Home loan paid but not allocated yet

My husband passed away in July 2015. We had a life insurance policy on the mortgage loan. A settlement letter was received and a payment had to be made before 12 October 2015. Payment was made on 12 October 2015 and the payment was reversed by ABSA twice. Payment was then paid on 22 October 2015 into a ABSA suspense account and ABSA had to allocate it to the mortgage loan. Up until 3 November 2015 no allocation has been made and interest still keeps on accruing each day. I have spoken to Portia as well as client services numerous times and there is no progress regarding this!