From the article:
"For instance, one of the terms of the settlement is that the banks have to provide a single contact for consumers. Joseph Sant, a senior attorney at SILS, says banks are now doing that regularly. But that single point of contact tends to change every few weeks, and they often have little knowledge of borrower's loans. Banks, according to the settlement, are supposed to tell borrowers within 30-days whether they have qualified for a modification. Sant says that rarely happens."
Read the whole article at Fortune.