Unexceptable business behaviour!

My mother has a Vodacom cellphone contract. She was due for an upgrade. So Elite Mobile phoned her and she got confused and excepted their offer and upgraded with them. The next day wheb they phoned her she wanted to cancel this transaction. She has phoned numerous times trying to cancel this and during this process was told by the agents that she will be refunded the fees deducted from her bank account. But no such luck. Now the money was deducted again yesterday. We phoned and phoned and was told that the request has been sent but have not received any feedback. This has been going on for almost 2 months. My mother is getting restless because they keep taking her money after she told them on different occasions that she wants to cancel. How is this not sorted out yet. Now she has to prepare to phone them again and ask why is this cancelation not done? Whats going on? I see this as ********** really. After the first request to cancel it shoild have been done already. Help please I dont know how to help her sort this out. I have sent an email also an more than a month later...still no reply. They are gonna lose all the people's trust. Please someone that can help me help my mother.