Worst customer service

So on the 26th of January I went to the Acornhoek Avbob branch with my mom to cancel her 3 policies with avbob, she had all the required documents to cancel the policy only for her to be sent an sms 3 weeks later stating that there is outstanding information and on top of that avbob went on to deduct premiums for the month of February where as the policy was canceled in Jan, the consultant that was assisting us did not have any sense of Urgency however she was trying to pursuade my mom not to cancel the policies I believe that my mother was well within her rights to want the policies canceled it's on her decision to drag the whole process can the money debited be reversed to my mother