************ behaviour by the policy advisor - unfair penalties for changing our minds

During the third week of August we (my mom and I) met with a advisor named lannie here in Palaborwa town. We shopping for investment products, on the 24th she draw a quotation on a policy we were interested in and I signed. On the same date 24th of August, she gave us an Account number to deposit the funds we wanted to invest; we used my ID as a reference as I did not have a policy. By the next appointment date, we were no longer interested and ask to have our money reversed back to us. Since the 28th of August to date, the advisor literally refuses to reverse the transaction. Threatening that 11% of our money will be taken and used statements like "its a stupid idea to move". We have called the head office and were assured that the money lays in there "general suspense" account. All we want is to get our money back since we did not sign any contract yet. The advisor went and sent my name to SARS (with my consent or knowledge) and now I am getting calls and notifications, I do not understand. The advisor is operating in bad faith and is self seeking. Please intervene and help iron out the issue.