Bad services

My Mother opend an account with BlueLabel Connect. The HtC phone the gave her on this contract gave alot of proplems. She returned it to be fixed. A month later when she phoned them to find out about the phone they told her they have canseld her contract. They have sended her a cancelation letter but a month after that what is today on the 14th December 2021 the deduct the debit order. If you phone them it takes forever for someone to answer the call.