Virgin Active Botswana cancellation and refund.

I have been trying to get a refund from Virgin Active Botswana for the past four months. My daughter turned 15 years old in October 2024 since then Virgin Active has been debiting me for a child’s account as well as that of a teenager in essence are double debit I have requested a refund and have escalated to senior management as well as copied the escalation‘s email address. I have called the contact center in South Africa, which is an expensive call calling internationally from Botswana and still have not received my refund. The service is atrocious from all three “managers” at Virgin Active - Brian, Nhlanhla and Rati - have been non-communicative and unhelpful. My disappointment, especially with Nhlanhla, as he appears to be a senior manager - his Customer Service is atrocious, appalling, and disgusting and the entire team needs to be sent for Customer Service training with immediate effect. After submitting copies of my bank details, as well as evidence of the debits debiting my account I’m yet to receive. Have since cancelled my membership and will not be going back recommending the gym to anyone.