over charged

Hi . Bonita's do not want to refund the access money taken from my mums account. I was told I cannot speak to the Financial Department. they also refuse to refund September's debt order. The documents was sent in August 2015. They are not prepared to listen to anyone's problems. I am still waiting to hear from Lammy . She said she was going find out from the Financial Department and call me back. I also wanted to know what do they do with all the extra money that they collect. Do they give it to charity or do they use it for year end bonus ?