does one typically make a mortgage payment when in refinance?

i was told by my loan office at the bank of 'satan' that while they are processing my refi that i'm not expected to make my mortgage. i missed one month. today, friday at 4 pm. i received a call that my refi was cancelled because of non payment of sept. mortgage payment. i spoke with the loan officers supervisor and he told me he can't do anything about it. despite the fact that i was misinformed and this lack of payment was the only reason my refi was denied. i offered to pay it immediately and he said it was too late. and that his loan officer didn't say that, that its not true and theres nothing he can do. wtf? it was a HARP loan. and i've already had my mortgage w BOA for 5 yrs. no late payments.....who should i complain too?