Rosebank Virgin Active Sales Consultant inadequacy

Utterly appalled by the service of the Rosebank sales consultant Michelle at virgin active. I’ve been paying an access for over 4 months and waiting for her to convert my membership to vitality. I’ve logged many complaints and nothing was done by the GM of rosebank. She promised me a refund in September when VA debited my account as they weren’t supposed to. It is now Nov and she still has not done a simple task of refunding. She always has an excuse and ignores my messages when I message her and then still has the audacity to respond rudely when she does. I’m absolutely disappointed