Poor service from Virgin Active

I canceled my Virgin Active membership in August 2023. A debit order of R 305 was deducted from my bank account on 01 January 2024 and again on 01 February 2024. After eventually getting through in January I was promised that it was a mistake and that I would be refunded in 5 days time. The same amount was deducted in February and I was promised that both amounts would be credited in 5 days. I am still waiting and am sure that this will happen again in March. I am amazed at how Virgin can just deduct funds without any official signature or document signed by me