Struggling to pay mortgage: Mortgage

I reached out to freedom mortgage because I lost my job and income stream. I asked if there was any help. I waited and was passed around for hours, no one had any information. So id hang up amd call again, explaining my situation again, every rep asked me to provide information on my account, no one put notes in. I was told by a rep 3 weeks ago that they'd send my packet to my address, 2 weeks went by and received nothing. Called back in and was told I was okd for a short sale. No one even told me that. Then they back tracked amd said they had sent to an address I didnt even have. I changed tbe address to my gf address and they said packet would be sent there. Its been 8 days, no packet. Called back heated, rep said oh we just need signature from you amd I can emai thst over. They could of saved me days and hours on tbe phone, I missed a payment because I thought and no one told me otherwise that my credit would take a hit. Shame on Freedom mortgage. I should be given a goodwill.adjustment so my credit isnt drug down because they failed at communication