Unhappy client with home loan department

I am really not happy with absa home loan department service. No one is willing to help me, I recently switched bond from one bank to absa and requested additional cash. Upon the registration of the bond, I did not receive the cash. According to the records the additional cash was paid into Journal debit, I don't even know what does that mean and no one is willing to explain. I don't remember opening Journal debit if it is an account, I don't even want that type of thing. I even asked the attorney's who confirmed that they did not receive the money after registration and according to what they know it is supposed to be deposited into my account.