They should get the specific information regarding the so called clause that "triggered" the payment hike.
A review of their note would help. Once you review the note you will be able to see what condition allowed for the payment change.
Is this 2nd mortgage on their primary residence?
This a link to the Financial assistance form for Regions.
http://www.regions.com/virtualDocuments/Home_Equity_Hardship.pdfThis form can be emailed or faxed to the following:
Fax to:
205-560-7118
Email to:
equitycounselor@regions.com I have seen them do many loan modifications.