Loan account handed over

I am very upset due to fact that I have been making payments to my Capitec loan account every month and on time. I visited Grabouw Capitec to query about my loan, the consultant from Capitec Bank informed me in person that I my account has been over paid. To my surprise after hearing from one of Capitec call center consultants that I have been handed over to the attorneys. Why they did that I don't know and would like know why I was handed over. This month payment also does not reflect on my statement yet. Please help