Same plan capture twice but no refund??

My girl friend who is a teacher took out a plan with AVBOB which was to debit as a STOP ORDER on her persal number. The plan was capture twice and has been debit twice on her persal number. We went to query this at the branch and were told that the other policy will be cancelled but no monies will be refunded, but it still debit this month. Firstly it is very unfair to not refund monies whilst you the one that capture the same plan twice. Secondly the plan has not been canceled as it has debited. We would like a full refund of the other plan and also for it to be cancelled.