Unfair Customer Treatment

I acquired a loan with the bank in 2017 over a period of 84 months expiring in March 2024 and now I'm expected to pay beyond the contract expiry date due to Absa's incompetence and mismanagement of the loan account. I've been making monthly payments of R6900 as agreed on the contract however my balance is way beyond the expected figure. The service I received from the loan department is far from the ethical standards of Absa treat customer fairly principles.