RCP loan balance horror

I have an RCP account with standard bank since 2010 or so. The current outstanding balance on the account was R152 500. I called your call center a month back and enquired about the process that i should follow if i want to reduce the outstanding amount. i was informed that i will have to go to my nearest branch if i want to reduce my balance because i will have to sign a new RCP agreement and that made sense to me. I then asked if my monthly installment will be affected and the consultant said Yes because i will be signing a new agreement. On the 25th Aug, an installment of R4200 was debited as per usual and i made a further transfer of R7100 from my current account to my Rcp. my RCP then had a credit/ avalaible balance of R8050. I went to wonderpark branch today to request for my balance to be reduced with the R8000, meaning i do not want that money available anymore. I want my balance to decrease from R152 500 to R144 500. I do not even know where to begin with the horror that experienced at that branch. I was there at 8h30 am and left around 11h00 without any assistance. The consultant who was assisting told me that it is not possible for my instalment to decrease, suprising as this is not what i was told when i called. None the less i told her to decrease my balance and give me a new RCP to sign and that never happened. I was assisted by almost 5 people who were all speculating and not knowing what to do. At this moment i am told that the R8000 credit that i had is not there anymore, so where is the new agreement? On my APP my RCP account is grey and shows R0.00 so i do not know what on earth is going on. I am just suprised that your staff at a branch level are not able to assist, all 4/5 of them. Just speculations and confusing me even further as a client. All i want is for my RCP amount to be decreased, send me my new agreement so that i can see what my new monthly installments, interest rate and loan term will be. Is that too much to ask? I need that agreement, due to the service that i received today and that i cannot see the RCP loan on my app, I am panicking.