Mortgages - Complaints Against Lenders - NYTimes.com THE new Consumer Financial Protection Bureau received 23,500 complaints about mortgage lenders from last December through this past June, according to a recently released semiannual report. And, not surprisingly, just over half the complaints centered on the problems borrowers encountered when they were unable to make payments. The report, which encompassed a wide range of financial products, noted the "fatigue and frustration" experienced by borrowers attempting to get their loans modified or refinanced. "Though consumers must provide documents within short time periods and income documentation generally remains valid for up to 60 days," it said, "lengthy evaluation periods can result in consumers having to resubmit documentation - sometimes more than once." Issues with making payments was another top concern, accounting for 25 percent of complaints; another was applying for loans, with 8 percent weighing in. Another report, released on July 31 by the nonprofit Consumer Federation of America, also found issues with mortgage modifications, mortgage fraud and credit repair among the biggest consumer complaints. The group surveyed 37 state and local consumer protection agencies, which reported debt collection abuses and mortgage issues among the fastest-growing complaints. Both reports provide a look into what is most likely to go wrong with a mortgage and prompt a borrower to contact an outsider for help. But they give scant insight into how to lodge an effective complaint, so that you get a loan modification or locate a missing mortgage payment. "That's always a challenge," said Carol Yopp, a foreclosure prevention program manager at the nonprofit Long Island Housing Partnership. Ms. Yopp says she has seen problems linger for a year or longer as income and other documentation expires or consumers" files get overlooked. Borrowers may want to work with an agency or housing counselor certified by the Department of Housing and Urban Development, she said. Housing counselors often have private phone numbers to lender departments that handle mortgage issues, or may be able to uncover the problem that might be causing a delay. Those who want to handle their own issues will need to know when to "escalate" their concern by taking it to a higher level within an institution, Ms. Yopp said. "Sometimes clients go to the office of the president," she said, adding that such a strategy may prove effective. Ms. Yopp says she has also worked with clients who found success by attending a lender outreach event - they discussed the need for a loan modification, and left with a temporary one. The key, she said, was they brought along pay stubs, budgets and other needed documents. Consumers may be able to improve their chances of resolving a complaint if they "have realistic goals in mind" and spend time doing research and developing a strategy before they call or send an e-mail, said Guy Winch, a New York psychologist and author of "The Squeaky Wheel" (Walker & Company, 2011), a book about the psychology of complaining. He also suggests consumers "be polite and civil." The book was inspired by his own problems involving some bedrock being blasted away near his Manhattan residence. "So I decided to write the most effective complaint letter," he said, and within days his landlord granted a rent abatement. Gail Hillebrand, the associate director for consumer education at the Consumer Financial Protection Bureau, which opened for business in July 2011, suggested in an e-mail message that consumers make note of the person with whom they are discussing a complaint, and obtain a direct phone number or e-mail address to follow up. Complaints to the bureau are reviewed and then forwarded to the appropriate company, which then reports back to the consumer and bureau.