incorrect debit

I spoke to 3 consultants at hollard trying to help my mother by paying for our funeral insuarance they did not debit for 3 months the amount of R283 I called again and got no help the date agreed upon was the 20 of every month, the month they decided to debit they did that on the 15.05 I had no money so it bounced I sent a complain on the 16.05.I got a mail from Irma Roberts who promised refund for the debit that was unpaid bank fees on the 18.06 she promised the R60 would reflect in my account which never happened we agreed on R283 an they are debiting R435 don't know why. Instead of them returning my R60 they took R7.50 .which put me on a minus again I need help please I feel hollard is making their customers fools.please help