No feedback an deductions unwarrated

We cancelled our contract with Gym company in November 2015 after we had been told that a settlement needs to be paid. We then paid the cancellation fee after it was disclosed to us. To our horror money was deducted of our account at the end of November 2015. The accounts department confirmed that its their mistake and they have been promising to refund our money being R 1000 while we normally pay R 399. we have yet to receive our refund. We been calling and sending emails each day however no body responds to any of our emails. We have called Precious from the department but she keeps on promising we will receive our refund every week.