Seller carryback 1st position note - Holder will not give a payoff amount

[Clifford Firthh]

Looking for advice on a property I'm working on. Owner had left the property about a year ago to take care of a sick relative and squatters took over the property and they haven't been able to return. They have tried to obtain a payoff to sell the property, but the holder of the seller carryback will not give a payoff. The loan is approximately 12 years into a 30-year term. No prepayment penalty. Has anyone ever dealt with this?