Complaint Review: Coldwell Banker Mortgage-PHH

I have gotten the run around from this company for over two years.  I have begged for helped of any kind-to help lower my payment.  After being put in touch with PHH for help, they lost my paperwork several times, said I never sent several necessary items (which I had copies to prove I had ) etc. etc. etc.  After many months of this game, they turned me down for help.  Several months later, I call because I ran out of payment coupons and requested more.  They gave me an address where to send my payment in the meantime.  A month later-still no payment book.  After calling again, I am told there is a hold on my account so they never sent the book.  Could they not see this the first time?  Why the hold??  I have never missed a payment nor have I been late on my account yet I have been charged a late fee, and they refuse to lower my interest rate after being a perfect customer for 8 years.  I also have shown them I have a reduction of income of over $1500/mth but I guess that is not enough of a hardship.  I even wrote they White House to deaf ears !!!  Why will no one help the middle class???  All I want is a lower interest rate on my house that has lost a value of $70,000  so I have some extra money to make necessary repairs.  I am a single, educated mother with 2 children in college trying to make it.