Mr. Cooper review: Missing money

I was giving the wrong email address to send in certified mail for having our mortgage payment not full be accounting for showing payment for September 2023. It was sent in certified mail and both money orders were enclosed with in the envelope but it was missing one of the payments. I called in to speak with a representative only to be given the wrong email address for the "Research Department" I was informed that there will be an investigation into this matter. They received the payment on September 6, 2023 according to the tracking from the certified mailed envelope with mortgage statement. Its showing only one of the payments were applied to the account. Please location the Missing Money so that our account continues to be good standing. I have proof there were two payments in the same certified envelope. I was also informed while on the same call, "we can't process two payments in the same envelope." I have proof this is simple not true. We have sent more than two many times in the past. The two payments were in the SAME envelope. The payments both added up to the exact amount needed for our mortgage for September 2023. Please find the other money order and apply it to the account without late fees. I was assured that they would locate the missing money and no late charges will be applied. .