Debit order went off after cancelation

I have canceled my moms subscription on the begining of April, i was told that she has to pay a R180 fee for early cancelation on something she subscribed to but is will be dducted on month end. She went to a old age home and cant afford it anymore. Then she received a sms on the 22 April saying they are going to deduct R1042 from her account. i called again and was told that i actually had to pay R163.47 the only they can cancel the sucscription, so i made immidiate payment as she cant affor that debit order going off. called again and was told ok there are no contracts showing on my moms name and the debit order option is changed to cash. on the 25th her account was deducted with that amount, so when i went to pay her stay at the old age home she didnt have enough money. i called again on the 2 May complaining about this service i am getting and was assured that the monies will be reversed to her account on the same day. still this morning there are no funds returned, we had to borrow money to pay her stay at the old age home. i want this sorted ASAP as we need to pay back the money we borrowed, and i dont want the same issue by month end again!!!!!!!