Product: Credit reporting, credit repair services, or other personal consumer reports

Despite the excruciating circumstances I have dealt with, the financial institution named " Self '' REFUSES to remove a late payment. According to their website ( screenshot attached ), they are able to accommodate individuals who had extenuating circumstances. I promptly sent them an explanation of what happened and they did not honor the request, despite my detailed explanation of what happened during the time. 

The detailed explanation I sent them is as follows : Re : Account Number XXXX To Whom It May Concern : Two years ago, on XXXX XXXX, 2020, my original bank account XXXX ' was hacked, causing XXXX XXXX to put a freeze on my account. Therefore, my XXXX that was originally set up for XXXX XXXX, 2020, did not go through. During this time, I was unaware of the hacked account due to working on the frontlines against XXXX at the XXXX XXXX XXXX XXXX XXXX, eventually leading me to XXXX XXXXXXXX. I was extremely XXXX  for over a month and did not know about the compromised bank account. Unfortunately, by the time I found out about the compromised bank account, the XXXX XXXX, 2020 payment due was already 30 days late and would be reported to my credit report. I immediately linked a new bank account and paid the monthly payment going forth, until the account 's maturity date. 

I am hoping you could please remove the late payment from my credit report as I was faced with multiple extenuating circumstances that were beyond my control. Prior to XX/XX/ 2020, my payments were always on time as I heavily relied on autopay. This 30-day late payment has been devastating to my credit report as my wife and I are trying to push for the best interest rate for a new home purchase to start a family. A small credit bump would get us over to the new target rate. 

I have also attached failed Autopay ACH below for your reference.

Is that something you can help with? I appreciate any help ; thank you very much. 
_______________ Despite this detailed explanation, their response was as follows : Thank you for your request, all goodwill adjustments are reviewed and individually verified. Unfortunately, we will not be able to honor your request to alter reporting at this time. Self Financial, Inc ( Self ) is required by federal regulation to maintain accurate & factual reporting, therefore, we can not remove any accurate reporting that has occurred.

We offer our customers a 15-day grace period before a late fee is assessed on your account and payments will be reported to the Credit Bureaus when it is 30 days overdue. 

We send all communications electronically to the email address on file to alert you when your account payment is due, 1 day past due, 15 days past due, and 30 days past due, as well as any failed payment alerts, etc. Please ensure that your email address on file is up to date to receive these notifications. The email address that we have on file is XXXX. 
__________________________ This response is heavily flawed as I had no idea my bank account was compromised, AND I was also highly XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX. It is simply unjust that they expect me to access my email when I am XXXX