Impossible to cancel anything at VA

Is there anyone at Virgin Active who can actually do admin?? I cancelled my swimming lessons and was told by the relevant person in charge I did not need to action anything, he would handle it. Low and behold, the money was deducted anyway. After trying to get a response from him, I escalated to the club manager, who is very sweet, but is only ever able to say 'I will follow up' and actually does nothing. There is no escalation process, no contacts on their websites and no way to query this. When I tried, they erroneously cancelled my membership, which I then had to reinstate. Where can one go to get the matter resolved and the refund done. Apparently having a monopoly in SA makes it OK to not be able to do admin.