Typically new mortgages have limitations that they cannot change. Regulations in mortgages are changing nearly monthly. If you have a relationship with your original lending institution, I have found it may help to have them work with you and your Servicer to find a solution.
Many banks will extend your loan and reduce your monthly payments (adding them to the end of your loan) for a period due to hardship. Your mentality in this situation has to be one of a business from your end, do your best to eliminate emotion, which seems to paralyze many consumers into doing nothing which is never the best move. Don't be embarrassed or uncomfortable with the situation, it is occurring and it does not make you a "bad" person. If you receive an negative response from the bank or servicing representative, call back and get another person. Many times what one person says is impossible is just a lack of effort or motivation on that persons behalf. If you let them know you are willing to work hard and want to make this right, they typically "find" a way to work with you. The best thing to say if you hear it is impossible is. "If there were a way, how would we do it?" Many times I solve problems where others fail with that one little phrase. I wish you well.