Unapproved Debit Order. No Refund Reflected.

I emailed Virgin Active in writing on the 24th of August 2020 to freeze the four memberships under my name until October 2020, as per their offer. I attempted to contact head office for two weeks and their lines were down. Consequently, I contacted Lenasia Virgin Active (my home gym), to enquire about my refund. I was assured that it would be done, yet I am sitting a month later with no refund in my account. I've asked the manager of my gym whether I should try and contact head office again as the refund was apparently declined due to Virgin Active wanting to split the refund amongst the four members, even though I am the account payer. When asked about when the approval will be, her response was: "I'm not sure because there is too many departments involved in headoffice and they don't even work weekends let's see maybe they will approve before end of the week next week. But you will get your refund". This whole process has been tiresome. I am planning to cancel all four memberships under my account once my refund is implemented. Virgin Active was quick to take money out of my account with no approval, even after they had emailed me confirmation of my request to freeze the four memberships; yet it has been a month and I am yet to receive my money. This is highly disappointing and I will rather look to train at another facility.