No refund on debit order...

So I signed up for a contract at Tygervalley. But then cancelled the contract on the 28th of January. On the morning of the 31 January the debit order went off. This is after I cancelled the contract. I then phoned the Branch and spoke to the branch manager. He then told me to print out a bank statement and to bring it to him, which I then did. ***. He told me that if I do this, the money will be paid back by Wednesday-Thursday this week. But then yesterday I went into the branch to ask when am I going to get the refund. Kaylyn which was very helpful then called the customer care line and they told her that they have no evidence of the bank statement, This is really bad service from Virgin Active. WHEN WILL I GET MY REFUND?????? It's been more than a week now.