GEMS *****ing from poor pensioner

My mother cancelled her membership with in September. They told her to pay for Sept/Oct the amount of R1186.00. Why she had to pay for October I have no idea if the membership was cancelled. Then again on 3 October GEMS again debited hee account for the same amount of R1186.00, WHY!? She is a pensioner and they just take money from her and then still say thank you for payment. WHY take money from her 2 times if she already paid for the cancellation. I emailed them last Monday they still didn't bother to reply or refund her money that they took