Elderbridge - Urgent help for vulnerable person please

Hello everyone,

I am writing and asking for help as I am at a complete loss at where to start or how to proceed.

My nan who is a vulnerable adult who is approaching 75 asked me to check on her finances as I noticed something didn't seem right, she is working long hours and the money was going nowhere and I wanted to investigate. She simply works in the healthcare industry working in care homes for the last so many years and I want to try fix this for her

My nan has been paying £548 for the last 6 years, perhaps even since 2006 on a 'Secured' remortgagte that her late husband apparently has done, however she was unaware of this and it is in a joint account. I queried if she was aware of this and she said nope, she has basically been paying £548 and living her life.

I have queried this with Elderbridge and I have noticed that my nan has been paying £548 for the last so many years, The value of the account when opening was £44000, and they take a Interest payment of about 500 a month meaning she has been paying this off very slowly and she was unaware that this remortgage was taken out as there was no knowledge or need for this to be done.

I'm wondering if any of you guys can assist me in either getting this sorted as I would imagine if she's been paying a £44000 remortgage since 2006 then this should be clear by that but there is 36000 remaining!?

Thank you for any assistance in advance and I will respond ASAP.

They have wrote on the statement request letter "Your mortgage is a repayment mortgage"

Carried forward Balance: £36,972.36
Interest Charged During Statement period (6 years) £39,371.33 - Is this PPI?

I am losing my mind of the numbers I'm seeing and really need help, My nan is at breaking point after discovering this.
Link to statement:


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