The difficulties I have with this are everyone says to do that, but the provider does not accept calls. Every single time i've tried to call, they leave us wait

The difficulties I have with this are everyone says to do that, but the provider does not accept calls. Every single time i've tried to call, they leave us waiting with the typical "we're busy with calls" but sends us to thew website (which doesn't let us have that conversation). After about an hour or two the call hangs up saying we will be called back. Never do get that call back. I've repeated these results many times. I figure that reality versus the "theory" is that everyone is calling for this option right now, and if the mortgage companies could work on delaying payments for everyone they would be out of business eventually. Some people probably can't be helped, some can. I feel like it's more akin to a lottery.