meltdown in 2008 and in october of that year i saw chase bank's full-page advertisement in the new york times suggesting that customers, home equity loan customers like myself, apply for loan modifications to help them out. after five frustrating months of phone calls, being bounced from department to department, multiple document submissions and actual advice to default on my payments in order to qualify for assistance, i was told i wasn't going to get any. their reasoning? i was retired, unemployed, and i had defaulted on one of my payment. kyra, it was like i fell down the rabbit hole. >> reporter: and i think a lot of people feel that way. i see that you put your thoughts together. i know this was sort of a nerve-racking experience to have to come on and talk about this, you know, kind of stuff. it never sits well, but do me a