Facing Foreclosure - Is Your Lending Institution Ignoring You?

Earlier this month there was a great deal of hoopla by both politicians and the banking industry about the changes being made so that people facing foreclosure could deal with their situation better; either by refinancing, modifying their home loan or in extreme cases making an orderly  transition when the homeowner needs to surrender the property back to the Lender. 
On the way to work this morning I was listening to the news which featured a story about a woman faced with foreclosure who was assigned to a specific person to speak to regarding her mortgage.  Every time she called the lending institution and dialed her loan number she was automatically routed to this individual.  The only problem was that this individual never answered the phone and never returned a phone call.  She must have been frantic since there is a short window of time to seek action before foreclosure actually takes place. There did not seem to be anyway around this employee.  When reporters contacted the lending institution all of a sudden this homeowner was given someone new to contact and the lending institution said they were taking disciplinary action.  Seems to me that it shouldn't take a call from a national news organization to get this lending institution to help one of it's customers and  speak to a live person.