Poor service in Fnb

My mom stopped insurance company from debiting in February,in March the company took her money we went to Fnb branch in Peddie for reversal.They sent us to King William's town for that,only to be told there that they don't do reversals anymore...We must wait for lock down to be over or contact the company,We ask the lady to stop it again from taking the money and she said it's done.Just now the same company that was stopped took my mother's money again,March and April her money is gone and the bank can't do nothing about that.That means every month she's gonna lose her money cause bank can't do reversals,the sad part she can't close the Fnb account now.How can my mother get her money?this is so frustrating and i'm so disappointed how Fnb treats clients