Horrible Customer Service

After many months of sending documents for loan modification & 6 months later it was approved. Loan term 40 years fix, 4.625 interest rate, new payments dropped from $1,959 to $1,485. Now, Aurora mailed a letter stating loan documents were mailed December 9, 2011. & I needed to have documents notaries/signed. Well, I've nevered received any loan documents to sign. I've been calling now for 4 days with no answer. Literally, no ANSWER. Their telephone system connect me to some voice mail & no one have yet to contact me about the whereabouts of my loan document. I've tried every number online & now I'm starting to email every email address & fax. I'm beginning to wonder if their closed for good. Anyone with a number to speak to a live people I will gladly take it.. Thanks -:)