Virgin Active - membership fee refund

I am very disappointed in the way Virgin Active has treated my complaint for the last few months. I have called and emailed them countless times and each time they promise to rectify their mistake. Virgin Active has charged me 10 times the monthly fee for months, and have promised twice to refund me. Each time they tell me the the money will reflect in my account within ten days. This is the second time the ten days have expired, with no money paid to me. They have now given me a reference number yet again. This is unacceptable and can only be described as dishonesty at this point.