Unauthorized debit order!!

My mother took a laptop with you guys in 2012 and you want to tell me that 3 years has not passed? Called in today to inquire about a massive debit order that went off my mother's account only to be informed that there's an extra data thingy to was taken out. By whom??? How do you guys authorize things without speaking with the account holder?? She wanted to cancel but the guy said he cannot. You guys are robbing a pensior of her money!! That laptop as well is supposed to be finished by now. This has to stop there is no way my mom can afford 2k monthly for something she did not authorize.