Caylin Crawford found herself out of work after a snowboarding accident and went to U.S. Bank for some help with her mortgage.

The 24-year-old homeowner said she was up-to-date on her monthly payments in January 2011 when she called to ask about loan-modification options.

“They said, ‘We can’t do anything to help you unless you are behind on your mortgage,'” she recalled. “‘So stop paying, and then we can modify your loan.'”