No refund

My mother cancelled her insurance 2+ months ago. The debit orders still go off and they keep on promising to refund her .. but nothing. She is a pensioner and need her money & can't spend R50 each time she has to phone and find out what is going on to only receive empty promises. 1st time she phoned she was told not to cancel the debit order at the bank because its bad for her credit record and the next time she called, she was told there is no note against her policy to cancel it .. and so it goes on.