Did we get ****med?

My mom (an elderly woman) decided to settle her loan with fnb. She was then given a discount if she was to pay the balance in full. Unfortunately she paid an extra amount to the balance and she was told she would get reimbursed for her money, about R13 000. IT'S BEEN 3 MONTHS. Yet the home loan department calls each day demanding their installment. However, the home loan consultants have tried to assist but nothing. We are forced to pay the home loan yet the bank has retained moms money(R13 000)for 3 MONTHS. We have sent emails and made calls to multiple people, yet no money was reimbursed. Were we ****med perhaps??