Debits are failing but are not being credited back to my account

I have a billing issue whereby my Viva Gym debit orders are apparently failing according to their system, but my bank informs me that the debits are going through.

I have queried this with my branch, Rosebank, and the matter has apparently been escalated, however I am receiving no feedback and the only way to prompt a response from wherever my emails have gone is to call the branch, hassle the manager and then maybe I might receive a stock-standard "We are looking into it". None of the reception staff are able to provide a head office phone number.

The inability to follow up directly on my concern and the opaqueness of the support staff (there are no names or additional contact details on the emails I have received) is frustrating and unprofessional.

While I would love to remain a Viva Gym customer due to their facilities, the billing issues, poor customer service and nonexistant account support are making me consider taking my business elsewhere.