No refund and no communication

Recently, we cancelled our gym contract (it seems not a minute too soon!) and were informed by the Call Centre consultant that the refund would be paid out within 7 days. The 7 days came and went and no feedback was received. We contacted your head office to enquire on when we can expect the refund, and were told that the manager declined the refund. Firstly, this is not TCF and secondly, when were we going to be informed. As your call centre consultant, informed that we are due a refund, we expect that you will honour your promise and pay back the money that is due to us. We were informed on 21/10/2015 that a manager would contact us to discuss the matter, we waited and watied, and no-one called us. Pathetic service. The only relief that we have is that once this matter is resolvd, we do not need to have anything to do with your company...