Exploitation of customers(old age) who know nothing about their rights

My grandmother has had a loan from 2010 to date the loan has not been paid up....she has been paying instalments since then but loan are still the original loans just minus two months instalments.

I requested statements on her behalf as she is old now and not getting help..the one loan shows minus two instalments the other no instalment on the statements provided.

Question where have the other instalments gone to that where debuted for the past 8 years...the other loan and sms was sent to say it was settled only for them to come back and say no she still owes.

Can I get help ,because I am failing to do so.This has become very stressful to my grandmonther.

Sophia Dlhamini id no ********** 647080

Regards