Banco de Oro / BDO Unibank review: Home loan

We already sold our house. The remaining loan was already paid by the buyer last August 6, 2020 received by Desiree D. Mercado at the Banco de Oro, SM Marikina Branch. We are just waiting for the release of the TCT from the bank so that we can be paid in full.

September 9, the bank saw an unpaid credit card balance for which my wife was just supplementary card holder and full payment was made the same day.

October 14, 2020, car loan was noted and was paid October 15, 2020. We were told to again to wait. When I checked today, October 30, 2020, it is already paid as seen in the bank's system but still it says for collection why is that? What we are waiting for right now is the release of the TCT from BDO so we can get the remaining balance from the buyer. We sold our precious home because of financial problems. The buyer does not want to release the remaining payment because BDO was holding documents for more than 3 months already.