insurance nightmare linking debit orders to other clients incorrectly and not refunding the rightful monies to the client !!!!!!

i took out insurance for three devices with MTN in august , I was told I would be billed on one bill which is my current MTN account , I then paid on the 20th my usual installment and then the insurance money added in one payment . my mother in law whom has her very own MTN contract was then debited a few days after . I'm not sure how this happened as there is no link between the two accounts , she has yet to receive her refund which I called and requested .MTN and the consultants whom iv spoken to have no idea how this happened .asking me (the customer )questions they should be giving answers to . MTN was at fault yet calling the call center and the customer been given instructions to do the run around did not feel right at all .trying to follow these instructions sending emails iv had no luck getting this sorted .my mother in law pays her account months in advance and always has a positive balance in her account is now sitting with none which isn't right at all. I was on the phone again today and was told that the policies are cancelled ,cancelled ? yet I paid and she was debited too? I need this sorted and all her monies due to her are put back I did advise that they can leave the policies cancelled as they did it without my knowledge anyway and that they don't need my business ill look for alternate insurance .I would also like the calls to be listened to as I was told they would invoice on my account hence for the month of august I added the insurance payment . I would like her account to be corrected and refunded immediately and if someone who actually knows what they doing to call me with answers and solutions and not push clients from pillar to post .