Do justice to my mom and refund her her money

My mom took a policy on behalf of my uncle few months ago and he passed on before it could cross 6 months so they couldn't pay out due to that. However she's been trying to cancel the policy and she submitted all the necessary documents also followed all the protocols she needed to. They said they will finalise and refund her her money two weeks ago till to today she's still waiting and yet they send her endless messages and emails telling her to submit documents that she already submitted till today. Furthermore they also asked for alternative number of a Police officer who assisted my mom with everything as well yet still they keep asking for it even when she has provided them. On top of that they are still deducting money from her account.