Unauthorized debit

Debited now with my joining fee for the 3rd time. I'm now battling for 16 days to get a refund from Virgin Active. I contacted their HO, laid a complaint, still no response. Seriously? It is so difficult to see this was done in error. I can't even get an email In Writing from VA Tyger Valley to confirm they can't trace the credit. I require this to present tomy bank as it is a debit against my credit card. I'm utterly frustrated as even the Club Manager, Bernil Klaasen is not stepping up to the plate to resolve my query.