Nedbank home loans has put my mother is hospital with over R19000 wrongful debits

My mother is currently in hospital with heart problems all thanks to Nedbank home loans. She requested a payment break which nedbank agreed to and she adhered to all the terms and conditions, now that the payment break is done. They deducted the agreed debit order which which is fine. 2 days later, they deducted over R700O from her account, she called and complained. They agreed to refund her money. They didnt. Instead, they deducted another 10 000 from her account and R2500 today this is all is a week over R19000 wrongfully deducted and still no refund. She has been calling and they keep promosing to refind but still nothing. How is she supposed to survive. Right now she is in hospital with heart problems due to the stress