Campaign blunders

I joined Virgin active on the 9th of March, they were running a campaign that if you signed up by the 15th of March you would receive a free tog bag and not pay for the balance of March and April, I notified the sales agent that I am waiting for my Vitality to be activated, the sales agent told that will be OK, all I must do is sign up now and as soon as I receive my vitality number I must come into the gym and give them the number, I did this on the 16th of March, On the first of April my account was debited by Virgin Active for the amount of R 137.50, I proceeded to call the customer care line and spoke to someone who was so rude and could not care if I remained and customer of Virgin, He refused to allow me to speak to a supervisor and was happy to put me thru to the cancellation department, If this is how Virgin treat there customers, this should be concern to many people, I also spoke to someone at the club I gym at and Iv had no response from the club either, I expect my money to be refunded and a SNR person cannot me immediately.