Horrible Customer Service - Horrible commitment to their customers

I was unlucky enough to have my fannie mae mortgage purchased by Urban Trust Bank.  I am one of those homeowners that has never been late on my loan, but of course my home value is upside down.  If my loan would have still been a fannie mae loan, I would have been able to modify my loan to a fixed lower rate (HARP program).  I asked several Urban Trust customer service folks when the loan was purchased.  Servicing of my loan had been sold serveral times prior to this sale.  However, nothing in the documents indicated that this sale was any different than the ones int eh past.  I promised to send me the documentation, but I never got a response.  I asked them that since Urban Trust Bank received federal stimulus dollars, if they would allow the modification for loans that had been eligible for the HARP program.  While I received assurances that someone would call me back. That was more than 6 months ago and still silence.  So I guess the answer is ..... huh, no.  Urban Trust boast that it wants to promote personal wealth.  I think this is one way they could do just that without breaking the bank.  When are the banks going to step up in the crisis?