I was offered a loan modification that would lower my payment, while doing this they put my payment in a hold status then sent the money into a escrow account. Without my knowledge or permission. When I got the next bill it showed I missed a payment and added a late fee, along with letters and phone calls. My first call today, they informed me I had to prove the check was cashed. When I called back the person I got did not need this and passed on about the escrow account and could not change it. I was then passed to another clerk and got the same thing, but did pass me on a blind call to the escrow section, where I was iinformed there was no account. After being passed again I got some woo knew their job and cleared it up in 15mins. That’s after being on the PH for almost 2 ½ HRS. When I asked for a manager or director they said there were none. When I asked for a number of someone to call one number went to a FAX and the other a line not in use. Planning to file a complante with the Illinois attorney general's office.