Disgusted and outraged

I am starting to believe that Nedbank Home loan department are ******..They deliberately get their customers into unforseen debt to repossess their houses..Back in 2018,my parents went into the branch and settled the home loan, they left the bank happy knowing that the house was settled...Four years down the line they are told that,they owed the bank, reason being they didn't apply for home loan cancelation when settling the loan...This comes as a shocking revelation especially because at no point were they advised to do that and the funny part is that, they kept quiet for three years about it ..I accompanied my father to get to the bottom of it because he's elderly now on pension, only for a lady by the name Tsholo to tell him to make arrangements, what the f***arrangements for what???House was settled a long time ago..And my dad is on pension, meaning he's not working currently, what arrangements??Since she said she's going to call him back thefollowingday, we still waiting for that call even today. Their aim is to have him in so much debt that the only solution will be to repossess or sell the house in his elderly stage..Imagine fighting for a house that you settled four years ago and now you are told that you owe it again..Outraged