ABSA terrible service

ABSA home loans, collections have extended my mom's home loan term in 2015 with almost 96.2 months without her signing any documents. According to home loans when they restructure they restart the bond term. So effectively one loses the previous payments of 15 years. Can't get any contracts out of ABSA their excuse is that all the contracts burned in 2009. We pulled bank statements for 2014 and for 6 months they got have a 2/3 payment and for that they added 96.2 months.