Nedbanks unfair business practices

My mom has a bond with Nedbank which includes homeowner cover, however in 2015 she got a better offer and requested cancellation on the Nedbank homeowners cover. She has been paying two insurances for the past 5years because Nedbank refuses to cancel the policy on they side and also refuse to refund her as she has been dually insured. She is unemployed and is so frustrated by Nedbanks incompetence. We will be taking the matter to the Ombudsman as this is unfair business practices!