Double sebited without authorization!

I noticed that Virgin Active debited my account twice on 2 September 2015 as the premium that went off was double the amount. I contacted virgin<br> Active Fourways on 11 September and spoke to 2 ladies at reception who promised me that the admin department would call back. But to no surprise no one called me back. I called them back and they said they were sorry as the admin department was not coming in and would only be able to call me on Monday. Today is now Tiesday 15 September and still no one from Virgin active has called me. It's so easy for them to debit my account when they want their money but when they have made a mistake and double sebited someone's account and the person is asking questions and wants a refund they don't come back to you. For a company that prides itself on customer service this is very disappointing ! Can someone call me ASAP to let me know why you double sebited my account and what is was for as I want my refund ASAP.