Do not take out a short term subscription, you will not be able to book classes on line and you won't get a refund

On 1st August I took out a one month short term subscription to Virgin Active in Melrose Arch. I was staying there on a temporary basis and wanted to do pilates classes whilst there . My money was taken and I sat with someone so that they could show me how to load the app in order that I could book into the classes. We couldn't get the app to load, so a class was booked for me in the sales person's name and I was told that someone would help me with the app the next day. I went in, did the class and sat with someone whilst the app failed again to load. The person helping me offered to book a class for me and gave me a paper print out of the classes. I said I'd rather have the flexibility of using something on line because I wasn't sure of my plans and wanted to be able to book a couple of hours before a class. I had been promised the ability to book myself into classes before I subscribed. I was told I would phone in to book nearer the time. So, I then phoned in a couple of hours before a class and got no answer - phone just left ringing. I had to go in to book a class, go home for the next few hours and go back to do the class. When I went back and complained about not being able to book online or by phone I was told that the phone gets busy so it's best to book on the app. Within the next few days I asked for my money back. I have sent them the bank details, I have asked them when I will get my money back, I have been told that the refund has been approved, in September I went through the bank account and couldn't find the repayment, I have asked in December when the refund was made - got a reply not answering my question, I asked in January when the refund was made, I got a reply with no answer, I am sick to my stomach of chasing them. I logged a support request back on 9th September ***, that appears to have been closed. They have taken my money and promised a sercive which they did not deliver. They have promised a refund which they appear not to have delivered. I have been trying to get an answer out of Charity Rametsi since August, perhaps someone could give her some help so that she can help me