ive seen this happen first hand with prospects. It was during holiday season lender reached out offered as a holiday special to lower payments via phone no paper trail just to make it seem like they lowered payments so no other lender would fund them. I didn't believe it and he 3-way called them again with me on the line to confirm what they were telling him few weeks prior and they said yes, then he asked them to send a email stating this was an offer they had not that he lowered payments and was in good standing and the rep started trying to give him the run around as to why he didn't need that. I was speechless