Edgars VIP Club ****

My fiance has had Edgars card from 2015 we have been paying every month of which the balance has never decreased ,recently when he went to query this they advised that he has joined VIP Club of which he never agreed to ,the have been charging us R75 ,he then called to query again they then cancelled it but reinstated it without his consent...we have now asked for recordings its been a week but they promised 24hrs ,he had to go to the pavilion Edgars to follow up they now said another 7 working days which is total BS ...please assist urgently as this is **********