Stuggle to get money back

<p>Complaint is: I have a study loan where my brother is sponser and make the payments. Absa notified him X amount will be paid monthly for 25 months. It has been paid for 27 months now and the account is still open and payments still go off. He never had to go to a branch to make the monthly payments, but now that he wants to close the loan account and claim back the extra 2 months they took, now he must go to a branch..... Why won't a system pick up a balance of 0 and stop further payents? Why is it the customer's responsibilty to let them know when it is month 25 if they structured the loan specifically that way and communicated it via a statement?</p>