Trouble during payment process: Mortgage

I have called ShellPoint Mortgage several times to get help with pay off amount. Two the employee 's told me I would need approval, which is uncommon. I have no prepayment penalties. Then they would be I would be charged fee 's for paying off loan which again I have no prepayment fee 's. On the third day, the lady told me she will try to get me the payoff in two weeks. I believe they're delaying so I keep paying the payment. The interset is $1000.00 alone. Still don't have a payoff and can't get help of final amount or where to wire the money too.