Unauthorized debit order

I am so dissapoint with service that my mom received from this bank,she opened a funeral plan some yrs back but it was lapsed due to insufficient funds,then fine last year she went to the bank and requested her policy to be reinstated but they said she needs to opened the new one because it was over 6 months and we didn't have a problem with that. She opened the new policy and everything was fine since then ,but now to her surprise on the 1st of this month she got the msg with 2 debit orders for funeral plan with different amount.Now the question is who authorized the other policy that started debating her account on the 1st because all along it was only one policy that has been debiting her account and that unauthorized debited was supposed to be the premium for end of this month. Please fix this and reverse that amount back to her account.