Quick to debit but full excuses to refund

I've been a member of Virgin Active approximately 10 Years. I joined Discovery Vitality to reduce my monthly Gym fees as per advise of Roodepoort sales. I was promised a refund if I signed up with Vitality in July 2021 which was done. The same sales operator from Virgin active (Karabo) who visited me at home to sign up is promising me a refund since July 2021 till November 2021. My account has been debited every month for the full agreed amount but my refund is the most difficult transaction Virgin active can do. I've been promised numerous times that he submitted it to head office and they processing it, however 5 months later ... NOTHING. He claimed Virgin active does not have my banking details, 10 years of debits ? I provided my bank details 3 months ago which is the same as the past 10 year debits they were running. Today I followed up again and was advised they cannot process my refund because I'm in arrears, does that make any sense? I called head office who referred me back to the branch which will be for the next few months I guess... (back and forth between head office and Virgin active Roodepoort) So much for thinking they the best