Absa Mortgage Bond disturbing experience

Please explain to me how my parents have only paid off R17 000 of their R185 000 bond over almost 2 decades? Somewhere their payments have been misplaced and I expect it rectified because they’ve never missed a single bond payment! Nobody at Absa seems to have answers and this is so typical of Absa. I expect someone to ring my father Mr Weaver on *** ASAP You guys can never resolve my parents issues until I run to Hello Peter. Pathetic!!!