Failure to cancel home loan

My parents have had a home loan for the past 20 odd years. They are in the process of retiring and do not see the need to use it anymore. As of December 2015 the home loan was paid in full and cancelled. However in January around R16000 was once again deducted. And then again for February. I have no problem with my branch in East London however they are unable to assist as this home loan department matter. Therefore the home loan account is in surplus of around R36 000 rands. All we want is for the home loan to be cancelled and to stop taking money out of the account. Also to return the money back with interest.