Issue with mortgage company

Hi, I'm having a problem with my mortgage company. We have a fannie mae loan, and we're behind on our payments. We got them to do a repayment plan to buy some time, but we can't afford the new payment amount. I have asked about six different people there if we could do a Fannie Mae "partial claim", which from what I read online, we are entirely eligible for.
All I get is the runaround, bogus different reasons from each person about why we can't do it, and then they change the subject and start asking me questions about why we're behind, even though I have submitted all that information already.
I know from looking online that we're eligible, I just think that they don't want to do it. I have even talked to Fannie Mae about it and they give me the same vague answers and say that a company doesn't have to do a partial claim if they don't want to!
Is there some special code I'm supposed to say, or a secret handshake or something? Do I need to hire a lawyer?
The company is countrywide, and I've seen people online say that they've been able to do it with CW but it was like pulling teeth getting them to agree to even send the application packet out.

(Partial claim is when you take the back amount owed, and FM pays the company for it and its put at the end of your mortgage interest free.)
Thanks in advance.

The lender still has to agree...you normally cannot force them to do it.

My loan was bought out by countrywide and we have had nothing but bad luck with them. I don't understand why they send you letters stating they can help you through there workout program and then you go threw submitting a hardship letter to them, all the time spent on the phone, documents required to be sent in and then you feel that big load drop off your chest cause you think everything is going to workout. Boom!!! It all blows up in your face and your back to square one, then your home is getting foreclosed. How can a company continue to do this to people and get away with it? Good Luck to anyone dealing with countrywide, they don't care what happens to you or what your going threw. THEY ARE NOT GOING TO WORK WITH YOU, THEY JUST GIVE YOU FALSE HOPE!!!