hardship declined

We are dealing with HFC, who has just recently declined us for a hardship/loan modification because ithey said "OUR APPLICATION FALLS OUTSIDE THE REQUIRED GUIDELINES SET FOTH IN THE PROGRAM" They did not give us the guide lies and can appeal in 15 days.In 2005 I was laid off from the airline industry,our mortage was with Champion and was an adjustable. Unemployment as for 5 months untill re-employed, and may 2007 refinanced in deperation to get out of adjustable going to increase. At that time, our credit was fair, but HFC was able to do a program, starting at 12.20% with a declining % rate for good payments.We were making a payment of $3109.00 per month, then we fell behind w/ our taxes. For a peroid of 3 months in 2008, as we were making are scheduled payments, they had taken that money and applied it towards the prperty taxes with out us knowing. Shortly after fall of 207, we were told we'd fallen behind in our regular payments, and they piggy backed close to $6K to our regular payments. Our monthly payments are now, at $3650.00 per month.
can you please offer some advice.