Dear Liz: Your recent answer to the reader who was trying to get a mortgage modification was on the money. The staff at our mortgage servicer is not only poorly trained but completely irresponsible. They promise personal representation, then never call again, and fail to answer voice messages left for them. There are no supervisors to answer difficult questions. They cannot (or will not) give criteria for approval. They give ever-shifting reasons for denial, but ignore the responses I have given. I have been trying for a year and will continue until I am approved. But what a terrible hassle. They must have some secret agenda for not doing these loan modifications.
Answer: There’s a lot of finger-pointing going on right now about why more mortgage modifications aren’t being done, but few would argue that lenders are doing a terrible job of communicating with their customers. You might want to consider enlisting the help of a housing counselor approved by the Department of Housing and Urban Development in your quest. The counselors’ services are free or low cost, and you can get referrals at http://www.hud.gov. Good luck.