I have a policy with Old Mutual and so does my mother

I have a policy with Old Mutual and so does my mother. She changed employer's a couple of months ago and there was an issue with her debit order. She was initially being debited from the persal and then changed to bank debit in an attempt to rectify the error. Now she is being debited twice and this has been going on for months now. She has been told that she will be refunded the other portion. But this has not happened. My mother is very frustrated with this company as her finances are now in a terrible state because of a mere admin issue that can't be handled. We will even be canceling our policies for this reason.