Inconsistent service

Second time joining virgin active and haven’t had issues with them in the past except for this one time. They debited my account twice in a space of 2 days. When I phoned their customer service line to enquire about a refund I was advised it would take a week to process. I’ve been extremely patient and a week later still nothing. When I phoned them yet again to follow up I was told no it takes between 10 to 15 days. How inconsistent are their staff though!? One person says one thing and another says something else? The price of everything in this country is constantly being increased and to make matters worse, you get virgin active debiting your account twice for the same amount for your membership. I don’t understand in 2022 how a system is able to debit one person twice when one payment has already gone through. Very very very unprofessional