Cancellation of Policy

My Mom received her copy of the policy and this is not what she asked for she asked for a hospital plan and what she received was a policy paying her when she is in hospital. She then tried to cancel the policy but with no success. She phoned them to cancel and send through a typed letter with her signature as requested. When I phoned to make sure they cancelled it they told me that they need a handwritten cancellation. They refuse to cancel this policy, even the policy was completed with the wrong details. I don't know how to get this policy cancelled she received the policy papers 9 January so she is still in her 30 days cool off period. They have *********** staff working there since when is a cancellation letter handwritten - Please get them to call me and cancel this policy otherwise I will go to the Ombudsman