Does mortgage company owe me $20k after pay off?

Does mortgage company owe me $20k after pay off? Sold home two weeks ago. Received letter today from mortgage company stating mortgage paid off and nothing further I need to do. The final payment amount listed on that letter is $20k less than the amount listed in the payoff quote (as well as documents signed at closing). Mortgage was through Mr. Cooper. Their entire system is shut down right n...

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