Terrible accounts department and customer service

I have been with Virgin Active for the last 3 months, and within these 3 months, I have experienced the worst experience. Their call center agents are rude and their team is not helpful. This month they debited my account 3 times for R265, R265, and R630 respectively. That was my grocery money for the month and now they expect me to wait 10-15 working days to receive a refund after being rude to me. Yes when a payment is one day late they are quick to phone every day for their money but are willing to let students stave for 2 weeks so they can sort out 'admin' work