Shirley Burnell, a community activist from Oakland, Calif., has been trying to get her subprime loan restructured since 2007.
She never missed a payment, but the adjustable rate mortgage she got in 2004 shot up to a monthly payment she could no longer afford.
First she provided documents without getting any response, then she was denied in April by her servicer, Bank of America, for not providing documents it never actually asked for.
Advertisement - story continues below
As one part of the bank appealed that decision and approved her for a trial modification, another part denied her again — twice — providing two new reasons in part based on inaccurate calculations, according to documents reviewed by Reuters.