Debit order and Refund

I send a mail on the 3/12/2020. The problem is still not solved. My mother is 74. IPS keep on debiting her account. You send her a unwanted package she asked to be be picked up it was never picked up this a year ago. She asked that the debit order has to stop, IPS just ignored it and kept on debiting her account. She can not afford it as she gets pension from the state, but you keep on debiting her account. IPS called her last week saying that she has R3000 worth of vouchers, she does not use your product she doesn't want your product. Please STOP forcing the people specially the elderly. Just refund her money. They said they have stopped the debit order now, don't know if I can believe it as it was asked a year ago. Please pay her back what is owed to her.