have been reported to the credit reporting agencies.
  

  As previously stated, Granite Edvance Corporation no longer maintains the authority to access information related to Federal Direct Loan accounts. We recommend that Ms. ************** direct any additional questions to the new servicer, EdFinancial Services. EdFinancial’s contact information is:
  

  Edfinancial Services
  P.O. Box 36008
  Knoxville, TN 37930-6008

  Customer response

  02/19/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Edfinancial Services is not named on my credit. Therefore Edfinancial Services has nothing to remove. Granite State under any name old or new needs to remove any and all of their own information from my credit and should have in 2018 as that is when they sold the debt. They clearly admit they no longer have anything to do with my account and have not since 2018, so they need to remove all of their information from my credit. This is 100% on Granite State under any name to remove any and all of their own names as I owe them nothing and they clearly stated as much. Granite State under any name is committing securities fraud and theft by continuing to exploit my credit and my social security number. It is as of 2018 no longer their business, whatever accusation they've leveled against me, and they need to remove their information, every last bit, immediately. THEY ARE IN VIOLATION OF THE FAIR CREDIT REPORTING ACT BY ACTING IN DISHONOR AND COMMITTING SECURITIES FRAUD. 

  Sincerely,
  
  ********* **************

  Customer response

  02/20/2024

  Additionally, Granite State under any name refused to provide any proof that I owe debts. They did not provide any original loan applications that I demanded and have every right to, any proof of where the alleged loans came from such as me actually being the creditor or if the alleged original "lenders" "loaned" me securities from other people, any allonges or endorsements by the alleged original lenders, any proof I authorized the transfer of these alleged securities to them or any other "lender", nothing. They have no claim, start to finish. Why would anyone pay any bill when there is no proof of debt? It also says on my credit that their entries are to be removed in August of 2023, if they were even legitimate entries. It's now six months later and they refuse to remove their entries. It's almost like they want revenge or something equally unprofessional, discriminatory, and illegal. 

  Business response

  02/28/2024

  As of March 31, 2022, Granite Edvance Corporation (formally known as Granite State Management & Resources) no longer holds or has access to any documents belonging to the U.S. Department of Education. All documents previously retained by Granite State Management & Resources were transferred to EdFinancial Services. Derogatory credit reporting due to missed payments remain on the credit report for 7 ½ years from the date the account was first reported delinquent. If Ms. ************** is looking for loan documents to substantiate the debt, we recommend she reach out to the U.S. Department of Education. Contact information for the U.S. Department of Educations is:
  
  U.S. Department of Education
  **********
  Federal Student Aid Information Center (FSAIC)
  1-800-433-3243
  

  Business response

  02/28/2024

   

  Additional information to the consumers 2nd part of consumer's rejection of the response provided on 2-14-24 -

  Ms. **************’s debt is with the U.S.  Department of Education, Granite State Management & Resources (now known as Granite Edvance Corporation)) was a contracted loan servicer at the time of the credit bureau reporting in question. Information previously provided by Ms **************, regarding missed payments, was indicative of the delinquent reporting on her student loan account in 2018 by Granite State Management & Resources. Under the Fair Credit Reporting Act, information furnishers like Granite State Management & Resources are required to accurately report payment information. Based on the available information, it appears that Granite State Management & Resources fulfilled that requirement.

  As previously stated, Granite Edvance Corporation (formally known as Granite State Management & Resources) no longer maintains the authority to access information related to U.S. Department of Education Loan records. We recommend that Ms. ************** direct any additional questions or document requests to the U.S. Department of Education. Contact information for the U.S. Department of Educations is:
  
  U.S. Department of Education
  **********
  Federal Student Aid Information Center (FSAIC)
  1-800-433-3243

  
  

  Customer response

  02/29/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: No one is asking formerly GSM to access my records. They need to remove all of their entries from my credit report. This is a simple request and requires an immediate and simple removal of their entries from my credit report. They are no longer involved and have no complaint regarding alleged late payments. The screenshot is from my TransUnion report where all entries show that they are to be removed in August of 2023. They are clearly violating the Truth In Lending Act with their claims of contracts with others instead of directly contracting with me, and they are abusing and violating the Fair Credit Reporting Act by refusing to comply with. I will be sure to include all of their messages and excuses when I file an IRS complaint against them. 

  
  Sincerely,
  
  ********* **************

  Customer response

  02/29/2024

  They are long overdue in removing their entries from my credit reports, as show in this screenshot from TransUnion. They must remove all entries immediately. 

  Customer response

  03/04/2024

  As GSM has their info on my credit, they need to remove their info. They never proved that I owe any money at all. I demanded all original loan applications and transfers of money and they didn't provide a single document that proved loans were taken out in my name. It's not up to any other corporation to remove GSM info. GSM says they no longer service these alleged loans anyway so they need to remove their info from my credit, all entries. Immediately. Their claims of late payments on loans they couldn't prove exist are an excuse to punish me. This violates consumer protection laws, the Truth in Lending Act, and the Freedom of Information Act. If GSM refuses to remove their name from my credit, every last instance of it, I will have no choice but turn them into the IRS and the SEC for fraud. LAST CHANCE.

  Business response

  03/06/2024

  As previously stated, Granite State Management & Resources (now known as Granite Edvance Corporation) was a U.S. Department of Education contracted loan servicer. The contract between the two entities is no longer active. All records and authority to access information related to the U.S. Department of Education loan records by Granite Edvance is no longer allowed.

  Once again, Granite Edvance recommends that Ms. *************** contact the U.S. Department of Education for documentation confirming her debt or additional information at:
  

  U.S. Department of Education
  ********** Federal Student Aid Information Center (FSAIC)
  1-800-433-3243

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied for public student loan forgiveness in April of 2022. once my application was processed though student aid . gov my loans were transferred from GSM&R to Student Aid and then to Mohela. GSM&R forgot to update the national student loan database. so my loans were doubled. one set with GSM&R and one with Mohela. after my application not being processed for 18 months and multiple phone calls / hours of being on hold someone finally found out what happened. Mohela said GSM&R didn't update the database back when I applied and was accepted. Now because of that the Dep. of Education has not calculated my payments and I have to begin paying my student loans this month. I've made the 120 qualifying payments in 2017 since the program back dates to 2007.

  Business response

  10/11/2023

  Granite State Management & Resources (GSM&R) has reviewed Mr. ******’s account in order to better understand his inquiry. GSM&R previously serviced Mr. ******’s Federal Family Education Loan Program (FFELP) Consolidation loan that was originated January 6, 2004.
  
  According to our records, the loan was paid in full by consolidation on July 29, 2022. As of the date of this response, there is no outstanding loan balance with GSM&R.
  
  A review of the account shows that GSM&R first spoke to Mr. ****** regarding this matter on September 15, 2023. On September 18, 2023, GSM&R had informed Mr. ****** by telephone and email that GSM&R reviewed the National Student Loan Data System (NSLDS) and confirmed that the records were not updated as anticipated. GSM&R worked with the guarantor (Trellis) to update the loan balance and status on NSLDS. On September 17, 2023, NSLDS was updated to reflect that the loans associated with GSM&R are reporting with a $0 balance and are showing paid in full through consolidation as of July 29, 2022. GSM&R is no longer listed as a current servicer on any of his outstanding Federal loans. During those communications, GSM&R apologized for any inconvenience and frustration this had caused him.
  
  In regards to PSLF eligibility, GSM&R is unable to speak to the PSLF determination that Mr. ****** received from his current servicer. GSM&R would encourage Mr. ****** to contact his current servicer, MOHELA with questions regarding PSLF.
  
  GSM&R would like to extend their sincere apologizes again for the delay in updating NSLDS to reflect the consolidation that occurred in 2022.
  
  We hope Mr. ****** finds this information helpful.
  
  If Mr. ****** has any additional questions, he should be encouraged to contact us at:
  
  GSM&R
  **** *** **** ******** ** ********** **************

  Customer response

  10/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3 Loan groups provided in 2004 by GSMR. Loan A totaling 5002.98 in 2003/2004, Loan B totaling 5002.98 in 2004/5 and loan C totaling 5000 in 2005. The total loan amount of 15006.96. On 6/14/2022 I had paid 15063.08 in total payments to GSMR. GSMR has been unresponsive in resolving my loans and are now stating that I still owe them 15029.85. I have payment history indicating that I have paid back my total loan amount. In the time since my communication with GSMR they have since agreed to sell their companies and now I have a new company that is stating they are moving all my loans under their business. GSMR is unresponsive and I am filing a formal complaint as noted.

  Business response

  11/16/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. ********** account in order to better understand his inquiry. GSM&R is currently servicing three private TREE loans for Mr. ********. Each loan had an original loan amount of $5,000.00 and were disbursed in October 2003, July 2004, and April 2005 to fund his post-secondary education at ******** College. The loans converted to repayment in June 2007 following Mr. ********** departure from school.  The loans were disclosed with a loan term of 240 months and a first payment due date of July 15, 2007.  The current balance that Mr. ******** still owes on these loans is $15,057.44.   
  
  Mr. ********** TREE loans are variable rate loans and accrue interest on a daily basis.  Mr. ******** began his repayment period using the Standard Repayment Plan and requested to enroll in the Graduated Repayment Plan option in November 2010. Graduated Repayment is designed to start with smaller, more affordable payments that gradually increase with every 24 payments made through the remainder of the loan term.
  
  The election of the Graduated Repayment Plan, in addition to inconsistent payment history and the use of payment suspension options, has resulted in a slower pay down of interest and principal for Mr. ********.  Mr. ******** has used approximately 24 months of Economic Hardship Deferment, three months of In-School Deferment, and one month of Administrative Forbearance to postpone his payments.  Interest continued to accrue during these payment suspension periods, and unpaid accrued interest was capitalized, added to the loan’s principal balance, following the end of the deferment or forbearance periods, which increased the total amount owed.
  
  In addition to this inquiry, on November 7, 2022, Mr. ******** called and emailed our Customer Service Department detailing his concerns and requesting that GSM&R consider his settlement offer. Other than these recent inquiries, Mr. ******** has not communicated with GSM&R since February 2019. Please be advised GSM&R has not transferred ownership of its companies, and will continue to service Mr. ********** loans.
  
  GSM&R will be sending Mr. ******** a copy of his payment history as well as the Master Promissory Notes.
  
  We hope Mr. ******** finds this information helpful to understand his current balance on his loans serviced by GSM&R.
  
  If Mr. ******** has any additional questions, he should be encouraged to contact us at:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

  Customer response

  11/18/2022

  
  Complaint: 18365417
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ******* ******** ***

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am currently a Co-Signer on a school loan for my granddaughter (****** *****). She graduated from St. Anselm College in Manchester N.H. in the Spring of 2015. Since the Fall of 2015, she has been teaching in the *********** school district. ****** has been making her school loan payments in full every month and on time. The policy of GSMR is that a Co-Signer can be released from the loan after 24 months if the following are met: On-time Payments for 24 consecutive months - was met by Nov. 30th 2021. Credit Score > 749.... ******'s score is 806 She is not in default on any loans nor subject to any foreclosures or unpaid taxes or repossessions She surpasses the income requirement of $30,000 by 150% We provided both W-2s and Current Pay stub to confirm her income After contacting GSMR in Dec. 2021... they emailed me the request form to be filled out and returned. The Cosigner Release Request form was mailed out and received by GSMR in mid January with all the information requested. A couple of phone calls were made to GSMR to check on the status of the request but to no avail. It is now April 8th, almost 3 months since they've received the request and over 4 1/2 months since the 24 consecutive payments were made timely. We now have 29 consecutive payments made. Their review process is quite straightforward. Thus why does it take months to review and either approve or disapprove the request with explanation. Maybe this is part of the reason they only have a 2 star rating with many negative reviews. I would appreciate any assistance you can provide in getting this Cosigner Release Request processed and approved. Thank You in Advance Normand Poisson

  Business response

  04/22/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. ********* account in order to better understand his inquiry. GSM&R is currently servicing a private loan for ****** ***** (borrower), for which Mr. ******* is the cosigner.
  
  According to our records, GSM&R received the request for cosigner release on January 14, 2022. We are in the process of reviewing the request which includes verifying that the borrower’s FICO score meets eligibility requirements. While our third-party loan origination partner is able to access credit to originate new loans, our access to validate borrower credit information for the purposes of cosigner release has been unexpectedly interrupted. As a result of this interruption, we have established an exception to allow the borrower to provide evidence of their FICO score from any free credit report.
  
  This exception was communicated to the borrower on March 24, 2022. On April 12, 2022, a manager left a message reminding the borrower to provide the necessary FICO score evidence. The information provided by the borrower on April 15, 2022, was deemed insufficient as it did not include any identifying information for the borrower (i.e. name, address etc.). GSM&R has made multiple attempts (email and phone) to request sufficient documentation but, as of today April 22, 2022, the additional documentation has not been received. Once it is received, we can proceed with the cosigner release request.
  
  GSM&R sincerely apologizes for any frustration that this has caused. This is not the manner in which we intended this process to occur. We fully intend to honor the request for release as expected upon validation of the borrower’s credit information.
  
  If there any additional questions, Mr. ******* and/or the borrower are welcome to contact our office:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

  Customer response

  05/03/2022

  
  Complaint: 1704****
  
  I am rejecting this response because:
  

  I accept part of their response... but I'm not accepting the fact that they've had the application in their hands for almost 4 months now and we still do not have an answer.

  Back in mid December of 2021, we received the application for Co-Signer Loan Release. In reviewing the application, we were not sure how to answer a couple of questions... thus on Dec. 27th, I sent GSMR an email with the following content:

  Hi
       I'm in the process of filling out the subject form that was sent to me last week. I have a couple of questions related to the form
     1)  What is meant by Loan Group /
           Number ?   I only see account
           number on the monthly
           statements.
      2)  What type of income 
            documentation do you need...
            A Pay stub ?
      3)  Do we need to supply the credit
            score or do you retrieve that
            yourself ?
  
  Thank You in Advance for your reply
  ******* *******
  

  
  On Dec. 28th, 2021, I received the following reply from GSMR:

  To:   ******* ** *******
  Thank you for your inquiry.
          o The term Loan Group is used to label individual loans if several loans have taken by the borrower and                                 co-maker.  You and your borrower, ****** ***** have only taken out one loan: Group A under the loan number.
          o The best income documentation would be a tax return, W2 form, or a paystub from the borrower. If a paystub is                 submitted please label it with the frequency the borrower is paid under.
          o The credit score will be retrieved by the department reviewing the application.
       
  Sincerely,
  Granite State Management & Resources

  
  Notice the 3rd bullet from their reply above.  We were originally told they would retrieve that information, thus we did not provide it along with the application. In their most recent reply, they stated that their access to credit information was unexpectedly interrupted. OK...  But... for how long ?.. Days ? Weeks ?  They contacted ****** almost 2 months after they had received the application from us. Ashley provided them the FICO score as requested, but they then followed up again with a request to include her full name and address with the FICO score. That information was provided to GSMR  on April 26th, 2022... and we are still awaiting a reply from them. 

  
  The application process appears to be quite simple... as a 1 page form is filled out and forwarded to GSMR along with attachments requested. We provided all the information as requested of us which they received on Jan. 14th. 2022. It is now May 3rd, 2022... Just shy of 4 months waiting.  It's quite a simple request for which the information should be able to  be verified in a few days or a week's time... not 4 months... or more.

  
  Thank You for Your Assistance To-date
  ******* *******
  

  Business response

  05/13/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. ********* account in order to better understand his additional inquiry regarding our initial response.
  
  GSM&R received the additional documentation from the borrower that was needed to verify her FICO score. As a result of that additional information being received, GSM&R completed the cosigner release review and approved the request. On April 27, 2022, the approval was processed and the approval letter was sent to Mr. ******* and the borrower. On May 5, 2022, GSM&R submitted an Automatic Universal Data (AUD) request to the National Credit Reporting Agencies to remove this loan’s trade line from his credit. It is important to note that this can take up to 30 days for the credit reporting agencies to reflect this status on his credit report.
  
  We agree with Mr. ******* that the processing of this application should not have taken this long to complete. Under normal circumstances this process occurs timely, however, this unexpected interruption did not have a quick or simple solution, which unfortunately created this delay in the review process. This is certainly, not how we intended this process to occur and fully understand his dissatisfaction.
  
  GSM&R would like to take this opportunity to apologize again for this delay and the frustration that this caused him.
  
  If there any additional questions, Mr. ******* and/or the borrower are welcome to contact our office:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

  Customer response

  05/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17045722, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  03/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I co-signed with my daughter a student loan through this company. As of January this year, we are required to start paying back on this. Because I'm the co-signer on this I have received NO email communication, just harassing phone calls in which I have spoken to my daughter about because she is the only one that can set up an online account with auto pay. Because this company had her email wrong(her college email) it was next to impossible to set up online payments. My daughter only could do this after she received a collection notice in the mail. My daughter immediately paid the past due balance and and an extra month and set the account up on auto pay finally however this company reported the none payment to the credit bureau which resulted in a 200 point drop on my credit!! For over 20 years I have never been late on any payments and my credit score was almost 800 and because of this its 598. This is unacceptable as I want them to send a good faith letter to the reported bureau retracting the delinquent account and making sure my credit is in good standing. Attached is the confirmation of payment and auto pay that has been set up. Please have them confirm back to me when this is all taken care of as this is seriously affecting the ability for us to consolidate our 4 loans into one so my daughter isn't in debt for 20 years after graduating!

  Business response

  04/01/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. *********** account in order to better understand his inquiry. GSM&R is currently servicing a private loan for his daughter, for which Mr. ********* is the cosigner. This loan was disbursed in October 2020 and eventually converted into repayment in November 2021 once GSM&R received notification from the school that the borrower had graduated. The first payment due date was December 18, 2021.
  
  GSM&R reports private loans as delinquent to the Credit Reporting Agencies, when they become 60 days or more past due. Based on our review of the account, the loan reported negatively to the Credit Reporting Agencies on February 28, 2022 due to non-payment. GSM&R made multiple efforts beginning January 3, 2022, to contact the borrower and Mr. ********* via telephone to notify them of the accruing delinquency prior to the reporting. Additionally, GSM&R mailed delinquency notices to both the borrower and Mr. ********* at 15 and 30 days' delinquent.
  
  GSM&R had two phone conversations with Mr. ********* on January 3, 2022 and January 18, 2022, during which GSM&R representatives advised him that the account was past due and if the delinquency was not resolved, negative credit reporting would occur on the loan after it became 60 days past due.
  
  On February 9, 2022, the borrower created an online account through GSM&R's Manage My Account (MMA) portal. Two payments were received for this account on March 11, 2022 and March 18, 2022 to bring the account up to date. The Fair Credit Reporting Act (FCRA) requires data furnishers to report accurate data to the Credit Reporting Agencies. Considering the account was greater than 60 days' delinquent at the time the account was reported negatively to the Credit Reporting Agencies on February 28, 2022, the negative reporting is valid and will remain.
  
  If Mr. ********* has additional questions regarding her account, he is encouraged to contact us at:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708
  

  Business response

  04/18/2022

  Granite State Management & Resources (GSM&R) has reviewed Mr. *********** account in order to better understand his additional inquiry. GSM&R is currently servicing a private loan for his daughter, for which Mr. ********* is the cosigner.
  
  As previously stated, GSM&R reports private loans as delinquent to the Credit Reporting Agencies, when they become 60 days or more past due. The loan reported negatively to the Credit Reporting Agencies on February 28, 2022. According to our records, GSM&R received two payments, one payment effective on March 11, 2022 brought the account up to date and resolved the delinquency. The other payment that was effective on March 18, 2022, was the first auto debit payment made to satisfy the monthly payment due on that date.  Further review of the account shows that GSM&R did not receive any email or phone correspondence from the borrower indicating that the email address on file was invalid nor did the borrower advise that she was having difficulties creating a Manage My Account (MMA) profile in order to make her monthly payments. She successfully established her MMA profile using the same Gmail address that GSM&R had on file which was originally provided on the loan application.
  
  GSM&R as a data furnisher, has an obligation to report complete and accurate information to the credit reporting agencies.  Considering the delinquency information reported was accurate, the reporting will remain.
  
  If Mr. ********* has additional questions regarding his account, he is encouraged to contact us at:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

  Customer response

  04/20/2022

  
  Complaint: 17045***
  
  I am rejecting this response because: 

  I’ve never been late with a payment in over 20 years and this is a miscommunication on all parts. I am demanding a letter of good faith to my credit bureau as their reporting dropped my credit 200 points. I will settle for nothing less than a letter of good faith to the reporting credit agency. 

  
  Sincerely,
  
  ***** *********

  Business response

  04/29/2022

  Granite State Management & Resources (GSM&R) has received Mr. *********** rejection regarding our previous response.
  
  As previously stated, GSM&R reports private loans as delinquent to the Credit Reporting Agencies, when they become 60 days or more past due. The loan reported negatively to the Credit Reporting Agencies on February 28, 2022. While we certainly understand Mr. *********** frustration in the drop of his credit score, GSM&R, as a data furnisher, has an obligation to report complete and accurate information to the credit reporting agencies. GSM&R has determined that the reporting is valid and the delinquency information reported was accurate. Therefore, this reporting will remain on the account.
  
  If Mr. ********* has additional questions regarding his account, he is encouraged to contact us at:
  
  GSM&R
  P.O. Box 2097
  Concord, NH 03302-2097
  1-800-719-0708

• Initial Complaint

  02/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This account inaccurately reported from my credit report in 3 credit bureaus like Equifax, Experian and Transunion. GRNTE DIR LN *************** Date Opened:10/04/2016 The postings on this account was inaccurate and misleading also. I already reached out to them but still now there were no responses also sent disputes to the Credit Bureaus.

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/25) */ Granite State Management & Resources (GSM&R) has reviewed Ms. ******'s account in order to better understand her inquiry. GSM&R previously serviced two Federal William D. Ford Direct Stafford student loans in Ms. ******'s name on behalf of the U.S. Department of Education. These loans were disbursed on October 4, 2016, to fund her education at ******** College and were later transferred to the U.S. Department of Education's default servicer in December of 2019 following a period of delinquency due to non-payment. GSM&R's final reporting to the Credit Reporting Agencies of Ms. ******'s loans occurred following the transfer of the loan to the Department of Education's default servicer. As required, this reporting included information pertaining to the transfer of her loan as well as the status of the loan at time of transfer. Through further research, we have identified that the GSM&R tradeline is no longer reported by Experian and Equifax. Accordingly, GSM&R is reaching out to TransUnion regarding consistency of reporting across the Credit Reporting Agencies. If Ms. ****** has any questions regarding the status of her loans, she can contact: The Default Solution Group (***) ******** ************************

• Initial Complaint

  02/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Made a series of payments totaling approximately $1000 while in chapter 13 which was recently discharged. Upon exiting Ch 13, student loan payments were to resume in January 2022. Received a letter stating that GMSR was capitalizing $1500 in unpaid interest. Reviewed my account information and saw that none of the payments from the trustee to GSMR were applied and no 1098's from those years were available to me for tax purposes. The unapplied payments would have reduced the amounts of capitalized interest as well as my outstanding loan balance. Contacted GMSR by phone and they said they could see a couple of payments on the account but couldn't explain or didn't know why they weren't listed under activity. In addition, they didn't know why I hadn't a received 1098. They requested the payment details, which I sent immediately. I received a return call where they said that my payments weren't applied correctly and they couldn't see them because they sold my account to Trellis and weren't in possession of it for a number of years. Called both Trellis and GMSR and found out that Trellis owned my account for 6 weeks beginning in October of 2021-December 2021 at which time GMSR repurchased it. GSMR then asmitted that it was weeks and not years. Requested in writing that my 1098's be issued as well as payment history updated and corrected with (reduced) interest charges and appropriate capitalized interest removed. At this time GSMR stopped responding. Last week they issued 1098's for 2021 and it says i made no payments. There were 7 payments made in 2021. GSMR should immediately update and release my 1098's, adjust my balance and provide me with all interest calculations to show the accrued interest and then credit my account accordingly as I requested in writing. The balance should be closer to $6000 than $8000.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/11) */ Granite State Management & Resources (GSM&R) has reviewed Mr. *****'s account in order to better understand his inquiry. During the time that Mr. ***** was in active bankruptcy, the loan was required to be serviced by the guarantor New Hampshire Higher Education Assistance Foundation (NHHEAF) and subsequently Trellis Corporation who took over as guarantor for NHHEAF in October of 2021. In December of 2021, the loans transferred back to GSM&R for servicing as the bankruptcy had ended. GSM&R is currently servicing two Federal Family Education Loan (FFEL) Stafford loans for Mr. *****. During the bankruptcy period the guarantor received fourteen payments from the bankruptcy trustee, beginning in September of 2018 through late 2021. The total amount of payments was $915.68. While Mr. ***** was in bankruptcy, the account continued to accrue interest and all payments were applied as required by federal regulations, first to accrued interest, next to outstanding fees, and then the remaining to the principal balance. Because the dollar amount of the payments was not enough to cover the accruing interest, none of those funds were applied to principal, however, they did serve to reduce the amount that would be capitalized at the end of the bankruptcy forbearance period. A letter was sent to Mr. ***** to provide details about the forbearance and the capitalization that occurred. In regards to the 1098's that Mr. ***** mentioned within his inquiry, the total amount of payments made by the bankruptcy trustee did no exceed the limit of $600.00 for the given calendar year. Per IRS guidelines, a 1098e is not required to be issued if the payment amounts reported were less than $600. Mr. ***** can request a copy of the XXXX XXXXe form. According to our records, Mr. ***** had not previously requested 1098e forms for any prior years. As of February 3, 2022, Mr. ***** had a phone communication with a manager who provided further clarification in relation to his inquiry. Since then, the manager has attempted follow up, however, she was only able to leave message. He is encouraged to contact us to obtain that additional follow up information. GSM&R P.O. Box **** Concord, NH *****-**** 1-***-***-**** Consumer Response /* (2000, 7, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I re-financed my loans with GSM&R. I was laid off on a temporary time frame due to Covid. I applied for a temporary forbearance on my loan on March 29, 2020. They did not reach me to tell me I had an error on how I completed the paperwork. I called them to check on the status and they said I need to re-do the form. I sent it in on 06/02/20. It was approved on 06/29/20. The letter states and they verbally told me that April & May were covered with no penalties or issues. Now they have reported that I was delinquent in April & May and I am unable to get aa loan for my current schooling. I have always paid them. I am currently paying them. All I am asking is for them to correct this error to my credit report. The supporting documents are attached. The rep verbally told me that I was right but they refuse to update the information.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/09) */ Granite State Management & Resources (GSM&R) has reviewed Ms. ******'s account in order to better understand her inquiry. GSM&R is currently servicing one private refinance loan for Ms. ******. GSM&R reports private loans as delinquent when they become 60 days or more past due. Based on our review of Ms. ******'s account, her loan reported negatively to the Credit Reporting Agencies on May 31, 2020. Before and during this period of delinquency, GSM&R made efforts to contact Ms. ****** via telephone calls and postal mail to notify her of the accruing delinquency on her account. In April of 2020, Ms. ****** called into GSM&R Customer Service expressing difficulty making payments because she wasn't working due to COVID. She requested Economic Deferment paperwork be sent to her for completion. According to our records, Ms. ****** initially submitted an Economic Hardship deferment application on April 27, 2020. GSM&R reviewed the application and it was denied due to conflicting income information. On April 28, 2020, GSM&R Customer Service attempted to reach out to Ms. ****** by phone to notify her of the denial but was only able to leave a message. On May 12, 2020, GSM&R sent a letter to Ms. ****** explaining the denial reason and advised that she needed to provide clarification on income and a delinquency letter was sent on May 17, 2020. After additional attempts to contact Ms. ****** on June 3, 2020 (by phone and email), June 4, 2020 (certified mail) and June 18, 2020, Ms. ****** called into GSM&R Customer Service and a representative explained the deferment denial and that she needed to submit a new application. GSM&R subsequently received the updated application and self-certifying statement of no income on June 26, 2020. The Economic Hardship deferment was applied to the account to cover any past due payments on June 29, 2020. It is important to note that retroactively applied forbearance and/or deferment does not remove any prior negative credit reporting. Two letters were sent on June 29, 2020 advising that the deferment was approved and an administrative forbearance was applied prior to the deferment. Additionally, the deferment approval letter noted that it would not remove any derogatory credit reporting that may have occurred prior to the date the request was received. The Fair Credit Reporting Act (FCRA) requires data furnishers to report accurate data, the reporting is valid and **** remain. If Ms. ****** has any questions about her account, we hope that she **** contact us at: GSM&R P.O. Box **** *******, NH *****-**** 1-***-***-**** Consumer Response /* (3000, 7, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The application was not initially processed because I made a mistake by entering an amount of what I was making up to that point in the gross income amount instead of a zero. I never received a message or had any notification that I had an error on the application. The representative I recently spoke with on the phone verified "no contact had been made but that they had notes of attempting to contact me". I am not sure if they had my old address on file at that point. I had to follow up on the status to find out that it wasn't processed. I resubmitted it on 06/02/20. On the phone, I was verbally told it would cover the period back through the original date of 03/29/20 and I would not have any issues. Now I am having major issues because of one blank being incorrectly filled out on the initial form. The deferment approval letter dated states, "we have applied an administrative forbearance to your student loan(s) to cover any delinquent or current payments due prior to the start of your deferment, forbearance, or new payment plan." The deferment approval letter does not state that it would not remove any derogatory credit reporting that may have occurred prior to the date the request was received as they are stating. Business Response /* (4000, 9, 2022/03/04) */ Granite State Management & Resources (GSM&R) has reviewed Ms. ******'s account in order to better understand her rebuttal inquiry. As previously stated within the initial response sent on February 9, 2021. GSM&R received Ms. ******'s initial Economic Hardship deferment application on April 27, 2020. GSM&R had reviewed the application and it was denied due to conflicting income information. In April and May of 2020, GSM&R Customer Service had attempted to reach out to Ms. ****** by phone to notify her of the denial but was only able to leave a message because the calls were not answered. On May 12, 2020, GSM&R sent a letter explaining the denial reason and advised that she needed to provide clarification on income. Delinquency letters were also sent on April 17, 2020 and May 17, 2020, which included warnings that the delinquency **** be reported to the national credit bureaus. GSM&R subsequently received the updated application and self-certifying statement of no income on June 26, 2020. The Economic Hardship deferment was applied to the account to cover any past due payments on June 29, 2020. There was also an administrative forbearance that was applied to the period of delinquency prior to the requested deferment period. This retroactive forbearance and deferment do not remove any prior negative credit reporting. After the deferment and forbearance were applied, GSM&R sent two letters to the address on the account, which was in Wildwood Missouri, on June 29, 2020. The approval notice that Ms. ****** is referencing within her rebuttal inquiry is pertaining to the administrative forbearance was applied to the account for the delinquency period prior to the requested Economic Hardship deferment. The "deferment approval letter" referenced in our initial response, which was not included by Ms. ****** within this inquiry, indicated that the deferment had been applied and that it would not remove any derogatory credit reporting that may have occurred prior to the date the request was received. Based on these account details, GSM&R reflected the accurate late payment information to the credit bureaus as of May 31, 2020 and **** remain on her account. If Ms. ****** has additional questions regarding her account, she can contact us at: GSM&R P.O. Box 2097 Concord, NH XXXXX-XXXX X-XXX-XXX-XXXX Consumer Response /* (4200, 11, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) No letter was received in regard to: The "deferment approval letter" referenced in our initial response, which was not included by Ms. ****** within this inquiry, indicated that the deferment had been applied and that it would not remove any derogatory credit reporting that may have occurred prior to the date the request was received. I included the information I received. I have not seen any other letter. I never received any information other than the final approval letter which does not state that it. The derogatory information wasn't prior to the date of the request. The date of the original request was March 29th. Business Response /* (4000, 13, 2022/03/25) */ Granite State Management & Resources (GSM&R) has reviewed Ms. ******'s account in order to better understand her additional rebuttal inquiry. GSM&R understands Ms. ******'s frustration and concerns with the credit reporting in relation to her private student loan account. As previously mentioned, our records indicate that Ms. ****** reported negatively to the credit bureaus on May 31, 2020. When Ms. ****** completed her Economic Hardship deferment application she had requested a deferment start date of March 29, 2020. GSM&R received a valid application from Ms. ****** on June 26, 2020. On June 29, 2020, the deferment was approved and backdated to the requested start date of March 29, 2020. Because the loan was delinquent at the time of the reporting, the report is accurate and **** remain. GSM&R has reviewed the applicable call recordings; GSM&R confirmed that there was no information provided by our Customer Service department that suggested to Ms. ****** that negative credit reporting would be removed as a result of this deferment approval. If Ms. ****** has additional questions regarding her account, she is encouraged to contact us at: GSM&R P.O. Box **** Concord, NH *****-**** 1-***-***-****

• Initial Complaint

  10/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent a letter to GRANITE STATE MGMT - DIR last August 24, 2021 just asking for help, a gesture of goodwill and I know It's the obligation I have to overcome but due to COVID-19 Pandemic I failed to settle that obligation. I just turned 18th this year, still a student and yet facing this hardship in doing the best I can to turn my credit score in best status. And yet GRANITE STATE MGMT - DIR is not responding to my letters, I have been waiting like forever just waiting for their response. I am filing a complaint for such a reason that they are ignoring me, just trying to get my credit score corrected and updated to OK but still doing the best I can to continue my monthly obligation. Thank you, the details are stated below: GRNTE DIR LN *************** Date Opened: 08/28/2017 Balance: $1,331.00

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/04) */ Granite State Management & Resources (GSM&R) has reviewed Mr. *********** account in order to better understand his inquiry. GSM&R previously serviced one Direct Loan for Mr. ********* on behalf of the Department of Education (the Department). GSM&R reports Direct Loans as delinquent when they become 90 days or more past due. Based on our review of Mr. *********** account history, his loan reported negatively to the Credit Reporting Agencies during September 30, 2019 through December 30, 2019 due to non-payment. During these periods of delinquency, GSM&R made many efforts to contact Mr. ********* via telephone calls and postal mail to notify him of the accruing delinquency on his account. GSM&R did not have any successful contact with Mr. ********* during this delinquency period. On January 4, 2020, Mr. ********* had opted to repay his loans utilizing Automatic Debit by applying through GSM&R's online portal, Manage My Account (MMA). Based on that information, GSM&R processed the automatic debit request and applied an administrative forbearance from June 2019 through December 2019. This forbearance brought the account up to date. It is important to note that this retroactive administrative forbearance does not remove any prior negative credit reporting that occurred on the account, as it was accurate at the time of reporting. GSM&R has received several credit disputes from Mr. ********* through the Credit Reporting Agencies in January of 2021, February of 2021, March of 2021, and May of 2021. GSM&R responded to each dispute advising that we reviewed his account and determined the reporting and account status for each period was accurate. Additionally, GMS&R received communications from Mr. ********* in June of 2021 and August of 2021, GSM&R responded to both communications. The responses included that we researched the account and determined that the information furnished to the Credit Reporting Agencies was accurate. The Fair Credit Reporting Act (FCRA) requires data furnishers to report accurate data, the reporting's are valid and will remain. Accordingly, GSM&R is unable to grant Mr. ********* a good will adjustment to his credit. If Mr. ********* has supporting documentation to show that the reportings that we have submitted are not accurate, we would like to encourage him to submit the documentation for further investigation. Because his loan has recently been transferred to Edfinancial, any future inquires or documentation submittals should be directed to: ****************************************************************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Delete all late payments on this account. I have not been supplied proof under the doctrine of estoppel by silence, *************************************** I may presume that no proof of the alleged debt nor therefore any such debt in fact exists. I have disputed this debt with the credit bureaus and it came back verified i have since then contacted the company and haven't received a response. Where are the documents that your company used to verify that you are reporting these accounts accurately? What is the name of the person in your company who verified the accuracy of this account? What documents did they use to verify them? Please provide me with the name of that individual, their company title, and telephone number as well as copies of the documents that they used to verify that this disputed item are being reported accurately.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/21) */ Granite State Management & Resources (GSM&R) has reviewed Ms. ****** account in order to better understand her inquiry. GSM&R is currently servicing two ******* *. **** Direct Stafford Student loans (Direct Loans) for Ms. **** on behalf of the Department of Education (the Department). These loans were first disbursed in August of 2017 to fund an education at Purdue University Global. GSM&R reports Direct Loans as delinquent when they become 90 days or more past due. Based on our review of Ms. Cook's account history, her two loans reported negatively to the Credit Reporting Agencies on October 31, 2018 and November 30, 2018. During this period of delinquency, GSM&R made many efforts to contact Ms. **** via telephone calls and postal mail to notify her of the accruing delinquency on her account. Prior to this reporting, there were no requests for deferment or forbearance, nor did Ms. **** make a payment to bring the account up to date. On December 10, 2018, Ms. **** called into GSM&R Customer Service to request a repayment plan change to Graduated Repayment. Based on that information, GSM&R processed the repayment plan change and applied an administrative forbearance from July 22, 2018 to December 9, 2018. An additional forbearance was applied to provide 30 days' notice for the new payment amount. The first forbearance resolved the delinquency and brought the account up to date in order for GSM&R to process the new repayment plan. It is important to note that this retroactive forbearance does not remove any prior negative credit reporting that occurred on the account. GSM&R received several Automated Credit Dispute Verifications (ACDVs) from the credit bureaus dating as far back as December of 2018. GSM&R responded stating that we researched her account and determined that the information furnished to the Credit Reporting Agencies, during this time, was accurate. According to our records, GSM&R has not received any direct disputes from Ms. Cook in relation to credit reporting. GSM&R is required by the Fair Credit Reporting Act (FCRA) to report accurate data. As such, GSM&R has validated that the negative credit reporting's are accurate and will remain. If Ms. **** requires any additional information from GSM&R, we hope that she will contact us at: GSM&R ******** **** *******, ** *****-**** 1-***-***-****

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