Access Bond

Money was deposited in to my bond account and out of the money deposited, I was only able to access less R11 000. I don't understand why I cannot get the whole amount, I have called the home loan department and their explanation does not make sense to me. I am being told that R6500 was deducted for initiation fee and R4500 deducted for interest for the months I have paid so far. I don’t understand this because I have never missed a debit before and the balance was less than the loan amount when I app**** for the access bond. I am asking myself when was the initiation fee and the interest money going to be deducted if money was never deposited in my account? I am not happy about this and I feel ****med by this bank after I gave them a second chance because they have *****ed me in the past. Please I need my money, all of it.