I sell my house the buyer took a loan financing by BSI. 

The marketing manager opened the BSI account for me she said it’s prosesure to have BSI bank account in order to receive the money.
She did have to me before we collected our money the bank teller took the bank book and the ATM card and ask me to put PIN number 123456.

After dragging the time til bank closed last minute she said one of the documents it’s called IMB without endorsement stamps that’s why the bank have to deduct 6.5 million rupiah.

My concern is all the documents I have sent them the soft copies through scan document. 
She has to go through the documents and verified that all in order.
Why last minute she said there’s short of documents and need to deduct our money. 
