Virgin active customer complaint

Please note that I downgraded my premium membership. I was billed premium membership. I spoke to Nolusindiso who advised that my downgrade would be deducted from the premium debit as well as my December fees. I have made about 6 calls with no success. All I keep being told is that it will be escalated. A week later I cannot access the gym as it states I am owing when it’s the other way around. I cannot even access the app. I am extremely disappointed by the service received as I have been a member for years now. Can this be sorted out asap.