Nthabeleng Sharon Malapane - Balloon Payment Dispute

I took a vehicle loan with Standard Bank in 2017 and they included a balloon payment on my contract without discussing it with me first. Now I want to settle my loan prior to the 72 months and only now I am told that I have a "balloon payment" of R 54 000.00 on my contract that I need to settle. I disputed the charge since 04th June, to date they can't find any backup that I agreed to the balloon payment, they still haven't gotten any telephone conversation where a consultant informs me that my loan has been approved with a balloon payment due to affordability so I decide if I want to put a deposit upfront or take the option of the residual. I feel the bank took a decision on my behalf and I have been calling and sending emails asking for feedback regarding this matter as I want to settle the loan so I can move on to other things that are now pending due to this loan. I have stressed this countless times with the consultants who have been assisting as well as their superiors and I still don't have any feedback. Can Standard Bank VAF please assist me in this matter as this has taken far too long now and I need to know what is it exactly that I need to do in order to get assistance from you so this issue can be sorted out. It has caused me enough stress as I constantly have to call the consultants almost everyday and send emails and no one gets back to me with concrete feedback.