Refund awaited from Virgin Active

I recently took out a gym membership with Virgin Active. My first debit order was supposed to go off 1 March. On 4 March it still had not gone off, so I called V.Active Customer Care and spoke to a consultant whose name I do not recall. The consultant apologised and made an arrangement with me that the debit order would go off that same night. I made sure I had sufficient funds in my account for the debit order. That evening the debit order went off twice. As I only had enough funds for 1 debit order, my bank charged me R61 penalty for insufficient funds. When I called V.Active I was told to send them an explanatory email to *** and a copy of my bank statement, which I did. They promised to refund my R61. I did not hear back from them and then I called back on Friday 6 March and spoke to Lexie S****man who told me to resend the email directly to her. I did this again and when I called back to check if she received my email she assured me that she had received my email and that I would receive a call back from a lady by the name of Yamkela. I have left 2 messages for Yamkela today and still nothing. I have just sent them an email to say that should I not hear from them by end of today I will reverse my debit order tomorrow.