Home loan advance amount disappeared

Called in to the call centre regarding my home loan account Very disappointed at ABSA BANK I have a home loan account with ABSA it had an advanced amount of about R30000+ when I went in to my account to request for the money I found that the advance amount is no longer available it shows 00 was not informed of why they were removing it no communication was sent to me as client and I did not request for the amount to be capitalised,for the funds not to be available it means it was capitalised without my consent,can I please have an explanation on why was that done without my concern and can that money be back into my account today ,as it was there as savings for samething that needed to be done today urgent,the agent I spoke to said she is unable to assist as she does not knw why the amount was removed the only thing she can do is log an escalation for me stayed on the phone for over 30mins did not get any answers on what happened to the advance amount