Complaint Review: Green Tree Mortgage - St. Paul Minnesota

My mortgage was through National City until I received a letter stating that they were being bought out by PNC.  After contacting them 2 weeks ago I discovered that my loan was actually transferred to Green Tree - I have yet to receive anything in the mail.  I have a 730 credit score, and have never missed a payment on anything.  I bought a house in Nov. 07 whilst making very good money, but I was let go in Sep. 08.  Not long after, my boyfriend lost his job to the economy, and we began to struggle to make the $2250 mortgage payment.  During this time, my house lost $100,000 in value, but I am being told that I cannot get a balance reduction.  My boyfriend had to move back to AZ for work, and my mother moved in to help me.  I went back to school after losing my job and was surviving off unemployment, my savings and my mother.  I contacted Nat. City and they gave me a little information, and made payment arrangements for me for that month, as I was behind.  They sent me a loan mod package, but I was told that they were going through a transfer and it may be better to hold off on the paperwork until that was complete. In the meantime I contacted the 1-800-HOPE hotline, to take advantage of the free 'help' available through the government. They determined that I was eligible for a loan mod, depending on Nat City of course.  However, all they can do is provide little info and do a 3-way call with you to your lender, if you need help with them.  I received a call from a Green Tree rep (Joaquin)a few days ago, and was answering all his questions believing that he was in loss mitigation.  He kept telling me that I needed to pay my bill, and that they wouldn't help me unless I brought my loan current.  (Nat. City had told me that they couldn't help me unless I was at least 30 days late!) When I told him I had a loan mod package from Nat City, he told me that he didn't think that would work but would not tell me what I did need.  He became more and more condescending and rude, he did not listen to anything I said as he just spoke over me, and eventually I was shaking and in tears.  I asked him to let me speak to another rep - he refused.  I asked for his supervisor - he refused.  My friend was with me, and so he got on the phone and very calmly told Joaquin that we would like to speak with someone else. Again - he refused.  My friend had the same problem with him, in that he could not get a word in.  My friend reiterated that we obviously had a 'personality clash' and that it would be better if I could deal with someone else.  Joaquin still refused, saying that it was my 'personal problem'!  We got nowhere so we hung up.  I tried to call back to get a supervisor, but the call rang through to him (even through the 800 number -clever huh!)  Eventually I spoke to a supervisor by using another phone, and he was nice !  I told him that I refused to deal with Joaquin, and asked that he review the call.  He told me what paperwork to get together, and that he would call me 2 days later to go over it and make a payment arrangement. Never happened! Joaquin called me the day after the supervisor should have - again asking for a payment arrangement.  I told him that I was working with someone who was helping me through this, (meaning the gov. program) but before I could even finish he said 'you're talking to him'.  I asked him why he had to be so difficult and that he didn't even know what I was talking about.  I told him that I was working with his boss, to which he replied that I had worked with his boss ONCE, and that he was sure his boss didn't tell me to stop paying!  AGAIN, I told him that I was fully aware that I need to keep paying, as I had done so for the past 15 years -hence my good credit.  I told him that if I had the money we wouldn't be talking, and that's why I need a loan mod.  Not to mention the fact that I was a Finance Mgr and know all about loans and credit.  Again, he was rude and condescending so I hung up.  I called -1-800 'hope' again in tears.  I couldn't get my counselor, so after some pushing I talked to another rep.  She was very nice, and got on the phone to Green Tree with me.  We talked to 'Pat', who kept saying that he couldn't help because he wasn't the acct. mgr.  He said we HAD to deal with Joaquin who was in collections.  The 1-800 hope rep had as hard a time as I did getting any info out of Pat, and at one point had to tell him that there was no reason to yell at us.  He said we could not deal with anyone else, and Joaquin was unavailable.  He said that they would not send out loan mod paperwork until they determined IF I was eligible.  He said that he didn't know if they had any programs for "these loans".  He then said that any paperwork I did send had to go through guess who...Joaquin - and HE would decide whether it should go to loss mitigation ! I then said to the hope rep "do you see what I mean, they won't give us ANY info" - to which Pat replied that he could see why Joaquin had such a hard time with ME! So the hope rep asked for a supervisor - Pat said they were all at lunch.  He then transferred us to...Joaquin! He was just as difficult, and said that they would have to determine elgibility over the phone before sending out any paperwork, but they couldn't do that until POSSIBLY Monday as the conversion was still not complete.  He then told the hope rep that I was uncooperative and that there was still the matter of the delinquent loan!  I replied that I had tried to cooperate, and that all he had to do was look at my credit to see that I am not a person who does not pay my bills.  He kept arguing, talking over me - by this point I am again in tears.  And there is NOTHING that Obama's wonderful-waste-of-time "Hope" program can do!  Can you imagine what would happen if I got all my paperwork together and sent it to Joaquin ?  Wait - they won't even ACCEPT any paperwork.  I told Joaquin and the "hope" rep that this is why people are being forced to pay lawyers and loan mod companies - but the "hope" rep kept telling me not to pay anyone.  Any ideas then, because I'm out of them.  I don't see how I could get this done on my own, as intelligent as I may be - because Green Tree obviously has no intention of helping anyone.  So I am also forced to pay for help - what now Obama ? How do they get away with this?