Money owed/credit not passed - no response

My house was sold and registered - Absa owed me outstanding moneys (credits) that showed on the home loan account, but was never passed. The home loan account was then stopped and deleted on their side, so I have no access to this account anymore and are not able to view or print any previous statements. I have logged a query on 12/05/2021 with reference ***6 and have followed up, but to no avail.