Poor customer service from Outsurance Retentions

Good day

My mom has a home insurance with Outsurance where we have been satisfied with the service from the call center staff to their service providers they use with regards to claims. Mom was buying a new car which of course Outsurance was the 1st mind to get a quote from. The lady she spoke to advised that once she’s at the dealers floor she needs to provide vin and reg number which she didn’t because she didn’t take possession of the car. This morning and debit order was processed for the car insurance . We called your call center and spoke to a lovely lady called Victoria who was empathetic and call got cut off . We were then called within minutes by someone called Ntoko Molefe. Instead of asking the reasons why the car was never taken she asked ‘ why didn’t u call us and tell us that u didn’t take car ?’ No empathy whatsoever. Buying a car may be nothing to some of us , it’s just another ‘car’ or a ‘ car’ but to my mother this was a special car for her. Because Ntokozo felt like it’s my moms fault , mom apologized to Ntokozo and asked when will she get the refund and how much . She rep**** and told her but didn’t even explain why she would not get her full refund. Any reason why that wasn’t explained to her ? Or is it because it’s her fault she didn’t call ? When and if she does take ownership of the car we won’t insure with u regardless of your premium and our assumption of thinking ur service is great towards all business avenues was totally wrong .