Virgin active Claim that I did not pay Feb subsc

I have own you life reward with Liberty and one of the benefits if I go to gym for more than 14 days a month I need to get my monthly premium back on the 15 of every month. Virgin active run a debit order of R740 beginning of February and I was suppose to get my refund 15 March as I went to the gym more than 14 days but now virgin active are saying I did not pay February subscription. The hole of February I was training at Vodaworld Virgin active and I have proof that they did run a debit order for February. I only cancel my membership end of February. What I would like to know is today is 16 March and why are they not giving me the money?