No explanation: I must follow up

I joined virgin active late last year at the recommendation of a friend employed by the said gym in Bryanston. The joining was subject to the following conditions, it would be R50 to join, and the month for free, as well as a designer bag added to the Mix. The only truth was the R50 which I joined with. I followed up on the two other promises to no avail.

Upon joining I provided my banking details. An amount of 1250 was supposed to go off on my account. I have my banking statements which showed that Virgin Active did infact debit my account. The funds went out of the account, which went into minus however the full amount was provided for.

I then checked my banking statement after receiving a phonecall explaining that I owed virgin active. I went numerous times to the Northgate branch with my bank statement to show that I had indeed been debited, the money was returned into my account. A very rude and insensitive consultant was rude saying "Do not make it our problem if you have issues with your bank or you don't have money" As a result I went back to FNB who told me they also dont know why.

The same consultant called and I have since stopped answering calls from virgin active or paying them.I have not since that time used their facilities as I am not paying for them.

I would like to know firstly if Virgin Active cannot tell me why they returned the funds and If FNB cannot tell me WHO IS SUPPOSED TO,

Secondly what it the procedure when eve if after I have joined, the services that are promised to me are not delivered and I am then subjected to an array of insults by your employees and still not using your facilites becuase I am dissatisfied, what is the process of complaining and leaving this facade?