Refund for cancelled membership

I cancelled my wife membership within 15minutes of signing up. I have been given the run around for my refund from the the broker a Mr Chris and a credit controller Ursula Bennie.We cancelled the membership on January and up today we still have not received our funds.This is after the two gentleman at the school had promised us the refund ill be done in 3 days.I was put in contact with one Mr Chris whom I had to chase around for period of two weeks just to ge the relevant papers.I got the papers scanned and send to him and never got a respond until I called him a week later. He then passed me on to one Ursula Bennie a credit controller who then responded saying the authorisation letter needed to be signed.Surprisingly though he/she was copied in on all the e-emails correspondence, after I had scanned the signed letter I got another surprise form Ursula saying the bank details form has to be double signed again .one wonders why she.he could not just advise me at once what was needed than to wait and then tell me this is needed.This kind of well calculated collaborated effort to frustrate people should not be tolerated.My refund still not processed.