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Payment process. XX/XX/year> Requested payoff balance online. Sent funds in two installments immediately from XXXXXXXX XXXX which were received by Watermark XX/XX/year>, {$5000.00} and XX/XX/year>, XXXX. Payoff figure was {$17000.00} which was good until XX/XX/year> with interest and fees included but all funds were not applied to principal and loan principal balance is incorrect at {$6500.00}. I called XX/XX/year> and spoke with XXXX to see why funds they have received early in the week with a payoff request have not been credited to the principal to pay off the loan. Got the run around for 49 minutes and requested to talk with a supervisor. Supervisor to call me back in the next 18 minutes.