unaccounted for deductions

I was late for January payment of R350.00 so I made an arrangement to pay on the 31st of January 2016 including the February amount, which means my account would be deducted twice (R700). Of which that was deducted. Suddenly on the 2nd Feb 2016 Virgin Active deducted R371.00. I phoned them on the 2nd Feb 2016 but couldn't get through after several attempts. Eventually I got through on the 3rd Feb 2016. The consultant told me the gym fees had gone up but I asked her to refund me the R350.00. I was put on hold. All I am asking for is that they refund the R350.00.