No correspondence from Standard bank

I need assistance with the following matter. I have/had a home loan with standard bank, it was joint with my late husband. The home loan was transferred to a late estate/ recoveries account by standard bank. We were informed to pay the installments to an account using the bond account number as the reference. I am unemployed, and my daughter was assisting with payments to the late estate. Since 2017 and 2018 I had tried to get into contact with someone at the home loan/late estate department to find out how much was owing, being put on hold and transferred and not getting any feed back or call backs, going into the branch, consultants were also unable to help as they were unable to retrieve any information on there systems as it was a late estate account. We continued to pay the money into the account. On 21 January 2020, I finally got a hold of a gentleman, Senzo Mgwenya at the late estate department, who informed me that the late estate account was actually paid up in 2016, to my shock as I had just made a R5000 deposit a week prior to my eventually getting a hold of them. I was not informed that the account was paid up nor had any contact from standard bank or the late estate department regarding this, and I was continuing payment from when the bond was paid up until January 2020. Mr Mgwenya could offer no further information, he did ask me to send through proof of the most recent payment, and informed me that they would be able to track the payments made, he said he would escalate the matter and someone would get back to me.

On 24 January I received a call from someone at the late estate department who was not only rude and undermining me as a client, but informed me that without proof of payment I would not get my money back. She also told me the account I was paying the money into is closed, this is impossible as how would the installments be accepted for 3 years. I asked her to please get someone else to call me back who was willing to assist me, we ended the call and I did not get any reply after that.

On 28 January 2020, I went into the branch at Northmead Square, where a consultant, Celes Appels who was so helpful, managed to get a hold of someone at the late estate department, (who said they knew about my situation and were currently working on it, and again asked for proof of payment, and told me I would get a response in 3 working days). I have since not received any form of communication.

My concern is, firstly I would like my installments made to be refunded to me since the date of the account being paid up, secondly I have had no communication or response regarding my questions, When exactly was the bond paid up and why was I not contacted or received any notification or documentation pertaining to this.

Standard bank/late estate was tracking the payments, and with any account worldwide, there is a reference, there is a debit and credit for money coming into or leaving the account, and more importantly, every single deposit I did had my unique reference number.

Standard bank can call me weekly to sell me insurance or offer me credit or a loan and made contact when my husband passed away and I was in arrears, but to take my money when I am no longer owing them, which is almost like theft for 3 years and not provide me with any correspondence is distressing.

I want answers and I want my lumpsum of money that is sitting in the account with my reference number, which belongs to me.

I have had no correspondence since the consultant sent out the email to the late estate department on my behalf.