Virgin Active - is it a purposeful ****?

My son opened an offered contract where as a vitality member he paid R300 per month. The Virgin Active employee did not register him as a vitality member and R1000 per month has been deducted from his account. When he tried to rectify this he was made to open a new correct account, charged another joining fee and assured that he would be refunded the past excessive charges. He has been refunded nothing and Virgin Active can apparently do nothing further. A Virgin Active employee told me this happens so often that it should be considered a type of ****.