Virgin active owes me money

Virgin active deducted full fees for my membership this month and for my sons Club V but I was supposed to be charged the vitality rate, discovery and I notified Virgin that I am on vitality but just switched to a personal medical aid and I am still waiting for my refund, now almost three weeks later. The consultant I am dealing with keeps telling me money is coming but it doesn’t arrive and I need that money, this was not budgeted for. He has sent me no proof that a refund has been requested