Fidelity-ADT has been deducting premiums off my mum's account (a penioner) for a year now and have not provided any services or feedback to the numerous queries raised

Fidelity-ADT has been deducting premiums off my mum's account (a penioner) for a year now and have not provided any services or feedback to the numerous queries raised. The system was not installed or handed over correctly yet premiums continue to be deducted. Despite numerous requests for the matter to be addressed nothing has been done to date, just lies that they will get back to me. I wonder if they treat all clients the same way or certain groups of people only.