They hold escrow money as a fiduciary and owe you a duty to use the money for its intended purposes, usually for insurance and taxes. Unless they fail to make a payment that they can make since the funds are there, then you don't have a claim just because their record keeping is mixed up. It sounds like you should reach out to a supervisor in the escrow department to clarify the status and how best to make sure your payments are applied appropriately.
The answers given are limited to the facts as given and presumed by the answer itself. Without seeing actual written documentation or having a conference to more fully explore the issues, this short answer has only limited application. Make sure to seek legal counsel and provide all documentation to get assistance in making informed legal choices.
I have found that trying to deal with a lender on the amount of escrow payments can be very frustrating. You need to talk to the lenders supervisor. You will get nothing done talking to a service representative.