OLD mutual settlement is more than actual loan

My mom had a loan with Old Mutual. Last week she asked for a settlement figure and to her surprise the settlement figure was more than the balance of the actual loan itself . She enquire inside an old mutual branch in Springs and was told ‘ that’s just how it works.’ She settled the loan nontheless and later got a refund of approximately R1500 which we don’t understand why . No one has bothered to call her or explain and for all we know the refund given might not be even the correct amount . The not knowing of agents & settlement being more is so appalling .