******* and poor service

I am very disappointed with virgin active as a brand I signed up on the 18th May 2022 I was assisted by Azi from head office I went to jabulani mall I and was told I cannot get the access card and a bag but the lady behind was assisted and walk out with the bag I then told Azi what happened she I must go back I did same thing I informed her again and a manager called said he will wait for me at the gym . I went for the third time I was turned again . I asked Azi to cancel my contract as they couldn't even give me an access card. On the 1st they debited ask Azi for my refund until today I haven't received my refund and one contacted not even Azi