Product: Mortgage

The reason I decided to move forward with a formal compliant is because after waiting since XXXX for help I cancelled our auto pay out of fear of our bank account going negative. I knew that we could pay this XXXX  XX/XX/XXXX so I scheduled a different payment date after cancelling the draft for XX/XX/XXXX. After the auto pay did not cancel I outreached the payment department to request that they cancel the XX/XX/XXXX payment. They refused stating they couldn't reverse and it had to be my bank that did so. I called XXXX XXXX XXXX and they said because they didn't set up the payment and auto pay that they couldn't stop it. I called back my mortgage company who gave me the same statement. I asked to speak to a supervisor 3 times before someone connected me to one after I stated I was reporting them for fraud. I was then told that I could email proof that the second payment drafted from my account, request a refund that takes 4-5 days and then they mail a check which also takes time. I am unable to wait a week or more for money back on a second payment. I mention this and struggling to pay one payment a month and that I applied for financial assistance. They say they can see that but only that I applied and no other details. They offer to connect me to someone from there and I waited over 2 hours to be told that " my specialist can't see the package and I need to resubmit ''. I can see it on my end and I was told at least 30 days to process. I need to re do everything and submit income. 
Below is a snap shot of that process. 
Starting in XXXX I applied for XXXX  XXXX assistance due to always just barely making our mortgage payment. We got behind on things having XXXX and also losing my second income in XX/XX/XXXX which was XXXX related. We have done ok but I wanted to see if we could get help paying down some of our utility bills or mortgage or both. 
Part of the application process is that you first try to work with your mortgage company as well. I applied for their mortgage assistance program too. I have heard nothing in return and have called several times to check in. I am now facing a possible denial for the XXXX XXXX because I have minimal proof of my efforts. I just have a statement on a screen stating that I have applied with no documents or actions needed at this time. I am currently on hold for over 2 hours trying to ask for something to get me proof I am pending and did all I could on my end and an estimate of how long this would take. 

XXXX finally talk to someone after waiting over 2 hours to be told they have NO RECORD of my application!!! I read to them what is on the screen and they say " I am sorry but I cant see it. Can you cancel it and re apply. '' I let her know that was not an option as I have been waiting since XXXX and asked who I could talk to. I was told " let me see if we can verify with your specialist '' and placed me on hold.I have never had the opportunity to speak with my " specialist '', get an email or letter. She came back on and asked " what type of assistance and asked how XXXX affected my job. I let her know I " had a separate role at work but the shelter closed and fell behind on bills. " I also informed her that when I have called on other occasions they have found it and also found today by billing department. This call ended with me in tears and being told to start all over putting my housing at risk and all the work I have done to avoid continuing to have financial difficulties.