TERRIBLE SERVICE

I had a contract with Virgin Active Rooihuiskraal, Centurion for a year. Due to a debit order that did not go through in December, it came to my attention that one of my kids was overcharged. The money that Virgin Active should refund me is far more than the amount of the debit order. I am being harassed by call center consultants who regularly call me to pay the debit order yet they cannot answer me why was I overcharged and will I be refunded. It has been over 2-3 months and all I ever get is the matter has been escalated. Please kindly help me to put this matter to rest. In general, Virgin Active is very poor in resolving issues.