Funeral cover that was added without consent

On the month of july my mother who is a pensioner got a call from a agents from hollard claiming they working with ackermans and offering funeral covers of which my mother didn't agree to but when she went pay for her monthly installments she had been charge for a funeral cover as well; not only that but her devt kept up yet she hasn't been taking anything on credit and hasn't missed a month of payments. We have been given a cold response by the store whenever we asked for clarity. My mother is pensioner and this has already affect her health drastically we would love answers as we beeb struggle to get them from your store representatives