Unauthorized debit order

My Sister Ester Thameli found that she on the life plan with Clientele ultimate dignity plan *** which she was not given the correct information by the Agent she met in town.the first debit order went off her account and she immediately went to the bank for reversal.she was assisted and advised to contact clientele life. she was communicating to the lady called Nthabiseng who promised that the account is cancelled and again the money was debited off her account which i ended up sending a mail and the respond was sent back by a policy consultant Boitumelo Madisha on the 10th of July who also confirmed that the policy is cancelled and she will be refunded after 45 Days. again on the 31st of July money was debited from her account. Ester Thameli is unemployed and her money is being debited from her account which capitec is failing to reverse .R320.00 was debited twice .She was sent an SMS notification of cancellation. Clientele must reverse the R640 back to her account ASAP as she need the money for some important stuff.