Wrong services

I app**** for a transfer of my home loan to ABSA sending all documentation together with the current home loan statement and got a call on the 3 rd of January saying that they didn't received the buying contact of the house ? Doesn't make sense ? She then looked at her system after I told her it is a transfer but now the amount they offered me is less then my current bond . All I can do with the less amount because they thought is was a new application is to decline because I can't settle my existing bond . Three different people is sending me emails and phoning me . I DIDN'T APPLY FOR NEW LOAN . I WANTED TO MOVE TO ABSA NOW THEY GAVE A WRONG AMOUNT AND THREE DIFFERENT PEOPLE IS CONTACTING ME ? I am very confused!!!!!