Standard Bank home loan

I have home loan with standard Bank that I have been paying without any problem, then I dicided to pay extra cash on the side for the home loan to my surprise it was not included to the payment,when I ask why they said I should bring proof of where the money was coming from, I did provide the proof. again to my surprise when I checked my statement the money was not included..what I did was to settle the whole amount that was left for home loan ,on my bank app its R000.00..went the bank today so to check on bank loan status and how to go about to get my title deed.. they connected me to home loans where I spoke to Matsheke Dikgole which she was hesitant to give me her name you can even check the recording she told me I still owe R8844.00..when I ask about the access money that I have been paying she first said I don't have access money then I have ... Am so disappointed in Standard Bank it seems as if am not supposed to finish paying my home loan ..I need answers so I can end my relationship with them.