Pathethic services from old mutual

In june my mum got a call from the agents with regards to da old mutual insurance policy she agreed to take up with them but agreed for da policy to be debited from my account (her daughter) she was advised that it is nt yet processed until she go to clicks and do the HIV blood test and call has to be assessed by the quality department and will call back within 5 days to advise if was approved or not my mum didnt do the blood test bcoz no call was recieved but my account was debited which is to me considered ***** the agent clearly told it will not be approved until call is assessed and the blood test was done so how can dey still go ahead n debit my account when they didnt complete their job