Sales people not explaining terms of loans and settlements

I wish people that work in the loan industry will start doing their work properly. They take advantage of people that is in a desperate situation. My mother took out a 5 year loan in Jan 2014 - R40 000. Paid an installment of R1303 per month In Aug 2016 she went to the offices of Direct Axis. Applying for a smaller amount. She was under the impression they are giving her another loan. So the payment went up to R2075 Making inquiries on her first loan that was suppose to finish on 31 December 2018 - she got the surprise of her life. She still owes R34 000 No one explained this to her And i think it is very unfair that they do a settlement if the amount is still so high.