ABSA Home Loan nightmare

My name is Mrs K, i am using this platform because my Mother - Miss N. has been failed by ABSA. She requested to settle her home loan in 2015 when she went for retirement, proof of payment available. she requested cancellation as she is no longer getting an income. Lawyers fees also payed to handle Title deeds matter. But she never received the Title deed. Now 2020 November ABSA is on her neck demanding that she owes then +25000 as the bond was not cancelled. My mother is illiterate, she relies on the integrity of the bank to serve her without prejudice. The Bank cannot only call her in 2020 expecting a pensioner to have 25000 lying around. She went to the bank twice after the call but the money is still pilling up, no one is ready to fix this error. The bank failed her and she cannot not be paying for someone who did not do her job.