Instalment no going down

Hi guys can u Help me out my Mother has Ackermans Account She has been Paying R325 a Month she Never Missed a Payment Bt to my Suprise the Instalment Balance Remain the same so she went to Ackermans they told her she has Funeral Policy the she decided to Cancel the Policy and i decided to Call the Call Centre to find out they told me she had 3 Policies remember my mother she is an old lady not educated she doesnt remember signing for the Policies, Ok Its October now But Her Balance its the same as August last week she went to do Balance enquiry guess what the Balance is higher remember she paid on the First of October and did the enquiry on 17 October and she didnt Buy anything Today i called Ackermans Call Centre The Agents to me they can help me and i have recordings were they just tried to Avois me as was demanding answers