Provident funds refund

Still not happy with the feedback that we got, Librrt refused to refund my mums Provident funds balance that my mum has, claiming that it's penalties in which she canceled with them within a week and was not told the would be penalties, this money my mum worked so hard for it and really expected her to let go of 25k and share it with them.. Really we have to take this further and who ever was in process with this policy to confirm where and when did they mention the 50/50 penalties