Charges for paid up accounts

My mom had an account with Foschini, she has been charged amounts by them that she doesn't even know what are they for. They never canceled her insurance and they keep on charging her and now they don't wannt to refund her instead they want money from her. She went to Queenstown several times a day they called head office to close this account and refund her instead foschini not demands money from her. They must stop playing with pensioners these people