Dissapointed with service

I am very dissapointed in the feedback and help I received from this company. On 06/12/2019 a debit order for R308 was taken from my elderly mother's account. The normal premium is R77. I reported this on 30/01/2020 and was told that the extra premiums would be paid back. I watched the account, but nothing happened. Again on 21/05/2020 I contacted the company. was told the first operater would call me back. On 01/06/2020 I threatened them with the ombudsman and I was called back,asked to e-mail the relevant documents - which I did. On 02/06/2020 after yet another mail I was told: "It will be escalated to the Premium Collections department for investigation. Please expect feedback within 7/10 working days, it can even be sooner." NO FURTHER COMMUNICATION! Wednesday, 17/06/2020 I email again and asked what was going on, still no reply I am really very dissapointed.