Virgin Active disgusting service

My wife and i signed up for a membership with Waterstone Virgin Active soley on the basis that we started vitality membership and wanted to get healthy. We explained to the consultant that we were on vitality. When the consultant (Leeche Noble) sold us the package yet did not follow the procedure and made a mistake by placing me on the wrong membership and not the vitality membership also missing out vital information regarding needing to come in to fill in final details. A month goes by and we are charge alot more than we were told, however we thought this was the joining fee that was going off due to becoming a vitality member at gym. However this was not the case. This consultant made mistake, we only find this out once we went to the gym to ask what was going on, we had to personally pick this problem up. The team was not aware of the problem,now I am in a battle to resolve a refund with Virgin active. They keep delaying the refund.Almost taken a month now. We phone head office but they tell us to deal with the manager directly. His name is Eckard. Who has not been helpful. Virgin Actives Systems do not allow the direct gym to refund any money. This makes the process take apparently 10 working days. I have been waiting 30 days now for my refund everytime I hear from the manager (Eckard) there is more money to be paid or some excuse to why they can not refund the money as of yet. I am highly disgusted with the service I am receiving and will never recommend Virgin Active to anyone. After we told them we do not want the contract anymore they refuse to cancel it unless we pay a cancellation fee which is ridiculous, because we already had to pay so much money in the last 4 months which was never agreed to.