Standard bank needs to pay back my installments

I have a standard bank home loan, which was joint with my husband who passed away in 2007. It was placed Into a late estate account, for the past 2 years I have sent emails and even tried contacting standard bank home loans to find out the amount owing to finalize payment, with no response or feedback. I have been making cash deposits to the late estate account with the bond number as a reference, when going into the bank to query it was impossible as it cannot be brought up on the systems as it was a late estate. On 21 Jan 2020, i eventually got a hold of a gentleman named Senzo, who was calm and professional, he informed me that my bond was actually paid off in 2016 already, I was in shock as on 17 Jan 2020 I had just made a cash deposit of R5000. I informed him that I had no idea the bond was paid off already, and is there anyway I can get assistance to have my cash installments returned to me since 2016, when the account was paid up. He told me to send through the most recent proof of payment, which I did, he also told me that if I did not have all the valid prrof since 2016, the account number would be able to track all the payments made to the account. He would put in a query for me and get back to me. Today, 24 Jan 2020, i received a call from a consultant from the late estate department, she told me I would not be paid back any of the money with all the proof of payment, understandably I was upset, this is alot of money that has accumulated in payments to Standard bank over 3 years, and I told her that the account and reference should be enough to track the account balance, she told I should stop raising my voice at her, and that no it would not be possible for me to the the money back without any proof of payment because the account is closed, if the account was closed how did the account then accept all my cash installments over 3 years. She undermined me with her tone and attitude, understandably, she is not to blame, but how can i be told I won't be able to get the money back. Standard bank repossess cars and property for non payment and will remind you 5 times a day when you owe them, but when they owe you they impossible to get into contact with. I told the consultant to get someone else to call me back since she was not impressed by me being upset that my money may not be returned to me, I have not heard back yet. I also requested a final statement as to when the account was closed and I have not received that aswell. The account number and reference was valid, so I am certain all the installments paid will still be in that account, even with a debit balance whenever I've had a change of account or a closure I was given a statement indicating this, no contact what so ever was made from standard bank to me, regarding my bond being finalized.