Bad service

I want express my disappointment and a bad customer service with the accounts department. In December I made a payment via a link I was sent by one of the consultants, I make my payment as advised, however the link was not working and I end up paying more than what I was supposed to pay due to multiple clicks. I call virgin active to explain my story, the service consultant logs a call to get my money refunded back to my account. I call to make a follow up 3 days later and I am told the money is credited into my virgin active account and I will not pay in jan, to my surprise ok. Which is still fine I guess. Now the annoying part, in Jan I visit my club in cape town sunningdale. My card is blocked, mind you this is mid Jan and I am told my account is in arrears with about 300 or so. How because 1st of Jan I got debited R70 to cover the full monthly premium. It’s annoying, really annoying and someone is not doing what they are supposed to be doing. Please reply and get your staff in order.