Debited 902 from a pensioner, she must wait 30 days for it

First of all they are known for their exorbitant prices, long story short I called them to get myself and my parents insured to my greatest surprise the policy is under my mom's name although i was to pay as the principal member. Never got even an sms to confirm anything so everything was sent to my pensioner mother to read. When discovering all this i was told that my mother was to be the one calling, just a big confusion. Then my moms account was debited with the money i send her as an allowance, all of it and was told that it will be refunded in 30 days in the mean time i don't know what she will eat. They are charging 902 and old mutual is 442, how ridiculous is that?