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The trustee in charge of the seller's trust in which the property is held will need to go to a local Chase bank branch and find out what the deal is. He should be able to get a payoff amount in person if he takes the documents showing that he is the trustee along with proper identification.
If that does not work, he will need to send a certified letter telling Chase that if they fail to give a payoff or fail to tell him what he additional steps he needs to take to get a payoff by xyz date, that there cost be escrow fees and costs associated with their delay for which they will be held liable.
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