Contract cancelled without my knowledge after paying an activation fee

What a nightmare of an experience. At the beginning of January I wanted to utilise my Vitality benefit and convert my membership. I spoke to Lebo at the gym and was asked some questions as she filled them in on her iPad. I then received a text message informing me I needed to pay the R699 activation fee. For 48 hours I was HOUNDED by the call centre to pay this money. I did.

And at the end of January, instead of my Vitality being activated my entire contract was cancelled. No notifications, no calls. Cancelled.

I have spend most of February trying to get to the bottom of this. Two call centre agents as well as two staff at Virgin Active Lonehill (including Lebo) have confirmed an error was made at Virgin Active and the cancellation was their mistake.

After so much frustration I said I did not want this rectified. I do not want to train at this gym. I am so tired of having to fight to get to the bottom of THEIR errors. I asked that my activation fee be refunded.... as NOTHING WAS ACTIVATED.

That is where the nightmare began. No one at head office or Lonehill will call me back. I have NUMEROUS text messages from staff at Lonehill stating they will submit the refund. 2 weeks ago I was phoned by head office and told the refund had been submitted. Today Lonehill accounts team informed me it had not been done and "we must check with everyone first". When I said this is now starting to feel like theft, as I was so frustrated, I was told "then you should go to the police". I asked for an email confirming the refund had been submitted and I was told they do not send emails.

I want my R699 back. I want to move on with my life and never use Virgin Active again. I heard so many horror stories about this brand of gym. I should have listened.