Capital One Mortgage Complaint

Capital One Mortgage department,

Home equity loan or line of credit Loan servicing, payments, escrow account Louisiana

My Home equity line of credit matured a little over 2 years ago. I have asked numerous times for the bank to term out the balance so i could pay them back over a period of time understanding that i would pay principal and interest. I continued to make payments for approximately 2 years. My payments are almost always on time or before the due date. About 3 months ago they started sending back my payments and sent me a letter saying my only option was to pay off the balance in full at this time. I asked for the balance and payoff and it seemed reasonable since i had continued to make payments in amounts greater than the interest monthly that showed on my statements. Now they send me a balance owed of over $10000.00 in additional interest and the principal balance that appears to be that which it was more than 2 years ago??? I can not reach a manager to get any explanation of how this could be nor can i get anyone to agree to term out my payments of principal and interest once i get an agreement on the correct balance owed??? Please help me get to someone who can answer these questions and clearly discuss my option to repay this within my ability.