Poor customer care and services

I've been in contact with Virgin active head office since June 2025 regarding virgin active debiting my account for a contract I never signed up for, I expressed to the consultant the matter of urgency as I am currently unemployed and this is affecting me further, I was requested to send confirmation of signatures, bank account which has all been sent, I keep following up via email and calls, I get a response seldom, I was promised by the team leader I would get an update regarding the refund that was now authorised, I have not yet received any refund or call to date. I have called to follow up today which was more shocking I was told I need to wait as the operations manager was not in the office and they are not sure when they will be back!!!! So mean a huge company like virgin active there is on one operations manager that can deal with this...... So what happens in case of urgent matters are we supposed so wait for the return... Pathetic services very very disappointed