Problem with a company's investigation into an existing problem: Mortgage

I had a medical emergency that required me to drain my savings and use most of my paycheck to cover, which impeded my ability to make an on-time mortgage payment that month. I realize I made a mistake in falling behind and take full responsibility for my actions. I paid off my mortgage in full several years ago. I sent a good will letter explaining my situation and asked to grant me this request. I did not hear anything back from the company for months. I then called and asked for an address or email to send the letter to and the representative I spoke to did not have the information I requested.