Unresolved refund

I have cancelled my membership on 06 July 2021, however my account was debited at 31 August 2021. It was debited with an amount that was more than double of what i was paying monthly, i was still covered by Vitality on that month hence i do not understand what the huge amount was for. I phoned Virgin active call center and a porting of the deducted amount was refunded. I phoned afterwards on numerous occasions and i was informed by the consultant, that they have escalated the matter, to date i have not received any feedback. I have been trying to phone the call center number since last week, it rings there after it cuts off.