Why does loan mitigation keep me from paying a mortgage?

My mother has been in the hospital for a month so I went to the bank to pay her mortgage. They told me I couldn’t because her mortgage is in loan mitigation. They would tell me nothing else. I looked on the internet and I see nothing that would tell me why having a mortgage in loan mitigation would prevent me from writing out a check to pay a flipping mortgage. Can anyone tell me, since the bank was so unhelpful?

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