Jeff Merkley actually said...
the last thing homeowners need after so many challenges--I mean, I can tell you that the one person of a major bank has said the biggest challenge they faced, or the biggest mistake they made was in hiring kind of call room capable folks to discuss what are complicated transactions that the call room folks did not understand and that led to a lot of misinformation.
Context
Merkley emphasizes the need for expertise in handling mortgage-related issues to avoid misinformation.
12/12/2011