Zero Feedback and Over charges

Virgin Active has over charged me with x4 my membership fee is September and x3 my membership fee in October. I have called them twice in September, the first call the lady assisting me confirmed that my account has been over charged, but I have to send them an email with my bank statements in order for them to refund me and my member ship was loaded incorrectly but this will be fixed. The email was sent and till today I have not yet received a reply. The second time I phoned in September, the lady also confirmed the above, and that it will be fixed, she will also log a refund.

October came and I was charged R740 instead of the R247 I have signed up for, I phoned them again lady was very friendly, say the refund has been logged for both over charges and the IT has been informed of the account to be fixed, I phoned again 4 days later after not receiving any response the customer care agent informed me she can see a refund has been requested, I will receive it within 5-7 working days. 8 Working days later I still have not received any refund or feedback, I phoned again, I immediately requested that a manger assist me, he informed me the refund did not go through however no one thought to informed me thereof, he will request it again and send me an email to confirm and then I would have his email so would not have to waist money and airtime to phone again ( this was last week Monday 18 October, no email, no refund still). At the start of October I have logged a request for cancelations, as I would have never joined on a membership for this cost (almost end of October no form of feedback on this either).

I have lost almost a R1000 due to over charges not including the time and airtime waisted having to call in the whole time due to absolutely terrible customer care.

I have always been very fond of virgin active as we never had any problem with any of our family members memberships, I love their gyms thus I decided to join again after all the lockdowns. None of our family members will join any further.