Paid up letter

On the 28th February I requested a settlement quote from Absa for my vehicle to sell via webuycars which Absa supp**** and the money was paid as indicated on the quote, I then requested a paid up letter and now I'm being told about an outstanding one month installment? My question is why was this amount excluded from the settlement quote since we wanted to settle the account and how did the transfer of ownership happen if the amount is out standing?I'd like to be properly addressed on this issue without being patronized by consultants like Refilwe .