Bond settlement amount at Standard bank

I sold my house after my husband died. This was in 2020 when the covid thing started and we were confined to our house. Then everything turn haywire and deeds offices and masters offices were closed most of the time. In the meantime the transfer lawyer told me I can stop paying my bond because it's almost time for transfer. But over the years our bond was R4000 +- per month and my husband paid in R6000 per month. And I paid in R100000.00 after my husband died. Then the agent that helped me sell my house died. Soon after that the transfer lawyer died. Then they got someone to finish all this . Took a great deal of years Now after everything is finished I ask standard bank for a settlement amount. Emailed them and after a few weeks I get a call they connected me with the bond department at which stage some lady very abrupt telling me no discount on bonds. Not even listening to my story properly just say no discount and putting the phone down. Now I ask is there not a difference between settlement amount and discount. And why does standard bank let unprofessional people deal with their customers..