Worst service received EVER!!!!!!

My husband and I joined Virgin Active in October of 2019. We both paid our membership fees in advance. Circumstances lead to us not being able to continue with our membership, and therefore requested a refund. I received an email on the 21st of February 2020 from Luschano advising that the refund request had been received and said that it would take 5-10 working days to process and paid out. Today is the 10th of March 2020, it has been 2 weeks and still we have not received the refund. During the process it has cost me an additional R 250.00 just to get an answer as to what is going on. I ended up speaking to at least nine different people of which 2 were managers, they confirmed that the payment has been made, this was on Wednesday 4th of March 2020. Today again it has cost me further phone calls to Virgin Active just again to hear three different stories. The service as poor and disgusting as Virgin Active's staff, when it comes to service delivery Virgin Active takes first place, then the municipality. I have the voice recordings as well for these conversations. They are quick to blacklist you if you don't pay your membership fees, but not quick to refund membership fees that were paid in advance. I will ensure that this goes to social media as well.