title deed

my mother finished paying her bond in 2016, ever since then she never received her title deed, she approached the branch earlier this month she was told for the tile deed to be processed she needs to pay R6000, after the payment was paid she was given the email to *** to email her details to request the original title deed, the consultant disregarded the fact that on the email its written original title deed and just send the copy. the response email does not even have the subject to show the level of professionalism portrayed. it was responded to to indicate that the original title deed is required, now he is saying the mother should go back again to the bank as there a cost associated with. the question is how much is the title deed being sold after the bold settled????