Product: Mortgage

I XXXX XXXX was on XXXX XXXX from the dates of XX/XX/XXXX -XX/XX/XXXX. During my leave I received bi-weekly payments from XXXX XXXX XXXX. I received a double payment because my PTO absence request was not submitted during the proper processing cycle pay-period. Therefore, I had to contact the corporate office director XXXX XXXX regarding this issue. This issue was approved and payment was issued for the next bi-weekly payroll cycle. This resulted into two deposits. The payment of {$620.00} included days I had worked the prior week before I left for XXXX XXXX. I received XXXX payments from my XXXX XXXX XXXX of {$450.00} on a weekly basis. The payments from XXXX were only received while I was on leave. I have been working with a loan counselor at XXXX XXXX name XXXX XXXX, he has been great with assisting me with the help I needed to get some assistance with my home loan. I was informed by the XXXX that I was approved for a loan to help with my past due payments until XX/XX/XXXX. I submitted all the paperwork required. I was told form my loan specialist that the XXXX has been contacting my loan provider XXXX   and has been informed that all I owed was the amount of XXXX. I informed my loan counselor that I called XXXX an the lender stated that I still owed a balance for XX/XX/XXXX.  I questioned why when the XXXX asked the total balance owed from up until XX/XX/XXXX.  Why wasn't that included. Turns out that XXXX did not communicate the accurate balance to the agency. I was also informed that I had accumulated a balance of approx. XXXX. I also questioned why this wasn't included? Never got a proper response. So I went back to my XXXX XXXX Loan Counselor he helped me reach out yet again to the XXXX explaining what had happened and how XX/XX/XXXX payment was not included. The XXXX   contacted the XXXX again and they informed the agency of the balance that was outstanding XXXX reported only the XXXX. My loan counselor explained to me on the date to come in to sign the modification for XX/XX/XXXX. That XXXX would not include the outstanding balance of XXXX. He said that the agency was very difficult with not including the amount with the mortgage owed for XX/XX/XXXX and did not have a specific reason why they would not include it. The agency recognized how great of the need that me as a single mother of XXXX needs a home a place to lay our head yet XXXX would not allow the agency to pay my account at XXXX. Now, they are expecting me to pay the late fee, I find this very unjust and I can not believe and I am so ashamed to have a loan with such a lender. I would like to refinance my home with another agency that is willing to work with single family parents that may run into problems along the way. I was informed that consider I was offered XXXX down on my home that I was stuck with this lender. I am seeking some assistance with this agency. They are not out here to keep people in their homes they are not willing to work out payment plans for individuals that have hardships. The agency name is XXXX located in XXXX, Alabama this agency should be looked into immediately. The staff are very unfriendly and would prefer the consumers loose their homes. 
In addition, I use to be able to make payments online but due to my bank a payment was declined and I no longer can make online payments. I have to mail them go-figure.