Gym Fee Refund not paid back

I am really struggling with discovery vitality with regards to the the cashback they are suppose to pay into my account for my gym fees at Virgin Active. In August i struggled for 3 weeks with various phone calls and emails and finally got it sorted out. On the 3rd of September i got my first refund. Now we are on the 12 of October already and still no cashback paid to my account. I have phoned in twice. The first time the lady said the problem is with Virgin Active as they have not received the list yet. The second time the lady said its still coming i must just be patient. Last week i emailed a complaint and still no feedback on when my money will be paid back. I wonder if this is how its going to be every single month i have to fight and argue to get my money back.