Struggling to pay your loan: Vehicle loan or lease

I contacted Navy Federal after experiencing a temporary financial hardship due to job loss and loss of income. I was instructed to complete a Personal Financial Application, where I provided my income, expenses, and supporting financial information. When I spoke with the specialist, I was told Navy Federal could not help because my monthly income was less than my monthly expenses. I found this explanation unreasonable because that is the definition of a financial hardship. Instead of discussing available relief options, I was told to budget and seek assistance from local community resources. I asked what qualifies a member for hardship assistance if documented financial hardship does not, but no eligibility requirements or explanation were provided. My concern is that Navy Federal advertises a hardship program but does not disclose how eligibility is determined or why members are denied, leaving the process unclear and lacking transparency.