I’ve got no idea why anybody would be puzzled by the reluctance of folks who are behind on their mortgage to just call their lender and try to work something out.
When you just can’t pay, what good would it do?
And even if you could pay something, the prevailing image of lenders of all types is that they aren’t willing to take that. Perhaps that is incorrect, or perhaps things have changed, but my impression has always been that you’d do better talking to a wall, and it’d be less humiliating. If that impression is incorrect, they might want to publicize the fact.