Mortgage company is dragging out refinance process?

My mom has been in the process for about 6 months now and has gotten no where because she just sits on hold for hours. she has made payments up till 2 months ago, now they have stopped paying the home owners insurance and still she has had no luck getting through to a person, what are the legal rights of my mom and... show more My mom has been in the process for about 6 months now and has gotten no where because she just sits on hold for hours. she has made payments up till 2 months ago, now they have stopped paying the home owners insurance and still she has had no luck getting through to a person, what are the legal rights of my mom and is the mortgage company doing anything legally wrong?
7 answers 7