Wells Fargo Home Mortgage

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I tried to pay off my home mortgage loan, but was told that they would have to have more information. They took my account number and work phone number and said they would call me back. It has been two days and I'm still waiting for a phone call. I'm not sure I understand why. I called for the pay-off amount,went to the bank to pay off the loan with that amount, once I got to the bank I double checked to make sure the amount was correct with a bank officer, got to the teller and she said she wanted to verify the amount because she didn't want any surprises for me (which I appreciate).However; two bank officers then looked at my final pay-off amount and that's when they said they would have to call me back..........and I'm still waiting.