R13k 'mistakenly' deducted and not refunded!!!

Today marks exactly 4 weeks that we have been fighting with Virgin Active Meyersdal for a refund. On the 1st of March this year my husband came from abroad to visit SA. We went to the virgin active Meyersdal and my husband inquired about a 1 month contract to use the gym while he is in the country. He signed up and all was well. During the payment process, the agent assisting us put one to many 0's and deducted R13000 from my husband's account. We were told it would be reversed that same day. Well. We are still waiting. After having to constantly phone for updates, we keep being told just another 2 or 3 days and it will be sorted. We receive no feedback or updates as to what is being done to resolve the issue. We have tried to contact virgin active on FB and via email and have gone into the branch to speak to managers ect. We have had little to no response and when we go into the branch we get told that no managers are there when we can see them walking around. We get told by the agent that the 'admin lady' has emailed so-and-so but no effort has been made from virgin active to contact us directly and update on the matter.

We are absolutely appalled by the shockingly poor service we have received from virgin active SA. And we are at our wits end as to what more we can do to get this issue resolved. We have written affidavits and sent proof to the branch and have done all they have requested and still we receive no feedback or updates. What will it take for virgin active to respond and do something about the matter????