Taking their time to sort out an issue

I had frozen my sister's account because she did not have time to go to gym because of school. Virgin active was supposed to deduct R118 per month for 6 months, but I noticed that they were taking different amounts, R204 on another month and R208 on another month...that went in for a few months. I reported the issue to Pam at Virgin active East London and she noticed that the refference number on the bank statement was a ref number that she has never seen at virgin active...I was told to email my bank statement (which she so kindly did for me)... but up to today this has not been sorted...instead they have handed my account over. This company owes me money but they have the oddesity to hand my account over. They are quick to jump when they want their money but not when they have to pay back money to their customers!!!!