Personal Loan Query

I am writing on behalf of my mother who is a pensioner. She took out a personal loan mid-2015 she cannot recall the exact amount. On the 12th of October 2016 she then went to the Beacon Bay branch where she spoke with the consultant to enquire about settling the account. She was advised of the settlement amount which was settled on the same day.

3 years later 2019 out of nowhere her personal account was debited with the amount which reflected as payment towards the personal loan which she settled . She went to the Absa branch in King Williams Town where spoke with the consultant over the phone and sent all the relevant documents > proof of payment etc. Let’s say the query seemed to be resolved then.

This year 2020/09/30 an amount of R17,772.78 was deducted from her personal account which reflected as a payment towards the personal loan again .When she went to her bank she was told Absa (personal loan)garnished her and deducted the full amount as mentioned above. This is very frustrating, upsetting , unacceptable , improper & distressing situation. This is really affecting my mother’s health , especially in these tough hard times and the COVID – 19 pandemic that we are all facing .Her whole pension income is gone , she’s at home with nothing ; she got children and grandchildren who are her dependants. She must now call the banks being tossed from one department to another holding for longer periods. She has gone into a branch and called numerous times to sort this out. Can someone help my mother and to put this on stop.