While you are right that this is a "She said/They said nothing" story, and we only have her word on that particular detail, the basic fact remains:
She got her loan modification, after some unfocused protesters being drunk in public, or something like that.
Banks are also not supposed to foreclose on military on active duty, yet they did 5000 times.
Banks are also not supposed to foreclose on homes where they don't hold the mortgage, yet they did numerous times.
Banks are also not supposed to foreclose on homes where there is no, and never has been, a mortgage, yet they did that at least once.
Banks are also supposed to read stuff before they sign it. It has been proven in court that that was something they did not.
Given all that, I am going to go with her, but if you think she was behind more, it still doesn't change the basic fact that she got her modification instead of eviction.