bad service

i signed up for Virgin Active red early this year and i was paying R280 a month that was being debited on the 25th of each month. since i have Vitality i then decided up upgrade my account around the 26th June or July and i was then asked to pay R399 and R120 for the card and on the 25th the R250 Debit order had already gone through. I asked the sales rep at the Virgin Active club in N1 city whether the R250 that was debited on the 25th whether it was going to be credited to the new account and he said yes. His name is Tauqueen, not sure of the spelling. i then paid the R399 and R120 for the card a few days later and on the 1st of August they debited the account but it returned unpaid , i then made means of making a payment and after making the payment i still asked about the R280 that i was promised that it would be credited to the new account. still today the sales rep is either not in on the days i go to the gym and no one seem to be following up my query.