******** Debit Order On Settled Revolving Loan

My mother in law is bed-ridden. On the 9th November 2019 I assisted her when she was settling her Standard Bank revolving loan. She transferred a total of R20 260.00 into her revolving account to settle the balance. However, on the 3rd of December 2019 a revolving loan debit order totalling R1500.00 came off her account. She has also requested that this account be closed only to be told that she needs to come to the bank. I am talking about someone who has not seen the light in months simply because she cannot move or do anything by herself. Today (28 December 2019) I called Standard Bank to try and resolve the matter, and after being on the call with Thabo Maphani (Reference Number: ***) for more than 30 minutes, there was still no solution only to be told that she still owes the bank R 1240.00 (sic) and that she need to call back on Monday(sic). By the end of this call my mother in law was tired and had to take an injection to be okay again. Now can someone seriously assist urgently with this request?