Consultants have poor customer service don't know their own policy

I've been running after virgin active for a month now because I was told that I was allowed to freeze my subscription until I wanted to cancel. Not only was I told this was allowed but the lady I spoke to, on the 3rd Feb 2023, told me she did it and after charging me the full monthly charge of R600 in Feb 2023, she said she would freeze my subscription and process the overcharge to be paid back to me and that she would put my cancelation through as of 28th Feb 2023. She said the overcharge would be paid back by the 10th of Feb 2023 and today is the 27th and I've called in about 5 times with people telling me it's not part of their policy to freeze a subscription on the month I cancel. It seems like the consultants are *********** and don't know their own policy. I still want my overcharge because it's what I was promised. If the virgin active consultants don't know what they're telling customers then that shouldn't be my problem rather it should be theirs. I've been sending emails with no responses, I've been told by multiple consultants that they would call me back and I've had to be the one to run after them. Extremely unprofessional and poor customer service.