Miscommunication by Bank Consultants

My mother has a loan with Absa which she was told last month by a consultant that she need to pay a certain amount then the loan will be paid off she went with that money last week then a different story was told to her by a consultant that no she needs to keep paying every month until someone from Absa calls her and tell her to stop paying. What kind of process is that.she was happy that she's done paying the loan but is being told a different version when she visit the branch again and beside that,money gets seduced from the account and when she ask the consultant,they tell her they don't know who's taking that money she has been a loyal Absa client that even when we tell her to change bank to different she she don't cause she trust you guys but you are not treating her family,and it looks like those consultants at your Thohoyandou branch are taking advantage of illiterate poor people.