Debiting insurance unkown to client

My wife recieved mail from August last year due to postal strike delay.She saw letters from Hollard life and on her statement deductions.She has gone to 2 Branches and they have phoned but the problem is not resolved.I want to know who opened the account as this is ***** and why no one can assist her.i also expect written explanation of what action is going to be taken.i am expecting her to be refunded including interest and the policy. cancelled with immediate effect.