Product: Mortgage

XXXX XXXX XXXX XXXX, Hurricane Irma struck Florida. This affected XXXX county. The mortgage company offered migitagion for those affected by the hurricane. I called and requested to take advantage of these benefits just prior to the XXXX payment. 
Shortly after, a letter was received stating that I should expect to receive a packet with my options inside. No packet was received, a call was made to the mortgage company. 
The loss mitigation department indicated they were not aware of a specific date that the packet should arrive but that it would be on the way. 
Again, no packet arrived so I called back in early XXXX. At that time I was informed that I should pick one of 3 options and a packet would be created for me with details. Based only on a vague verbal description, I am supposed to make decisions about my finances and my mortgage. 
Here are the options provided ... 
Disaster Extend spread the shortage over 60 months, payment will increase an undetermined amount for 60 months, extend the term an undetermined number of months, interest rate may or may not increase Disaster Cap Extend add the shortage to the end of the loan, interest rate stays the same, this extends the term by an undetermined number of months FLEX lowers the payment an undetermined amount, modify loan interest rate and maturity date-both the interest rate and maturity date are undetermined, 480 month maximum term, no prepayment penalty The representative could not answer any questions, provide any details, nor would they allow me to review the details of all three of these " offers '' as they are calling them. 
The mortgagee is to choose which plan they want based on the descriptions above alone. 
Although I specifically requested to see 3 of the 3 complete proposals, I will not be allowed to review more than one at a time. 
It can take up to 30 days from this point to receive the actual proposal complete with numbers that would apply to my account. If I do not like the terms of the " chosen '' plan, I am told that I will have the option to reach out to the loss mitigation department to request a review and modification. 
Whether the options that I am given after receiving the details on the option I " chose '' at that time will be what should have been offered to survivors of Hurricane Irma could not be verified. 
I do not feel comfortable that the company is providing me with the details needed to make a decision, in fact, it feels that vital information is being withheld and it is hindering my ability to make an informed decision. 
The outsourced company who is handling this process for RP Funding has reported that they have tried to reach me numerous times since XX/XX/XXXX. My call records do not agree with this, however, there are numerous calls where no one speaks and they hang up. These calls have been coming the last couple of days ONLY and are the ONLY calls that I can not identify. 
My payments are being misapplied, I've been charged late fees during this " loan modification process '', my loan payment amounts have been miscommunicated which has caused more confusion on the loan. 
We only got this far due to the help of one of the actual RP Funding employees who stayed on the call during the transfers to the payment processing team and the loss mitigation disaster specialist team.