How long does one have to wait for a refund?

More than a month ago I called in to Virgin Active's call center to request a refund for a Personal training booster pack which I no longer wanted. I was assured that this would not be a problem but that I had to make contact with Vusie at my local gym (in Eco Park) to request the refund. I gave Vusie a call and was assured once again this shouldn't be a problem and the process would only take a couple of days. I week later I approached Vusie at my local gym, I was asked a few questions and once again assured that the refund should be done with the week. Another week passed and again I had to approach Vusie, who this time seemed shocked the request had not been processed and once again I was assured that he would follow up with head office.... Now it has been more than a month and I'm still waiting for a reply, can somebody at Virgin Active please tell me what more do I have to do to get my refund?