Dotsure insurance please refund us the money

It has come to a point where I get angry about Dotsure insurance. It's been three weeks now my mother has been sent from pillar to post. She bought a new car and the company debited more than what thy should have debited, we called them in the last two weeks to say refund the extra money you took they told us to be having Techincal problems called them again last week Friday samething was told to us it has been three weeks now and they have not bought the extra cash thy took