Incompetence and dissatisfing customer service

*Requested refund for false marketing* On the 9th of July a certain kagiso called offered my grandmother a service which he portraited himself as a consultant from a certain company my grandmother has an account with. She gave her account details personal information as well. Knocking off on that day I personally called that Kagisho guy told him not go ahead with anything as he **** and deceived a 74 year old woman who didn't understand him. I even sent an email stating that no mediation should be done on behalf of my grandmother.

Shockingly on the 30th I get a call from her telling me that wealthtec deducted money on her account which we were spefic that whatever application was done should be canceled. I called the consultants spoke to a lady called kamogelo which she told me she will escalate the matter to her supervisor which was Thursday. Friday I called again I was now told a 48hr time frame by the supervisor and promised to call before the end of business with some feedback. Today which is Monday more then that 48 hours called and now I'm told that they have a backlog of investigation. Which 1 nobody told me about a backlog the 3 days I communicated with them. 2 I have communicated with them prior the deduction. So now we have to understand they terms which I absurd. And is unfair cause no service was given to us and now a 74 year is been ****** her pension money cause now they're giving us a go around. I'm honestly disappointed on the policy of this company and the inconvenience they put my grandmother through.