Legal Question in Consumer Law in Georgia

In March, I requested a payoff statement from the company handling my mortgage. Upon receiving this statement I sent a certified check for the total amount, per their instructions. The week after they had received the check I called to check on my loan. The company had applied it to the loan as if it was a regular payment. I spoke to a representative who told me the matter would be straightened out in 72 hours. after four business days I called to check again, no change. The next representative told me it would actually take until the middle of the next week. Again, I checked the account on Friday of that week, still no change. The third representative told me the department handling my payment was backed up and there was no "turn around time" estimated and that I should just check back later. Today, nearly a month after sending my payment I receive a bill for the mortgage. I call and speak to a representative again, receiving the same response of "no estimated turn around time" and check back later, I admittedly used a few expletives. They admit they have the payment, they admit they are incompetent, however I wish to know at what point is their incompetence illegal? Is there a way to hold them accountable? And more importantly can I force them to push this paperwork?

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