Settlement amount not adding up to Online banking

I contacted Wesbank for a settlement quote. The quote they sent is 5k more than the outstanding capital balance seen on FNB online banking. This discrepancy i raised with wesbank again - the agent then had to reach out to her TL and feedback given was that there is a 3 month penalty for large finance over R250k, meaning i will have to wait the 3 mont period out so that the 5k is wavered. Reason they gave is that if i refinance i will get a good deal as a caveat. Nowhere is this mentioned in any documentation. Absolute ******* i tell you!