Incorrect billing, unresolved refund

am writing to formally lodge a complaint regarding incorrect billing and the lack of resolution despite multiple attempts to address the issue.

I joined Virgin Active Little Falls on 16 September 2025. During the sign-up process, I informed the consultant that I am a Discovery Vitality member. I was advised that my activation fee would be R699, and that my monthly membership fee would be R325 due to my Vitality benefits. I also stated that I would only be able to pay the activation fee on 28 September, and I was told that this arrangement was acceptable. I was further informed that monthly fees would be deducted on the 1st of every month.

Shortly after that, I received a link requesting payment of R1,310. Believing that this amount included the activation fee, I paid it. However, at the end of October, another R1,310 was deducted from my account again.

When I contacted the branch for clarity, I was informed that I still needed to pay the R699 activation fee and that I would be refunded R1,000, while they would “see what to do” about the second incorrect deduction. I declined to pay the activation fee again, as I have already been overcharged and am still awaiting refunds for both months.

I have since been told repeatedly that the matter would be escalated, yet to date nothing has been resolved, and I have not received any refund or formal update.