HSBC Mortgage - Do they modify loans?

hi there... i have a mortgage with hsbc mortgage and want to get it modified as i've lost my job and i'm unemployed now. it's about 5 months that i have continuously contacted them. along with this, i've also submitted the required information for more than a dozen of times. they are confused and don't know what suggestions to give me. they cannot tell me clearly what i should do or whether or not they would be able to modify my loan. a year back, i had applied to refinance the loan but denied asking to pay a huge prepayment penalty. this is my dream home and i'll have to lose it though i've never been late on the payments. do you guys have any suggestions for me? will they even agree to modify my loan?