Malicious Writing by Banks

Below is the letter that US Bank wrote me last week.  I am about pay off my mortgage, and I asked them for instructions.  They, like most banks, write instructions in Courier type with no space between the lines: they want to discourage customers from understanding the instructions.  If we misunderstand, we will miss a step and they can charge us more fees.

US Bank formatted this letter so I would not read or understand completely.  A customer not fluent in English would be totally confused.  I have used Track Changes to note how their language deliberately obscures these instructions for me.