Debit order that was not supposed to go through, no communication, no feedback, no refund

I joined virgin active bryanpark, and signed up during the blackfriday promotion. The promotion included free membership for January and February 2024. Virgin active debited my account in January 2024. When I reported the issue, I was told that there was a system issue and I will be refunded. I reported the issue on 03 January 2024 and have not received my refund to date - 13 January 2024. I have followed up, and there has been no communication or feedback. Very disappointed as I joined the gym to live a healthy lifestyle and reduce stress, instead virgin active is causing stress in my life. I want my full refund and no debit should go through my account in February. Should I not get my refund by 19 January 2024, I will lodge a formal complaint with the relevant regulatory authorities and phone 702 to get Wendy Knowler involved.