********** account debit

I received an email in November informing me that my membership fee will increase from January 2018. However I did not receive any notification regarding my daughter's membership fee. Her monthly membership fee was increased from R95.00 per month to R200.00 per month for the month of December 2017 without any notification. I called Virgin Active call centre to log a query & I was referred to Vitality who explained how the billing process works & was referred back to Virgin Active. On the 04th January 2018 I spoke to a lady by the name of Cheryl Forsyt & she informed that the fee went up because my daughter turned 14 years in October, however the contract doesn't state that, it just refers to children under the age of 18 years old. I have requested that reimburse the additional amount deducted on my account without my consent & that the contract doesn't state anything about an increase in the membership fee from the age of 14 years. I was told I will be called back by the Team Leader on the 04th January, and that didn't happen. I called again on Friday, 05th January 2018, and was given the same response that they will call me back. I called again on Monday 08th January 2018, same response was given. I then called again on Wednesday 10th January 2018, same response. Today again 12th January 2018 I called and spoke to a lady by the name of Zoyisa who promised that they will definitely get back to me today. I did not receive a call back from anyone. The service is ridiculous, the fact that an additional fee was deducted from my account without my consent & with the contract clause being vague on escalations for children is not acceptable. What has been done by Virgin Active South Africa is *****, and the fact that no one is giving my query any attention whatsoever is inconsiderate of Virgin Active's representatives.