Laraine, I will email you directly, but we have a loan mod business, are investors, and had our real estate business wiped out by hurricane Katrina. We've been close to losing everything and the banks don't care. You need a thick skin to deal with them, but that said I will share some info to take the fight back to them.
Not only are we doing loan mods on residential and commercial properties we are also pursuing administrative remedies on 5 mortgages and are in the process of rescinding all 5. One of them is with BofA (as assignee for Countrywide Home Loans).
Most of the people you deal with are incompetent, lose files all the time, and most likely the work is being outsourced.
I can and will go over you options and if you go it alone make sure yoiu are properly educated about how the game works. I'll email you now.