African Bank and unfair loan

I wish to lodge a complaint with your bank on behalf of my colleague: Ms. P M Dube (63 years old), who app**** for and was granted a loan in the amount of R14 490.28 Ref no: *** on 23 November 2012 and was assisted by Nkululeko Dlame. Of this amount, R6000 was deposited by African Bank, on behalf of Ms. Dube, into Standard Bank in lieu of settling her loan with them. African Bank then gave the remaining R8459.72 to Ms. Dube’s in a brown envelope. Ms. Dube then asked why the money was then put into an envelope and the response was that the amount was not a lot and this was normal practice. Ms. Dube’s loan documents show that the cost of the credit would be an amount of R22 950.00 and er first instalment would be R1040.76 per month. This would mean that the loan would be settled within a period of 20 months given a fixed payment schedule. However, Ms. Dube instead paid R1504.11 for a period of 10 months and thereafter R550 for 9 months and finally R600 for 4 months. In other words, Ms. Dube has paid a total of R34 441.00, which means she has in effect over-paid by R11 491.00 and the bank continues to demand payments. What is even more alarming is that Ms. Dube has been receiving a second loan statement Ref no: ***, which appears to have been signed on the 25th of September 2013 for an amount that is unclear but for which the cost credit is R36 150.00 at an instalment of R1504.11 for a total of 60 instalments (60 months). What is curious is that the R6000 is reflected in this second loan which was meant to have been settled 10 months earlier. There is clearly a serious error because Ms. Dube would have been able to afford a second loan while still paying at a salary of R2500 per month. In any case, the bank should not have been able to approve this second loan. Moreover, Ms. Dube did not receive a cent more than R8459.72 which was in the envelope along with the amount of R6000 that was deposited to Standard Bank.