Barclays not letting me pay off my mortgage

Is this a known thing that banks do? I asked for a redemption statement in May, and kept asking until I finally got one in August by which time of course I had an additional 2.5 months of interest. I've been arguing this with them ever since and variously been told I would be sent the correct redemption statement, received 4 different ones, told I would be phoned back, filled in the online complaints form and not heard back after 6 weeks, and now I have confirmed what I owe still but for a reason they won't explain they are trying to get me to pay an additional £400. There is some bizarre incompetence going on, but also I have to wonder if it's standard practice to delay sending redemption statements in order to squeeze out a few months extra interest. Currently I'm trying again to contact the complaints team - this time by phone- and for the 12th time waiting in an hour long phone queue yay. The only reason I'm able to pay off my mortgage is my husband died so it's pretty uncool to do all this to a widow.

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