Unauthorized deduction (Again)

Second time I am posting here. This scheme does unauthorized deduction from my elderly parents. When I contacted them in December, they said they would get back to me. To date they have not. They gave a reference number but do not act on it The lady at call centre promised someoen will contact me before end of day. We now in a new year and still waiting. How can you deduct thousands from elderly people without authorization? After countless emails, calls they do not get back to you. I would not recommend this medical scheme at all. If you have a choice, please avoid.