Activate Vitality on Virgin Active

Policy number In September 2021 I requested a reactivation of my vitality subscription effective 01/10/2021 . On the 01/10/2021 I was charged the full amount for my Virgin active gym subscription and the agent at the Virgin Active call center informed me that Vitality had not informed them of the activation. I tried the Vitality call center numerous times but I just kept being cut off (no answer ) Eventually I managed to get hold of someone on 13/10/2021 who assured me that Virgin Active will be informed. Now nothing has been done and I'm having the same contact issues . The chatbot is too generic to assist (on the website and on Whatsapp). The call center agents drop the call or pretend like they can't hear you. The Vitaly website is not helpful. I have to wait at least 6 days (48 business hours) for an answer . Please assist me so that I can be refunded for 01/10/2021 and the correct amount is debited on the 01/11/2021