Quick to take your money without permission slow to refund it.

Standard decided to cover my mother's car without asking her, took money from her account to pay for premiums without asking her and when is time to refund that money they're taking their sweet time. Apparently a certain lady with the initials SC who is the NFI VAF consultant that is supposed to authorize the refund is just not replying the consultants at the call centre. I tried calling her and her phone just rings twice and hangs up. Something that was supposed to take 7 working days has taken 2 months.