Bad service

I asked for membership to be converted to vitality a while back. I spoke to a consultant, and I was told that all is in place (Virgin Active Maponya mall). At the end of the month, I was debited a higher amount than required. I went and spoke to the consultant again. I was assured that I will get my refund. To date, I am still waiting to be reimbursed and I am taken from pillar to post. Not sure if this is the general standard of service given to clients. Disappointing.