Phantom Refund

My husband and I cancelled our Virgin Active contracts in February due to unhygienic pool maintenance, which Virgin Active has apologized for. <br> <br> Our 12 month contract was paid in full upfront, so the refund process should have been quite simple. However, only one of our contracts has been successfully refunded, with the second amount of R4972 reflecting on the VA system as \paid out"";or whatever the next operator will tell us. We were requested to send through bank statements \""to prove that it was NOT paid out\"""