Old mutual debiting premiums they can not account for

We want a full refund of premiums that Old mutual for months has been debiting from my mother’s bank account for policies not showing under her portfolio . We called customer service on 3/10/24 and spoke to a lady called Qaaniah who tried her best to help and visited one of the branches on 5/10/24 and in both cases no one could tell us what these extra premiums were for, instead they kept telling us about the ones on her portfolio of which she is fully aware of. This is very worrisome because it means her bank details are probably being used to debit for some stranger’s portfolio.