Residential Address country miss-match

I am the clerk. A member's record shows Residential Address/Country as "MEXICO" - which is correct. When the member signs on and checks Account settings/Personal Information/Country, it shows "New Zealand". Because the member's MLS and Familysearch are linked (I have checked) her Temple submission cards show her as living in New Zealand rather than Mexico. She has been told by Familysearch that only the clerk can change the country designation on her record. Because the record that I see is correct I can't find out how to change the New Zealand to Mexico. Can anyone offer help?

Just as a guess, have them log into FamilySearch, click on their name in the upper right, go to "settings". Switch to the "Contact" tab. Check the address and make sure it's formatted correctly. They can't change the country there, but they can change their address.

She might also try logging into ldsaccount.lds.org and see what country shows up there. If it's correct, then that would point to a problem in FamilySearch.