Account debited after requesting a break

Virgin Active continued to debit money from my account even after I sent an email requesting them to put my account in hold because I was not ready to go back to the gym. I went to the shop (Virgin Active Eco-park) to enquire why there was a debit order end of August and September even though I sent an email requesting them not to. She told me that the company received a lot of emails and that she would help me reverse the funds.

She told me the manager at the gym had stepped out and she would authorize my reversal when she returned. I asked if it would not be faster to go to the bank and reverse the debit order and she told me the money takes 7 days to be returned and that it would be back in my account by the 2nd October I waited for the reversal and still nothing. I went back to the gym again and she then told me the money was loaded in my account it will be refunded by the 12th. I have still not received my money. This is just getting ridiculous because if I went straight to the bank none of this would be happening.