Freedom Mortgage review: Credit reporting

My name is Ronald Waymer,

I have been doing business with you all for many years. I have never been 30 days late on my loan so I expected better customer service than what I received.
I called in several times because there was a discrepancy with my payment due to an escrow problem and no one seemed to know how to help me. My payment increased by $500 and no one could figure out when it was going to go back down because of the escrow shortage that needed to be corrected. Keep in mind, this was during the start of the Covid-19 epidemic and I was on hold for over an hour each time I called. After several more calls I finally got an agent that suggested an escrow analysis. The agent stated that the analysis would return my payment back to the correct amount. I asked the agent should I make the April payment now and the agent advised me to wait until the analysis was complete. Once the analysis was complete I made the payment on April 28th. When I received a 30 day late notice on my credit report, I called in again and the agent I talked to looked up the account and assured me that they received the payment and that she could see that the payment was received before 30 days late and that all I needed to do was email the company and request a credit correction for the payment. The agent assured me that this would be taken care of.
Now today when I called to verify that it was corrected the agent in the credit correction department stated that they would not be making the correction. Stating that the payment was received on May 1st. I am very upset and disappointed at this level of customer service. I feel that I did what I was instructed by the company and also made my payment on time. I have never had a 30 day late payment on my Mortgage loan. I don't feel that under all of these circumstances, due to no fault of my own that I should be penalized and lose points on my credit. I am appealing to you once again to make the credit correction on my loan.