Unresolved Refund - POOR SERVICE

I signed up in July this year as a Vitality member. My first Debit Order went off as per the agreement.

On 14 September I received a notification from my bank that Virgin Active will be debiting my account with R830. I immediately phoned the Virgin Active Call Centre as the amount as per the notification was incorrect. I was then advised that someone will come back to me and they cannot tell me how long this will take to be resolved. There is a problem on Vitality's side I need to phoned Vitality. I immediately phoned Vitality and from Discovery there was nothing wrong with my Vitality membership.

I immediately phoned the Branch I signed up with.

I was patient at the time. On the 1st of October my bank account was again debited with the amount of R830. After back and forth communication I was advised that Virgin Active had internal system changes and I was told that I don't have a Vitality membership and I don't qualify. I again phoned Vitality and I had them send me an email to confirm that Vitality is active which they did send to me and I forwarded to Virgin Active.

I must say the assistance from the branch was very good. They tried to resolve my query but it was out of there hands I think. On 29 October, I was only refunded with, I assume the difference of the debit order of 14 Sept. Today is the 6th of November 2021 and I am still waiting on the Virgin Active Accounts department to refund me my balance of My money.

I never had BAD SERVICE such as this, does it really take 2 months to resolve a REFUND. Is this the way you ***** from clients???? I really don't know what to say but I am disgusted with the type of service. Such a big company. You should be ashamed of yourselves. Not a phone call to apologize, not even an email. Nothing. POOR SERVICE.