Virgin Active Green Point charged me twice

Virgin active gree point charged twice for admission fee. I spoke to the branch manager and I presented bank statement to claim my money back. He promised I would get a refund by latest today, which I did not. I returned to the branch and I spoke to another person named Ian which happened to have a terrible attitude and poor customer service. Now the branch is giving hard times to get my money back. they said they did not request a refund as it was supposed to have happened a week ago, and now they are requesting me to present bank statements again as a proof I was charged twice. Really poor customer service.