That report is very common. I have heard about other cases in which lenders refuse to issue a deed after the home is paid off. Some mortgage lenders view the loan as lifetime servitude. Reality is far different than most people realize.
A lot of people have fully documented payments and this is the only industry in which customer service is unknown. Even when they still get paid, predatory lenders don't care. And weary homeowners are left holding the bag.
"Show me just what Mohammed brought that was new, and there you will find things only evil and inhuman, such as his command to spread by the sword the faith he preached." - Manuel II Palelologus