unathorized debit order (*****)

The is an authorized debit order on my mom account, and when we query about a debit order they said she has used her card and pin to authorized it, which I find it strange because she does not carry her card and what make me sad its that she is a pensioner , the money that was deposited from the account was for a funeral cover which lapse because of this unauthorized debit order. we have phoned the call center and they are not willing to assist .They have even block it so that she cant reverse it. Please can someone assist as to get the money back .I wonder how many people have being ***** by this.