Cancellation Confusion

My mom had taken out a Clientele Perks policy and recently wanted to cancel it. She received a cancellation letter on 17 August and then a few days later, a premium was deducted from her account. When she went to Clientele to query it, she was told that she will not get refunded. She said the person that told her this was rude and didnt explain why the refund would not be granted. My mother's is Siphiwe Regina Reichenberger and her Clientele Perks Policy number is ***. Her contact number is ***. I would appreciate a quick response as she is a pensioner and cannot afford to pay for this.