Loan Settlement Quotes higher than existing loan balances

So, this is not really your average complaint. Standard Bank as a whole as been relatively decent. However, I call in to get a settlement figure for two of my loans, as I have managed to secure a loan that I would like to use to pay off both my loans. Wait for it, the loan I secured is through Standard Bank. Taking the third loan, enables me to pay off my other two loans, and save around R1000 per month, which at the moment is crucial for me, as I am trying to cut down on all my expenses. Getting the settlement figure, I go and check the loans, and lo and behold the settlement figure is higher than the balance on the loans currently. Flabbergasted, shocked and confused as I do not understand what that would be. Perhaps if I was looking at paying the loans off with a loan secured from another source, but Standard Bank is getting my money either way, why make it more difficult? To add insult to injury, it was quite a process to just get this settlement amount as the loans department can't assist me, even though back and forth we went with them insisting on certain information just to give me a telephone number to call, what's the point? Lastly, once I have paid the loans off, at the higher amount, I need to go into a branch to close the accounts. There is no other way. Despite the fact that COVID is still alive and well and thriving it seems, or that I am a person that has co-morbidities. What an unbelievable farce this was, I am still reeling in shock.